Our system will automatically split ambient items from fresh and frozen items during checkout, and treat them as 2 separate orders. That is why delivery charges will be applied if both or either one of the orders has a subtotal of less than £55 (excluding delivery charges).

By splitting the orders and having them dispatched individually, we can ensure the state of arrival of the perishable content is intact and in near-perfect condition. It will also minimise the chance of content being discardedduring transit, as the courier partner may discard parcels with perishable content if it was not delivered within 24 hours.

For fresh and frozen orders, DHL is the only courier partner available. Delivery charges will be applied if the order subtotal (excluding delivery charge) is less than £55 OR when the weight of the order is over 28kg. It also includes the fresh and frozen packaging fee of £5.50 for every order.

For ambient orders, EVRi and DHL are both available. The shipping fee varies depending on the courier partner, weight and delivery location. For more information on available delivery services and prices, please see our delivery page.

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.

Our order process time is 2 - 5 working days. Once dispatched, the delivery lead time will depends on the courier partner you have chosen during checkout. Sometimes, the delivery time may take longer due to unexpected delays from courier partner or local activities in the delivery area. These information will be provided by our partner through SMS/email.

If the delivery status was marked as "Delivered" on the tracking website, but the parcel was no where to be found from the location/places provided in the proof of delivery photo, please contact our courier partner and our customer service team immediately.