FAQ – Frequently Asked Questions – ScandiKitchen
When you place an order with us…
We will keep you updated and these are the emails you will receive from us:
Confirmation email: we will send you a confirmation email when you place an order with us. Please double check your information just in case.
Dispatch email: when your order has been packed and shipped you will receive an email with your tracking details. Please allow a few hours for the tracking to display any information.
Order reminder email: during busy periods we may have longer lead times so we might send you an email reminder to assure you that we have not forgotten about your order.
Feedback email: five days after dispatch of your order, we will email you to ask for feedback. We value constructive feedback from our customers and if you think you can help improve our service we will always be happy to listen.
I can't login to my account
You can reset your password on your account page here by clicking on “Lost your password?”.
I entered my password wrong too many times. How long am I locked out of my account for?
Your account will be locked for 30 minutes. Please reset your password if you can’t remember it to avoid being locked out.
Why did my payment not go through?
The most common payment issue is that the billing address entered does not match the billing address registered to your card, so please ensure your address details are correct. 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 on 020 7580 7161 or email us on firstname.lastname@example.org.
How do I dispose of my online order packaging?
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. All polystyrene is not commonly recycled, however, some councils accept it. Please check with your local council for the most up to date information.
I have placed an order. When will I receive it?
This will depend on your chosen shipping option.
With Next Day deliveries placed before 12 pm on Monday to Thursday you will receive them 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 and we will email you with tracking details once your order has been shipped.
Can I track my order?
We will email you tracking details once your order has been dispatched. You can use these to track your order, or if this yields no results, you can contact the courier directly quoting your tracking number for more details on your delivery.
Please note our Royal Mail services are not tracked and Royal Mail’s handling time is 3-7 working days.
Is my delivery likely to arrive on a weekend day?
No, unless you have specifically chosen Saturday delivery. Unless this option has been chosen, our couriers will only delivery during the week, usually between business hours.
What do I do if I am not at home to receive my 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 the parcel to be delivered to a neighbour. 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.
Can you leave my order with a neighbour?
Only if you have authorised the courier to do so in your delivery instructions.
I missed my delivery. Can you redeliver?
If you have missed your delivery and received a calling card, please contact the courier directly quoting your tracking number to arrange the most suitable date for redelivery. Alternatively you can arrange a collection from the depot.
Can I collect from store?
Yes, store collection will show up as one of the shipping options on the checkout page.
Where do you deliver?
We ship all over mainland UK and we also offer longer services to Scottish Islands, Channel Islands and rural areas. We also offer delivery to most of Europe. Please see our delivery information page for more details.
Please note we are unable to ship goods outside of Europe due to tax reasons.
How much will delivery cost?
The delivery cost will depend on your location so you will be able to see the available delivery options for your address once you have entered your details on the website.
Can I order chilled or frozen goods for home delivery?
Yes. We pack chilled goods with ice packs and ship them with an overnight service to ensure freshness of the goods. We ship frozen good with ice packs in an insulated ice box, so a £4.50 additional charge for the special delivery box will be added to your order at the checkout page.
I have seen an item on your website. Do you also stock this in the cafe?
Most likely, however, our cafe has limited storage space so we can only sell 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.
What if a product I want is out of stock?
We get regular deliveries, so please check back soon!
What if I want a Scandinavian food item you don’t currently stock?
We love to hear what food our customers miss the most from their home countries, or perhaps from 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 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@example.com.
Returns And Refunds
I received a damaged item in my order
Please contact us on firstname.lastname@example.org and let us know which item was damaged. Any additional information, for example if the outside of the box was damaged or photos, is really helpful for us in determining what has happened.
I was missing an item/I received the wrong item
Please contact us on email@example.com and let us know which item was missing. We are always happy to help resolve the issue!
How long until my refund is reflected in my account?
We process payments a couple of times a week and once processed, refund to your original payment method should be reflected in your account within a few business days, depending on your bank’s processing times.
Can I return items?
You can return unopened ambient goods (unless discounted due to short date) within 30 days of receiving your order but you will have to cover postage charges. We are unable to accept returns of chilled goods. Please email firstname.lastname@example.org for further instructions if you wish to return your goods. Should you need to return items due to damage, we will arrange a return label to be created and cover the postage charges.
Can I cancel my order?
Yes, as long as your order has not yet been dispatched you can contact us on 020 7580 7161 or email@example.com to cancel your order. We will email you back to confirm the cancellation.
Is the café environmentally friendly?
Our cafe is doing its best to be environmentally conscious.
Our cups and lids are 100% compostable (and have been for the past 9 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 for our plastic bags and this money goes to charity (Magic Breakfast) – but we prefer if you bring your own bag to begin with.
And, of course, we separate our waste.
Do you have any special offers?
You can sign up to our newsletter the get the latest deals straight to your inbox. We have weekly offers and we will email you twice a week.