Delivery
Still frozen when it lands
Every part of this is arranged around one number: the box has to stay under minus twelve until somebody opens it. That constraint decides which days we dispatch, how much dry ice goes in, and why we will not send a box to a locker.
The dispatch calendar
We pack in the evening and hand over at six the next morning. Nothing frozen travels across a weekend, which is the whole reason a Thursday order and a Friday order behave differently.
| Ordered | Packed | Arrives nationwide | Arrives in the EU |
|---|---|---|---|
| Monday, before 14:00 | Monday evening | Tuesday | Wednesday to Thursday |
| Tuesday, before 14:00 | Tuesday evening | Wednesday | Thursday to Friday |
| Wednesday, before 14:00 | Wednesday evening | Thursday | Friday |
| Thursday, before 14:00 | Thursday evening | Friday | Following Monday |
| Friday to Sunday, any time | Monday evening | Tuesday | Wednesday to Thursday |
Where we deliver
Prices in EUR, including VAT. Transit is counted from the morning the box leaves us, not from the moment you press order.
| Zone | Cost | Transit | Service |
|---|---|---|---|
| In the city | Free over 40, otherwise 4 EUR | Same evening, 17:00–21:00 | Hand delivered in our own insulated box |
| Nationwide | Free over 40, otherwise 6 EUR | Next working day | Dry ice, thirty-hour pack |
| Neighbouring countries | 14 EUR | 1–2 working days | Dry ice, forty-hour pack |
| Rest of the EU | 24 EUR | 2–3 working days | Dry ice, forty-hour pack, road only |
| Islands and mountain postcodes | 24 EUR | 2–3 working days | Route checked by hand before we dispatch |
| Gift cards, no frozen goods | Free | 2–4 working days | Letter post, ambient |
What is in the box besides dessert
Five decisions, none of them obvious, all of them the difference between a box that arrives hard and one that arrives disappointing.
The box is sized to the order
Nine box sizes rather than three. Air is the enemy of a cold chain — a six-lolly order in a twelve-lolly box loses temperature roughly twice as fast, so we would rather hold more cardboard than pack more dry ice.
Dry ice goes on top
Cold air falls. Pellets sit in a paper sleeve above the order, never beneath it, which keeps the whole box cold instead of freezing the bottom layer solid and letting the top soften.
A wool-fibre liner, not polystyrene
Sheep wool felted into a food-grade film pouch. It matches expanded polystyrene for about thirty hours and it goes in the compost or in a garden bed, which polystyrene never will.
One indicator card in every box
A single-use strip that turns from grey to red if the box has been above minus twelve for more than an hour. If yours is red, do not eat the order — photograph the card and we replace it that day.
Vented, never airtight
Dry ice sublimates into gas and a sealed box would eventually burst. Every box is vented and labelled as carrying dry ice, which is also what lets it fly if it needs to.
On the day
The delivery is the only part of this we do not do ourselves, so it is the part we over-communicate.
A message the morning of
Sent to whoever is receiving it, which for a gift is not you. It carries a four-hour window and the courier name. If the day is wrong, that message is the point at which it can still be moved.
Four hours in a safe place
A shaded porch, a step out of the sun or a neighbour. The courier records the drop time, and four hours from that scan is the limit we will stand behind — after that the box is a gamble and we would rather redeliver.
No lockers, no parcel shops
We will not dispatch to one and the checkout will not accept one. A locker is a warm metal cupboard in the sun, and a parcel shop has nowhere to put a box that is quietly venting carbon dioxide.
If it is missed entirely
The courier holds it chilled overnight and tries once more the next working day at no cost. If that fails the box comes back to us and we refund the order in full, including the delivery charge.
Questions
Can I choose the delivery date?
Any working day up to eight weeks out, chosen at checkout. We deliver Tuesday to Friday because nothing frozen should sit in a depot over a weekend, so if you ask for a Saturday we will suggest the Friday and say why.
The tracking says delivered but the dry ice is gone.
That is the box working correctly. The pellets are meant to be nearly spent on arrival — a box still full of dry ice means we over-packed and wasted your delivery charge on gas. Check the indicator card and the firmness of the dessert instead.
How do I get rid of the remaining dry ice?
Tip it into a sink or an outdoor step in a ventilated room and leave it to evaporate, which takes an hour or two. Never handle it with bare hands, never seal it in a bottle or a jar, never put it in a bin, and never leave it in a car with the windows shut.
Do you deliver outside the EU?
Not currently. A frozen box needs a customs route that does not involve a warehouse shelf, and we have not found one we trust. Stockists carry us in three countries outside the EU, and the stockists page is the honest answer for now.
Can I collect from the kitchen?
Yes, free, Tuesday to Saturday between 10:00 and 18:00. Bring a bag — we will give you dry ice for a long journey if you ask, but only if you tell us how far you are going.
What does the delivery charge actually pay for?
Roughly a third dry ice, a third the courier and a third the box and liner. It is not a margin line for us, which is why free delivery starts at 40 rather than at 25.
Once the box is open
Freezer first, kettle second
Get it in at minus eighteen within a few minutes of opening. Everything else in this list can wait; this cannot.
Check the indicator card
Grey is good. Red means the box went warm somewhere on the road, and it means we owe you a replacement rather than an argument.
Mochi wants ten minutes
Straight from a domestic freezer the rice wrapper cracks instead of giving. Ten minutes on a plate and it bites cleanly.
The liner is compostable
Wool felt in a food-grade pouch. Split the pouch, put the wool on the garden or in the compost, recycle the film with soft plastics.