Café & Shop: [email protected]
Online & Warehouse: [email protected]
General chit chat: [email protected]
Please email us [email protected] as soon as you notice something is not right with your order details. We will need any changes of address in writing – but if you have placed an order for next day delivery, it is a good idea to call us 0207 5807161 so we can make sure we can action this for you.
If the package is already on its way when we are notified (including having been entered into the courier system for shipping), a redirection charge may incur due to the courier having to stop the parcel mid-shipment.
We will keep you updated along the way – and these are the emails you will receive from us:
Unfortunately, we are unable to hold orders back as we simply do not have the space. As soon as the order is packed it will be moved out for shipment. This happens in line with the estimated processing times – or faster, if we can.
If you notice that something is missing from your order, please reach out as soon as possible. Our team will try their very best to accommodate your requests, but if the order is already at the next stage we can’t make any amendments. During busier times – such as Easter, Midsummer and Christmas, we are unable to combine or add to any orders.
We do not accept responsibility for goods shipped outside the UK mainland and this includes Northern Ireland, outlying islands and the Channel islands. This is because the courier companies do not guarantee overnight shipping outside UK mainland postcodes.
If you do order chilled items to those postcodes, we will only ship them once you accept responsibility on your side. We will notify you by email and you will need to reply to this email in order for us to release the goods for shipping. If you do not reply to this email, after a few days, the order will be canceled from our system.
You can reset your password on your account page here by clicking on “Lost your password?”. If this does not work, you can email us and we’ll try to help although we only reply to emails during office hours Mon-Fri 9-17.
Your account will remain locked for 30 minutes if the system locks you out (either after too many wrong passwords attempts or similar). We know this is a bit annoying, but this is a security measure in case some bad bot tries to hack you – so all in all, it’s a good thing. Please reset your password if you can’t remember it, to avoid being locked out.
The most common payment issue is that the billing address entered on our website does not match the billing address registered to your card, so please ensure your address details are correct (house number and post code, especially). This can especially be an issue if your card is not issued by a UK bank. You can always choose an alternative shipping address if this differs from your billing address.
If you still have trouble with payment, please contact us 020 7580 7161 or email us [email protected]. You can also try using Paypal as they use different security encryptions – so this often helps (especially with non-UK registered cards).
All cardboard, ice packs and large gel packs can be reused as needed and they can be recycled. We do not recommend pouring gel pack contents down the sink. We use Polystyrene to ship frozen goods and sadly, this is not commonly recycled, however, some councils accept it so please do check. We are also very happy to accept these boxes back, if you wish – and we will re-use.
No. Currently, we do not ship outside the UK. This is due to the implications of Brexit. We would love to change this, however, currently, we do not foresee a way forward on this.
Items bought in the Clearance section or short-dated are not eligible for refunds or returns.
Some items are sold for very low prices to reflect short dates or cosmetic damage. We reserve the right to pack and ship what is a ‘reasonable amount’ in cases of larger orders being placed for clearance items – if we cannot fit it all in a standard shipment, the order will be reduced before shipping and the difference refunded. This is due to our couriers not being able to ship very large orders (volume and weight).
For click & collect orders, there are usually no such restrictions, but we may ask you to pick orders up from our Warehouse location in cases of large quantities.
Due to weight limits imposed by couriers, the standard delivery charge is based on a pre-determined maximum weight.
If you add a large amount of heavy items to your order, we reserve the right to reduce the number of items to fit in with the maximum courier limit for your package/area. In some areas, this is 20kg, in others it is 30kg. During seasonal busy times, certain items will have limits on them (Julmust, crates of Christmas beers etc). We will not reduce volumes unless necessary, obviously. We may not always have time to contact you regarding this before reducing your order, although we will try.
There is no limit on weight for click-and-collect orders.
Sometimes our team has to make amendments to an order last minute – removing an out of stock item or amending details. This means the label generated for your specific delivery may get canceled. Don’t worry, this is the label in their system, not the actual delivery.
Unfortunately, this generates an automatic email that states the delivery was canceled. If you are uncertain re such a message, please notify us so we can double-check – most of the time, this is just something that can be disregarded.
When you will receive your order depends on your chosen shipping option.
With Next Day deliveries placed before 12 pm on Monday to Thursday, you can expect to receive the order the next day (however orders placed after 12 pm on Thursday will be shipped on Monday for delivery on Tuesday).
Our No Rush orders are usually shipped within 3-5 working days from placing an order (depending on how busy we are at the warehouse). We will email you with tracking details once your order has been shipped. If we’re not busy, your order will be shipped sooner. During Christmas, lead times are usually longer.
We will email you tracking details once your order has been dispatched. You can use this to track your order. If this yields no results, you should contact the courier directly quoting your tracking number for more details on your delivery. Please note it can take a few hours for the tracking information to become available, once the order has been shipped but before it’s scanned at the courier’s end.
It can do, but most often deliveries are made Mon-Fri, unless you have specifically chosen to have a Saturday delivery.
If you are unsure whether you will be at home to take delivery you can add delivery instructions for the courier if there is a safe place they can leave the parcel.
