FAQ – ScandiKitchen

Please find our FAQ below, full of useful information that should answer any questions you might have.

Topics covered include delivery times and options, delivery costs to UK and EU, questions about stock and product availability, returns and more.

Do you have a question that is not currently covered? Please contact us and we will do our best to help. Find our contact details below.

FAQ – Frequently Asked Questions – ScandiKitchen

Christmas Period – FAQs

When will my order arrive?
– During busier times* orders may take up to 7 days to dispatch. This means if your order is placed on the 1st, it may be shipped as late as the 10th, allowing for weekends. We will email you every few days letting you know the status of the order, and you will receive a dispatch email with tracking information once the order has been shipped.

(*busier times are typically November through December, and surrounding other holidays or occasions such as Easter, 17. May and midsummer).

PLEASE NOTE that our web shop will be closed from the 10th of December.

We are unable to accept any new orders after this date, this includes customer collect orders. This is due to the high volume of orders we are currently processing. No exceptions, sorry.

Our Central London Café & Shop is open daily and fully stocked until (and incl.) 23rd December, so do pop by and our lovely team will be happy to help.

If you have already placed an order don’t worry – our lovely elves are working as fast as they can to get them out to you – it will be with you before Christmas.

 

Here are some FAQ’s that might help your query
Where’s my stuff?
If you have a tracking number, please do try that. If this gives you no result, we will look into it as soon as we are back as we need to contact the courier (also during office hours, we are also unable to reach them out of hours). It may be your parcel is lost, delayed, delivered to a neighbour – it can be many things, so we prefer to check with the courier first. Send us a mail with your order number, tracking number and order date and we’ll get onto it.
Is my delivery likely to arrive on a weekend day?
No, not unless it has been arranged that way. We delivery weekdays 9-18. We’re sorry, we are unable to give a time slot.
Can you leave my stuff with a neighbour? 
If you have authorised us to tell the courier to do so, yes.
I missed my delivery – can you re-deliver?
The first step is between the courier company and you if you miss the delivery – while we will try to help, the best thing to do is contact the courier service as they are the ones who can re-book it. Please be careful when ordering chilled food as we can only guarantee it on an overnight shipment.
 
I don’t need my goods until 24th December
We will ship when the order is complete – we are unable to hold orders until then for several reasons 1. It’s impossible for us to ship everyones food in one day and 2. things can go wrong that close to Christmas.
I’ve got broken stuff
It happens from time to time and we’ll do our best to save the day. Please could you take a photo or two and ping us an email with order number, day received and the details? We will get onto the couriers immediately.
I’ve got missing stuff/wrong stuff
If this has happened, please let us know the details, order number, receive date and ideally a photo – and we shall do our best to fix.
Why are you shipping orders late?
Every year around this time, we run a back log of orders so our usually shipping is 7-10 days instead of 1 day. We do our very very best to keep it as short as possible. You will get some mails tell you what batch you are in and when we expect to be able to ship. Don’t worry – your order will be with you before Christmas.
Do you have stock of….
We update our stock all the time. Sometimes several times a day. We get new stock all the time, too – so do check back.
Do you have stock of something in the cafe shop?
Try calling the cafe  on 020 7580 7161 for real time stock there. They are unable to reserve stock or take payments over the phone, sorry. but they’ll be happy to help where they can. Sometimes, during busy periods like lunch, they can’t pick up so try mornings or late afternoons.
General questions;
What do I do if I am not at home to receive delivery?
– If you’re ensure whether you will be home to take delivery you can add a note at checkout with instructions on where the parcel can be left in the event you are not in to take delivery – for example; Please leave behind flower pot if  not in. Please also leave your phone number so we or the courier can contact you if we need more info from you in order to ship or deliver your order.

 

I have placed an order now, when will I get the order?
– If your order is placed before 1pm, we aim to dispatch the same day. Most postcodes have next day delivery – please see exceptions here. Please remember we do not ship orders containing chilled goods over the weekend – so if your order is placed after Thursday 1pm we will not ship it until Monday. Contact us for more info.

 

When is the last day I can order if I want it before Christmas?
– This varies year to year – but generally we advise you to order as soon as possible as we experience a very high volume of orders and there may be longer wait times the nearer the time we get. Christmas stock usually becomes available mid-to-late October.
For the rest of the year, other guidelines apply – as follows;
Most orders before 1pm will receive next day delivery*, in the event that all details submitted are correct and that the goods are available to send. Please note that orders made after 1pm on a Thursday will be shipped on Monday for Tuesday delivery.

