FREQUENTLY ASKED QUESTIONS

Arrival of your order:

We offer a next day service on all our deliveries. If you order by 12:00 Monday to Thursday, you will receive your order the next day. If you order after 12:00 on Thursday or Friday to Sunday your order will be shipped Monday, for delivery on Tuesday.

Receiving your order:

Your products will be shipped frozen by DHL for next day delivery, between 09:00–18:00. You will receive a text from DHL on the day of arrival indicating an approximate time slot. It is very important that your products are unpacked and stored in the freezer on the day of delivery (the sooner the better upon arrival on your parcel) else the products will thaw. There is a label on our boxes instructing the courier that the parcel contains frozen goods and must be delivered. We suggest if no one will be in to receive your parcel, that you also leave a note for the driver to leave your parcel in a safe place or with a trusted neighbour, to avoid the parcel going to their depot for a redelivery attempt, as these depots do not have freezers!

Unpacking your box and handling dry ice:

Our products will be delivered in a recycled cardboard box, with Vegan wool and a bag or two of dry ice. Dry ice is safe but requires careful handling, as it is very, very cold! Do not touch the dry ice directly with your bare skin, as this can cause ice burns. The simple solution is to take the products out the box, pop then in your freezer and then leave the box in a well-ventilated space, out of reach of children and animals until the dry ice has evaporated, then you can separate your box for recycling.

Delivery zones:

We currently can deliver to the UK mainland.

Unable to deliver zones:

Unfortunately, we are unable to deliver to Northern Ireland, the Channel Islands, the Isle of Man, the Scottish Isles and certain postcodes in Northern Scotland. These regions take an extra day to arrive with you and may not arrive in the frozen condition intended. Currently unavailable postcodes are listed here below. We are working on perfecting our shipping boxes so we can ship to these postcodes.

AB36 - AB38
AB55
AB56
BT1- BT94
HS1 – HS9
IM1 - IM9
IM86
IM99
IV2 - IV63
KA27 - KA28
KW1 -KW17
PA20 -PA23
PA 41- PA50
PA60- PA88
PH19- PH50
TR21- TR25
ZE1- ZE3

Apologies if we don’t deliver to you just yet. Keep a close eye on our site to see when this changes.

Delivery costs:

For a limited time during the festive season, we are offering free deliveries for all orders over £25. This will then revert to orders between the value of £25 - £49.99, our premium tracked delivery is £6.50. Delivery is free for all orders over £50.

Minimum order:

We currently have a minimum value of £25. Frozen packaging and shipping is considerably more expensive than regular deliveries. We need to transport and store our goods frozen and carefully package the boxes with insulated walls, vegan wool and dry ice, to insure it reaches you in frozen condition.

Refund policy:

All of our products sold are non-refundable. We will however replace any damaged products. Any damaged products would need to be photographed and sent to us at info@wholecreations.co.uk.
We cannot issue refunds for thawed goods due to missed deliveries.

Packaging:

Be assured our packaging is all vegan and contains no animal derived materials. The cardboard is made from recycled card and the wool liner is an eco-friendly denim insulation material.

Allergens

Gluten free:

All of our products are gluten free. Wholecreations is a gluten free brand and take pride in making great tasting gluten free alternatives to the nation’s favourite foods. We have a very strict policy for gluten free food production and rest assured our products are all tested to

Vegan & Vegetarian:

All of our products are vegan with the exception of two of our pizzas, the Mediterranean Vegetable and the Margherita, which are Vegetarian. Wholecreations is a Vegan & Vegetarian brand, our goal is to be an entirely plant-based company and all our new products will vegan.

Gluten Free Oat Fibre:

Why is OAT in bold you may be wondering? Oats contain avenin, which is a protein similar to gluten. Research has shown that most people with coeliac disease can tolerate gluten free oats with no problems. A very small number of people with coeliac disease may still be sensitive to gluten free, uncontaminated oat products.