Delivery terms and conditions

Thank you for ordering with us.
To ensure the best possible customer experience please take note of the following information about payments and deliveries.

Payment
Payment must be made in full before any order will be processed using debit or credit card.  We do not accept cash on delivery. Once payment has been made, your order will packed and processed in line with the delivery option you have selected.
 
Delivery Options
We operate scheduled delivery runs in our own freezer vans with our friendly drivers.  If you're lucky enough to live in one of the following delivery areas then this option will be available to you at checkout.
​
Courier deliveries are available for Mainland UK (excluding Scottish Highlands & Islands) this option will be available at checkout depending on your delivery postcode.  Either a 'Courier - Next Day' or 'Courier - 2 to 3 days' option will be available at checkout.  While we aim to deliver Scottish orders on a next day service, we have been informed by UK Mail that all these orders may be subjected to a 48 hour delay.  We do not accept any responsibility for orders that have thawed while in transit.
​
When completing your order please provide an up to date contact number, preferably a mobile, in order to contact you if there are any issues with your order.

Freezer Van Deliveries
For our scheduled freezer van deliveries please check the calendar for the next delivery date to your area.  There is a minimum order value of £20 for this delivery method on our Cumbria and Scotland runs and orders under £50 will incur a £2.00 delivery charge (total not including VAT).  We deliver using our own freezer vans direct to you and as such we require time to plan delivery runs, pack orders and load vans. Therefore, all delivery orders need to made by 10am on the day before a delivery for Tuesday - Friday deliveries and by 10am on the Saturday before any Monday delivery.  If your order is placed after this deadline, then it will be scheduled on the subsequent delivery run for your area. 
 
Delivery routes will be planned the day before your delivery and a shipping notification mail will be sent to the email address you entered on your order.  We provide an approximate delivery time which is usually accurate but please note this can change due to traffic, weather and other unforeseen events.
 
We pack all orders in cardboard boxes which will not keep your order frozen for very long.  You can request to have your order packed in insulated boxes at no extra cost if you think your order will have to be left in a safe place for an extended period.  You will need request this at time of ordering in the 'Delivery Instructions' section.
 
If you live in a location that is difficult to find, either due to being remote, hidden or new, then please ensure you include a short note on how to reach you in the 'Delivery Instructions' section when placing your order online.
 
As we mainly deliver bulky, perishable products it is advisable that you are present to accept your order, however, if you are not going to be in on the day of your delivery please notify us of a safe and secure place to leave your food using the ‘Delivery Information’ section on the order form.
 
If no delivery instructions are provided, our driver will try to find a safe place to leave your food and advise you of where this is.  If there are no delivery instructions left, there is no safe place to leave your order our driver is unable to contact you, then your order will be brought back to our depot for collection.  Additional delivery charges will incur if you want us to redeliver.
​
Courier Deliveries
Our courier delivery service is available for Mainland UK (excluding the Scottish Highlands and Islands).  If you require this option, then please select this at checkout.  There is a minimum order of 7kg for this delivery method.  There are restrictions on maximum package sizes and weights for courier deliveries.  If necessary you order will be send in several boxes.

Next Day Deliveries:  For most of Mainland UK we offer a next day service Tue-Fri.   Orders received before 10:00 Mon-Thu (Excluding Bank Holidays and other company holiday periods) will be sent out for next day delivery if you are in a qualifying postcode area.  Orders received after this time will be packed and sent on the subsequent delivery day.
 
2-3 Day Deliveries:  For some more remote parts of mainland UK we offer a 2-3 day delivery service.   Orders received before 10:00 Mon-Wed (Excluding Bank Holidays and other company holiday periods) will be sent out for this service if you are in an applicable postcode area.  Orders received after this time will be packed and sent on the subsequent delivery day.
 
If you have a specific date you would like your delivery on then please include it in the ‘Delivery Instructions’ and we will endeavour to accommodate this.
 
Once you order has been processed and booked with our courier, you will receive a notification email with tracking number.  You will also be sent an email or text with the expected delivery time once the courier has planned their delivery route.
 
​All frozen food orders will be packed in insulated boxes which will keep items frozen for over 24 hours.  For areas which have a 2-3 day courier delivery service, the insulated box will keep the food mostly frozen but some thawing may be experienced.  This food can be refrozen immediately on delivery without affecting the product.
 
No signature will be required for your delivery and the courier has been instructed not to return items to their depot.  It is advisable that you are present to accept your order, however, if you are not going to be in on the day of your delivery please notify us of a safe and secure place to leave your food using the ‘Delivery Information’ section on the order form.  If no delivery instructions are provided, the driver will try to find a safe place to leave your food and advise you of where this is.