Ice Cream Home Delivery FAQs

Event date: Sunday 18th July 

Timings: This is the first time we've ran a farm tour for the public but we expect the tour to last approx. an hour. Please select either a 12pm start or 3pm start ticket when you add the ticket to your basket. If we overrun from chatting too much, you are welcome to leave at any time. 

Tickets: this is a ticketed event only. Groups are limited so only 30 tickets will be available for each tour. Once tickets are sold, we will not be able to add additional places. Please ensure you have your order confirmation email ready when you visit us for the tour so we can confirm your place. We will not be admitting further entry on the day without a ticket. 

Cost: Tickets are £15 per person and the full proceeds will be donated to Jamie's Farm (registered charity: 1129544) Children under the age of 5 are free. 

This is the first time Will has opened our farm for a ticketed event and we can't wait! 

Will & Jamie will start the tour in one of our Grade 2 listed barns (please arrive 15 minutes prior to your tour starting). Jamie will talk you through his incredible charity work and his founding story. Will will also present his founding story - from a small dairy herd to the incredibly ice cream flavours you love today! 

As well as bringing awareness for the incredibly charity work Jamie's Farm achieve, we look forward to talking you through both of our farming methods. "Happy Cows, Happy Farmers" is also about bringing awareness to regenerative farming techniques so we'll chat about sustainability, animal welfare and more. 

Please bring your wellies because we're a working dairy farm and things will be muddy! During the tour we will show you around our cow sheds, food barns and talk you through our Marshfield Farm Cow to Cone story. 

This is a farm tour only and visitors will not be permitted into the ice cream factory. 

Refunds: this is a charity fundraising event so we would appreciate if your donation remained if you were unable to make the tour. However, we will accept a 72 hour refund policy if you had to cancel your ticket. Please contact home@marshfield-icecream.co.uk if you need to cancel your place. Make sure to include your order number and booking details so we can locate your order. 

We can't wait to meet you! Please keep your email confirmation safe as you will need to confirm your order number at the farm when you visit us for the group tour. We will send a further email to all ticket purchasers prior to the events with further information. 

Find us at: 
Marshfield Farm Ice Cream 

Marshfield

Nr Bath

SN14 8LE 

Tickets: this is a ticketed event only and purchases can only be made online while spaces remain. 

Groups are limited so only 30 tickets will be available for each tour. Once tickets are sold, we will not be able to add additional places. Please ensure you have your order confirmation email ready when you visit us for the tour so we can confirm your place.

We will not be admitting further entry on the day without a ticket. 

Now that our parlour is back open, we can organise your retail tub order ready for collection from our farm parlour on the weekend.

Use our Local Home Delivery Shop to choose your flavours. 

1. Checkout your basket up to 12pm on Friday and select ‘farm collection’ instead of home delivery. 
2. Once selected, you’ll be able to choose a one hour time slot between 11 – 4 on either the Saturday or Sunday to collect your flavours.  
3. You will receive an order confirmation
4. Please arrive in your timed slot and make sure to bring cool bags with you for the journey home! Find us on the farm at Marshfield Farm Ice Cream, Marshfield, nr Bath, SN14 8LE.
5. Park in our parlour carpark at the bottom of the farm track
6. Your order will be picked and ready in our Click & Collect Retail Barn, follow the signs and find this is in the farm courtyard on the right hand side. 
7. Have your order number ready and speak to a member of our team who will get your order for you. 

We have our full range of flavours and tub sizes available for collection. You can find our full availability on our Local Home Delivery Shop.  

If a product is listed as out of stock on our website, it is unlikely we will have it here on the weekend in the tub size you are looking for. We pick all our Home Delivery and Click & Collect orders from the same stock so if you can see a product is marked as low in stock, we'd recommend snapping it up fast! 

Once your order has been made you will receive an email confirmation. Please arrive at the farm in your timed slot and bring the order number that can be found on the email confirmation. When you are here, we will ask for the order number and verify the billing name and address.  

We run to a 12pm cut off time on Fridays lunchtimes so that our team can pick your order ready for collection on Saturday and Sundays. If you have missed this time, you are very welcome to pop-up to the farm on weekends where we have our Retail Barn stocked with 1 litre tubs, 125ml tubs, Push-Up Pops and Scoop’s Ice Cream for Dogs tubs available to purchase on the day. 

Our Pre-Order items are the same as the tubs we have in the Retail Barn. With a pre-order we can just have this put to one side for you ready for collection. 

We are a working farm & factory and are therefore unable to open in the week due to heavy goods machines wizzing around our farm tracks. Public visits to the parlour for collection are therefore not permitted during the working week. We will continue our home deliveries if you would like to have ice cream delivered in the week. 

We will hold your order for the day you requested, however due to freezer space, we are unable to keep your order in the Click & Collect Retail Barn. 

If you miss your timed slot we will therefore automatically refund your order the following Monday. You will receive an email to confirm the refund. This stock will then be returned to our freezers for general sale. If you would like to make a new order for collection, please place an order for a time to suit you the next weekend. 

Our shop is set to an £18 minimum order and therefore you will be unable to arrange a Click & Collect order below this threshold. However, our Retail Barn is stocked with our take-home tubs for any of our visitors to purchase and takeaway on the day.  

We have more 125ml tub flavours available for single purchase in our Retail Barn which you can purchase individually when on site. Please note we are now operating on card only payments at the farm. 

The remainder of our flavours are all listed on our Local Home Delivery page. Due to storage, we do not make every flavour in our 1 Litre tub sizes - this means our new for 2021 flavours Under the Sea and Jelly & Ice Cream are not in 1 Litre tubs. 

The stock that is on our website is accurate for what we have at the farm. If a flavour is listed on our website as out of stock, it is likely we will not have that flavour in the Retail Barn on your visit.  

We're thrilled to announce our Official Reopening weekend is Saturday the 19th and Sunday the 20th June! We'll be scooping between 10.30am - 5.30pm on weekends throughout the summer. 

For more information, please see our main website News post which has all the information you need to know before visiting. 

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.