The questions we actually get

Because a batch is ninety units and we do not make a second one to catch up. Fruit arrives on a Tuesday, we churn on the Tuesday, and the flavour is on sale until it runs out. Restocking it would mean buying fruit we have not tasted, which is the one shortcut we are not willing to take.

Sometimes, and never on a promise. Lavender returns most Junes because that is when the field we buy from cuts. Lemon cheesecake was a one-week idea that stayed for three years. If a flavour is retired we say so on the product page rather than leaving it greyed out forever.

No. Deposits on food we have not made yet feel like a way of borrowing money from customers. The monthly letter goes out the evening before a batch goes live, which in practice is the only warning anyone gets, and it is free.

Yes, and it makes no difference to the packing. They travel in the same insulated box at the same temperature. The only combination we cannot ship together is a frozen order and a gift card, because the card would come out of the dry ice damp.

Until the box is packed, which is the evening before dispatch. Write with your order number and we will either change it or tell you it has already gone. We do not charge for either.

Dry ice, a wool-fibre liner and a box sized to the order rather than to the warehouse. Dry ice sublimates at minus seventy-eight, so the air inside the box stays well under freezing for about thirty hours. We pack for thirty and ship on a next-day service, which leaves a wide margin for a van that runs late.

That is normal and not a fault. The pellets are meant to be nearly spent on arrival — a box still full of dry ice means we over-packed. What matters is whether the dessert is hard. If it is soft at the edges, photograph it and tell us the same day and we will replace the order.

A porch, a shaded step or a neighbour is fine for up to four hours from the delivery scan, and the courier records that time. A locker or a parcel shop is not, and we will not dispatch to one. Beyond four hours in warm weather we would rather redeliver than gamble on the box.

It is cold enough to burn skin and it should never be handled with bare hands or put in a sealed container. Tip the remaining pellets into a sink and let them evaporate in a ventilated room. Never in a bin, never down a drain with standing water, and never in a car with the windows shut.

Three months at minus eighteen for lollies, six weeks for mochi. Both dates are printed on the sleeve. Mochi is the shorter one because the rice wrapper hardens over time — it is still safe long after, it is simply no longer pleasant.

If it is still firm in the centre, yes, and it will taste very slightly icier. If it has gone properly soft, no — refreezing melted dairy is a food safety question rather than a texture one. Tell us and we will replace it rather than have you decide.

Two minutes for a lolly, ten for mochi. Mochi straight from a domestic freezer is harder than it should be and the wrapper will crack rather than give. Ten minutes on a plate and it turns soft enough to bite cleanly.

A domestic freezer cycles through a defrost phase every few hours and that movement of air puts a light crystal layer on anything uncovered. It is harmless. Keep the sleeve on and it will barely happen.

The raspberry and the mango — passion fruit mochi are fruit sorbet inside a rice wrapper, with no dairy in the recipe. They are made in the same kitchen as everything else, so we declare milk as a cross-contamination risk and we will not call them vegan.

Locust bean gum in the dairy bases, at about two grams a litre, because without it a small-batch churn turns coarse within a fortnight. No colours, no flavourings, no glucose syrup. The full list is on every sleeve and in the table below.

No. One kitchen, one set of equipment, and a genuinely allergen-free run would need a deep clean we cannot honestly guarantee between batches. We would rather say that plainly than sell a reassurance.

Three farms — raspberries and lavender from one about forty minutes away, mango and passion fruit through a single importer we have used since 2019, and lemons from a co-operative in Sicily. We have visited all three.

Yes, and it is the most common order we pack. Choose their address at checkout, add a note, and the price is left off everything in the box. They get a message the morning of delivery so nobody comes home to a warm parcel.

Any working day up to eight weeks out. Perishable deliveries and weekends do not mix well in most buildings, so we deliver Tuesday to Friday and we will suggest the Friday if you ask for a Saturday.

Nineteen at the moment, and we keep the list short because the supply is honest rather than large. Litre tubs for service, a dry-ice box for transport, and we come to the first service ourselves.