What time will my order arrive?
Local Delivery: Between 12pm-6pm, unfortunately, we cannot guarantee a specific timeframe.
UK-Shipping: You will receive tracking information from DHL via text to the number 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.
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 24 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.
Local Deliveries: We would like to ask all customers to be home for their scheduled delivery date. We appreciate it’s difficult as we’re not able to provide a specific delivery time frame but as we’re delivering frozen delights we cannot leave the parcel in a safe place so it’s really important you schedule the delivery for a day you are home and if something comes up last minute just give us a call to let us know.
How much is delivery?
UK-Shipping: £10 per order (delivery may be more for large orders).
Local Delivery: £5 per order under £40, Free over £40.
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! If you're ordering a gift with local delivery please make sure you provide us with the recipients phone number, we won't use it - it's just for emergencies! If you're ordering for UK shipping 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.
Are you conscious of your environmental footprint?
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: firstname.lastname@example.org
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.
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. Our delivery driver wears gloves and a mask and sanitises his hands between orders.
How do I access allergen information?
If you have a specific question about allergens in any of our products please contact us at email@example.com