Ice Cream Home Delivery FAQs

To keep our food miles low and to help you organise your orders, we have established the following Delivery Days for each postcode area:

• Monday: BA1, BA2, BA3, BA11, BA12*, BA13, BA14, BA15, BS31, SN10
• Tuesday: BS1, BS2, BS3, BS4, BS5, BS6, BS7, BS8, BS9, BS13, BS14, BS15, BS20, BS41, BS48
• Wednesday: BS10, BS11, BS16, BS21, BS22*, BS30, BS34, BS39
• Thursday: BS32, BS35, BS36, BS37, GL8, GL9, GL11, GL12
• Friday: SN1*, SN2*, SN3*, SN4*, SN5*, SN11, SN12, SN13, SN14, SN15, SN16, SN25*

*Postcodes marked with a * are visited less often. Please select the next available delivery date at checkout.  

At checkout, you will be now be able to select the next available date of delivery based on the above delivery days.

CUT-OFF TIME: Our office team are responding to orders during weekday office hours. You need to place your order no later than 2PM the day before your Delivery Day to be guaranteed delivery on your postcode day. If an order is placed after the 2PM cut-off time and your delivery day is the following day, your order will be organised for delivery the following week.

Our Drivers are on the roads between 7AM - 4PM on weekdays to deliver your orders.

For the most accurate information about your order, please check your emails for a Shipping Update which will be sent the day before the attempted delivery. If you have any problems, please contact our office team with your order number and enquiry on: home@marshfield-icecream.co.uk

We send out a series of shipping notifications as we organise your order. We have listed these below in order so you know what to expect. 

Order Confirmation: This is automatically generated from our website when payment has been successfully taken. On this email you will find a link to track your order - keep checking this link as this information page will automatically update with your order's progress on delivery day. 

Shipping Updates: The day before your scheduled delivery day, we will send an email to let you know your order is on its way. We can now provide an estimated delivery window based on where your order falls within our route. This will give you a 3 hour time slot. 

On the day of delivery, you will also receive: 

• Your delivery is on it's way! An email on the day of delivery as our Drivers leave the farm with your ice cream order. It will also show you a timed delivery window of when to expect your order. 
• Spoon's at the ready! When our Drivers are one drop away, you'll receive a final email from us with a confirmed time slot (this can be anything between 2 minutes - 15 minutes!) 

If you have any problems with your order, please contact our orders team on home@marshfield-icecream.co.uk Please include your order number and contact details in your email. 

We stock our full flavour list on our website. As flavours are mixed in the factory and when packaging is available, we continue to add more 1 litre tub flavours to our range based on requests from our Deliver Moo Customers.

All stocks are monitored closely to avoid 'Out of Stock' products. However, if a product is listed as ‘Out Of Stock’ we will do our best to get this back in stock as soon as possible. If we cannot organise ingredients/packaging for certain flavours, we may temporary take product pages down as we wait until stock can be made in our factory.

We regret that we are unable to make any changes to an order after you have completed checkout. This includes changes to flavours, additional item requests or incorrect information stated during the order (typos or billing/shipping address in the wrong fields).

If you need to cancel your order, please forward your Order Confirmation email to us on our home@marshfield-icecream.co.uk email address. Please confirm in the email you wish to cancel your order and we will issue a refund. You can then place a new order with all the correct details as required.

If there is no answer when our driver attempts delivery, we will ring your contact number provided at checkout.

As much as we'd love to leave your ice cream in a safe place, to save your flavours melting we'll taken your order back to the farm. You will receive a refund for your order. We wouldn't want you to miss out so, do put another order in for a more suitable time.

Please check your order on delivery as once your have accepted the order, we are unable to swap or refund this product. 

To send our ice cream further afield, we are packing our ice cream in boxes with sustainable insulation and freezing the contents with dry ice. Ice cream in these boxes can remain frozen for up to 30 hours.

We have listed our best-selling flavours for national delivery and we will be changing the items based on demand (so make sure to let us know what you would like to see next!) Due to the size of our box, we are able to sell our 1 litre family and 125ml individual tubs for national delivery. We have a limited range to help up manage stock.

We have a £24 minimum order for national delivery, this is the equivalent to a full box.

Please note: our local deliveries continue and information for this differs to our national deliver. Please find this listed in our local home deliver FAQ list. 

We can ship a smaller range of our products to most mainland postcodes (excluding highlands and islands). 

If you are unable to checkout your basket, please ensure you have either a basket full of either 'local delivery' items, or a basket of 'national delivery' items, dependent on your delivery preference. 

We have a limited range of products available for national delivery and these can only be found on our National Home Delivery collection page only. While these are the same flavours that are available on our local shop, we monitor these separately and they are therefore a separate item. 

National delivery customers cannot checkout a basket with local delivery items. Please remove any 'local delivery only' items and checkout. 

If a problem persists when checking out your basket, please contact the team in the office home@marshfield-icecream.co.uk

Yes, you can! We understand some of our customers would like their ice cream quicker than our Deliver Moo drivers can bring it to you, or perhaps you need ice cream to be left in a safe place where you’re out of the house. 

To get ice cream posted instead of hand delivered, simply select our National Delivery page on our website and select from our range of flavours available for national delivery.

We use DHL to deliver our ice cream every Wednesday, Thursday and Friday. For next day delivery, order by 12pm on Tuesday, Wednesday and Thursdays. Orders placed after this cut of time (or on a Friday, Saturday or Sunday) will be delivered on Wednesday.

