Frequently Asked Questions
Take a look at our FAQs below to find an answer to your query. If you can't find your answer below, please do not hesitate to get in touch with us by dropping us an email at email@example.com.
How much does shipping cost?
We offer FREE NEXT DAY DELIVERY on all orders of £30 and above. This covers orders to UK, Northern Ireland, Jersey and Guernsey. (Please note orders sent to the Highlands, Northern Ireland, Jersey and Guernsey will take at least 48 hours to arrive).
For orders under £30 standard shipping (Royal Mail second class) costs £4 and next day courier costs £6.50 (DHL).
How quickly will my order be delivered?
All orders placed by 12noon Monday to Thursday are dispatched the same day. Orders placed after 12noon will be dispatched the next working day (please note we operate a Monday-Thursday working week so orders placed after 12noon on a Thursday will be dispatched on Monday.)
Standard shipping will take 2-3 working days.
If you choose the next day shipping option your delivery should be made on the following day:
- Ordered after 12noon Thursday and before 12noon on Monday- delivery Tuesday
- Ordered before 12noon Tuesday to Thursday- delivery next day
There are occasionally delays in shipping which are beyond our control and cannot be held responsible for. Deliveries to the Highlands, Jersey, Guernsey and Northern Ireland will take a few days longer to arrive.
Help! I need my jams quickly. Can you deliver tomorrow?
Yes! You have the option to choose next day delivery at the checkout. If you choose this option your delivery should be made on the following day:
Ordered after 12noon Thursday and before 12noon on Monday- delivery Tuesday
Ordered before 12noon Tuesday to Thursday- delivery next day
There are occasionally delays in shipping which are beyond our control and cannot be held responsible for.
What courier do you use and will I be provided with tracking?
We use DHL and Royal Mail to ship all our UK orders. Orders of 4 or less jars are sent by Royal Mail second class tracked and orders of 5 or more jars are sent by DHL. You will be provided with tracking details once your order has been shipped (please check your SPAM folder if you do not receive this email).
Do you ship internationally?
Please contact us firstname.lastname@example.org and we will provide a shipping quote. Please include your contact details, address details and your full order requirements.
Please note due to extremely high shipping charges we are not currently able to deliver to the USA.
How do I send a order to someone else as a gift?
We have a "Is this a gift?" option on all of our products so that you can add a gift card and message- simply select this box when ordering and choose your gift card.
When checking out, enter the shipping address you would like the gift to be sent to. You can enter a different billing address at the payment stage.
Can I collect from the Jam Factory?
Our jam factory is a manufacturing environment and we do not have a shop attached. Unfortunately we cannot sell jam directly from here. Please order online (delivery is FREE when you spend £30+)
Help! My jam has been damaged during delivery. What do I do?
We have designed a very clever delivery box to ensure your delivery gets to you in one piece. Currently over 98% of deliveries do. We promise to replace any broken items should you be one of the few unlucky ones.
If your order has been damaged during delivery please email us at email@example.com including a photograph of the damage and your order number and we will replace it for you.
I’m not happy and want to make a complaint. Who do I speak to?
Can I order over the phone?
We’re very sorry but we cannot accept orders over the phone. All orders need to be placed via our secure online website.
Which chilli jam do you recommend?
It depends how hot you like it! We use a different variety of chilli in each of our chilli jams to offer a flavour and heat level to suit everyone.
Fireflame Chilli Jam- is our mildest and sweetest chilli jam
Jalapeno Jam- still sweet but a little spicier. Neither our hottest nor mildest chilli jam, a cracking all rounder!
Lemon Drop Chilli Jam- this one is hot! Made with Lemon Drop Chillies, a variety of chilli that tastes just like a lemon, but with a lot of heat too. If you’re a hot chilli fan then this is the one for you, otherwise be careful!
Are they suitable for vegans or vegetarians?
Yes! All of our products are suitable for vegans and vegetarians.
Are they gluten or dairy free?
Our jams do not contain any gluten or dairy ingredients, and we do not have any gluten or dairy ingredients present in our jam factory.
Why are your jams runnier than the ones I buy in the supermarket?
We aim to make the very best tasting preserves. This means we use more fruit and less sugar than traditional jams. Our cooking time is also shorter in order to preserve the fresh flavour and colour.
Quite simply, the longer the cooking and the more sugar you add then the more set the jam will be. We choose less sugar and less cooking for better flavour! You will find that they will firm up a bit once they are kept in the fridge and the older they get.
Are your products organic?
No, our preserves are not made using organic ingredients. Organic produce is more expensive, and due to the high fruit and chilli contents in our jams if we were to use organic ingredients the jars would need to retail at over £10 each.
We choose to buy our fruit from small family run farms which use as few pesticides as possible. If the fruit grows in the UK then we only buy British fruit too.
How long do they last for?
When they are produced most of our products are given a two year shelf life. We produce little and often, so you’ll likely get almost the full shelf life on your delivery.
Once they’re opened the fruit preserves will keep for around 4 weeks in the fridge, and the chilli jams will keep indefinitely in the fridge (you’ll eat them before they go off!)
When is the Rhubarb/Mango/Fig Preserve back in stock?
These are our seasonal limited edition flavours. We make them whilst the fruit is in season and in limited amounts. Take a look at the SEASONAL page for more information about our seasonal ranges.
I can’t find a flavour I’ve had before from you. Where is it?
We do occasionally change our flavours depending on how popular they are. If you can’t find it on our website then it’s likely we are no longer producing it. But please feel free to send us an email at firstname.lastname@example.org if you’d like to ask us nicely to bring it back!
I’ve got an idea for a new flavour!
Jam-azing! Please contact us by email at email@example.com and we’ll see if it’s possible.
How do my jams get delivered?
We have a bespoke jam delivery box which we are really proud of. It’s been specially designed to carry up to 6 jars without the need for any plastic protective packaging.
Is your packaging recyclable?
Our jars and lids can be recycled in most kerbside recycling schemes - but always check with your local authority to confirm what can be recycled.
The labels are currently not recyclable, but this is something we are working on (so to be sure to remove the label before putting the jars into the recycling)
Our delivery packaging is cardboard and can be recycled.
Our delivery packing peanuts are made of corn starch and will dissolve in water (magic!)
Which shops can I find your jams in?
We’re currently stocked in over 1,000 retailers across the UK. You can find our stockist map here.
I’m a shop/I know a shop that would like to stock your jams. How can I do this?
That's brilliant news! We'd love to work with you. Please email firstname.lastname@example.org and he'll be in touch.