How long does delivery take?

Delivery times depend on the products in your order, your delivery address and the courier service available at checkout. We manage delivery options carefully because food delivery freshness can be affected by how long products spend in transit.

UK delivery

• Ambient products may be delivered using standard or tracked courier services.
• Chilled products are delivered using suitable courier services and protective packaging.
• Frozen products are delivered using UK next-day delivery only.
• Available delivery options are shown at checkout before payment.

International delivery

• International delivery is available for selected ambient products only.
• Chilled and frozen products are not available for international delivery.
• Estimated international delivery times are shown at checkout where available.
• International deliveries may be affected by customs checks, local courier processes and import delays.

How do you help keep food fresh during delivery?

We use appropriate packaging, dispatch processes and courier services to help protect food and grocery products while they are in transit. The type of packaging used may depend on whether your order contains ambient, chilled or frozen items.

• Secure packaging for all suitable items.
• Sealed packaging where appropriate.
• Insulated packaging for chilled and frozen products where required.
• Cooling materials such as ice packs where suitable.
• Prompt dispatch to reduce unnecessary time in transit.
• Clear customer guidance on storage after delivery.

How are ambient products delivered?

Ambient products are products that do not usually require refrigeration or freezing during normal delivery. These may include dry goods, pantry items, shelf-stable packaged foods and other suitable grocery products.

Ambient products should still be checked on arrival and stored according to the product label. Many items should be kept in a cool, dry place away from direct sunlight, heat or moisture.

• Check packaging and labels when your order arrives.
• Store in a cool, dry place where appropriate.
• Follow the manufacturer’s storage instructions.
• Do not use or consume any product if the packaging is damaged or you are concerned about product condition.

How are chilled products delivered?

Chilled products are delivered using protective packaging designed to help maintain a lower temperature during transit. Depending on the product and order, insulated packaging and cooling materials may be used.

When chilled products arrive, they should be placed into the refrigerator immediately and handled in line with the storage instructions on the packaging.

• Open your delivery promptly.
• Check the condition of the chilled products.
• Refrigerate chilled items immediately.
• Follow the use-by date and storage instructions on the product packaging.

How are frozen products delivered?

Frozen products are delivered using UK next-day courier services only. This helps reduce time in transit and supports temperature control for frozen food products.

Frozen products are UK delivery only and are not available for international delivery. Orders containing frozen products may be prioritised for dispatch and packed with protective materials where appropriate.

• Frozen items are available for UK delivery only.
• Frozen products require next-day delivery.
• Orders containing frozen products may be prioritised for dispatch.
• Frozen products should be placed into the freezer immediately upon delivery.

Can ambient, chilled and frozen items be shipped together?

Yes. You can order different product types in one order. However, available delivery options may change depending on the most temperature-sensitive product in your basket.

Orders containing frozen products will use next-day delivery. In some cases, items may be packed separately or shipped separately to help protect food safety and product condition.

• Orders containing frozen products will use next-day delivery.
• Some items may be packed separately where appropriate.
• Some orders may be split if this helps protect product quality.
• Available delivery options are shown at checkout.

What should I do when my order arrives?

Please check your order as soon as it arrives. Prompt unpacking and correct storage are important for maintaining food delivery freshness and product quality.

• Check the outer packaging and delivery label.
• Open the parcel promptly.
• Check the products and packaging inside.
• Refrigerate chilled items immediately.
• Freeze frozen items immediately.
• Store ambient products in a cool, dry place where appropriate.
• Follow the storage and preparation instructions shown on each product label.

What happens if my delivery is delayed?

Courier delays can occasionally occur due to weather, transport disruption, seasonal demand, address issues or other circumstances outside our control.

If your delivery is delayed, please monitor your tracking information. When the parcel arrives, inspect the items carefully before storing, using or consuming them.

• Check your courier tracking information.
• Respond promptly to any courier delivery updates.
• Inspect temperature-sensitive products carefully on arrival.
• Contact us within 24 hours of delivery if there is a quality or temperature concern.

What if my food arrives damaged or in poor condition?

If an item arrives damaged, leaking, spoiled, excessively softened, fully defrosted or not in acceptable condition, please contact us through live chat within 24 hours of delivery.

When contacting us, please provide enough information so that our support team can review the issue properly.

• Your order number.
• The delivery date and approximate delivery time.
• A clear description of the issue.
• Photographs of the affected product.
• Photographs of the outer box, inner packaging and delivery label.
• Confirmation of whether the product was ambient, chilled or frozen.
• Confirmation of whether the product was still cold, softened, leaking, damaged or fully defrosted.