FAQs

All orders are placed online at www.finefoodspecialist.co.uk

We don’t usually take orders over the phone, but if you have any difficulty placing an order on our website, we’ll be happy to assist you and take your order by phone instead.

Delivery times depend on the shipping method you select:

DPD Standard
All orders placed before 11am, Monday to Thursday, will be dispatched the same day. Orders placed on Friday, Saturday, or Sunday will be dispatched on Monday.

Date Shipping and Weekend Shipping
Orders are dispatched the day before your selected delivery date at checkout. You can confirm your scheduled dates in your order confirmation email.

Same Day Delivery (London only, order by 11am, Monday–Friday)
Orders placed before 11am Monday to Friday will be delivered the same day between 11am and 7pm. Please note that orders placed after 11am on Friday or at any time over the weekend will be delivered on Monday.

Delivery & Tracking

Once your order is shipped, we’ll email you confirmation along with your tracking number.

On the morning of delivery (usually by 11am), DPD will contact you with a one-hour delivery window.

You’ll also have flexible options if you’re not home, including:

• Leaving your parcel in a safe place
• Rescheduling delivery directly with DPD

For added convenience, you can download the DPD app to set delivery instructions and manage preferences.

You can also track your order anytime via the Order History section in your account.

What if I’m not home?

No problem. DPD will offer options to leave your parcel in a safe place or rearrange delivery at a time that suits you. We recommend using the DPD app to set delivery instructions in advance.

We currently ship within the UK and Northern Ireland. We do not ship to the Republic of Ireland or abroad. 

Yes, you can.

If you contact us before your order is dispatched (we kindly ask for at least 2 days’ notice), we can remove any unwanted items and issue a refund for them.

Can I change the delivery date?

You can amend your delivery date up to 1–2 days before your order is scheduled for dispatch.

Can I change my delivery date once my order is in transit?

No, changes cannot be made once your order is in transit. Please do not attempt to stop, cancel, or redirect your delivery through Packfleet or DPD, as this may result in your parcel being disposed of, and you may be held liable.

Can I add to my order?

If you’d like to add items, please place a new order and then contact us with both order numbers. We can combine the orders and refund one of the delivery charges.

Cancelling your order

Yes, you can cancel your order. All cancellations must be made at least 48 business hours before your scheduled delivery date.

To cancel, please contact us:

• [email protected]
• 020 7627 2553

We accept all major credit cards including AMEX, VISA &  MASTERCARD, as well as all debit cards. You can pay directly with your credit card online or through the payment platform of Amazon Pay, Paypal and Apple Pay.

Do you accept bank transfers or cheque payments?

Unfortunately at this stage we do not accept bank transfer or cheque payments.

Delivery options

We use DPD for all UK deliveries. Same-day London deliveries are fulfilled by bike courier.

London delivery

• Same Day Delivery (Mon–Fri, order by 11am) – £30.00
  Delivered between 2pm–6pm

• Express Named Day Delivery – £12.95

UK (outside London)

• Express Named Day Delivery – £12.95

• Pre-13:00 Delivery – £18.95

• Pre-10:30 Delivery – £20.95

Saturday delivery

• Standard (8am–5pm) – £18.95

• Pre-13:00 (8am–1pm) – £20.95

Standard delivery

• DPD Standard (1–3 working days) – £8.99

• Royal Mail 2nd Class (ambient/dry goods only) – £4.99

Remote UK & Islands

• Jersey, Guernsey & Channel Islands – £70 (2–3 day boat service)

• Isle of Man, Northern Ireland, Scottish Highlands & Islands – £35 (2–3 day remote service)

Packaging & Sustainability

We use a range of packaging materials depending on the type of product being shipped.

Frozen goods

Frozen items are packed in insulated poly boxes with recyclable ice packs and dry ice (-63°C).
We are actively working to find sustainable alternatives to poly boxes.

Chilled products

Chilled items are wrapped in recyclable air-insulated paper with gel packs, creating a fridge-like environment during transit.

Ambient products

Most ambient items require minimal packaging. Fragile items (such as glass) are protected with padded paper or bubble wrap where needed.

Waste reduction

We reuse and recycle packaging received from our suppliers wherever possible. Nothing goes to waste.

How to dispose of packaging

Ice packs (HydroPac sheets)

• Non-toxic and food-safe
• Can be emptied under running water
• Outer film can be recycled at 4LDPE collection points (e.g. supermarket carrier bag recycling)

Gel packs

• Non-toxic and food-safe
• Contents can be disposed of down the drain with water or used in garden soil
• Outer paper packaging can go in household recycling

Cardboard boxes

• Fully recyclable via normal household recycling

Polystyrene boxes

• Not currently recyclable
• Please dispose of in general waste (black bin) or reuse for insulation or transport

Yes — on eligible orders.

Spend £150 or more and we’ll automatically deduct £12.95 from your shipping cost at checkout. For most standard services (including DPD Next Day / Named Day), this effectively makes delivery free.

