FAQ's

Cecily's Home Delivery

When will I get my order?

If you order by 10am Tuesday to Thursday you will receive your order the next day. If you order after 10am on Thursday and on Friday to Monday you will receive your order on Wednesday.

What are your postage charges?

If you order;

two tubs of you will be charged £10 per delivery. 

Three tubs you will be charged £7 per delivery. 

Four tubs you will be charged £4 

Five tubs you will be charged £5

6 tubs or more FREE. 

What if I am not in to receive my order

You do not need to be in to receive your order and your order will be left in a safe place. The dry ice will keep your order cool for up to 30 hours - although we don’t recommend you leave it that long! Your ice cream will be delivered between 9-6 by DHL or 9-4 by APC. You should receive a text giving an approximate approximate time slot.

How do you keep the ice cream frozen?

We pack every order in dry ice which will keep the ice cream frozen for up to 30 hours in an unopened box. The insulation is denim jeans which otherwise would have gone to landfill.

Is your packaging vegan?

Yes we are. All of the materials used in the production of the denim insulation are derived from either synthetic or natural plants fibres. There are no animal derived fibres in this product.

Where do you deliver?

We only deliver to the UK mainland currently. The following postcodes are on a two day delivery. AB36, AB37, AB38, AB55, AB56, BT1, BT2. BT3. BT4. BT5, BT6, BT7. BT9 BT81, BT82 BT10 - BT94 (inclusive), D1 - D44, GY1-10, HS1-9, IM1-9, IM86, IM99, IV2-IV63, JE1-4, KA27 - KA28, KW2-KW17, PA20- PA23, PA41 - PA50, PA60 - PA88, PH19 - PH50, TR21- TR25, ZE1 ZE2, ZE3

We are working on delivering to the rest of the UK soon.

If you have a query about delivery please contact us on hello@cecilys.co and we can advise.

Why is your ice cream a little more expensive on this website than in the supermarkets?

Delivering ice cream is expensive - we have been trying to make this happen for a long time and the numbers just did not work. It is so much more so than regular deliveries. Packing and transporting tubs up to our wholesaler then packing the boxes inside a very big freezer, the cost of dry ice, vegan insulation and the packaging - it all adds up. We have tried our best to keep it as affordable as possible.

How do you deliver the ice cream?

The ice cream is delivered in dry ice - which perfectly safe. It’s simply frozen carbon dioxide compacted into a brick that evaporates over time. It is very cold though -80 so be very careful when handling it. There will likely be some dry ice left in the box when you open it, so remove the ice cream and place into your freezer, then leave the remaining dry ice to evaporate in a well vented area before disposing of the cardboard box in recycling. Do not touch the dry ice directly as it can cause ice burn.

Do you accept cash on delivery?

We do not accept cash. We do however accept all major credit and debit cards.

Is your eCommerce website secure?

We use Shopify to run our eCommerce service – one of the world’s leading, fully secure, GDPR-compliant online ordering and credit card processing sites.

There’s a problem with my delivery

We’re really sorry if you’ve experienced a problem with your delivery - it’s totally our responsibility to get your ice cream to us. If your ice cream does not arrive in the condition you were expecting it or is not frozen please send us a photo and dispose of the thawed ice cream. We will, of course, send you a replacement Cecily's order straight away.

If the answers above don't help you, please email us at hello@cecilys.co and we will respond within one business day to any queries or complaint you have.

Returns

We do not accept returns. However, if you have an issue with our ice cream or your home delivery please send us a picture and we will send you a replacement tub!

Cecily's ice cream FAQS

Why do we use precautionary allergen statements?

Our ice cream is dairy free but it is made in a factory that also produces dairy ice cream. We take extra special care and clean down the lines between each use and have a specific dairy free week to ensure it is as dairy free as it can be we are legally required to include that allergy warning.

What do we actually do to ensure our product is dairy-free?

We test every single batch for the absence of the 3 x markers for milk. That’s casein, lactose and beta-lactogolbulin. We send product off to test in 3rd party, independent and accredited labs and they use accredited testing methods. We test to the thresholds of <2.5ppm, <100ppm and <2.5ppm respectively. All product is stored on a positive release, meaning we won’t queue it up for dispatch until it has had a clear test result.

Does Cecily's taste of coconuts?

Hmmmm…..good question! We would say yes and no. Mint Choc Chip Pure Caramel, Double Caramel, Rum N Raisin and Choc Orange are for sure the least coconutty. Creamy Coconut definitely the most coconutty! Pure Chocolate…well that really divides people. Some say it does, some say it doesn’t. But, it is also our highest-rated flavour on Ocado.com so which one it is it is totally delicious.

Are you gluten free?
Our products do not contain any gluten however our products are produced in factories that do produce products containing gluten, which is why our packaging contains that allergen warning.

Does your product contain palm oil?

We are 100% palm oil free.

How do you transport your coconuts?

We import all our products by boat and do not air freight.

Where can I buy Cecily's?

Check out our store finder in the where to buy page. If you want to see your local store stocking either our 100ml or 460ml tubs - get in touch and we’ll do the rest.

What does it mean to be certified by the Vegan Society

The Vegan Society certifies your whole supply chain. It ensures that our coconuts are picked by human hands and not monkeys - which is sadly all too common as demand has surged in the last decade. Every year we have to pass a strict audit renewal part of which checks our coconut suppliers do not use monkeys to harvest their crop. We go beyond being vegan friendly as all our supply chain is checked and certified and a food calling itself plant based is not enough to ensure animals are not not coming to harm in the production of a product.

What does it mean to be certified “Organic”  by the Soil Society

Again they look at our supply chain, packaging and practices and ensure that the highest regulatory standards are applied and ensures that they are meet. The look at our plantations and ensure that we are treating the land with respect.

Do your products contain mono-diglycreides

No we could not call ourselves vegan or be certified by the Vegan Society if we did. These are often derived from processed or extracted using animal parts. We have spent countless days, weeks, months sourcing our ingredients to ensure we are not causing animals any harm.

Can you recycle your packaging?

We are imperfect but we are working on it and we are so close to having a fully recyclable tub - there have been some delays in the supply chain but we are so nearly there. Truthfully it’s a tricky issue and we know landfill is a problem and the whole industry needs to work but the commercially available options are lagging behind our desire for our packaging to be 100% household recyclable packaging. Our tubs can currently be recycled at commercial facilities but to us we need to make sure our pots and lids are recyclable in household recycling. We are also working on some really exciting and innovative packaging designs so please bare with us a little longer. We will always try to use the most sustainable available.

We are delighted to hear from packaging companies, scientists, and industry experts who can help us be the best possible food brand in the UK at lowering our carbon footprint and investing in greener materials. If you would like to get in touch, please email hello@cecilys.co