Delivery of Frozen Products
In order to ensure an unbroken cold chain from our freezer to yours, extra care has to be taken in delivery of frozen goods. We package your food in special insulated boxes with gel ice, which will guarantee that products remain frozen for the 24 hour journey. Please ensure you understand the following:
- The laws of physics make it impossible to send very small orders of frozen food. We therefore have to ask for a total minimum weight of 6 kg for the frozen items in your order.
- We can only deliver frozen products to destinations where a next-day service is available. Unfortunately that means UK Mainland only and excludes certain areas of northern Scotland where only a 2-day service is available (please check with us if in doubt), as well as international deliveries.
- You must be available to take delivery on the first attempt. Although we will instruct the courier to leave the package with a neighbour or in a safe place if possible, we cannot guarantee that this will happen and cannot take responsibility for spoiled goods where you have not been in to accept delivery.
- Please do not reject your box for any reason. Frozen goods that are not delivered have to be thrown away. If you detect any damage or leakage, please still accept the box then inspect the contents and contact us if necessary. A small amount of liquid formation is normal as the ice begins to thaw. If there is genuine damage, we will not ignore your claim just because you did not reject the delivery.
Regarding other products you may want to order at the same time, that's not a problem, we can dispatch ambient, fresh and frozen products within the same delivery service and cost. So there is no extra charge for the different temperature products, just any items up to 20kg will still come within the main next day delivery service at £5.99.