Frequently Asked Questions

No. Retail customers can order as a guest — just your name, phone number and address at checkout. Accounts exist for trade customers, who get wholesale pricing, saved details and invoices.

It is on the confirmation screen and in your confirmation email, and it always begins with CB- followed by six digits. Quote it whenever you contact us and we can find your order immediately.

Call us as soon as you can. If the order has not been made up yet we can change or cancel it and refund you in full. Once it has been packed and loaded we may not be able to — but talk to us rather than assuming. See Returns & Refunds.

For delivery, yes — £20.00. That covers the driver, not the ice cream. For collection there is no minimum at all, so a single tub is fine if you are coming to us.

• Within 3 miles of HA1 2SP — free
• 3 to 6 miles — £1.99
• Beyond 6 miles — we cannot deliver, but you are very welcome to collect

Enter your postcode at checkout and the exact distance and charge appear before you pay. Full detail on the Shipping & Delivery page.

Ice cream has a very short window outside a freezer. Past about 6 miles we cannot promise it arrives in the condition it left in, and we would rather decline the order than send you something soft. Collection is available to everyone regardless of distance.

Unit E5, Phoenix Business Centre, Harrow HA1 2SP. Choose Warehouse Collection at checkout and we will confirm a time. Please do not travel until you have that confirmation — we make orders up to order.

We deliver frozen and we do not leave frozen goods unattended, so someone needs to be there to take the order in. Put it in your freezer straight away. If something does arrive soft, tell us within 24 hours and we will put it right.

By card online, or choose Pay Later and settle on delivery or collection. Card payments are handled by Stripe — the card details go straight to them and never touch our server.

If you pay by card, at the moment you place the order. If you choose Pay Later, when you receive it. Trade accounts are invoiced.

Retail prices on the site are the price you pay. Trade customers with a VAT number on their account are charged 20% VAT, shown as a separate line on the invoice.

Allergen information is listed per product, because it genuinely differs flavour by flavour and a general answer here would be worse than none. See the allergen & nutrition information for the current list.

If you have a serious allergy, please call us on +44 7497 779997 before ordering. Everything we make is produced in one kitchen that handles nuts and milk, so we cannot guarantee any flavour is free from cross-contact.

Keep frozen at −18°C or colder and it will keep to the best-before date on the tub. Once it has thawed, do not refreeze it — eat it within a day and keep it in the fridge until you do.

Apply on the trade registration page. We will review it and get in touch. Once approved you will see wholesale pricing when you log in, and you can order in case quantities.

• Wholesale pricing across the range
• Case quantities and a downloadable product catalogue
• Proper VAT invoices, with your details saved
• Order history you can reorder from
• Collection from the warehouse at no charge

Yes — they are all in your account under your profile, and you can open or print any of them. If one is missing, email hello@creamybite.com and we will send it over.