Our chilled delivery costs £7.99. This is at the highest end of our delivery charges, due to the additional special care that is required. All orders are dispatched with a next working day service from DX 24 or Evri24. All products will be sent in appropriate packaging to ensure items are kept at the correct temperature during transit (max 48 hours). We operate a return and reuse policy with our chilled packaging, so please ensure you retain your chilled gel packs and chilled envelopes. Once you have made 8 chilled orders, please contact us at our contact us page and we will send you a return label to send the chilled packaging back to us. The packaging will be disinfected and reused to minimise the environmental impact.

We always strive to deliver orders in a timely manner; however, it is your obligation to supply a full and accurate address for delivery, and to ensure there is someone present to accept the parcel and ensure the products are chilled immediately upon receipt. You absolve us of any liability for the condition of the products when there is a delivery problem due to an incomplete or inaccurate delivery address having been provided, or if the courier is unable to leave the order at the address provided, regardless of any instructions given. You also acknowledge it is your responsibility to scrutinise all products received for any indication of not being fit to consume, and to let us know of any problems within 24 hours of receipt.

We highly recommend that you ensure someone will be present to take delivery of your order at the delivery address supplied. We will always email you with tracking details, to help you plan receipt of your parcel. If no one is present at the time of delivery, you assent to your order being returned to the courier’s depot to await redelivery. This may mean that goods are not kept at optimum temperature, although our ice packs are great at keeping orders chilled for a few days. Please note that couriers are not currently required to obtain a signature, and may leave chilled orders even if nobody is present to take delivery. Although they will always endeavour to leave the parcel in the safest possible location, occasionally, in the absence of a secure place, it may be left somewhere visible to passers-by. Please note that we are not liable for parcels which go missing in these circumstances.

Please note we may split orders if any items are delayed.

The 14-day ‘cooling off’ period for products stored at an ambient temperature, during which you have the legal right to return unopened items for a refund, does not apply to chilled products. By purchasing from us you acknowledge and accept that your order may be held up on its way to you and that this may involve the goods being transported or stored in circumstances where they are not chilled as per the manufacturer’s guidelines, and you accept they are safe for those periods of time they are not stored below the recommended temperature.