FAQs

please check our Christmas info page here before ordering.

Is there a minimum spend for delivery?     

UK-Shipping: £36 + £10 delivery 

Collection: No minimum!

What time will my order arrive?     

UK-Shipping: You will receive tracking information from DHL via text or email to the number or email address entered into billing details. If your order is a gift you are then responsible for sharing the tracking details, please see advise on gifts below.

Can I order in advance?     

Yes! We would alway recommend ordering in advance, occasionally DHL lose our parcels which is always frustrating but unfortunately completely out of our control. We're a small business so low priority for courier companies. Our cakes can be stored up to 3 weeks in a domestic freezer so ordering your cake a week or 2 in advance is the best way to go and would mean if there are any issues with couriers we can get a second parcel sent out to you the following week in time for your celebration. 

What happens if my parcel is delayed?     

We always book a 24 hour delivery service with DHL, our dry ice and insulation won't always last 48 hours so it's extremely important that you receive the parcel on your selected delivery date. If DHL delay your parcel unfortunately this means your ice cream will most likely arrive melted. Please contact us as soon as you realise something is delayed. We always advise ordering cakes in advance so we can ensure your celebrations aren't ruined by courier services!

*We are adding extra dry ice to all parcels throughout the Summer so if your cake/tubs are delayed they should still last over 48 hours.

Do you deliver to me?

UK-Shipping - We deliver to mainland UK with a next-day DHL service. Some areas of the UK don't qualify for next day service with DHL which unfortunately means we are unable to deliver to you. Our ice cream would not survive longer than 48 hours, even with dry ice! We have created an illustrative map here to show our UK Shipping areas. Please note that the map is an illustration and may not be 100% accurate so if you're unsure please check DHL delivery areas on their website.

What happens if I’m not at home when the delivery arrives?  

UK-Shipping: All deliveries will be made on a Thursday, DHL will contact you with a timeframe on the day. If you are not in when the delivery is attempted we cannot refund you for any melted ice cream. If you are not home DHL will leave the parcel on your doorstep or in a safe place.

How much is delivery? 

UK-Shipping: £10 per order (delivery may be more for large orders).

Why is UK-Shipping delivery so expensive?         

We understand that £10 for delivery seems like a lot in 2021. The cost of shipping our ice cream with DHL is actually a lot more than £10, we cover some of the costs ourselves. 

In order to ship to you, we need to purchase dry ice, send the parcel with a next day courier service and pack the boxes with insulation. All of this adds up to a hefty sum! Our packaging is also biodegradable/compostable.

We are working as hard as humanly possible to reduce our shipping costs but in the meantime, we hope you understand the difficulties we face.

Can I send a gift to a friend?

Yes of course! You must make sure that the person receiving the gift is home during the delivery slot, we will not refund any melted ice cream due to people not being home for the delivery. The tracking details will be sent to you, it's then your responsibility to ensure your friend/colleague etc. is home.

What should I do with the dry ice?

Simply leave the bags in a well ventilated area (it will evaporate into the air) You can then recycle the dry ice bags when empty.

See safety instructions here.

Are you conscious of your environmental footprint?

Yes! We are extremely conscious of the mark we're leaving on the planet and we are constantly trying to improve.

We are working hard to make sure all our packaging is sustainable by the end of the year but you'd be surprised how difficult it is to find bespoke biodegradable ice cream packaging! Our shipping boxes are compostable as well as the insulation within them, our local delivery bags are compostable and are printed with biodegradable inks. All our stickers and tapes are biodegradable and our tubs can be recycled.

If you visit our parlours our coffee cups, milkshake cups, straws, 1 scoop cups, spoons, bags and stickers are all compostable and biodegradable. If you choose to sit in your ice cream will be served in china cups to reduce waste. 

We use eco friendly cleaning products and source our ingredients as locally as possible, sometimes we even use fruit grown in our customers gardens to make delightful ice cream! We juice all our fresh fruit by hand and all our jams, brittles and meringues are hand-crafted in our kitchen. 

My order arrived but something is not right!  

If you are missing items or are not happy please contact us via email. Our management team will do our best to help you. If you call our parlours it’s possible a member of our front of house staff will answer and won’t be able to assist you so it’s always best to email. Please include your order number, name and any images you have when emailing us.

I placed an order but didn’t receive a confirmation  

If this happens please check all email inboxes i.e spam, junk etc. then if you still can’t find anything send us an email straight away and we will look into it for you.

Refunds & Returns

Unfortunately we are not able to accept returns for perishable goods. We may be able to refund you depending on the reason for the refund request. If you would like to request a refund please contact us within 48 hours of receiving your goods with images and a full explanation for the request. Contact us at: tornado@rubyviolet.co.uk

When will you be able to get back to me?  

Our team work varied hours and we are sometimes working from home due to Covid 19, but we aim to respond to all emails within 72 hours.

What are your opening hours?  

You can find our opening hours on the news page. We aim to stick to them but occasionally if the weather or footfall is bad we close early, all changes will be published on the news page so you can check before you set off.

Are your ice creams vegan/vegetarian?

All of our sorbets are vegan except for Watermelon & Mint Granita as it contains honey as a sweetener. Our ice creams contain dairy products i.e. milk, double cream and pasteurised egg. All our ice creams and sorbet are churned in the same machines so there may be traces. If you have a severe allergy we would advise against purchasing our products. Everything we make is vegetarian!

Coronavirus (COVID-19) Update                             

We have installed perspex screens in both our parlours, we’re using hand sanitiser before serving you and have bottles of sanitiser available for you to use. We sanitise surfaces throughout the day and have a QR code menu/ordering system at our King’s Cross parlour and a one-way system. All our front of house staff are wearing masks and we have the NHS track and trace posters on our walls for you to scan. 

How do I access allergen information?          

If you have a specific question about allergens in any of our products please contact us at parlour@rubyviolet.co.uk


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