31/10/2026
Here’s a post that I’m sure will upset some but needs to be made clear…..
A few of things that need to be understood.
1) we are not the delivery company our parcels are not delivered by us personally. As soon as they are collected from our warehouse we no longer have any control over them. Of course we will try to track and monitor them but we seem to be getting more and more people quite frankly getting very rude and aggressive towards us over things that are simply out of our control.
We understand you want your orders, we are fully aware they are perishable goods but people need to understand we cannot wave magic wands, we try to get responses as soon as we are made aware of problems but again this isn’t something that we get answers for quickly at times as there is a chain of contact and people don’t just sit at desks responding within seconds as nice as this maybe.
2) Minimum order values, it’s EXTREMELY clear that anything under the value of £50 before delivery is not covered for frozen arrival, if you take the risk and they arrive defrosted we will NOT do anything about it and this does include delays within the delivery process (within reason and we will use our discretion at times to override this). We pack using dry ice and we know this can keep orders frozen in excess of 48hrs plus especially this time of year as things get colder. However it’s not a miracle cure for keeping everything frozen forever. You order below the minimum you will face the consequences and we most likely won’t even respond to your message as if you tick that box confirming the terms and conditions you have accepted liability and the consequences are on your head. Now even though this is in place 99% of orders under £50 do arrive frozen but please understand if you take the risk though we will not accept responsibility.
3) Dry ice, this seems to confuse some people as it evaporates during transit, it as a frozen gas for want of a better term to describe it and over time it does dissolve/evaporate so sometimes by the time your parcel arrives it might not have much left in the box but please rest assured it does go into every order and this is why even if it doesn’t look like there is much present in the box it’s done its job as the products inside are kept frozen by this as when it’s put into the box it brings them down to -40c initially and then over the course of the journey it dissolves slowly. By the time it reaches you as customers it’s likely between -20 and -5c.
4) Perishable goods are extremely hard to deal with as a business for any company but something really big customers need to take on board and understand the delivery companies (none of them) cover perishable goods in transit and they MUST be left at your property so before you send us a message or email kicking off that the delivery company left your parcel at the wrong angle in relation to the height of the sun just remember the driver who’s dropping your parcel off doesn’t care as long as it’s pictures at your front door or left in the safe location you as customers specify. Do they always do as they have been asked of course they don’t but this is why it’s important you are home when they are going to be delivering. Texts are sent to everyone as long as your mobile number is correct you will know when your parcel is coming so there is no excuses not to be home.
We hope this makes some sense and stops some of the stupid messages and frankly some of the serious attitude we have been receiving by the minority that I guess believe they are more important than everyone else?
Guess what everyone is important to us but bad attitude and threatening behaviour doesn’t work with us.
As always thanks to the majority that are respectful and continue to support us and we hope to continue to support you as best as we can 👌
