Frequently Asked Questions
Customer service advice, ordering & payment
Contact us
How do I contact you?
For any information request, you can contact us directly
- via the contact form
- via our e-mail address team[at]freezedriedandco.com
- by phone on +33 (0)2 97 87 23 73
- via the online chat on the website
- by post to the following address: SAS SAVEURS ET LOGISTIQUE - Freezedried & Co, 6bis rue du Sous-Marin Venus 56100 Lorient, France
Please provide as much information as possible (name, email address, phone number, order number, etc.) so we can respond effectively.
Manage my account
How do I create an account?
Creating an account on our site is very simple. Just go to the 'Account' tab and click on 'No account? Create one'. Then simply add your email address and fill in the required information and confirm your registration. A validation email will be sent to your address.
You can then log back into your Freezedriedandco.com account at any time to track your orders or update your personal information.
What should I do if I've forgotten my password?
If you've forgotten your password, click on 'Forgotten password?' and an email will be sent to you immediately to create a new password.
If this doesn't work, please contact us directly by phone on +33 (0)2 97 87 23 73 or by email at team[at]freezedriedandco.com to help resolve the issue.
Is the confidentiality of my personal information guaranteed?
Rest assured, your data is only intended for Freezedried & Co: our customer service team.
You can request to view, correct or delete your personal data. Simply contact us via our contact form.
My Order
How do I place an order?
You can place your order according to your preferences:
- online 24/7
- via the contact form or by email at team[at]freezedriedandco.com
- by phone on +33 (0)2 97 87 23 73
- by post to the following address: SAS SAVEURS ET LOGISTIQUE - Freezedried & Co, 6bis rue du Sous-Marin Venus 56100 Lorient, France
When requesting a quote by email, upon receipt, we undertake to respond within 48 hours (working days).
How do I check product availability?
The vast majority of products on our website are available immediately and dispatched within 24 hours.
When you need to order large quantities and we don't have sufficient stock, we restock to meet your requirements. This may result in a slightly longer order processing time. This information is clearly indicated when you add products to your basket.
For certain products (out of stock, being restocked or on request), delivery times may be longer. This information is clearly shown on each product page and during the ordering process.
If your order contains both products with a 24-hour dispatch time and products that are not immediately available, it will be sent to you in one shipment once we have gathered all the ordered items. We will also notify you by email of your order's delivery time.
If your order is urgent, we can send you the available products before the others if you wish. Please contact us at team[at]freezedriedandco.com or by phone in this case.
How can I view my order details?
You can track your order by checking your customer account, and you will also be informed by email at various stages.
In case of any particular issue or to check your order's status or delivery time, please contact us by email or phone so we can find a solution.
What should I do if my order is 'pending'?
If your order is pending, this means one or more items are out of stock. The restocking time for the item(s) was indicated when you placed your order and also in the confirmation email. Please contact us if you wish to modify your order so we can send it to you as quickly as possible. Otherwise, your order will be dispatched once complete.
How do I modify or cancel my order?
We are very responsive to deliver your parcel within the indicated timeframes. However, we can modify or cancel an order if it's still at our premises. To do this, please contact us immediately on +33 (0)2 97 87 23 73 or via our contact form.
How do I request a quote?
To request a quote, please contact us via our contact page or at b2b@lyophilise.com, specifying the products you are interested in, their quantities, your full name, email address, delivery address, phone number, and preferred payment method. You may also indicate the purpose of your request or mention any special requirements.
We will get back to you within 48h (working days).
Payment
What payment methods are available?
You can pay:
- By bank card with Payplug or Stripe, our secure payment solutions, when purchasing in the online store
- By PayPal
- By Apple pay
- By Satispay
- By Bancontact
- By iDeal
- By bank transfer (our bank details will be provided when you confirm your order)
- By administrative mandate for local authorities and companies (quote to be sent to team[at]freezedriedandco.com)
Upon receipt of your payment, the order will be dispatched within 24 hours (if products are in stock and on working days).
Can I pay in instalments?
4x interest-free payment is available with PayPal for purchases from £30 to £2,000.
It's also possible to pay in 2x or 3x interest-free by bank card with Alma for purchases from £200 to £2,000.
How do you ensure the confidentiality of my banking details?
Payment security on our site is ensured by our partners Payplug and Stripe which use 3D Secure, an effective anti-fraud tool.
Freezedriedandco.com never has access to your details and never stores them on its servers. This is why they are requested each time you place a new order on our site.
See "Terms and conditions", clause 8.
When and how will I receive the invoice for my order?
You will receive your invoice in your parcel upon delivery. You can also request a duplicate invoice by email.
How do I use my promotional code | gift voucher?
You've received a discount code and want to use it on our site.
It's very simple: after adding your chosen items to the basket, enter your promotional code in the 'Do you have a promo code?' field and click Add. Your basket total will then update according to the code entered.
Shipping
Delivery
What are the different delivery methods, times and rates?