This means:  

• Order by 12pm Tuesday for Wednesday delivery 
• Order by 12pm Wednesday for Thursday Delivery  
• Order by 12pm Thursday for Friday delivery  
• Order placed after 12pm Thursday (including Friday, Saturday, Sunday, Monday) will be grouped with our Tuesday orders for Wednesday delivery

With our national home delivery service you don’t need to be in accept your delivery! We ship our parcels with DHL, if you are not in they will leave the ice cream in a safe place. The drivers are instructed delivery has to be made on first attempt. 

You can track the progress of your parcels using the tracking link provided on the day of delivery where you will be given a time slot for delivery. As soon as you are home, check your order and pop your flavours in the freezer.

We post our ice cream in recyclable cardboard boxes containing a sealed bag of dry ice. 

To keep our ice cream tubs fully insulated, we line the boxes with recycled denim that otherwise would have been sent to landfill. 

The contents of the box will remain frozen for up to 30 hours once it has left distribution - this means your box can be left on your doorstep well into the night. 

Yes, sending ice cream is an expensive business! Due to next day delivery costs and packaging, sustainable insulation and dry ice, we have a £5 delivery charge on all national delivery boxes. Minimum order is £24 for national delivery, this is the equivalent of a full box. 

Adding this cost has allowed us to use the most sustainable methods we can. This extra cost also means we have kept the cost of our ice cream units down, instead of adding hidden charges to each product price. 

We regret that we are unable to make any changes to an order after you have completed checkout. This includes changes to flavours, additional item requests or incorrect information stated during the order (typos or billing/shipping address in the wrong fields). 

If you need to cancel your order, please forward your Order Confirmation email to us on our home@marshfield-icecream.co.uk email address. Please confirm in the email you wish to cancel your order and we will issue a refund. You can then place a new order with all the correct details as required. 

We can deliver almost anywhere in the UK, however some areas of the Scottish Highlands and Islands are not within a next-day shipping zone and therefore we cannot sustain a frozen temperature for the time it takes to deliver here. 

At checkout, an error message will pop up if we are unable to deliver to you.

Yes! We think sending ice cream is the perfect gift and our national home delivery service has been developed with this in mind. At checkout, we can add a gift message to your order at no extra cost. Make sure to add in the giftee’s delivery address and any delivery instructions that may be needed.  

Our national boxes are fully insulated and can be left on a doorstep if the giftee is not in. However, we would recommend advising the lucky recipient about the delivery on the day so they know to expect a parcel (and put the contents in the freezer!) 

Dry ice is safe and will be sent in a sealed, labelled envelope. Please do not open the contents and touch it directly with your hands as it can cause freezer burn. Once you have unboxed your delivery, leave the dry ice in a well-ventilated space (away from little hands!) for 24 hours or until it is fully evaporated. All that will be left is the wrapper it came in which can be dispose of in normal waste. 

Cardboard Box: This is 100% recyclable and can be recycled at home in your card recycling.

Liners: We use state of the art recycled off cuts from the cotton industry. These are offcuts that would previously have been going into landfill – giving garments a longer life. Cotton is biodegradable and 100% reusable. We are accepting clean liners back to the farm for re-using (please see below FAQ)

Dry Ice Barrier Bag: Once the dry ice has evaporated, separate the bubble from the paper envelope, and recycle as normal. 

Ice Cream Tubs: The plastic lids and cardboard bases are widely accepted in local curb side collections.  

Please help us re-use insulation by sending them back to us.

We offer a free returns program. We ask that you send a minimum of 2 boxes worth of liners (enough to fill a box) back to us, but the more liners you can collect and send in one go the better as this is more efficient – environmentally and economically.

All we ask you to do is email home@marshfield-icecream.co.uk and we will send you a label to attach to the box and ret urn via DHL Service Point.

You can find your nearest DHL Service point. 

Gift card code redeemable for one year after purchases on shop.marshfield-icecream.co.uk. This voucher cannot be used outside of our online shop (including the farm parlour)

Gift code can be used for local and national home deliveries. The voucher must be used at point of purchase and cannot be discounted from an order at a later date. Voucher worth cannot be exchanged for monetary value.

Vouchers must be bought as a single item and cannot be bought in a mixed basket with frozen products. 

All gift box vouchers will be sent First Class Post, delivery may take up to a week after purchase. Include a gift note at checkout to tell your loved one who the gift is from. To send your voucher to the giftee's address, please include this in the shipping address field at checkout. 

E-Gift vouchers will be sent to the email inputted at checkout. The email will arrive in your inbox within minutes after purchase. This email contains a link to the gift voucher code for use on our online shop. You can print this voucher to hand-deliver, or forward the email across to the giftee for use. 

Looking to treat your team to a freezer full of ice cream? Or how about an extra sweet surprise delivery to your office? 

Thanks to our National Delivery service, we can POST our ice cream anywhere in the country. We can also provide office drops for teams closer to the farm. Get in touch with our friendly team and email home@marshfield-icecream.co.uk to find out how we can tailor a corporate package to your needs.

Our Weekend Parlour is now CLOSED until 2022.

We want to say a HUGE thank you to everyone who joined us on the farm this Summer, we’ve had a wonderful time celebrating the year with you all.

Looking ahead, we already have lots of plans for Spring 2022 when we will reopen for weekends again when the sun starts shining in the new year. Follow us on socials to hear that announcement first!