Frequently Asked Questions
We're not taking this situation lightly. We practice all recommended guidelines at our warehouses, including wearing masks, sanitizing regularly, and maintaining social distance.
All imported products are directly sourced by us from our partners around the world. Most have been supplying us for several years; we consider them family.
Local ingredients are sourced directly from our favourite brands in India. We select products that we really love and which we think beautifully complement everything else that we have to offer.
We are currently dispatching orders within 1-3 business days. We will inform you when your order has been dispatched, and you can expect them to arrive on the day of dispatch.
We have no minimum order value. However, we offer free delivery over Rs. 2000.
For orders over Rs. 2000 delivery is free across Mumbai. For orders below Rs. 2000 in select South Mumbai pin codes (from Cuffe Parade till Lower Parel) delivery charges are Rs. 150. For orders below Rs. 2000 above Lower Parel and onwards, delivery charges are Rs. 200.
Our payment gateway accepts payments through Visa, MasterCard, Rupay, Maestro,American Express (currently disabled by the RBI) and Diners Club cards, UPI, Airtel Money, Freecharge, JioMoney, Ola Money, Payzapp, Mobikwik, and Netbanking from all Indian banks.
We do not accept cancellations once an order is placed.
We take great care and attention when procuring and shipping your orders. Thus, we only offer refunds in extreme circumstances, such as damaged or missing products. After investigating the evidence (images must be shared immediately),we will make a decision on your refund request. Decisions on refunds shall be at our discretion.
Due to the perishable nature of our products, all refund requests should be submitted immediately to firstname.lastname@example.org at the time of delivery or on the same day of delivery. Where applicable, for example if you received a damaged product, images must be shared immediately to qualify for a refund. Thus, we advise you to thoroughly check your order when you receive it, and immediately store your products according to their requirements(refrigerator/freezer, storage advice can be found below) to prevent spoilage.
Refund requests will strictly not be accepted after the day the order is delivered.
If your refund request is accepted, please allow up to 5-7 working days for its processing by our payment gateway.
Due to the perishable nature of our products, we strictly do not allow any exchanges.
However, we will authorise an exchange if we have made an error and packed an incorrect item in your order. In such a case, please notify us immediately at email@example.com at the time of delivery or on the same day. Share an image of the erroneous product. We will investigate and arrange for the product to be exchanged for the correct one as soon as possible. If the product to be returned to us is perishable, we request you to please store it as per its requirement (refrigerator/freezer, storage advice can be found below) until we can arrange for the exchange.
All temperature sensitive items will be packed with frozen re-usable gel packs to keep them in good condition during delivery. We recommend storing your products according to their requirements (refrigerator/freezer, storage advice can be found below) immediately after accepting delivery, to prevent any spoilage.
Due to the perishable nature of our products, we will not be held responsible for the condition of perishable items once the order is delivered. Thus, we advise you to thoroughly check your order at the time of delivery.
We take pride in stocking a unique range and variety of products and updating our availability regularly. However, there are instances when products could appear as available when they are sold out or unavailable. In such a case we will do our best to fulfil the majority of your order, and issue a refund for any missing items.
Blocks and wheels of cheese or meat are sold in their original packaging and size only.
Not at the moment. However, we plan to in the future, and have started practicing our gift wrapping skills!
You should immediately unpack your order and refrigerate your cheese. Store your cheese in its original packaging until you’re ready to open and enjoy it. Once opened, we recommend wrapping it in our Framroze Deli cheese paper, and placing it in an airtight container in the refrigerator. Enjoy your cheese while its fresh.
For more details on cheese care, visit on Cheese Storage & Care page.
For most types of cheese (not all), freezing will result in a loss of texture and flavour. Instead, we recommend enjoying your cheese as soon as possible while it is at its freshest. This doesn’t give it any time to spoil, and it will taste best while fresh.
Not necessarily. White/blue mold on the surface of the cheese generally indicate that it has been exposed to oxygen or moisture and the cheese can often still be enjoyed after removing the affected area. Hard and semi-hard aged cheese like Cheddar and Parmigiano Reggiano can develop such molds if they are not stored properly or if they are not fresh. In such cases, remove the affected area from the surface of the cheese by scraping it off with a knife, and enjoy the rest.
Some cheese have natural white and blue mold on their rind from their maturing process. Others have veins of blue mold inside them, like Blue Stilton, which are specially made like that for a unique flavour. These types of cheeses are perfectly edible and incredibly delicious.
Black/red/pink mold are rare and usually indicate that the cheese has spoiled. If your cheese develops these kinds of mold, please do not consume it.
Canned, bottled and shelf-stable products should be stored in a cool and dry place. Never put them above or beside the stove, under the sink, or any place exposed to high or low temperature extremes.
After opening, we recommend consuming the item entirely. However, if you have some leftover, store it in the refrigerator and consume it within a couple of days to prevent spoilage.
Canned seafood should be stored as per the instructions above.
Frozen seafood should be immediately placed in the freezer at the time of delivery to maintain its temperature and prevent spoilage. To defrost, place the item in the fridge for a few hours until soft. After opening, we recommend consuming the item entirely. However, if you have some leftover, store it in the refrigerator, tightly wrapped in plastic wrap to prevent it from drying out, and consume it within a couple of days to prevent spoilage.
Our pasta is dry and thus does not require refrigeration. However, after opening we recommend storing it in an airtight container in the refrigerator to preserve freshness and avoid pests.
Each item is unique and has different storage instructions. Please refer to the product page, or read the label of the product for more details. If you don’t find the information you’re looking for, write to us at firstname.lastname@example.org and we will be happy to help.
Please visit our ‘Recipes’ section for ideas on how to use your products. If you don’t find what you’re looking for, feel free to write to us at email@example.com for tips and suggestions.
If you have any tips or suggestions on how to use our products, please let us know so we can share them with others or add to our recipe collection.
For any other questions, write to us at firstname.lastname@example.org