United Kingdom
| Carrier | Prices (Excluding VAT, customs duties and clearance fees payable by recipient) | Delivery time | Location |
|---|---|---|---|
| Colissimo Home Delivery by Royal Mail | £8.48 (free from £70 purchase) | 3 - 6 days | Address of your choice |
| Schenker | From £49* | 4 - 5 days | By appointment |
* Schenker rate 30-50 kg: £49 | 50-100 kg: £79 | Over 100 kg: £99
Switzerland
| Carrier | Prices (Excluding VAT, customs duties and clearance fees payable by recipient) | Delivery time | Location |
|---|---|---|---|
| Colissimo Home Delivery by Swiss Post | €8.48 | 3 - 6 days | Address of your choice |
| Schenker | From €49* | 4 - 5 days | By appointment |
* Schenker rate 30-50 kg: €49 | 50-100 kg: €79 | Over 100 kg: €99
Europe (Zone 1)
Delivery countries: Belgium, Luxembourg, Netherlands, Austria, Portugal, Ireland
| Carrier | Prices (Excluding VAT) | Delivery time | Location |
|---|---|---|---|
| Chronopost PickUp Shop2Shop by DPD | €4.69 (free from €70 purchase) | 4 - 6 days | Relay point |
| Chronopost PickUp Express by DPD | €5.64 (free from €100 purchase) | 2 - 4 days | Relay point |
| Chronopost Home by DPD | €5.64 (free from €100 purchase) | 2 - 4 days | Address of your choice |
| Schenker | From €28.39* | 3 - 5 days | By appointment |
* Schenker rate 30-50 kg: €28.39 | 50-100 kg: €47.25 | Over 100 kg: €75.78
Europe (Zone 2)
Delivery countries: Denmark, Hungary, Latvia, Lithuania, Poland, Czech Republic, Slovakia, Slovenia, Sweden, Bulgaria, Cyprus, Croatia, Finland, Greece, Malta, Norway
| Carrier | Prices (Excluding VAT) | Delivery time | Location |
|---|---|---|---|
| Chronopost PickUp Shop2Shop by DPD | €6.95 (free from €90 purchase) | 4 - 6 days | Relay point |
| Chronopost PickUp Express by DPD | €9.95 (free from €150 purchase) | 2 - 4 days | Relay point |
| Chronopost Home by DPD | €9.95 (free from €150 purchase) | 2 - 4 days | Address of your choice |
| Schenker | From €49** | 3 - 5 days | By appointment |
**Schenker rate 30-50 kg: €28.39 | 50-100 kg: €47.25 | Over 100 kg: €75.78
If you would like delivery to another country, please consult our shipping page to find out about delivery times and rates.
How can I get delivery outside Europe?
For deliveries outside Europe, you can request a quote by email via b2b@lyophilise.com by specifying the products you want, their quantities and the desired destination of delivery. Our team will calculate the shipping costs based on the destination and parcel weight and will get back to you within 48 hours with the procedure to follow to settle your quote.
Parcel tracking
How do I track my parcel?
In addition to your order confirmation, you will receive an email informing you that your parcel has left our warehouse with a tracking number. Parcel tracking will be active within hours of the email being sent. If it doesn't work, you can contact us by email team[at]freezedriedandco.com or by phone for more information.
How long do I have to collect my parcel from the relay point?
If you opted for Chronopost PickUp Shop2Shop or Chronopost PickUp Express delivery, you have 7 working days to collect your parcel.
If you opted for Colissimo Home delivery, you have 14 working days to collect your parcel if it has been delivered to a post office.
Can someone else collect my parcel?
A third party can collect your parcel under these conditions:
- At a relay point: a photocopy of your ID, a proxy authorising this person to collect your parcel and your order number or parcel number (for relay points and post offices)
You can also directly enter the name of the person collecting your parcel instead of your own name when placing your order. This will make the process easier.
- At the store in Lorient: only your name and order number
Can I choose a different delivery address?
When confirming your order, you can choose a delivery address different from the billing address. You can also modify your addresses in your customer account.
Customer service, returns & refunds
Returns and refunds
Are returns free?
Return shipping costs are your responsibility, unless there is an issue with your order or delivery. In this case, you can contact us to send you a shipping label.
Shipping costs are refunded if you return your entire order. If you have kept one or more items, shipping costs are not refunded as a delivery has taken place.
How long does it take to receive a refund after cancelling my order?
Upon receipt of your returned parcel at our premises, we will process the refund according to the payment method used when your order was placed.
This is processed within 5 working days from the date the refund request is submitted.
Delivery problem
What should I do if the parcel I receive is damaged | defective | incorrect?
We do our utmost to package the products we ship effectively. However, if a parcel is delivered damaged, you must note your reservations with the delivery person when receiving the parcel.
If the parcel is not damaged but the product has still been damaged, we recommend taking a photo of the product and sending it to us by email at team[at]freezedriedandco.com. You can also contact us by phone on +33 (0)2 97 87 23 73.
How long do I have to return my order?
If you no longer want your order, you have 14 days to withdraw. Legal information about returning goods can be found in the Right of withdrawal section.
Why didn't my parcel arrive at my chosen relay point?
Relay points have become very popular. If a relay point is saturated or closed, the carrier redirects parcels to the nearest available relay point to avoid holding up orders. If the new relay point is too far from your home, please contact our customer service so we can find a solution together.
Partnerships
Sponsorship
Can you sponsor expeditions | sports projects?
Thank you for thinking of Freezedried & Co for your next adventure!
Unfortunately we receive many requests every day and remain a small structure, so we don't provide product donations. In some cases we can offer you interesting discounts, feel free to contact us with as much information as possible: where are you going, number of people involved, details about your social networks and/or other means of communication at communication[at]lyophilise.com or via our parternship request form.
Samples | Product Donations
Do you have samples? Do you make product donations?
We receive numerous requests for samples every day. Given our limited sample stock as a distributor rather than manufacturer, we are unable to fulfil these requests.