Some premium, remote, or offshore services may still incur a reduced charge, and this offer can’t be combined with other promotions.

We do!  Receive your Delivery on a Saturday by selecting Weekend Shipping at Checkout.

We do!

Same-day London delivery

We offer same-day delivery to selected London postcodes when you order before 11am (Monday–Friday).

Deliveries are made between 11am–6pm.

Eligible postcodes include:

N1, N2, NW1, NW3
E14, EC1, EC2, EC3
SE1, SE5, SE11, SE17, SE24
SW1, SW2, SW3, SW4, SW5, SW6, SW7, SW8, SW9, SW10, SW11, SW12, SW15, SW18, SW19
W1, W2, W4, W5, W8, W11, W12, W14
WC1, WC2

Missed the 11am deadline?

Sometimes we can still help.

If you’ve missed the cut-off by a short time, it may still be possible depending on product availability and lead times.

Please call us as soon as possible. If we can accommodate your order, we’ll ask you to:

1. Place your order online
2. Contact us with your order number
3. We’ll then adjust the delivery date for you

Hard-to-reach areas may require a 2- or 3-day transit time.  If you live in one of the following locations:

Scottish Highlands & Islands, Cornwall, Isle of Man

Because of its proximity to the UK mainland, the Isle of Wight is served by our regular mainland Shipping services.

If your order hasn’t arrived, please check the following:

Track your order

• UK (DPD deliveries):
  https://d1-dpdonline.dpd.co.uk/track
• You can also find your local depot here:
  https://www.dpd.co.uk/apps/depotfinder/index.jsp

Contact DPD (weekends only)

If it’s the weekend, please contact DPD directly on:
0121 275 0500
Make sure you have your tracking/consignment number ready.

Contact us

You can email us at:
[email protected]

Please note: we are closed on weekends, but we may occasionally check emails.

My order has arrived thawed or partially frozen

We understand this can be concerning, but in many cases the product is still safe to refreeze.

There is often confusion around this, so here’s a clear guide:

Can I refreeze thawed products?

Yes — in most cases you can safely refreeze, as long as the product (beef, lamb, poultry, or seafood) meets the following conditions:

✔ Safe to refreeze if:

• The product is still partially frozen or partly thawed, and kept in its original packaging or freezer bag
• The product is fully thawed but still cold to the touch (similar to fridge temperature), and still in its original packaging

This is comparable to fresh meat from a supermarket or butcher’s chilled cabinet, which is also safe to freeze at home.

✖ Do NOT refreeze if:

• The product is fully thawed and warm or at room temperature
• The packaging is damaged or compromised

In this case, the product should be discarded.

What should I do if I’m unsure?

Please take clear photos of the product and packaging and email them to us. We will review and arrange a replacement or refund where appropriate.

How many times can you refreeze steak?

There’s an interesting experiment by Guga Foods showing how multiple freeze–thaw cycles affect steak quality over time.

Click this link to watch video

Vacuum pack has come undone

If your vacuum seal has come loose but the outer packaging is still intact, this can occasionally happen during transit.

Please be assured that the product remains safe to eat or refreeze, provided it is still cold and has been kept chilled throughout delivery.

If you have any concerns, feel free to contact us and we’ll be happy to help.

Can I schedule a delivery in advance?

Yes. You can plan ahead and schedule your delivery up to three months in advance, perfect for occasions like Christmas, birthdays, or special events.

At checkout, our delivery calendar will appear so you can simply select your preferred delivery date.

Important note

Please double-check your order confirmation email to ensure your chosen delivery date has been correctly selected.

Returns

Because we sell perishable goods, we’re unable to accept returns on most products. If you’d like to discuss an order, please contact our team directly.

For hardware items, returns may be possible — please get in touch and we’ll guide you through the process.

Please note: customers are responsible for returning items safely. We recommend using a tracked delivery service.

Are returns free?

No. We do not offer free returns. Any return shipping costs are the responsibility of the customer.

How long do returns take to process?

Once your return arrives at our warehouse, it will be reviewed within 14 days.

If approved, your refund, exchange, or credit will be issued within 14 days of acceptance.

We do! You can purchase our gift vouchers by clicking onto the following link https://www.finefoodspecialist.co.uk/products/fine-food-specialist-email-gift-voucher

Yes we do! We send newsletters out regularly to update our customers on new products, recipe ideas and special offers. 

If you sign up to our newsletter you will receive a 10% discount off your order. 

Do you have a Blog?

Yes we do have a blog with lots of wonderful information and tips on various foods from around the world. You can click onto this link to access our blog  https://www.finefoodspecialist.co.uk/blogs/blog

About Fine Food Specialist

Fine Food Specialist is your destination for premium produce and hard-to-find ingredients. We source rare and exceptional gourmet products from around the world, making us a trusted haven for curious food lovers and professional chefs alike.

