We have pulled together all the questions we are often asked. If you cannot find the answer, or would prefer to talk to us, please call on 01989 730229.
Coronavirus / COVID-19: please note in order to protect drivers and customers alike our third-party courier (APC overnight) will not request a signature when your parcel is delivered.
- Do you charge for delivery?
- What time do you deliver?
- Do I need to be at home?
- Do you deliver outside of the UK?
- When will I receive my order? Can I choose my delivery day and time?
- How is the order delivered?
- When will I know my order has been dispatched? Can I track my order?
- I live locally, can I collect from your site?
- Do I have to create an account?
- What is my username?
- What are my payment options?
- How do I know if my order was successful?
- How can I amend my order?
- Can I send the order to an address other than my home address?
- Nutritional information
- Will I receive a VAT invoice?
- Will my delivery stay frozen?
- I cannot find the fruit which I want to buy?
- Can I return my order?
- Something is wrong with the order delivered.
- Your website states the product I want is unavailable?
Do you charge for delivery?
You will receive FREE delivery on a Wednesday or Friday if you spend over £65.00 and live in mainland UK!
Ultimately the cost of delivery depends on how much you order, when you require delivery and where you live. You can use our delivery cost calculator to determine the exact delivery cost.
- How much you order?
For mainland UK courier costs are as follows -
Order Value Delivery Cost Under £30.00 £ 7.75 £30.00 - £65.00 £ 4.50 Over £65.00 FREE
- When you require delivery?
Wednesday or Friday – no additional charge.
- Where you live?
No additional Charge:
Mainland UK covers all England and Wales postcodes as well as postcode DD,DG,EH,FK,G,KA (except KA27 and KA28) KY,ML,TD, AB1 to AB16, AB21 to AB25, AB30, AB39, PA1 to PA19, PH1 to PH3.
£6.00 additional Charge:
AB31 to AB35, IV1, PA21, PA22, PA24, PA25, PH4.
Any postcode not listed:
Please contact us direct to discuss bespoke delivery options as our courier does not deliver to your postcode on a next day service.
- How much you order?
What time do you deliver?
Our third-party courier, APC, is requested to deliver next day. We cannot be held liable for any delivery delays.
Once your parcel has been collected from our Packhouse you will receive a text and/or email notifying you that your order is on its way and it will be delivered the next day. The next morning you will receive a text and/or email notification informing you of tracking information.
Do I need to be at home?
You do not need to be at home but please let us know where to leave the delivery when you place your order. If your plans change and you cannot be at home during the delivery window provided you can interact with the courier and inform them directly where to leave your order.
All orders are left at the buyer’s risk. Please note we recommend orders are transferred immediately to a freezer upon delivery as no refunds or replacements will be provided to product that is defrosted.
Do you deliver outside of the UK?
Due to our products all being frozen we are unable to deliver our perishable frozen fruit through our usual courier service. If you are interested in pallet quantities to be delivered outside of the UK please contact us on [email protected] or call 01989 730229 with details of your order and address, we will endeavour to find a solution.
When will I receive my order? Can I choose my delivery day and time?
When you place your order, you can select the most convenient delivery date. We deliver on Wednesdays and Fridays. Orders can be placed up to 23:59 on Mondays for delivery Wednesday and up to 23:59 on Wednesdays for delivery Friday. We send deliveries on a next day pre-12 service (or a standard next day service depending on delivery postcode). We will do our best to accommodate late order requests where possible, please call us on 01989 730229.
How is the order delivered?
We use the third-party courier APC who will deliver your order on your selected delivery day. The frozen fruit is packed in triple walled insulated cardboard boxes with dry ice (CO2) to ensure it remains frozen in transit. Please transfer immediately to a freezer upon delivery. We cannot provide any refunds or replacements for orders which are not immediately transferred to the freezer to prevent defrosting. Dry ice is extremely cold and should be handled with care when disposing.
When will I know my order has been dispatched? Can I track my order?
A confirmation text and/or email will be sent as soon as the order has been dispatched from our Packhouse. Within this message our courier will provide you with tracking details so you can follow your delivery or provide extra information if you are not going to be available to accept the delivery. On the morning of your delivery you will receive a text and/or email with tracking information.
I live locally, can I collect from your site?
Yes! Please tick ‘collection from site’ when you place the order. Your order will be ready for collection 24 hours from order confirmation. Please let us know when you expect to collect the order within ‘special instructions’. We will not pack your order in insulated boxes with dry ice therefore can provide you with a 20% discount with zero delivery charge – no matter how much you order!
Do I have to create an account?
When placing your first order we suggest you create an account. The account will save your order history and delivery address for a faster checkout process in the future. However, it is not compulsory to create an account – you can checkout as a guest.
What is my username?
Your username is the email address you used when placing an order with British Frozen Fruits.
What are my payment options?
We use Paypal as we believe it is a very safe way to buy goods online and is easy for you the customer! You do not need to have a Paypal account to buy our goods, you simply select "debit / credit card" at the payment stage. Paypal is an international secure payment service used by millions of people every day for purchasing goods online. You can pay for your goods using any major credit card including Visa, Mastercard or American Express. A confirmation email will be sent when the payment has been processed.
How do I know if my order was successful?
As soon as you have completed your order you will receive an order confirmation by email. For any reason if you are unsure if you order was successful, please contact us.
How can I amend my order?
If you need to make any changes (for example delivery date, delivery address or order quantity) please contact us direct on [email protected] or 01989 730229. Please note that once your delivery is dispatched (9:00am the day before your delivery is due) we will be unable to amend your order.
Can I send the order to an address other than my home address?
Of course! When you are at the checkout page and have completed your shipping information you will proceed to "Review & Payment". There is ticked box "Different billing address? Enter billing address below." Untick this box and another field will appear where you can enter a different billing address.
The nutritional information for each product sold on this website is available on the individual product page.
All our products are suitable for vegetarians, vegans and free from the major allergens. They are also packed at a nut free site.
Will I receive a VAT invoice?
Your VAT invoice will be sent automatically along with your order confirmation.
Will my delivery stay frozen?
Our frozen fruit is sent in triple walled insulated cardboard boxes packed with dry ice. As soon as you receive the delivery we recommend the fruit is transferred immediately to the freezer.
I cannot find the fruit which I want to buy?
If you are looking for a particular fruit which you cannot find on our website, please feel free to contact us and we will look into stocking that fruit.
Can I return my order?
Unfortunately, due to the nature of the product we are unable to accept returns. In the unlikely event that goods have not been supplied in accordance with the purchase order please contact within 48 hours of order receipt on 01989 730229 to agree a refund or replacement. Replacements will be sent on our next shipping day, and refunds proceeded within 48 hours.
Something is wrong with the order delivered.
In the unlikely event that something is not correct with the order you receive please photograph the issue and report to the office within 24 hours of order receipt. Please initially call on 01989 730229 and follow up with an email including the photographs to [email protected].
Your website states the product I want is unavailable?