Delivery & Returns

When will my order be delivered?

You can select the day on which your order will be delivered, subject to the guidance below. 

£5.00 delivery charge on orders below £20.00 

Free delivery on orders £20.00 and over 

Delivery:

Orders that are placed on a Monday – Wednesday (excluding bank holidays)

  • Day 0 – Place your order before midnight
  • Day 1 – We will pick, pack, and ship your order
  • Day 2 – Your meals and/or nutritional drinks will be delivered to your chosen address

For example, if you place an order at 8:00pm on Tuesday, you will receive your order on the following Thursday, unless you select the premium Saturday shipping service (see below).

Orders that are placed on Thursday – Sunday (excluding bank holidays)

  • Day 0 – Place your order before midnight
  • Day 1 – We will pick, pack, and ship your order on Monday (excluding bank holidays)
  • Day 2 – Your meals and/or nutritional drinks will be delivered to your chosen address on Tuesday

For example, if you place an order at 8:00pm on Thursday, you will receive your order on the following Tuesday.

What if I'm not home for my delivery?

We will require a signature on delivery to ensure that your meals and/or nutrition drinks have been received safely. You will have the option of leaving safely with a neighbour, although they will also have to sign for delivery. At the moment, however, due to the covid-19 epidemic, whilst you will continue to be advised of the slot when your order will be delivered, in light of Government guidance, the parcel can be left at your door. Kindly recall that frozen ready-meals can be left in the shipping packaging until 18:00 maximum before the meals need to be put into your freezer. Read more about storing your meals in our guide.

Will the food stay frozen if I'm not in for my delivery?

For orders containing meals, our delivery boxes contain special insulation and dry ice packs to keep your meals frozen until 18:00 on the day of delivery (whatever the weather). Just make sure you put your meals in the freezer before then..  The nutrition drinks are best served chilled, so we would recommend that you put them in the fridge before consuming.

What do I do with the dry Ice?

 For orders containing Frozen meals, you will find several small envelopes containing dry ice within the frozen section.  When you unpack your delivery, please:

  • Take out the little brown envelopes containing the dry ice
  • Once the meals have been stored in your freezer, return the dry ice envelopes to the delivery box
  • Leave the box in a well-ventilated space (out of the reach of children and pets) for 24 hours to make sure all the dry ice has evaporated

You can then separate out the materials to recycle at home and/or dispose of.

Outer packaging recyclability

Most of our outer packaging used to protect your products during shipment is recyclable, and we are working on those elements which are currently not recyclable, for example we have moved to paper base insulate, that now also can be recycled together with the box, as paper. Specifically, the inner insulation for the frozen meals section of your delivery can be broken down and disposed of in your domestic refuse bin. 

Meals packaging recyclability

The outer sleeve, box and meal tray are commonly recyclable.  The tray lid should be disposed of in your domestic refuse bin.

What time can I expect my order to be delivered?

Our chosen courier operates between 08:00 and 18:00 Monday to Saturday.

Where is my order?

We send a delivery estimate in the shipping confirmation email sent to your email address. So if you're wondering where your order is, please allow up to this date for your order to arrive. If the date has passed and your order still hasn’t arrived, please contact our customer service team on 0800 083 4446. 

What if my delivery comes and the food has defrosted?

Please contact our customer service team immediately on 0800 083 4446 and we will arrange replacement.

What if I want to return some product or am not fully satisfied with the experience?

If you are not fully satisfied with the service or products received, then please contact our customer service team on 0800 083 4446.