In order to make sure the fresh and frozen items arrive in a fit condition, we use poly/cool box and dry ice/sorba freeze ice pack system for every fresh and frozen order (weights 2kg). Therefore, it will be automatically added to the basket if you have added a fresh/frozen item (marked with snow flake icon).

Our ice pack system can keep the frozen items below 3°C upon arrival. The frozen items might be slightly defrosted on the surface, but will still be in their best condition for refreezing or immediate consumption. Once your parcel has been received, please place these items in the freezer straight away.

The packaging fee is £5.50 and will only be subjected by order instead of number of parcels. That means, the fee for fresh and frozen packaging will remain £5.50 regardless if you have only 1 fresh/frozen product added to the basket or so many that the order weight over 28kg and requires more than 1 parcel to be sent out.

Unlike dry orders, fresh and frozen orders only dispatch between Tuesday to Thursday. This is to make sure the state of arrival of the perishable content can be kept intact, by having the best quality of dry ice/sorba freeze ice pack system included in the parcel, while minimising the risk of the parcel being delayed/lost in transit.

Our ice pack system can keep the frozen items below 3°C upon arrival. The frozen items might be slightly defrosted on the surface, but will still be in their best condition for refreezing or immediate consumption. Once your parcel has been received, please place these items in the freezer straight away.

If your fresh and frozen order unfortunately got delayed during transit, please contact our customer service team immediately.

Yes! You can enjoy free delivery service if your fresh and frozen order meet the following criteria.

• fresh and frozen order alone (ambient order not included) has an order subtotal of at least £55 before delivery charges applied; AND
• the weight of the fresh and frozen order is less than 28kg.

If your order fails to meet the above criteria at the same time, a delivery charge will be applied and calculated per parcel. Shipping cost will be calculated once you have proceed to checkout. If you please believed that the delivery charges is wrongly calculated, feel free to contact our customer service team.

We use dry ice/sorba freeze ice pack system for all fresh and frozen deliveries. The intention of its usage is to keep all fresh and frozen items intact upon arrival. If you do not see ice packs but only some empty packets in your parcel, that means dry ice was used for packing your order.

The state of dry ice will change depending on the temperature of the parcel. It is originally in solid form when we pack the order, but it will slowly evaporates as the temperature increases and turn directly into gas without becoming liquid. That is why the packets were empty when arrived. There is nothing wrong with it!

If you need to place a fresh & frozen order and know there are dates you would not be available to accept delivery, please let us know by entering the dates in the delivery notes during checkout or contact our customer service team via hotline or email immediately after placing the order.

If the parcel has already been dispatched, please provide a safe place or coordinate with a neighbour to receive it on your behalf. Do NOT reschedule for another delivery date.

If there is a delay due to the absence of a safe location or recipient, we CANNOT offer a refund.