Alternatively, you can ask for the parcel to be delivered to a neighbour. You can enter this information directly with the courier once you receive the tracking info.
Please also leave your contact number so that the driver can get a hold of you should they need more information from you in order to deliver your parcel.
Note that if you have not given the courier permission to leave the order in a safe place, we cannot accept liability for them making that call on the day.
If you have ordered perishable goods and you are not at home to receive the delivery and do not specify a safe place, we cannot be held responsible and we will not refund for perishable goods if a courier has followed all delivery steps and attempts.
Yes – but only if you have authorised the courier to do so in your delivery instructions.
If you have missed your delivery and received a calling card (note: This may be in paper form or an email), please contact the courier directly quoting your tracking number to arrange the most suitable date for re-delivery. Alternatively, you can arrange a collection from the depot. Again, please liaise with the courier company. This is because we use the same helpline as you do for missed deliveries, so whilst we can do this for you, it does extend the time it will take to get to a resolution.
Of course, if there are issues outside of this, we are happy to help.
Yes, store collection will show up as one of the shipping options on the checkout page. You can also collect from the warehouse but please note this requires a pre-notified time slot for pick up so we can make sure we are around to help.
We ship all over mainland UK and we also offer longer services to Scottish Islands, Northern Ireland and rural areas.
Please note we are unable to ship goods outside of United Kingdom due to Brexit reasons.
The delivery cost will depend on your location. You will be able to see the available delivery options for your address once you have entered your address details and post code in the online shop shipping page. Collection from the shop and warehouse is free. Delivery is free for mainland UK orders over £75 (not including shipping).
Yes. We pack chilled goods with ice packs and ship them with an overnight service to ensure freshness of the goods. We have to ship frozen goods with ice packs in a special frozen safe insulated ice box, so an additional charge for the delivery box will be added to your order at the checkout page.
Our cafe has limited storage space so we can only fit around 70% of our full range in the cafe at a time. If you are looking for something specific, it will be best to call us on 020 7580 7161 before making the trip to check if we have the item in stock. Alternatively, to make sure you get your item you can place an order online for collection from store and you get access to all the bundle offers and the full selection. Please allow a few days for your order to be shipped from Warehouse to the London shop.
We get regular deliveries, so please check back soon. The best thing to do is to sign up to the waitlist on each product: then you will get an email when things are back in stock.
We get deliveries from multiple suppliers so not everything will in stock at any one time. If you have a specific question regarding an item, feel free to email us to ask and we’ll try to help.
We love to hear what food our customers miss the most from their home countries, or perhaps tasted on a trip to Scandinavia. While we cannot guarantee we will start stocking a product (we rely on our suppliers, logistics and a whole host of other things to import each item), we do keep a list of suggestions and go through them regularly for new and popular products when reviewing our range. Please email your suggestions to [email protected].
Please contact us at [email protected] and let us know which item was damaged. Any additional information is helpful – for example if the outside of the box was damaged then a photo, is really helpful for us in determining the next steps on the issue.
Please contact us at [email protected] and let us know which item was missing. We are always happy to help resolve the issue.
Unfortunately, we are not able to re-ship items and in these cases, a refund for the missing product will be made.
If an item is missing from your order, please do let us know as soon as you receive the order. We can’t verify missing items after 10 days post-delivery, so please do let us know as soon as you can if you find an issue with your order.
Once your refund request is processed, a refund via your original payment method will be reflected in your account within a few business days, depending on your bank’s processing times. It can be up to 5 working days but it is usually quicker.
You can return unopened ambient goods (unless discounted due to short dates) within 30 days of receiving your order. You will have to cover postage charges. We are unable to accept returns of any chilled goods as we cannot guarantee the chilled storage of items not packed and sent by us. Please email [email protected] for further instructions should you wish to return your goods.
Should you need to return items due to damage or similar issues, we may arrange for a return label to be created and cover the postage charges.
Yes, as long as your order has not yet been dispatched or packed/prepared for dispatch, you can contact us on 020 7580 7161 or [email protected] to cancel your order. We will email you back to confirm the cancellation.
Our cafe is doing its best to be environmentally conscious and sustainable.
Our cups and lids are 100% compostable (and have been for the past 13 years). If you bring your own cup you get 10% off and a nod of approval.
The packaging we use for takeaway is either compostable, recycled to begin with or biodegradable. We aim for the first one but we are waiting for the industry to catch up with this demand. Takeaway cutlery is 100% compostable and made from plants.
We charge 20p for our plastic bags in our grocery store but we prefer if you bring your own bags. Did you know when we started to charge for bags (this was way before it became law, actually), our consumption when down by 72% within a few weeks – and now that its the law, we use less than 8% of the bags we used to use back in the day.
You can sign up to our newsletter the get the latest deals straight to your inbox. We have weekly offers and we may email you twice a week. You can also check out our All Offers page on the website and Roland’s Clearance.
We always offer bulk deals in our online shop, too.
We do not have the same offers online as we do in our London shop.
We have made a decision not to allow dogs inside our cafe and shop. Whilst we love dogs, we feel that our space is too small to accommodate them inside, both in the cafe area and in the shop. You are of course allowed to have your dog with you in our little outdoor seating area.