Frequently Asked Questions

If you have placed your order before 12:00, we will try to ship it the same day. If not, your order will be shipped the next open day*.

Exceptions:

• if our customer service has questions/remarks about your order and will contact you first before releasing your order
• if outstanding invoices still need to be paid
• if you have to prepay your orders before shipment
• if a product in your order is out of stock
• if you order sponge cake: we only ship the sponge cakes on Monday, Tuesday and Wednesday (Monday and Tuesday for non-EU countries)
• if you have placed a large order, with for example many labels that need to be printed one by one.

*Open days: from Monday to Friday (exception: closure days / holy days)

If you have placed your order before 12:00, we will try to ship it the same day. If not, your order will be shipped the next open day*.

Exceptions:

• If our customer service has questions/remarks about your order and will contact you first before releasing your order
• if outstanding invoices still need to be paid
• if you have to pre-pay your orders before shipment

This is for information only; we can’t guarantee this delivery schedule:

Approximate delivery schedule for your orders, after treatment and packing at our warehouse.

Country of delivery	Approximate delivery time
The Netherlands	1 working day*
Belgium / Germany/Austria / Denmark	2 open days*
Poland / Switzerland / France / Spain / Portugal / Italy / UK / Guernsey / Sweden *excl. customs/islands	3 open days*
Finland / Norway / Ireland *excl. customs/islands	5 open days*
Iceland *excl. customs (palletized 1.5 week)	6 open days*

Les informations mentionnées sont à titre informatif, nous ne pouvons pas garantir de délais de livraison de vos commandes.

*Open days: from Monday to Friday (exception: closure days / holy days). Count starts from the open day following the shipment day from our warehouse.

If you wish to track your order online, follow the tracking link the transport company has sent you per email, or contact our customer service (09:00 – 16:30):

Tel: 0031-138 200 926 | E-mail: info@icedelite.com

This can happen if some of the goods are temporarily on backorder, or if there has been problems with transport. For more information, please contact our customer service (09:00 - 16:30)

Tel: 0031-138 200 926 | E-mail: info@icedelite.com

It is possible if you order has been placed before 11:00 am. Additional costs will be invoiced if your order is sent per Express. The costs depend on the amount of boxes and the country of destination. Please contact our customer service directly after you placed your order to request an Express delivery and to know the exact costs (09:00 - 16:30)

Tel: 0031-138 200 926 | E-mail: info@icedelite.com

If you have placed your order before 12:00, we will try to ship it the same day. If not, your order will be shipped the next open day*.

Exceptions:

• if our customer service has questions/remarks about your order and will contact you first before releasing your order
• if outstanding invoices still need to be paid
• if you have to prepay your orders before shipment
• if a product in your order is out of stock
• if you order sponge cake: we only ship the sponge cakes on Monday, Tuesday and Wednesday (Monday and Tuesday for non-EU countries)
• if you have placed a large order, with for example many labels that need to be printed one by one.

*Open days: from Monday to Friday (exception: closure days / holy days).

It is possible to add products to an order you made on the same day, and before 14:30. If you wish to make a modification or remove a product, it depends if your order has already been packed or not at our warehouse.

Please contact our customer service (09:00 - 16:30): Tel: 0031-138 200 926 | E-mail: info@icedelite.com.

If the label you need is not on the webshop under your own customer number, please inform our customer service (09:00 - 16:30):

• by mentioning what label you need (recipe + label code + quantity + additional information regarding locally bought ingredients) in the “remarks” field available for messages at the end of the order process,
• by contacting directly our customer service for them to add the label you need to your order: Tel: 0031-138 200 926 | E-mail: info@icedelite.com.

The next time you will need this label, it will then show on the webshop.

Please note that if our customer service doesn’t receive all the information needed to add the label to your order (recipe + label code + quantity + additional information regarding locally bought ingredients), the shipment of your order may be delayed until they receive all necessary information.