*UK mainland only, excluding certain postcodes- see full details on our delivery information page.

Can I collect my goods?
You can choose to pick up your product from our store in Central London. When you make an order you can expect to pick up your order from our shop on either Wednesday or Friday.

 

Where do you deliver?
We ship all over UK mainland using UPS couriers, as well as also offering international delivery. Certain limitations and surcharges apply to addresses in the Scottish Highlands and outlying islands. Please explore the shipping charges in further detail below or in the delivery section of our website.

Please note we are unable to ship goods outside the EU due to tax reasons.

 

How much will delivery cost?
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose.

UK Mainland (see below for exclusions) receives free delivery for orders above £60 and £6.50 for up to 30kg. Surcharges may apply to orders over 20kg net weight. Our couriers, APC & UPS, strive to deliver UK mainland orders the next day however sometimes things happen that are out of their and our control – such as severe weather conditions or similar.

Special delivery charges and times apply for certain rural postcodes – click here for more info.

Northern Ireland & Republic of Ireland: delivery charge is £12.95 up to 20kg in weight. Delivery time 2 days.

Isle of Man delivery charge £27.95 up to 20kg. Delivery time 2 days.

The Channel Islands are treated as international deliveries. Delivery charge is £27.46 up to 20kg; delivery time is 2 days.

We use APC and UPS to deliver parcels. Please see their respective websites for more details and to track your delivery.

 

Details for International Delivery?
We can ship some items to mainland Europe (within the EU member states only). Delivery charges depend on location and will be advised at point of order.

Please note that we can only ship certain items – mainly dry goods and non fragile goods. no drinks, jars or fresh items can be shipped and we accept no liability for any fresh items being delayed in transit, nor do we accept liability for temperature controls of these items during transit. Deliveries to mainland EU is done on a 3-5 working day basis and we do not accept any liability for delays that may occur via these shippers.

Please note we are unable to ship goods outside the EU due to tax reasons.

 

My order is over £60, why am I not getting free delivery?
Special delivery charges and times apply for certain postcodes – please click here for more details on special delivery times.

 

What about security?

On the issue of security, our Privacy Statement states :

5.1 We employ security measures to prevent unauthorized access to information that we collect online.

5.2 We use a secure online order form for all purchases made via the Website. All data transmitted via this form (including credit card details) is 256bit encrypted so it transmitted securely. To verify this, when placing an order using the Website a padlock will appear in your browser. It is normally in the status bar, towards the right hand side, at the bottom of your browser window. You can double click this padlock to verify that the secure certificate has been issued to the Website.

How do special offers and gifts work?

When offering free gifts with orders over a certain amount, it is always one gift per order regardless of order size.

Special offers are always only applicable at one offer per order – coupons and special offers cannot be combined in any circumstances.

Percentage offers are never applicable on delivery charges.

What if I want an item of Scandinavian food that you don’t currently stock?

Please feel free to contact us at 0207 998 3199 or via email at shop@scandikitchen.co.uk to recommend products that we don’t currently stock. Depending on availability and demand you may just see it pop up in store.

What if I need to return something?

You may return most new, unopened items within 30 days of delivery for a full refund (inside shelflife). We’ll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.)

Please note we are unable to accept returns of chilled, frozen or otherwise perishable items once they have left our stores, unless the product is faulty or defect. We are also unable to accept returns of items where the packaging has been opened or seal has been broken.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If there is a problem with your order, be sure to contact us at 0207 998 3199 or via email at shop@scandikitchen.co.uk.

What if the product I want is out of stock?

We receive weekly deliveries and regularly update our stock. In the event that your product is unavailable, check back a week later or contact the warehouse at 0207 998 3199 or via email at shop@scandikitchen.co.uk.

Payment types accepted
Secure Shopping with
Free shipping on orders over £60
£0.000 items

PLEASE NOTE our webshop is now closed, no new orders will be accepted until the 25th of Dec when we re-open. If you have already placed your order don't worry - we will ship it as soon as possible. Our central London cafe & shop is open and fully stocked until 6pm Dec. 23rd - our lovely team is there to help.