Shipping policy

Shipping Policy

All online deliveries are subject to a delivery charge.

Some deliveries may be fulfilled by a trusted third-party supplier (“Delivery Partner”) and will be delivered to the address provided at checkout.

In order to maintain product quality and ensure that all frozen goods reach you in optimal condition, we pack every order using chilled, insulated packaging designed to keep items frozen throughout transit. This specialist packaging helps maintain correct temperatures even during longer journeys or seasonal weather changes.

Order Processing

All orders placed before our daily cut-off time will be processed and dispatched on the same business day. Orders placed after this time or on weekends or public holidays will be processed on the next working day.

  • Order Cut-Off Time: Monday – Friday, 9:00am – 1:00pm
  • Processing Days: Monday – Friday (excluding UK public holidays)

UK Shipping Methods and Costs

We work with DPD to provide fast, reliable, and fully tracked delivery throughout the UK. On the morning of your delivery, you will receive both email and SMS notifications, including a one-hour delivery window for added convenience.

Shipping Method

Estimated Delivery Time

DPD Next Day

Aims for delivery the next business day (Monday – Friday), though this service is not guaranteed.

 

Tracking Your Order

Once your order has been dispatched, you will receive a confirmation email and/or text message containing your unique DPD tracking number. This allows you to monitor the status of your delivery via the DPD website or the DPD mobile app.

Missed Deliveries and Redirections

If you are not available when your parcel is due to arrive, DPD offers several flexible delivery management options, including:

  • Selecting a designated safe place for your parcel
  • Choosing a neighbour to receive the delivery
  • Arranging collection from a nearby DPD Pickup Shop

Please remember that our products are frozen food items and require appropriate temperature-controlled storage. It is therefore the customer's responsibility to ensure that someone is available to receive the delivery and that the products can be transferred to suitable frozen storage as soon as possible.

We cannot accept responsibility for the condition of frozen products where a customer is unavailable to receive the delivery, including where the parcel is left in a designated safe place, with a neighbour, or redirected to a DPD Pickup Shop at the customer's request. Any resulting deterioration, defrosting or spoilage will not be eligible for a replacement.

If the parcel cannot be delivered after multiple attempts, it may be returned to us. Please be aware that additional delivery or return charges may apply in such cases, and we cannot guarantee that the products will remain in a suitable frozen condition during the additional transit period.

Damaged or Lost Packages

If your parcel arrives damaged, or if you believe it has been lost, please contact our customer support team immediately at info@flamesfoods.com. We will initiate our internal resolution procedure and work with DPD to address the issue as quickly as possible.