PLEASE READ CAREFULLY: This is generic information for enquiries regarding Christmas/New Year deliveries and stock availability.

“OUT OF STOCK / ITEMS CANNOT BE ADDED TO BASKET”

If you are unable to place the order online, there may be TWO reasons: Item is out of stock.

The site may show that the item is in stock, however it would be reserved in other people baskets. In this case, please try to place the order later or choose alternative item.

Technical reason where Cookies are rejected stopping customer from adding items into their baskets. There are several suggestions here:

Use a different browser and ensure that cookies are ALL accepted. Clear your cache memory (this is technical and computer technician may have to be consulted. In a browser that you were using open a so called “Incognito window”.

Accept cookies on this page. This mode will ignore the cookies and should allow you to proceed placing an order, but without remembering any data (e.g. password, user name etc).

“ORDER DELIVERIES / STATUS ETC”

All orders placed between Dec 5 and Dec 15 will be processed on or immediately after Dec 16 for delivery before Christmas. Relevant information is shown on the main page of our website.

Orders placed between Dec 15 – 22 will be processed and sent for delivery before Christmas, providing you select Special Delivery option during check out.OTHERWISE, delivery before Christmas cannot be guaranteed.

Orders placed between Dec 23 – Dec 28 will be processed and despatched for New Year deliveries, providing that Special Delivery is selected during check out process. OTHERWISE, delivery before New Year cannot be guaranteed.

NOTE: once the order is processed and despatched, you will receive email and SMS (if mobile number was provided at the time of the order) once the package is picked up by the courier.

IMPORTANT: there maybe delays in delivering your order beyond our control. ALWAYS check tracking information provided once your order is despatched and contact courier, Royal Mail, for further information.

We really appreciate your patience and understanding as we are working hard to fulfil your order.

• products are shipped, normally, within 24 hours of receiving the order (excluding Fri, Sat, Sun).
• the courier is Royal Mail (1st Class Tracked). Other couriers maybe used in certain circumstances, agreed with customer.
• thermo polystyrene packaging with ice packs are always used, guaranteeing adequate transportation temperature for 3-7 days (depending on the warm/cold season).
• orders are usually delivered within 1-2 days of despatch, though some delays are possible beyond our control (NOTE: we cannot guarantee Saturday delivery unless agreed and paid additionally by customer).
• orders are always trackable. Tracking information will be provided via email once the order is despatched. It is customers’ responsibility to track the progress of order delivery.
• if order is shown as delivered, but you did not see it, please contact your neighbours or check secure places around your home (e.g. sheds, bins, boxes, etc) prior to contacting us.
• if you do not receive your UK order within 48 hours of despatch, please check tracking information first. Occasionally, tracking information may suggest that order has been delivered to a neighbour, secure location or could not be delivered awaiting collection etc. Postmen are only humans and, unfortunately, do not always leave "while you were out" cards, hence we may ask you to visit your local Royal Mail collection depot with your ID to check your order.
• if you don’t succeed, contact us immediately for investigation on our side