Frequently Asked Questions
Q. How do I log in?
A. In order to login and buy products on our site you need to open an account using the link at the top of the page. Here you will be asked for your contact details and delivery address. We do not hold any credit card information so you will need to enter this yourself each time.
Q. How do I make a purchase?
A. When you have created an account and logged in you are ready to start making purchases. To do this click on "add to cart" for each item you would like to buy. When you have finished click the secure checkout button to the right of the screen.
Q. How do I use the filters?
A. The filters have been included on this site for those people with special dietary requirements or preferences. Simply navigate the site as normal using the search bar or category headings until you reach the page where you would like to see the filters applied. Here highlight the filter or filters you would like to see then click apply. All the products that match the filters will appear on screen. To disable the filters un-check the appropriate fields then click apply.
Q. How do my goods arrive?
A. When your order is received we aim to have it at you door within three working days. To do this we use a courier service who can deliver to any UK mainland location. All goods will be appropriately packaged to help prevent any accidental damage. Ideally there will need to be someone present to sign for the parcel or if you give permission for the box to be left somewhere safe without signature, (this will be at your own risk) then please give us instructions of where you would like it leaving when checking out.
Q. Is it safe to make credit card payments from this site?
A. Absolutely! Just before an online payment is made you will be re-directed to Sagepay's totally secure payment processing page. Sagepay will then proceed with the payment. Sagepay is one of the largest payment processing companies who use all the latest security measures.
Q. What are your delivery charges to the UK?
A. Delivery charges to Mainland UK are free on orders over £35 unless you have chilled, frozen or fresh goods in your basket. (Please see below for additional courier rates for UK Highlands & Islands).
If you order items that come to £35 but you have any items that require chilled packaging, we will charge £3.50 delivery to go some way towards the cost of the water-filled ice-packs, additional packaging and the guaranteed next day delivery.
If your order is below £35 then there is a £7.50 delivery charge applied which rises to £10.50 if your order includes chilled, fresh or frozen goods. The delivery charge is applied automatically by our on-line ordering site BUT if you have ordered items that would be under 1KG in weight and we are able to send it cheaper via the Post Office, we will do this for you and refund the difference.
Additional delivery charges will be requested for customers who live with-in the following postcodes as our Couriers charge us additional fees to these addresses:
£12 per box additional postage with a 48 hour delivery time-frame to:
Isle of Wight (PO29+) Northern Ireland (BT) Scottish highlands AB31 - AB38, AB40 - AB56, KA27 & 28, IV1- 28, IV30- IV32, IV36, IV40, IV52 - IV54, IV63, KW1 - KW14, PA21 - PA38, PH4 - PH41, PH49, PH50.
£18 per box additional postage with a 48 hour delivery time-frame to:
All other off shore destinations HS, IV41- 49, 51, 55 & 56, KA27 & 28, KW15-17, PA20, 41- 49, 60 -78, PH42-44, ZE, Channel Islands & the Isle of Man.
Q. What do the symbols on your site represent?
Q. What Eco-friendly methods do you adopt?
A. We truly believe in having as small a carbon footprint as possible and not only do we use biodegradable corn starch as our box filler, we will reuse as much packaging and as many supplier boxes as possible in order to keep both our environmental impact and our costs down.
Q. When will my order arrive?
We aim to deliver your order as soon as we can. Orders received by 11am weekdays for delivery on the UK mainland should arrive within 3 business days by carrier or Royal Mail. If there are any hold ups with your order we will endeavour to contact you the same day. We will however send you an email confirming when your order has been dispatched and your order should then be with you the next working day. If there is a specific day that you need your order to be delivered, please just let us know and we will do this for you if at all possible. If your order is being sent by courier then deliveries will take place Monday to Friday only but, if your order contains chilled, fresh or frozen goods, the delivery schedule is Tuesday to Friday as we are unable to send out chilled goods over a weekend. For further details please refer to the terms & conditions.