FAQ’s

How do I register an account?

Just click on the ‘Login/Register’ link and you will be guided through the registration process. You can shop first and then register if you prefer. Simply enter your details at the ‘Checkout’ instead.

I can’t log in?

Remember to use your original e-mail and password and don’t forget that it will be case sensitive. You can always reset your password if you have forgotten it.

I’ve forgotten my password.

Click on ‘Login / Register’ then select the ‘Forgotten Password?’ option. Enter the email address you registered with and we can send you an email which will enable you to reset your password. If you do not receive an email, check your junk mail and spam filters.

Can I change my password?

Yes. Simply login to your account and select ‘My Details’. Fill in your existing password, then enter and confirm your new password. Make sure you click on the ‘Change Password’ button to finish

Ordering

I can’t find what I’m looking for. Make sure you check the spelling or key words of the item you are searching for. Is there an alternative way to place my order other than online? Yes, you can call us direct and place your order over the phone by calling our Customer Service team on 0845 146 0549.

When will I receive my order?

We aim to deliver all goods within 3-5 working days of receipt of your order and subject to stock availability. We will also send you an email upon dispatch of your order including a unique reference number allocated by our courier to enable you to track the progress of your order. For more information on our delivery service please visit the Delivery page.

When will an item be back in stock?

At busy times of the year such as Christmas and Easter, stock availability may be low and if an item displays ‘Out of Stock’ there may be no more supplies of that item available to meet delivery dates. Other external factors may affect our levels of stock and we are not always able to provide specific dates for when items will be available again. Please keep checking our site for further information. All of our products are made in small batches, and due to the seasonality of many of our ingredients there may be times when we are unable to produce certain lines until the year’s harvest is ready, and so at busy times such as Christmas and New Year, we may be low on stock. We will do our very best to fulfil all requests according to product availability. If we can’t supply specific items, we endeavour to let you know as soon as we can to arrange an alternative or a refund. In the event of a product being temporarily unavailable.

Payment

My card has been declined.

Make sure that you enter the correct billing address for the payment card; this must exactly match the registered address of your credit/debit card. Ensure that all the card details are correct including the 3 digit security code on the back of the card.

What type of payment cards do you accept?

We accept payment by:

• Switch
• Maestro
• Delta
• Solo
• MasterCard
• Visa

How do I enter a promotional code?

Simply type the offer code into the highlighted box on the ‘Checkout’ page and click ‘Apply Code’ to activate before entering your payment details.

When will the payment be taken from my account?

Your card will be authorised and debited immediately when you submit your order, prior to dispatch of your goods. Your card details will be verified when you place your order online and this ‘pre-authorisation’ may be shown on your card statement. These pre-authorisations naturally expire within 3-5 days usually.

When will my card be charged?

Your payment will be authorised and debited immediately when you submit your order.

I haven’t received all the items on my order?

Check your confirmation email to make sure all of the items are listed on your order. If you wish to discuss you Order please contact our Customer Services team 0845 146 0549

Delivering your Items

Where do you deliver to?

We can deliver to all addresses within the UK Mainland only.

Do you deliver overseas?

Sorry no, we are unable to send our products overseas via our website.

What if I am out when the courier attempts to deliver?

The courier will attempt to deliver Monday to Friday(exluding public holidays) from 8.00am until 6.00pm. If we are unable to leave your parcel satisfactorily then a yellow card will be left which will detail four options as below:

• You can contact the courier and notify them of an agreed date to re deliver.
• You have the option to collect the parcel from the courier’s local depot.
• You can notify the courier of a change of address for the parcel to be delivered to ie: work or neighbour or relative within the area.

If no contact is made with the courier then they will attempt a redelivery on the 2^nd day at their expense.

If the 2^nd delivery attempt fails then the courier will notify us and we will contact you, if a 3^rd delivery attempt is requested this will be at your expense costing £6.50.

Where possible we would advise taking delivery at a business premises where someone will be available throughout working hours.

It is your duty to ensure that either yourself or your gift recipient will be available to accept any order. We will attempt to deliver to the address and postcode as you have entered it and cannot accept liability for late or failed delivery due to incorrect address information.

Can I track my order?

Yes, we will issue you with a unique reference code allocated by the courier upon dispatch of your goods so that you can track the progress of your order.

How will I know what I have been charged for delivery?

Delivery charges are indicated on the Checkout page. UK Delivery Charges: UK Mainland Standard Delivery (3-5 working days) £6.50

Can I change or cancel my order?

You can make changes to your order if necessary before your items have been dispatched although this may cause delays. You may also cancel your order in accordance with the Cancellation section in our Terms and Conditions.

Using our Website

Where can I find your privacy and security policy?

Visit the Privacy Policy section on our website at the footer of the Home Page.

Is it safe to shop on your site?

Yes, you will see a padlock icon in the security status bar in Internet Explorer located on the right side of the address bar as soon as you have logged in. We can assure you that all your details are entered into a secure environment which you can verify whilst shopping. Alternatively, you may place your order over the telephone with our Customer Services Team on 0845 146 0549

Which browsers can I use to view your website?

The following browsers will currently provide you with the clearest and fastest viewing experience although these are subject to regular updates:

• Internet Explorer Version 7 and above
• Firefox Version 3.5 and above
• Safari Version 4.5 and above
• Opera Version 9 and above
• Chrome