Once an order has been placed, its status can be viewed in your account. Modifications can only be made to the order if it has not been packed yet.
Awaiting payment: The payment has not reached our account yet. Order modifications can still be made at this stage. A payment reminder will be sent to your e-mail address once a week for four weeks. If the payment has not reached our account by the end of this period, the order will automatically be deactivated. Should the payment reach our account after this period, the order can still be reactivated.
Ready for dispatch: The order has been placed, but has not been processed yet. Modifications can still be made to your order.
Currently being packed: The order is currently being packed or may be underway to the selected delivery service. Modifications are no longer possible at this stage.
Dispatched: The order has been dispatched.
Cancelled: The order has been cancelled.
Placing an Order
Placing an order is easy!
Use our search bar or navigation tools to locate the products you're looking for. Select the colour, size, flavour and/or quantity of products you want, then simply click the "Add to Basket" button.
When you have selected all the products you'd like to order, go to the top right-hand menu bar and click on "My Basket". Here you can modify the quantities of items added or delete them from your basket. When you are satisfied with your selection of products, proceed to checkout. If you are a registered customer, simply enter your login details. New customers can also easily create a customer account.
Next you'll be directed to the Delivery Address page where you can add or select a delivery address. Click on the "Continue" button, then select your preferred method of payment. In the next step, you can choose between shipping companies and opt for a gift box and/or greeting card, if you wish. Once these steps have been completed, you can review, then place your order.
Once the order has been placed, an order confirmation email will be sent to your email address displaying the order details. Your order will be processed as soon as possible after it is placed.
Product Availability & Stock Levels
We always try to have as many products as possible in stock for you.
You will find information about delivery times in two places on our website: directly on the product page and in your shopping basket.
You can view the status of the product on the product page. Products statuses include:
In stock: The product is available for immediate delivery. It will be shipped on the same or the next working day.
In stock as of: The product is currently not in stock, but should be available again as of the specified date.
Currently unavailable: Unfortunately, we do not have exact information as to when the product will come back in stock. It is possible that the supplier is having delivery issues or that there are difficulties with the manufacturer. To avoid unnecessarily long waits or delivery times, you are not able to order products that are unavailable. However, you can click on the "Notify as soon as available" button, and you will then automatically receive an email as soon as the product is back in stock.
Sold out: The product is no longer in production or has been removed from our range.
The delivery date of your order depends on several factors such as your delivery address, delivery service, the availability of goods, time of order and method of payment. Here is an example:
You order an "In stock" product. Only this product influences the delivery time your order needs. The expected delivery date is displayed next to the product and in the shopping basket.
If you add another product to your shopping basket that is not in stock, the estimated delivery date for the entire order will change. You can see the estimated date of delivery in your shopping basket.
We will let you know if there are any delivery problems with your order.
Additional Delivery Options
You can select a gift box during checkout on the "Delivery Options" page. All products are placed in the gift box when the order is being packed.
If is not possible to add a gift box after your order has been packed.
When selecting the "Gift Box" option, it is not possible to separate the order into products that are gifted and products that should not go in the gift box. This minimises the risk of damage during transport. Gift boxes are not sealed, which means that items can easily be removed without disturbing the structure and appearance of the gift box. If you wish to keep your gift items and other items completely separate, it is best to place two orders.
Warning! We reserve the right to dispatch the selected products using our regular packaging if the items do not fit into a gift box. The gift box will then be cancelled from your order.
At checkout, you can add a personal greeting card to your order. Choose between various designs, write a personal message and preview the finished version before adding it to your basket.
It is not possible to add a greeting card once the order has been completed.
Invoice Not Enclosed
This option is important if you are looking to send a gift box that does not contain the invoice. In such cases, the delivery address can vary from the billing address. The package is then shipped to the delivery address, and the invoice is sent to the billing address.
When the billing and delivery addresses are identical, the gift box and the invoice are packaged separately but are both shipped to the same address.
Isothermal Packaging, Fresh Produce Shipping & Shipping by the Manufacturer
Shipping by the Manufacturer
Some products such as bulky items are shipped directly from the manufacturer. This information will be reflected during the order process under "Delivery Options". Regretfully, no tracking information is available for this kind of delivery as it is dispatched directly from our logistics centre.
Our Customer Service Team is happy to assist with any enquiries that you may have regarding your order.
Further Comments Section
Our "Further Comments" section on the "Order Review" page at checkout is used to compile notes and requests for our warehouse. Unfortunately, we are unable to forward any delivery notes to the selected courier.
Our Customer Service Team does their best to forward these notes to the delivery companies. Regretfully, we cannot guarantee that the notes are received or taken into account by the courier.
Should you require any assistance or would like to modify your order, please contact our Customer Service Team.