Frequently asked questions


How do I order online?


Once you have selected the items you'd like, you can checkout to complete your order. This can be done as a guest or you can sign up as a customer.

Is there a minimum order?


There is no minimum order.

What do I do if there is a problem with my order?


We take every precaution to make sure your order is correct and of the highest quality. However, if there is a problem, please call us on 020 7248 3569 or email and we’ll do our utmost to reach a solution as soon as possible.

Do I have to order online?


If you are having trouble ordering online we have a dedicated customer services team who can guide you through the process. If you would prefer to place your order over the phone please call 020 7248 3569 or send an email to

What payment options do I have?


We accept Mastercard, Maestro, Visa and PayPal. We do not accept American Express.


How much does delivery cost?


Orders under £150 will be charged £7.99 for delivery. Orders over £150 will have no delivery charge.

Where do you deliver to?


We deliver throughout the UK. In remote areas we cannot fulfil our freshness promise by guaranteeing next day delivery. As a result, we are unable to delivery to the following postcodes: 

AB25, AB31, AB33-38, AB41-56, BT, FK17-21, GY, HS1-9, IE, IM, IV1-99, JE, KA27-28, KW0-17, PA41-80, PH15-99, PH42-44, PH45-99, TR21-25, ZE1-3

When will I recive my delivery?


You are in control and select the delivery date you would like:

  • Order by midday Sunday and the earliest delivery date is on Tuesday
  • Order by midday Monday and the earliest delivery date is on Wednesday
  • Order by midday Tuesday and the earliest delivery date is on Thursday
  • Order by midday Wednesday and the earliest delivery date is on Friday
  • Order from Thursday (pm) until midday Saturday and the earliest delivery date is on Tuesday**

*Subject to availability of delivery slots and remote area delivery restrictions.

**Bank Holidays – If the Bank Holiday is a Monday then the first available delivery date for the week will be the Wednesday. If the Bank Holiday is a Friday the earliest delivery date will be on the Tuesday.

How is my order delivered?


Your order will be safe and secure within our specially designed delivery boxes. They are made up of three critical components which make sure it reaches you just how it left us - completely fresh.

  • Hydrated gel ice sheets – purposefully designed to guarantee your produce arrives cooled and as fresh as the day it was cut.
  • Self-insulating silver lining – our state of art boxes are fitted with specialised silver lining which keeps your goods perfectly chilled for 72 hours.
  • Layered box – 3 times the strength of ordinary models, our boxes are specifically designed to carry and protect your meat.

All these sections are reusable and recyclable.

What do I do if my order hasn’t been delivered?


In the rare event that your order has not been delivered on time please contact customer services on 020 7248 3569 or You'll receive tracking notifications from DPD, in regards to specific timings for your delivery.

Do I need to be in to sign for my delivery?


As perishable goods the delivery needs to completed on the first attempt. Therefore if no one is in please give instructions of a secure location the order can be left. Our temperature controlled boxes will ensure your order will stay chilled for up to 72 hours.

Can I return goods?


It is extremely unlikely you will be unsatisfied with your goods as each item has to pass strict checks before being dispatched. In the rare situation you discover a problem please contact customer services on 020 7248 3569 or We will find you a solution as soon as possible.


Is there any variation on product weights?


The weight of each individual product can vary slightly. The uniform weight you see on our website is under the average weight. Therefore it is likely you will get more meat for your money.

Do you have any cooking tips?


We have recipes on the Tom's Kitchen section of the website. Click here for cooking inspiration!

Need more help?


Please contact our dedicated customer services team on 020 7248 3569 or alternatively email us at We’ll get back to you as soon as possible.