Shipping policies

Processing and dispatch

Orders placed before the daily cut-off on a working day are picked and dispatched the next working day. Orders placed at the weekend or on a public holiday are processed on the next working day.

You receive a confirmation email when the order is placed and a second email with the tracking link once the parcel has been handed to the carrier.

Cold chain and packaging

Temperature-sensitive products are packed in insulated boxes with coolant so they stay within their storage range in transit. Outer packaging is plain, with no product names or contents visible from the outside.

Refrigerate temperature-sensitive items as soon as they arrive.

Delivery areas and rates

We ship across the European Union and to selected destinations outside it. Available options and exact rates are calculated at checkout once you enter your delivery address.

Orders above the free shipping threshold shown in your cart ship without a delivery charge.

Customs and import duties

For destinations outside the EU customs authorities may charge import duties or taxes. These are set by the destination country, are not included in our prices and are payable by the recipient.

You are responsible for checking that the products you order may lawfully be imported into your country.

Delays, damage and lost parcels

If tracking has not updated for several working days, contact us with your order reference and we will open an enquiry with the carrier.

If a parcel arrives damaged, photograph the outer box and the contents before unpacking further and send the images to us within 48 hours of delivery so we can arrange a replacement.

Incorrect addresses

Please check your delivery address carefully before completing checkout. If a parcel is returned to us because the address was incomplete or incorrect, we can resend it once the return arrives, with a new shipping charge.