FAQ

Why Frozen?

We freeze for freshness and convenience, nothing else.

By blast freezing (freezing the food very quickly at the point of picking or production) we preserve the food at its peak, even ready-cooked food, whilst maintaining the very best texture, quality & taste and halting the nutritional deterioration that occurs as, so-called, fresh food stands on a supermarket shelf.

All our food is prepared fresh, exactly like you would at home, in small batches. Then we freeze it, quickly. There’s no need for nasty preservatives or modified, gas-flushed packaging and it’s ready when you are.

What is the stay frozen guarantee?

All orders are delivered in their very own Thyme box – a specially developed mini freezer that ensures your delivery stays frozen for up to 27 hours.  This means that the delivery will still be ‘frozen to touch’ up to 7pm on the day of delivery, providing it’s left in the Thyme Box. We’re so confident that it works, that in the unlikely event that you receive a product that has defrosted before 7pm, we’ll replace it immediately free of charge. We call this our ‘StayFrozen’ Guarantee.

You use a lot of packaging! Is it recyclable?

Yes! of course.  We need a lot of packaging to keep your food frozen & protected.  All our food packaging is reusable OR recyclable.  We will even recycle it for you, free of charge.  Find out more here It's Thyme to Recycle

Why Do You Have a Minimum Order Value?

We need your order to arrive frozen and we’ve spent a long time developing our Thyme boxes.  Keeping your Thyme box as full as possible helps lower the general temperature of the box, keeping all the contents frozen for longer.

How Will My Box Arrive?

Your meals are packed into our insulated Thyme boxes and sent via our friendly couriers. The Thyme boxes are carefully packed & insulated to make sure your order stays frozen for up to 27 hours.  In warmers months we may use dry ice to ensure your order stays frozen. It's important to follow the instructions on the envelope that contains the dry ice.

When Will My Box Arrive?

We promise to deliver by 6pm on your chosen delivery day. Orders placed before 2pm (Monday – Thursday) will be delivered next working day – excluding Saturday, Sunday and Bank Holidays. Orders placed over the weekend or on a bank holiday will be delivered on the following Tuesday.

How Does It Stay Frozen?

We use a combination of insulated cardboard, foam liners and icepack (dry ice is used in the warmer months) to guarantee our deliveries stay frozen for up to 27 hours from leaving our depot.

What If I’m Not in to Receive It?

Our couriers will happily leave your order in a safe place or with a neighbour. You can leave delivery instructions at the checkout page.

Can I Recycle My Packaging?

Yes, all our packing can be recycled, or better still, reused. Click here to find further information It's Thyme to Recycle 

What if I have another question?

Drop us an email at hello@itsthyme.co.uk and we’ll get back to you. Or you can call us on 01789 507 633.