Frequently Asked Questions

Frequently Asked Questions

Your total satisfaction is of prime importance to us, here are some of our most frequently asked questions but if there’s anything we haven’t covered, please get in touch and we’ll be happy to help.

Christmas FAQ’S

Can I place my Christmas and New Year order now?

Yes, you can choose an advance delivery date at the checkout online, your order will be prepared the date it is dispatched from us to ensure maximum freshness.

What’s the deadline for placing a Christmas and New Year order?

We will close our order lines for Christmas on Sunday 15^th December, this includes any amendments or additional items. After this time, we will not be able to make any changes to your order. Popular delivery dates such as 23^rd December will reach capacity before this date, so please order in advance to avoid disappointment.

Can I choose to collect my Christmas order from F&F?

Of course! When placing your order online, at the checkout choose your preferred collection date.  Our usual collection days are Tuesday – Friday, 9am – 5pm, however, during December we are also offering collection on the additional days of Saturday 21^st December, Sunday 22^nd December, Monday 23^rd December, Saturday 28^th December, Sunday 29^th December (until 2pm), Monday 30^th December, Tuesday 31st December (until 2pm). We will have mince pies ready for you to enjoy at collection.

Our address for collection is H. Forman & Son, Stour Road, London, E3 2NT and we have free parking available. View our Click & Collect page for directions.

How to choose collection online?

Fill in your billing details at the checkout, then select collection and your collection date from the calendar.

Will my products last until Christmas and can I freeze my order?

All shelf life and storage information can be found on the individual product pages. We only use the freshest ingredients and no preservatives, it’s something that we’re proud of because it means you’re receiving the finest quality food. Naturally this does mean the shelf life will be shorter than you may expect. Most of our products can be frozen to extend the shelf life, we recommend freezing on receipt to preserve freshness.

Will my order arrive on my preferred delivery date?

Whilst we dispatch your order to arrive on your preferred delivery date, unfortunately delays in transit can happen. 98% of orders arrive on the preferred delivery date, however, during peak times this is 95%. If you are consuming your order on a certain date, we strongly recommend choosing a delivery date at least one working day in advance to avoid disappointment, rest assured if your order does experience a delay in transit, our packaging is designed to withstand up to 3 days in transit.

What is the last delivery date for Christmas for UK Mainland deliveries?

Our last delivery date for Christmas for UK Mainland deliveries is Monday 23^rd December, once we reach capacity on this day, our next closest delivery dates are Friday 20^th December and Saturday 21^st December (selected postcodes only, please note an extra £3 postage supplement for this day applies, whilst 95% of our orders arrive on their chosen delivery date, please note if your order is delayed in transit this day, your order should be delivered on the next delivery day which is Monday 23rd December, DHL are not delivering on Sunday 22nd December.)

What is the last delivery date for Christmas for Scottish Highlands, Northern Ireland, Isle of Man, Jersey and Guernsey deliveries?

Due to these locations needing at least 2 working days in transit to arrive, our last delivery date for these locations is Thursday 19^th December. Regrettably we are unable to offer delivery between Christmas and New Year for these locations.

When are fresh turkeys and fresh geese available for delivery and collection?

Fresh turkeys and fresh geese from our supplier Seldom Seen Farm are available for collection and delivery from Friday 20^th December. Unfortunately, this year we are unable to offer these for delivery outside of UK Mainland areas.

What are our opening times?

Our office and phone lines are open Monday – Friday 9am – 5pm

During December our customer service team will be working around the clock including the weekends from early morning till late evening everyday up until Monday 23^rd December, we will be back in the office from Friday 27^th December until 31^st December.

We work incredibly long hours, especially in the two weeks leading up to Christmas, so we absolutely promise you we’re doing all we possibly can you make sure you’re answered in a timely manner that you’re happy with. 

What if I have a query with my order?

We’re really proud that our quality control hits the mark 99% of the time.  That said, especially with so much extra volume, there is always a small risk that a mistake will be made.

If there’s a problem with your order, please take photos where possible, and keep hold of the packaging and offending items.  If you can also make note of the 3-digit number on the little yellow sticker that’s really helpful too! Please then e-mail us with the nature of the problem and we will get back to you as quickly as possible. 

Please be aware that we may have to prioritize some reconciliations.  If you can wait until after Christmas for us to fix whatever problem you’ve encountered, we’d be very grateful for this!  And if something has gone awry that’s imperative to your Christmas experience, please let us know right away so we can see what we can do to fix it.

My ice packs have melted, is my order, ok?

Our packages are designed to withstand transit for up to 3 days. The ice packs will help to keep your goods cool en route, but don’t panic if they’ve melted by the time they have arrived with you; this is by design not fault! The coolness will be transferred from the packs to your goods, within the insulated packaging, helping to keep your order in perfect condition for when you receive it.

My item has a shorter shelf life than I expected – what can I do?

All our items are freshly made to order, specifically for you. We only use the freshest ingredients and no preservatives, it’s something that we’re proud of because it means you’re receiving the finest quality food.  Naturally this does mean the shelf life will be shorter than you may expect you can find the shelf life on each product page on the website.  Most of our products can be frozen to extend the shelf life, we recommend freezing on recipient to preserve freshness.

Can I amend on order once it’s been placed?

We cannot guarantee that once an order has been placed and paid for, any amendments can be made. If you do wish to amend your order you must notify us as soon as possible and, provided the order has not been submitted for preparation, we will endeavour to amend it. We cannot amend an order once this has been collected by our courier.

Can I select an advance delivery date at the checkout?

Yes, all available delivery dates are shown at the checkout, we have a two working day lead time on orders so our team of chefs are able to prepare your items and carefully pack these in time for collection by our courier. Your order is freshly prepared on the day of dispatch.

Can I choose a delivery time?

We’re unable to offer a delivery time on the day of delivery, DHL deliveries can be delivered between 8am – 8pm and you should receive an estimated hour time slot from the courier via text or email on the day of delivery, please note this can be up until late morning. If your order is being delivered with one of our personal drivers, please contact us on the morning of delivery and we can track our driver to give an estimated time slot for delivery.

 I’m planning to consume my order on Friday night, what day should I choose for delivery?

We recommend choosing a delivery date at least one working day in advance of when you plan to consume your order. Whilst 98% of our deliveries arrive on time, we’d hate for any disappointment if your order experiences a delay in transit.

My order is delayed, what do I do?

We closely track all shipments from when they leave us to when they are delivered, if your order has been delayed by a day, please be assured our specialist insulated packaging is designed to withstand 3 days in transit so your goods should still be cool when they arrive with you. Please contact us with your order number and delivery address and we will happily speak with DHL directly to ensure your package is delivered to you as soon as possible.

What can I do with my packaging?

Your internal packaging such as the ice packs can be re-used and the cardboard and bubbles can be recycled.  If you have any further enquiries regarding the disposal, please do get in touch with us and we will be happy to provide further guidance.