Frequently Asked Questions
01226 691 691
We've tried to think of everything you might need to know, but if your issue isn't covered please do get in touch!
All our desserts are handmade by chefs in specially selected and vetted kitchens in England - most less than an hour away from our head quarters in Barnsley, South Yorkshire.
Our desserts come in all shapes and sizes, some need to be served hot and some are best served chilled. Scan the QR code on the packaging for full serving suggestions, including how to use our glorious garnishes to get that real restaurant feel without venturing out!
If it's not in your spam folder (this can happen from time to time) then please email us at firstname.lastname@example.org or fill out our contact us form.
We're very giving and work with carefully chosen food charities and food banks. However, we're always happy to review any requests. Please email email@example.com
We LOVE helping you make the wedding dessert table of your dreams. Simply email us at firstname.lastname@example.org or fill out our contact us form
Defrosting & Serving
The number of servings / portions are always detailed on the product page on the website. They start at 6, with some of the cakes serving up to 14. You can combine packs to serve a larger group.
Don't worry if you're buying for two (or even just for yourself), just take out the number you want to eat in the short term and pop the rest in the fridge until you need them in the future.
Once your product has been defrosted it should not be refrozen.
It usually takes around 6 hours to defrost in a fridge, however please always check the best before label on the side of the box as each type of dessert is different.
Dry ice has been placed within your consignment to ensure your food order remains at the correct temperature during transit and reaches you in the best possible condition. Dry ice is used for transit purposes only and no attempt should be made to collect and store it for other reasons.
Whilst dry ice evaporates over time, there may be a small amount left in the box. If this is the case, you can simply leave it to evaporate, away from the reach of children and animals. Once fully evaporated, the plastic packet can be recycled at your local supermarket.
Top tip: dry ice evaporates best in a well-ventilated room, so don’t be afraid to open a window and let the fresh air roll in!
Keep your desserts in the inner box. Put them in the freezer and remember to store them flat and upright. Your desserts can be kept in the freezer for up to 6 months depending on the type of freezer you have.
For star marked freezers:
Up to 1 week
** Up to 1 Month
*** Up to 3 Months
**** Until Best Before Date (see side of the dessert box)
Take the dessert out of the box and remove all film, the cardboard collar and any other packaging from around the dessert.
Either put it back in the box, or pop your dessert onto the plate you would like to serve it on and put it in your fridge, away from leaky ketchup bottles and other things that may ruin the tasty perfection!
Individual Slices: If your dessert is pre-portioned, just defrost the number of slices you want and pop the rest back into the freezer for another day - easy peasy!
Desserts must be defrosted in the fridge - DO NOT defrost at room temperature
Once defrosted, DO NOT re-freeze.
All products must be kept refrigerated between 5 - 8 °C and must be consumed within 2-4 days. Please see the box label for further information.
We always love to hear from our fantastic customers. If you'd like to get in touch with us, head to our contact us page where you'll find our telephone number, email address and contact form. Our dedicated customer experience team are ready and waiting to help you.
We will respond to you as quickly as we can. We normally reply to all emails and queries within 48 hours, however, please not that it may take longer for us to come back to you at peak times. Working hours are 9am-5pm, Monday to Friday.
Our Customer Experience team are available:
Bank Holidays: Closed
It all depends on what the enquiry involves, but we do always try to help out where we can! Please email email@example.com
We've really thought through our packaging to be as sustainable as we can make it. 100% of Frodeli packaging can be reused or recycled. Recycling information is displayed on our packaging to the current industry standards or you can view our Sustainability Promise.
We have tried very hard to make our desserts sustainable as well as delicious. This is all laid out in our Sustainability Promise.
Here are a few things we're proud of:
- All packaging items are recyclable and much of it is recycled - our boxes have the FSC (Forest Stewardship Council) logo to show our commitment to natural resources.
- The sheep wool which helps protect our puds comes from local sheep and supports farmers in our community.
- Our kitchens are all within an hours drive from us.
- Our courier, DPD, is also committed to sustainability and strives to make all its deliveries carbon neutral.
Allergens & Ingredients
All allergens in our products are marked in BOLD in the ingredient declaration.
Although all care is taken in making our desserts, we can’t guarantee that products are free from any undeclared allergen.
Where we have assessed to have a cross contamination risk from an undeclared allergen this is presented on the label as an allergen warning statement.
