Shipping
Can I add on to my order after I have placed it?
In some instances, yes, please contact us as soon as possible. If your order is already in process, we may be unable to add on to it.
Can you ship any of your fresh baked goods or frozen products?
Unfortunately we're unable to ship any of our fresh baked or frozen goods.
Do you ship to PO boxes?
Yes, we ship to PO boxes within Canada. PO boxes have to be sent via Canada Post. We don't ship to PO boxes in the US.
How long will my order take to arrive?
We provide estimated delivery dates in the shipping options at checkout.
How much is shipping?
It depends on your location. Check the Shipping Bar located below the menu. You'll also see the shipping rates in your cart when you add an item to your cart.
What do I do if an item in my order is damaged?
Highly unlikely due to our meticulous packaging, but please reach out within 3 days of delivery with photos of any damages, and of the exterior of the shipping box. You can reply to your order confirmation email.
When will my order be shipped?
Your order is in the queue and will be dispatched to arrive during the shipping option you selected at checkout. You'll receive a shipping confirmation email with the tracking information once it's on the way.
Where do you ship to?
We ship across Canada and the contiguous United States.
Who do you ship with?
We use express couriers: UPS, FedEx, Purolator and Canpar. Some orders may have to be sent via Canada Post, but we try not to use them unless necessary (e.g., PO boxes, remote locations).
Will my chocolate be safely shipped during hot weather?
An ice pack and insulation is automatically added to your cart during warm months. It's your choice to either keep it in your cart, or remove it. It helps prevent chocolate from melting, however it is not guaranteed to prevent melting entirely. Ultimately, it is beyond our control, and chocolate is shipped at your own risk during warm weather. We will not refund you for melted chocolate. It is ordered at your own risk.
Will my order freeze during transit in the Canadian cold?
It's rare, but possible! Couriers don't use climate controlled vehicles, so your order will be exposed to outdoor temperatures. It's beyond our control, and we won't be able to refund you for any weather related damages (including exploded fizzy drinks from freezing while in transit).
Products
Are all of the products on your website also available in-store?
Our online selection may differ from our in-store selection. If you're planning a visit to our in-store location for a specific item, please either call ahead (519-942-2300), or place an order for pickup.
Are all of your products from the UK?
99% of our products are imported from the UK. The remaining small percentage is a few products that are popular among our customers, even though they're not imported from the UK (e.g., Crush soft drinks, Purity Kippers).
Can you find/order a product for me that you don't currently carry?
We'll try our best! Please contact us and we'll add it to our request list.
How long are the Best Before/Expiry Dates on products?
Most of our products have best before dates of at least 2+ months away. There are some exceptions, which we very clearly indicate where applicable.
What is the difference between a "Best Before" date and an "Expiry" date?
Best before dates are the recommended date to consume the product to ensure the freshest quality by the manufacturer. This means they can be eaten at your own discretion and risk afterwards, however the quality of the product and nutritional values are not guaranteed.
Expiry dates mean the product should not be consumed past that date, as it is a possible health hazard. Read more on
the Canadian Food Inspection Agency website here: More Information
What is the difference between the same product being made in the UK versus made in North America?
Ingredients and recipes. Ingredients may be of higher quality, and recipes may taste better. These factors can produce a strong difference in taste and quality compared to North American counterparts.
Rewards Points
Can I apply more than one reward at a time?
Once you've redeemed a reward, you have to use it before redeeming another.
Can rewards points be redeemed at your in-store location?
Rewards points are currently for online use only. You can place an order for pickup if you'd like to redeem them in-store.
Do I need an account to use my points?
To access and redeem them, yes. However, you don't need an account to collect them. Rewards are saved to your email address used at checkout, so you can create an account or sign in whenever you'd like to redeem them.
Do rewards points expire?
No.
Do you offer a VIP program to earn even more rewards?
Yes! Once you've earned 1500 total lifetime points, you'll become a Silver member, and earn 5% back on every purchase. You'll become a Gold member at 4000 total earned points, and earn 7% back on every purchase.
How do I earn points?
You earn points on every purchase! Check your cart before checking out, and it'll tell you how many points you're earning on your order.
How do I redeem my points?
Redeem them directly in your cart! Before you checkout, simply click on "Rewards" in your cart, then enter the amount you'd like to redeem (e.g., $5.00), and click the Apply button. It'll be applied to your cart and reflected in the total.
Our Store
How long have you been open?
Our retail store has been open since 2005, in Orangeville, ON, CA.
Where is your store located?
Our retail store is located at 88 First Street in Orangeville, ON, CA. Orangeville is a nice small town with a population of ~35,000. Located 80km northwest of Toronto or 60km from Pearson Airport, it makes for a good day trip outside of the city. We hope you stop by for a visit!