Delivery FAQ’s

** Customer Notice **

We understand that some orders are sent as surprise gifts to loved ones, and we certainly don’t want to ruin the surprise!
To avoid disappointment due to ‘Missed Deliveries’ we strongly recommend letting the recipient know that there is something special coming their way and to make sure they are home to receive it!
If you need any information surrounding your order, such as approximate delivery time, please call 01792 702265

on the morning/day of delivery!

We are currently experiencing high numbers of customer enquiries.
We kindly ask for your patience during this time and one of our customer service operatives will be in contact as soon as they can.
We have listed common questions below, please check these before sending us your question!

Unfortinately, an order CANNOT be amended once it has been placed.

We recommend checking your order carefully before payment to ensure all items have been placed in a shopping cart.

If you wish to remove a product due to allergen concerns please contact us as soon as you can: myorder@joes-icecream.com
We encourage all of our customers to enter their information carefully when completing their order.

If your delivery address and contact information is wrong and we are unable to successfully deliver your order, your order will be brought back to our Head Office. Please email us!

If your address and contact information is wrong, please contact us as soon as possible: myorder@joes-icecream.com
If you have missed your delivery and have received a 'We Missed You' card, please contact us to arrange re-delivery.

In some cases, at our discretion, your order my be delivered the next available delivery date in your area. Which can take up to, but no later than, 7 days.

If you would like to recieve your order sooner, we can arrange for it to be available for collection from your nearest parlour. In local lockdown situations, we understand this may not be possible, and will do everything we can to help!

In the rare event of no resloution, you may, at our sole discretion, be changed the full price of the order and no refund will be due to you, as a result of food products being used to create your order.

Any outcomes to your order will be at the discretion of our Directors.
We recommend checking your confirmation email for your assigned delivery date before contacting us.

As you can imagine, we are an extremely popular service and at the time of placing your order you will be asked to enter a desired delivery date.

There is a possibility that when placing your order, the last available slot may have been sold. If this is the case, you will be given the next available slot, which can sometimes be for the following weeks.

This information will be supplied to you on your confirmation email.

We will be unable to reschedule your order to an earlier date, as all delivery slots will be sold out.

If the date assigned to you in inconvenient you can contact us for a refund (24 hours before dispatch): myorder@joes-icecream.com
All orders are processed on the morning of delivery.

All deliveries will take place between approximately 11am & 5:30pm, please make sure someone is home to accept the order! There may be occasions where your order is delivered after the 5:30pm, this will be due to the driver being held up at another location.

Please contact us the following day if you have not received your order.

Unfortunately, we CANNOT arrange for your order to be moved to our Click and Collect service.

If you have any concerns surrounding your order please email: myorder@joes-icecream.com
If you wish to cancel an order after food has been used to start preparing it, you may, at our sole discretion, be charged the full price of the order and no refund will be due to you.

In the unfortunate circumstance that the we need to cancel your order after it has been accepted, we will notify you. We reserve the right to cancel any order, before or after acceptance, and will notify you immediately of any such cancellation.

You will not be charged for any orders we cancel. Any payment made prior to an order being cancelled by us will typically be reimbursed using the same method originally used by you to pay for your purchase.

If you wish to cancel your order, please email myorder@joes-icecream.com with your order number.