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COVID-19 Stock & Delivery Updates

Due to the recent unforeseen circumstances (which we are all facing), we have had to take some new measures to ensure we are able to handle the increase in demand, while also getting your order to you in a timely manner. These changes will be reviewed daily and weekly, so keep checking this page for updates.

We hope this message reaches you in good health. Recent events have meant we have had to make some changes to our operations. This is to ensure the safety of our staff and customers and to make sure we can get the vital food we all need to you as quickly as possible.

We have been rigorously following recommendations set by the Government, Public Health England & World Health Organisation over the past couple of weeks. Any staff members with the slightest illness or high temperature have been self-isolating, new cleaning procedures and rotas are in place, hand sanitiser has been supplied to all staff, and we have stopped all non-essential visits to our offices and warehouse.

Due to the extremely high order volume and demand, we have had to make a number of temporary changes to our operations to ensure we can continue to offer the best possible service at this time when our products are more vital than ever.

1 – We have had to suspend Next Day Delivery options. We are offering an Express Delivery option instead that should take between 1-3 days.

2 – Our free delivery window is currently 5-7 working days to allow for delays with couriers at the moment. Please bear in mind courier deliveries are still often being delayed at the moment. 

3 – We have had to stop all bulk items and orders to ensure we can get as much stock to as many people as possible, and avoid people buying an unfair amount.

4 – We have also had to limit the number of items you can buy of a single product. This is again to make sure all stock is distributed fairly. We are currently prioritising packing of more essential items such as flours, rice, beans, grains and pulses.

5 – You may notice more Out of Stocks than usual. This is only temporary as we try to keep up with demand and getting existing orders out before taking new ones. In most cases we have stock, it just needs to be packaged.

6 – We are currently not selling on Amazon to ensure all efforts are given to getting orders out for our website customers first.

7 – Some of you may experience some slight delays of a day or two with orders, however we are working to keep this to a minimum and will notify you by email if this is the case.

8 – Unfortunately we are temporarily unable to amend or add to any current orders. If there is something else you wish to order please do so on our website. Alternatively, we can cancel and refund your order so that you can create a new order (but please bear in mind stock issues at present). This will revert back to normal as soon as possible.

9 – We have had to temporarily suspend all subscriptions for now. During this temporary suspension we would ask that you place any orders on the website, you are more likely to get the products you want this way!

10 – We have temporarily disabled our phone lines so that we can manage more requests more efficiently. This means we will be able to respond to you quicker. 

11 – We have made the difficult decision to temporarily suspend any orders to countries outside of the UK (excluding Ireland). We will resume our normal service as soon as possible.

Because of the current demand, we only want stock to be available if it is already packaged and ready to be sent. If all the current packed packets of a product are purchased, we will put the product as out of stock until we are able to package new bags of that product from our existing bulk stores. So the products should show as being back in stock in many cases within a day or two, maybe even less. We are currently prioritising packing of more essential items such as flours, rice, beans, grains and pulses, so some other products may be out of stock for longer periods of time.

We are working hard with our supply partners to ensure there is no shortage of stock and that we can offer our whole product range without compromising on quality.

We have a small yet amazing team who are working tirelessly to ensure we are getting as many orders out as possible. We are all working overtime and in different departments when necessary. Getting healthy foods to our customers in this critical time is very important to us, and we are doing our utmost to ensure to we can continue to do so.

We appreciate your patience with us and thank you for all your amazing support at this time. We have had so many lovely messages of support from you all. We are doing everything we can to be here for you. Look after each other and stay safe.

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