The courier calls you before delivery, so you can arrange for someone to receive your box. Because the food is frozen, a missed delivery can't wait long: if you miss the call or the courier, message us straight away with your order number.
Before delivery day
- Keep your phone on and reachable, and answer calls from unknown numbers around your delivery day.
- Arrange a receiver: a family member, your building guard, reception or a neighbour, as long as they can put the box in a freezer quickly.
- Won't be there at all? For a one-time order, message us before it's processed (within 24 hours of ordering) to change the delivery date. For a subscription, change your renewal date or skip the next delivery before the renewal payment is taken.
If the courier calls and you're out
- Tell the courier who can receive the box instead, or agree on another time if they can offer one.
- If that isn't possible, message us on WhatsApp right away with your order number.
- We'll work with our delivery partner on the best option for your box.
If you missed the delivery completely
Message us as soon as you can with your order number. What we can do depends on how long the box has been out of the freezer, so the sooner we hear from you, the more options we have.
Food safety first: if meals or broths arrived thawed, soft or warm, please don't feed them and don't put them back in the freezer. Refreezing thawed food isn't safe. Keep them aside in the fridge until you've sent us your photos.
Going away for a while? Plan ahead with holidays and travel so no box arrives while you're out.
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