We’re constantly searching for new and exciting ingredients to stay ahead of the curve and bring inspiration straight to your kitchen.

Whether you’re a chef, food stylist, or passionate home cook, we’ve got you covered — from everyday inspiration to standout dinner party ingredients.

Our range spans the very best of British seasonal produce through to globally sought-after delicacies, including wagyu beef, caviar, specialist seafood, artisan cheeses, truffles, edible flowers, micro herbs, and exotic fruits and vegetables.

We work closely with passionate suppliers who share our commitment to quality, detail, and exceptional taste.

“A few years ago, I realised how hard it was for home cooks to get hold of high-quality, exotic products. I wanted everyone to be able to access the exciting ingredients that chefs have the privilege of working with in restaurants.

Fine Food Specialist is a collection of amazing products that I was lucky enough to work with in the kitchens I cooked in. Collectively, they represent my passion for ‘best in show’ and all things foodie.

It gives me great pleasure to be able to share each and every one of them with our growing list of customers.”

Our Mission

To offer the finest range of gourmet and specialist ingredients in the UK.

We take an uncompromising approach to quality — only the very best products make it into our range. Our goal is to stay ahead of food trends while continually sourcing the most exciting, innovative ingredients on the market.

Our Guarantee

Exceptional customer service

We are committed to delivering outstanding service to every customer. We go the extra mile because we wouldn’t be here without you.

Our customer service team is on hand to share expertise and resolve any issues quickly and efficiently. Food is our passion, and the entire team works together to ensure every customer is happy with their order — no request is too big or too small.

An excellent shopping experience

We don’t just focus on products — we focus on the experience.

From discovery to delivery, we aim to make your journey engaging, inspiring, and memorable through curated content and a seamless website experience.

We want every visit to Fine Food Specialist to feel as exceptional as the ingredients you buy.

We are located at the following premises

Unit 337 

Distribution Block B

New Convent Garden Market

London, SW8 5EQ

Our opening hours are Monday - Friday 9am - 5.30pm 

We are always here to help you. Please call us on +44 (0) 207627 2553 or email us [email protected] if you require any further information. 

We are open Monday - Friday from 9am - 5.30pm.

We offer a discount when you sign up to our newsletter and we often run a lot of promotions with special discounts and offers in our newsletters. 

We are primarily a retailer, however we will consider trade/wholesale prices and accounts to companies who will order with us regularly and with volumes. Please click onto this link https://www.finefoodspecialist.co.uk/pages/wholesale and fill out our contact form.  

Alternatively, email us: [email protected] or call us: on 0207627 2553 to discuss what we can do for you. 

If you can’t find what you’re looking for on our website, please get in touch with us — we’ll always do our best to source it for you.

You can contact us at:
[email protected]
020 7627 2553

If you can not find the ingredients listed on our website, please get in touch with us and we will be able to tell you. Either email [email protected] or call us on 02076272553. 

HydroPac Ice sheets 

The contents are made from a non-toxic, food-safe formulation, they are drain-safe and can be flushed through the sink with running water. 

The emptied packs can be recycled at locations accepting 4LDPE plastics for example supermarket carrier bag drop off points.

Gel Packs - in recycled brown paper 

The contents are made from a non-toxic, food-safe formulation, they are drain-safe and can be flushed through the sink with running water or put into your garden bed.

The emptied brown recycled paper can go straight into your recycling bin.

Cardboard Boxes  

Can be recycled in your bin collection

Polystyrene Boxes  

Unfortunately, these can not be recycled. They must be disposed of in your black bin or can be re-used as a refrigerator for long car trips.

Please note that your Rougie Bloc of foie gras comes with a special key to open the tins. On the 75g tins, these are found underneath the outer sleeve. If you shake your tin you can hear it. For the 210g Blocs we send the key separately in a clear plastic bag. 

If you can't find your key or have accidentally thrown it away and can't access one quickly, you can open it using the following method.

Opening a Rougié foie gras tin without a key — go slowly to avoid damaging the foie gras inside.

Best Method (Safe & Clean)

You’ll need:

• A small flathead screwdriver or the tip of a sturdy knife

• A tea towel (for grip and safety)

Steps:

1. Wrap the tin in a tea towel to protect your hands.

2. Locate the inner rim of the lid (where a key would normally roll the metal).

3. Gently insert the screwdriver or knife tip under the lid edge.

4. Lift slightly, then move a few centimetres along and repeat.

5. Work your way around the tin slowly until the lid loosens and lifts off.

Alternative Method (If the Lid Has a Pull Tab)

• Grip the tab firmly and pull slowly and evenly.

• If it snaps, switch to the method above.

Important Tips

• Do not force it — rushing can bend the lid inward and damage the foie gras.

• Avoid puncturing straight down — foie gras is delicate.

• Open over a sink or plate just in case.

After Opening

• If not serving immediately, cover tightly and refrigerate.

• Consume within 2–3 days once opened.