Here are the questions we get asked the most during Christmas.
If you do not find what you are looking for, you can check our full FAQ list here or email us on [email protected] and we’ll be happy to help.
Bye for now
Camilla, Satu and Ida.
When is the last order date for Christmas?
We set the final deadline when we reach capacity to make sure everyone gets their stuff in time for Christmas. It’s likely to be 15-16 December. We aim to keep it open past this date, but it depends on how many orders we still need to ship. We recommend ordering well before the last date as there’s always a huge rush in the last days.
Is the stock the same online as in the two London shops?
No. Our physical London shops use a different stock system, so what shows online isn’t the same as what’s in the shops. The shops receive daily deliveries from our warehouse, and you can check whether a product is usually stocked in either location on the product page on our website.
Can you hold stock for me?
We cannot reserve any stock at the cafes or online. We get asked this a lot, and it is unfair if we make exceptions.
Can I add to/ amend my order?
We are unable to combine or add to any orders once placed, without exception. This is due to the volume of orders in the system during this time. Even a small amendment can delay multiple orders behind yours and delay shipping. If you forgot to add something to your order, we advise placing a new order for the missing items – these will be shipped separately.
There was something broken/missing/wrong in my box.
Ouch, sorry to hear this. Please contact [email protected] , and we’ll investigate. Please note we’re unable to re-ship damaged/missing items, but we can issue store credit or a refund.
What if I’m not at home to take delivery of the parcel?
Many orders contain chilled and frozen goods: it’s your responsibility to ensure you’re home to receive a delivery as we cannot otherwise guarantee temperature on arrival. You’ll get an email from us the evening your goods ship and usually also an email from the courier company. Please do not re-arrange deliveries containing chilled/frozen items under any circumstances. If you reschedule or miss a chilled/frozen delivery, we are not able to refund. You can find our full terms & conditions here.
My order did not arrive as expected, what do I do?
Please track your order using the links provided by the relevant couriers (you’ll find this in your shipping email). It’s best to speak to the courier first. We pack orders containing chilled items with care to withstand short transit delays, especially during the winter months.
If I put stuff in my basket online, does it block the stock for me?
No, only checking out with payment will secure stock.
You removed an item from my order without telling me.
From time to time, we have stock gremlins or an item that was too close to expiry to send. If it’s a few items from a bigger order, we’ll ship the remaining goods and refund you for the items removed. We know this is not ideal, but during busy times we cannot hold the shipping queue.
What are the dates on the products I’m ordering for Christmas?
We get weekly deliveries from across the Nordics. All our stock has different best-before and use-by dates, like products in other stores. We cannot always guarantee that the fresh goods you order have dates that go past Christmas.
When do I have to collect my click & collect order from the London shops?
You’ll receive an email when your order is ready to collect. Please note we cannot hold orders for longer than 4 days, and if you don’t pick it up, your order will be sent back to the warehouse. Temperature-controlled items will be kept chilled/frozen until collection, but we will not be liable for short shelf-life products not picked up in time. Make sure you choose the correct London shop for pickup, as we have two store locations (Fitzrovia & Victoria), as well as StockHome, our northwest London warehouse.
I placed an order after the 23rd Dec; when will I get it?
After Christmas, our general order shipping resumes on the 4th of January. Our big Sale starts on 26th December (or 27th, depending on how much Amaretto Bronte has indulged in).
What are your phone hours?
Our phone lines are open 9:00-17:00 Mon-Fri
24-27 Dec: CLOSED
28-30 Dec: 9:00-17:00
31 Dec: 9:00-15:00
If you call us outside those hours, the café team may answer in the middle of making a flat white. Please note the café team can’t help with online order issues (they do not have access to check).
London shops & café Christmas opening:
Fitzrovia:
23 Dec: 8:00-19:00 (Café will close at 15:00).
24-27 Dec: CLOSED
28-31 Dec: 10:00-17:00
1st Jan: CLOSED
2nd Jan: normal hours
Victoria
23 Dec: 7:30-18:00
24-27 Dec: CLOSED
28-31 Dec: 10:00-17:00
1st Jan: CLOSED
2nd Jan: normal hours
Where did I leave my keys?
They are behind that picture of Auntie Gunilla on the mantelpiece.
God Jul / Merry Christmas from the ScandiKitchen team.
