SHIPPING & RETURNS
Once your order comes through and your meals are packed, we use a number of carriers to get our food to you safely.
The majority of meals are delivered via Royal Mail, but we also use couriers for larger orders (over 2kg) and for shipping abroad.
We offer free UK shipping for any orders over £15. Should you require faster delivery, the services available are detailed in the table below:
Standard Delivery: your order will be sent with Royal Mail 48. This is an untracked service which usually arrives 2-4 days after you place your order.
Express Delivery: your order will be sent with DPD's next day service if it is over 2kg, and with Royal Mail's 24 hour service if it is under 2kg. Your order will typically arrive 1-2 days after you place your order.
Tracking: Royal Mail's 24 and 48 hour services are untracked. In case you require a tracked service, please select Express Delivery, and leave a note with your order for us to send it with DPD.
Currently our wonderful European stockists are supplying everybody in Europe with our products. Please see here for a full list of our stockists.
We have had to make this change due to Brexit and the accompanying nightmares with customs. In case you would like to order directly from us, please get in touch to discuss your requirements.
Other International orders:
We are sending all other international orders as usual. However, some are still experiencing delays due to COVID.
Please check any delivery delays within your country before ordering.
We are doing our best to send parcels with the most reliable couriers possible. In case your parcel is taking longer than expected to arrive, please don't hesitate to get in touch with us so that we can track it down and get it to you as soon as possible.
We ship worldwide.
If you cannot see your country or region on the list above, that doesn't necessarily mean we can't deliver there, it just means we haven't yet! Please get in touch with us to discuss delivery to your part of the world.
Need express delivery but can't see an option above? Again, just let us know and we'll be happy to help.
Transparency behind our delivery charges.
Simply put, we want our delivery charges to be fair.
We aren't looking to make a profit on the delivery we charge - in fact, if you include the labour cost of someone packaging up your order and taking it to the depot we make a small loss.
We do this to allow people to order small quantities as well as place big orders.
For free delivery, we have carefully worked out a minimum order value which is financially sustainable for us, and is as low as possible for you.
Service vs cost.
While cost is very important, we also place a lot of importance on the service that a courier provides to our customers.
After long experimentation, we've settled on Royal Mail or DPD for most UK deliveries.
Royal Mail are our preferred option for orders under 2kg. They offer an incredibly quick, reliable, and affordable service for small parcels. Currently, we use their 24 and 48 hour services. They have proved very reliable so far, but if you would prefer to have your order sent with a tracked courier just let us know.
For orders over 2kg, our preferred courier is DPD. These deliveries are fully tracked, and DPD keep you brilliantly updated on your parcel's progress. They'll message you with a 1-2 hour time window on the morning of delivery, and also give you plenty of opportunity to reschedule the delivery if it isn't convenient.
We'll use a combination of UPS, DPD and other couriers to ship with the most efficient service to your area.
Keeping it green.
You might find the box your meals arrive in looks a little unusual...
This is because we want to do even better than using recycled packaging. Instead, we're using re-used packaging. All the boxes, envelopes, newspapers, bubble wrap etc that we (and a bunch of our friends - thanks guys!) get through the post, we keep.
Then, when an order comes through we rummage through a huge pile of boxes until we find one the right size, and send your meals out in those.
The only materials that we have to buy new are the parcel tape and labels.
Not only does this save energy and resources, it also means we can pass on the (admittedly very minimal) money we save to our customers in the form of cheaper delivery.
If you'd like to know more about the benefits of re-using over just recycling, there's a great article here which also has some great suggestions for re-using other items too.
Up to 0.6kg
Not tracked and will arrive within 24hrs
Please note we cannot offer same day delivery.
Standard shipping times may vary.
How quickly will my order get packed?
During the week, we aim to pack and send your meals within 24 hours of receiving your order. Once your order is placed and the meals have left the building, you should receive a shipping confirmation email to let you know they are on their way. If your package is being sent by courier, you should also receive a tracking link.
If you are unsure about delivery times at any point, please feel free to get in touch and we can let you know the status of your package.
How quickly will my order be delivered?
The table above gives an outline of our estimated delivery times. Please be aware that any hold ups once the meals have left the kitchen are out of our hands, although we will always try to assist with tracking packages.
If I am eligible for free shipping, how quickly will my package arrive?
You qualify for free shipping if your basket value is over £15 and you live in the UK. These orders are sent via second class post and should be delivered to you within 2-3 working days of leaving the kitchen.
Can I leave delivery instructions for the postman?
Yes. If you know you are unlikely to be in when your package arrives, you can add a note for us during checkout to pass on to the postman or courier.
What happens if I miss the courier?
Generally speaking, a courier will make two attempts to deliver your package. If you are not available to take receipt of your delivery on either occasion, the courier will return the box(es) will to us. Please note we may be able to refund your meals but not the associated shipping fees.
Do you offer same day delivery?
Unfortunately we cannot offer this service.
What might hold up a delivery?
Public holidays: These affect working days. You can find a list of UK holidays here.
Customs: Import legislation can be stringent depending on the country in question. Please note that duties may be payable outside the UK from January 2021.
Packages going missing: This is extremely rare but, in all cases, we will make every effort to help you track your parcel. Please get in touch if you are worried.
Confusing addresses: It is very useful to be able to give the courier your phone number when you give us your shipping details so they can call you if they get lost. There’s an option to give us this when you check out.
The recipient is not at home: If there is a good place for the postman to leave your parcel if you're not in, let us know when you start the checkout process under ‘notes’. We’ll pass that information on.
What happens if my meals don’t arrive on time?
We will make every effort to get your order to you on time. If you are concerned about your parcel, please contact us.
Our standard postage service does not come with a delivery guarantee, so we cannot accept responsibility for these orders delayed during carriage.
If you have paid for expedited shipping and your order is late, we will refund you the cost of carriage. You may also wish to return your meals in this case, and we can refund these upon receipt.