FAQs

Chilled Delivery

How do you keep chilled products cold during delivery?

All chilled orders — including cheeses and other refrigerated items — are packed in our insulated boxes with ice packs specifically designed to maintain a safe cool temperature for a minimum of 48 hours from the point of dispatch. Boxes are sealed to limit heat exchange during transit.

How do I inspect my order on arrival?

When your order arrives, please:

1/ Open the box promptly and check that the ice packs are still cool or cold to the touch.

2/ Check that cheeses and chilled items feel cool, are within their use-by date, and show no signs of spoilage (unusual smell, visible mould beyond normal cheese rind, or packaging damage).

3/ Transfer all chilled products to your refrigerator immediately after inspection.

My products arrived warm — what should I do?

Please do not discard anything before contacting us. Take clear photographs of:

1/ The outside of the sealed box (showing any damage or label).

2/ The inside of the box showing the ice packs and products as received.

3/ Each affected product, including the packaging and use-by date label.

Then contact our customer service team within 24 hours of delivery with your order number and the photographs. We will assess the situation and arrange an appropriate resolution, which may include a replacement or refund.

Is it safe to leave my chilled delivery if I am not at home?

We strongly recommend being available to receive your chilled order in person. Our packaging maintains safe temperatures for at least 48 hours, but leaving a box in direct sunlight or in a hot enclosed space such as a porch or shed may accelerate temperature rise. If you provide a safe-place instruction, this is at your own discretion. Please retrieve and refrigerate your order as soon as possible.

How should I store my cheese and chilled products after delivery?

Refrigerate all chilled products immediately on arrival. For cheeses, we recommend removing any plastic film and wrapping loosely in greaseproof or wax paper once opened, then storing in the least cold part of your fridge (typically the vegetable drawer) at 4–8 °C. Allow cheeses to come to room temperature for 30–60 minutes before serving for best flavour.

Orders

 Do you ship orders?

Yes, we do deliver all over the UK, items are carefully packed by our packing team into our warehouse. Fresh products are kept cool with our special ice packs that keep products cool for at least 48 hours in respect to the cold chain.

How to place an order?

 After selecting your products, go to check out, then select either Shipping (Postcodes all over the UK) or London Delivery (London Postcodes only).

How to use my coupon code?

After selecting your delivery method, on the information page you will be able to apply your discount code.

 How can I amend my order? 

For any modification to your current order, we require at least 72 hours before the delivery is due. Please contact our customer service team, for more information.

 Will I receive a notification after placing my order?

 Yes, indeed you will receive:

1/ an order confirmation just after placing your order.

2/ You will receive a delivery confirmation 24 hours before delivery.

3/ - For Shipping orders: you will receive a DHL tracking link on delivery day

    - For London delivery we will send you 2 hours delivery window on delivery day

  Do you do wholesale ?

Yes we do, please contact us for more informations.

Products

Do you sell frozen products?

-As we can’t guaranty products will be frozen at delivery, we choose to not sell frozen products.

What happen if a product is not available?

-  In case a product is not available, you will receive a refund a notification about product and amount refunded.

- If a product is not available, we might replace it with a similar product, if you don’t want any replacement product would you please add on a note to your order.

Payment:

 How can I pay my order?

 We do offer a wide range of payment method: Visa, Mastercard,Paypal, Maestro, AMEX, Discover, Apple Pay, Google Pay.

How do I get refunded?

 You will be refunded through the same way of payment you place your order; we will  send you a notification once the payment has been done.