Getting your order ready

Orders are collated during our normal working hours by our happy team of warehouse staff. Each item is scanned and checked against your order to ensure mistakes don't happen. Once your order has been completed by the warehouse, you are sent an email to let you know that it has been sent to the despatch department. On rare occasions, we may run out of stock before your order can be completed. If this happens, you are automatically informed by email and then the despatch team will get in touch to offer a speedy resolution.

Packing orders

Once your order reaches the despatch department, it is then checked again. Care is taken to ensure that everything is perfect before careful wrapping and packing.

When you place an order with us, you are given the option to "Use recycled packaging". This option allows us to use recycled cartons (when available) to reduce our carbon footprint and environmental impact. As a company, we empty a huge number of very strong cardboard boxes when we create our mixes and pack our range of foods. Instead of sending these to a recycling centre, it is better for everyone if we can use these boxes when sending out your order. Indeed some of the boxes are so strong that it really does seem a shame not to let them live again!!

Please note that some products will always be packed in recycled packaging, for example: complete (25Kg) sacks of rice/grains etc. Some items cannot be packed in recycled packaging. Weight critical items, such as economy or Airmail packets may need to be packed in padded envelopes in order to keep the weight down. 

Glass items will usually be packed using recyclable foam wrap. We've tested countless different techniques for ensuring glass survives handling by couriers and the foam wrap is the best! It is made from LDPE and is resin code 4 so can be recycled anywhere that accepts "soft plastics". 

Glass items are now packed in cardboard sleeves, thus making them easier to recycle. This makes them look slightly less "pretty" but it should be better for the planet!

Despatching orders

Once your order is packed up and ready to go, it is sent using the chosen delivery option. Couriers will be in touch via email or SMS, so it is a good idea to supply a mobile number if possible.

Delivery options

At checkout, you have the options of different delivery methods. These are as follows:

^* The maximum weight includes all packaging. For example, a 25Kg bag of oats weighs around 28.5Kg including the sack and shipping box. Some products we sell are much heavier than their weight implies. For example anything in a glass jar, a plastic tub or similar "hard" packaging. These often extra packaging that will further increase the weight. The website knows all this and calculates it for you.

Please note

We do not currently send parcels to Jersey, Guernsey, Northern Ireland or Outside of the UK - Sorry!

We are unable to deliver to military bases, however BFPO is available via Royal Mail so if your order is 3Kg or less, this may work for you! If you require delivery to a UK military base, you must arrange for the courier to be allowed onsite without having to wait or make a phone call. Some couriers will not even attempt delivery to a base so please bear that in mind when you order. An address outside of the base's perimeter is the best option! Couriers will charge us for returned parcels that cannot be delivered. This cost will be passed on to the consumer and the balance of the order refunded.

Delivery requests and changes to deliveries

Sometimes you need to specify additional information to the courier, like "please leave in the parcel box - use the code 1234 to open it". Couriers require the recipient to do this, by clicking on the link in the email they send shortly after collection from us. DPD has an excellent app that is available for both Android and iOS. This enables the customer to describe where to leave their parcels in the event that they are not home to receive them. You can even upload a picture of your house/safe place and set the location using the app. This is really useful for properties that are hard to find (A house with a name, not a number on a country lane in mid December is a great example of "hard to find"!). 

Whilst we are happy to include any information you give us in the "Additional Information" box, we cannot guarantee that the courier will see this and to avoid disappointment, we urge customers to follow the delivery link in their confirmation emails from the courier.

Delivery to Parcel Shops

Parcels can often be delivered to "parcel shops" if the recipient is not going to be home. This is the best option for many deliveries as these shops are normally open well outside of working hours. They are normally convenience stores or filling stations. There is a size and weight limit so parcels over about 10kg may not be accepted.

Delivery costs

Delivery is charged at cost less a reduction based on your order value. A single parcel to a mainland UK address (excluding London congestion zone and Scottish highlands) is free when spending £52 (DPD) or £34 when sending a smaller parcel via Royal Mail. If your order is big enough for free delivery but you  have been charged delivery, it's probably because the system has split your order into another box.

Because our system uses a sliding scale, the price will vary depending on the order. For the example above, if you spend £26 (or £16), you'd get half-price delivery!

The reason for using this system is not to confuse you, but to be fair. Unlike many companies online, we don't hike up our prices and then offer free delivery, nor do we make a profit from our delivery charges. Instead, we keep our prices low, we re-use cardboard boxes and packaging, and try and pass on all these savings to you. If you find that the delivery charge seems high, try adding some extra items to your bag and see the charge reduce.

Northern Ireland Customs and Taxes 

We regret that we are currently unable to send goods to Northern Ireland. This is due to the UK leaving the EU and the fact that there is no hard border between Northern Ireland and the Republic of Ireland.

We aim to restore delivery options to private individuals in Northern Ireland within a few weeks (Mid April 2025). B2B sales (products sold to a business) will not be re-enabled. 

Delivery Restrictions

Please note that in order to get parcels delivered first time, parcels may be left with a neighbour if the recipient is not home when the delivery driver calls. If this is not appropriate, then please mention this in your order notes.

At present we are unable to ship orders to locations outside of the UK. This includes the EU, USA, Canada, New Zealand and Australia.