FAQs
Frequently Asked Questions:
Q: When Are You Open?
A: We are an online shop and therefore open 24hrs per day. Our physical premises are open by appointment.
Q: How do I make an order?
A: You can order online through the Shop on the main page.
Q: How will I get my order?
A: If you want to collect your goods please do a 'Click & Collect' order or if you want these delivering we can arrange (subject to times and distances). Please check out the terms here and where we offer local delivery here.
Q: When can I collect?
A: If you do a 'Click & Collect', this should be available the next working day if it is booked before the cut-off time. Collection times need to be booked in advance and currently these are available between 4.30pm - 6pm Weds and Fri only.
Q: When will you deliver?
A: Our local delivery service should get to you on the next delivery day if it is booked before the cut-off time (please refer to our Delivery and Collection page for more info).
Q: Is there a minimum order value?
A: For 'Click & Collect' orders, there is a minimum order value of £10. For delivery orders, please refer to our Delivery and Collection page for more info.
Q: What are your payment methods?
A: Our preferred method of payment is by bank transfer but we also accept most major credit/debit cards through our online store. We are not able to accept payment on delivery or collection.
Q: Can I come to your premises and browse?
A: Unfortunately not. All of our goods for sale are stored in industrial type walk-in freezer rooms/chests and we do have retail style freezers where customers can browse.
Q: Can I change or cancel my order?
A: As long as the goods have not left the premises we should be able to change or cancel the order. A transaction fee of 2.5% will apply and if the goods have already been picked from stock, there may be an additional 10% repackaging fee.
Q: Can I return or exchange items?
A: We only offer a return or exchange on items if they are deemed to be not fit for purpose.
Q: How far out can I place an order?
A: All orders should be fulfilled (collected or delivered within 48-72hrs). The reason is that we cannot hold on to orders longer than this as they take up valuable storage space.
Q: Why do I need to put my mobile phone number in the order?
A: This is because we have discovered that emails often end up in Junk folders and we have found that text/call to our customers is the easiest and most reliable way to arrange collection/delivery.