Why are frozen products next-day delivery only?

Frozen food is highly temperature-sensitive. To help protect food safety and product quality, frozen products are dispatched using UK next-day courier services only.

Next-day delivery helps reduce the amount of time frozen products spend in transit and helps minimise the risk of excessive softening, spoilage or quality loss.

• It reduces time in the courier network.
• It helps maintain product quality during transit.
• It supports better temperature control.
• It helps protect frozen food from unnecessary delay.

How are frozen products packed?

Frozen items are packed carefully before dispatch to help slow temperature change during courier delivery. Depending on the order, this may include insulated packaging, cooling materials and secure outer cartons.

Frozen orders are handled with priority so that they can move through dispatch and courier transit as quickly as possible.

• Insulated packaging is used where appropriate.
• Cooling materials such as ice packs may be included where required.
• Frozen products may be packed separately from ambient products.
• Secure outer packaging is used to help protect the goods during transit.

What should I do when my frozen order arrives?

Please open your parcel promptly when it arrives and check the condition of the products. Frozen items should be placed into your freezer immediately.

Correct handling after delivery is essential. Frozen products should not be left at room temperature, in a hallway, porch, car, reception area or unattended delivery location for longer than necessary.

• Open the package as soon as possible.
• Check the condition of the products and packaging.
• Place frozen items directly into the freezer.
• Follow the storage and cooking instructions shown on the product packaging.

What if frozen items arrive softened?

Frozen items may sometimes show slight softening around the outer packaging or edges after courier transit, especially during warmer weather or where delivery is made later in the day.

If the product is still cold and appears suitable for storage, place it into the freezer immediately and follow the product label. If you are concerned that the product has defrosted excessively, appears unsafe, has leaked, smells unusual, or the packaging is damaged, do not consume it.

Can frozen items be ordered with other products?

Yes. Frozen products can be ordered with ambient and chilled products. However, orders containing frozen items will use next-day delivery to help protect frozen product quality.

In some cases, we may split items or pack product types separately to help protect food safety and product condition.

• Orders containing frozen items will use next-day delivery.
• Delivery options are shown at checkout.
• Some items may be packed separately where appropriate.
• Frozen items should be placed into the freezer immediately on arrival.

Are frozen products available for international delivery?

No. Frozen products are not available for international delivery. International transit times, customs inspections, courier handling and delivery delays make it impossible to guarantee safe temperature control for frozen food.

International orders are limited to selected ambient, shelf-stable products only.

How do I report a frozen delivery issue?

Please contact us through live chat as soon as possible if you have a concern about your frozen order. Prompt reporting helps us review the issue properly.

To help us assist quickly, please provide:

• Your order number.
• The delivery date and approximate delivery time.
• Clear photographs of the products.
• Photographs of the outer packaging, inner packaging and delivery label.
• A short description of the issue.
• Confirmation of whether the products were still cold, partially softened or fully defrosted on arrival.