Our products use soft cheese, milk and cream, all of which are pasteurised. We also use eggs and egg-derived ingredients which are also pasteurised.
We're so sorry, but sadly you can't.
Our kitchens handle nuts (including peanuts) in the same production lines as those products that do not contain nuts as an ingredient. It is therefore possible that our products contain a trace level contamination which could potentially pose a risk to those allergic to nuts.
Yes, and we're very happy about that! We're really proud to be able to offer a broad range of desserts that are suitable for vegans / vegetarians. Our raw material supply chain and production process control assure that we diligently meet requirements for these claims.
Absolutely! Our chefs use only the freshest, best quality ingredients. We also use fresh British dairy produce in our desserts (excluding vegan / plant-based products).
Of course! All our desserts are completely free of GMO.
As our desserts are made with pasteurised ingredients, pregnant women should be able to consume them safely - and you definitely deserve dessert if you're growing a tiny human! However, if you have any dietary issues or concerns we'd always recommend consulting you health professional beforehand.
We accept the following forms of payment: Solo, Switch, Maestro, Visa, Visa Electron, Mastercard, PayPal and Amex.
Due to the perishable nature of our products, we strongly recommend that someone is at the address of delivery to receive the parcel. However, if this is not possible it is your responsibility to ensure you specify your delivery preference with DPD directly. Click here for more info.
You should be able to change or cancel your order within 3 hours from placement of order, or within 30 minutes if you have opted for a next day delivery. You must make these changes by telephone as you are unable to cancel or amend your order online. Whilst it may not always be possible, our team will always try their best to meet your request.
Unfortunately you can only deliver to one designated address per order. If you have a large number of orders to go to different address contact our Customer Experience team who may be able to help.
FREE DELIVERY FOR ORDERS OVER £75
Next day / Nominated day delivery: £5.99
Saturday Delivery: £7.99
We deliver to most of UK mainland. Unfortunately we can't currently supply to the Scottish Highlands, Isle of Wight, the Isle of Man, the Channel Islands or Northern Ireland as the delivery takes longer and we can't promise the product will reach you in perfect condition. We are working on this and hope to make it available in the future.
Not long! For in stock products you will receive your desserts next day if you order by midday.
Yes, you can! We offer next day, nominated day and Saturday delivery options at our online checkout. Please bear in mind that we are currently unable to offer delivery on Sundays or Mondays. In this instance, we recommend placing your order for delivery in advance and keeping your desserts in the fridge (for up to four days) or the freezer.
All our desserts are handmade in our Yorkshire kitchens and immediately frozen so your priceless puds stay as fresh as the day they were made. This also ensures that your precious cargo is robust enough for transit and won’t be damaged by any bumps in the road.
Our gorgeous cardboard boxes are packed with dry ice to control the temperature. Whilst dry ice evaporates over time, there may be a small amount left in the box. If this is the case, you can simply leave it to evaporate, away from the reach of children and animals. Once fully evaporated, the plastic packet can be recycled at your local supermarket.
Your package will be delivered by DPD in a special Frodeli delivery box.
We deliver to most areas of the UK mainland by commercial courier - you can see our delivery map on our delivery page. Delivery by other means or outside UK mainland may be possible by special arrangement but an additional delivery charge will be payable. If you require delivery outside mainland UK, we can discuss the options with you via email at firstname.lastname@example.org
If you are expecting a dessert delivery and it hasn't arrived, please contact email@example.com with your order reference number and a member of our team will be happy to help.
Tell us the date you want your dessert delivered and we will get it to you on time and in perfect condition; be it for a birthday, anniversary or just to treat yourself! Unfortunately we can't currently deliver on Mondays or Sundays, so be sure to bear this in mind when ordering and remember to allow some time (6 hours) for defrosting.
If you just can't wait that long, why not make use of our next day service? To use the next day service your order needs to be received and confirmed before midday.
You can read more on our delivery page.
Please rest assured that your personal information is very secure. We cannot see any bank card details and don’t have access to them or store them. We use Shopify Pay as the payment gateway for website orders.
Media & Marketing
Yes! We love brand collaborations. We have lots of opportunities with Frodeli and with our sister brands. Please do email us your information and ideas.
If you have a media enquiry please complete the contact form or email firstname.lastname@example.org.
We'll get right back to you.