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.


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

How much does delivery cost?


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

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.

Why are my delivery dates restricted in checkout?


There may be an item in your basket that has a shorter use-by date than the rest of the stock. This will affect the delivery dates available to you. If you need to check which product it is, please give our team a call on 020 7248 3569 or pop up on Live Chat if we're available, and we'll be able to advise which product is affecting the delivery date.

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.

Can I change my delivery address/date?


We completely understand that there are times when you’ll need your order delivered to a different place or on a different day. Our team here is more than happy to accommodate you, provided you have informed us of this change minimum 48 hours before your order is due. You can do this by emailing or calling in. This is because our team will need to contact our warehouse and make these changes for you by hand.

Please note that once you order has left our warehouse, delivery is in the hands of our courier and you will need to contact them to amend details. We will fulfil our responsibility of delivering to the address provided and date provided at the original time of order and any edits after the 48 hour mark are made at our discretion.

When will I receive my delivery?


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

- Order by 4pm Sunday and the earliest delivery date is on Tuesday.

- Order by 4pm Monday and the earliest delivery date is on Wednesday

- Order by 4pm Tuesday and the earliest delivery date is on Thursday

- Order by 4pm Wednesday and the earliest delivery date is on Friday.

- Order by 4pm Wednesday and the earliest delivery date is on Friday.

- Order by 4pm Thursday and the earliest delivery date is on Saturday.

- 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.

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.

Do you offer Click and Collect?


Yes we do! We currently offer click and collect from our Sydenham location. You can select this in the checkout stage. Our collection address is:

Tom Hixson and Co LTD

Unit B2, Trade City, Bell Green

Sydenham, SE26 4PR

How does Click and Collect work?


Click and collect is currently available for order up to 3pm, for collection on the next working day.

On the day before collection, you will receive an email confirming that your order is ready to collect on the date selected. Please come to collect between the hours of 10am - 5pm.


Is there any variation on product weights?


The weight of each product can vary slightly depending on the individual animal. The weight listed on our website is an average- so it's entirely possible that the weight delivered coul b under or over that weight. In the rare event of a short weight, a refund or a voucher dependent of the value of the weight missing will be offered.

Do you have any cooking tips?


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

How long can I keep the meat in the fridge?


It is very important to store meat safely in the fridge to prevent bacteria, avoid food poisoning and to ensure the quality of the meat is maintained. Please be advised that the use-by dates on vacuum packed meats are a guideline when kept in an industrial fridge. We do not recommend keeping vacuum packed meat longer than 5 days in a domestic fridge. We recommend that you either cook or freeze the meat if you intend to keep it longer than this.

If the meat is not vacuum packed, please consume within 2 days or freeze until you intend to consume it.

Can I refreeze the meat?


If the product you have purchased has a frozen symbol on the listing, this means it is stored as frozen in our warehouse. When shipped, this could begin to thaw in transit, and therefore we do not advise refreezing this on receipt.

Please ensure that the meat is put in the fridge straight away on receipt. Ground meat, stew meat and poultry should be consumed within 1-2 days of defrosting. Red meat cuts (such as beef, pork or lamb roasts, chops and steaks) should be cooked within 3 to 5 days of defrosting.

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.