faqs
frequently asked questions
ordering
I don’t like ordering online; can I order by phone instead?
Unfortunately, we don’t accept orders by phone. All orders must be placed online.My payment keeps being declined, why?
The most common reason for this is that the postcode on your billing address doesn’t match the postcode that’s registered to the card you are using. Check the details and try again. We also have a minimum order amount of £20, not including delivery charge, anything less than this is wont allow you to check out. If you’re still having issues, get in touch at info@tynechease.com and we’ll see if we can help.I found a discount code online but it’s not working, why?
Chances are if you found it online anywhere other than a recent email or social media post from us, then it’s expired, sorry.Shipping
When will my order be dispatched?
We aim to dispatch orders within 2 -3 working days, Monday – Thursday, with next day delivery (Mainland UK only). For orders to the Scottish Highlands, Scottish Islands, Isle of Man and Northern Ireland, we will still aim to dispatch within 2-3 working days but a 2 day delivery service must be used.
Orders containing products that are “Available on back-order” may take longer than 2-3 working days to dispatch.
If in doubt, get in touch via email at info@tynechease.com and we’ll let you know when to expect your order.
What shipping carrier do you use?
We dispatch all orders with DHL.
Why is the shipping cost so high?
Shipping via next-day delivery these days is fairly expensive and though you may find our shipping charges expensive, we already cover the costs of all of the packaging materials used during shipping, shipping surcharges and handling fees. We are always looking to reduce our costs, but unfortunately, as a small business we can only do so much and reductions in this area aren’t always possible.
returns & refunds
I received my order, but I don’t like the products, can I get a refund or return the products?
Unfortunately, we don’t offer refunds due to taste preferences. We don’t expect everyone to enjoy our products, though we strive to ensure a lot of you do. Our refund policy only covers products that are faulty, lost in transit or damaged during transit.
I bought a product from one of your stockists, can I get a refund from you?
Unfortunately, if you ordered through any of our stockists and you have any issues regarding our products you must go through the stockist you ordered from to resolve the issue. Why? It’s simply easier for different companies to track and deal with their own customer service issues.
our products
What is the shelf life of your products?
Our products will generally keep up to 4 month in the refridgerator, and 14 days once the vacuum seal has been opened. Please note each product is labelled with it’s own best before date and these may be less than above if bought from one of our stockists.Are your cheeses gluten free?
Yes! None of our products contain gluten and we do not handle gluten on site.What is the best way to store the products?
This varies for some products – and the correct information will be provided on the packaging. Most of our products, our cheese blocks, are best stored in the fridge but are suitable for freezing until opened. They have a generous shelf life of 4 months and 14 days once opened. Once opened they can be stored in an airtight container, or wrapped in greaseproof paper. This second option will allow the cheese to breathe and continue to age.Do your products melt?
Do you have anything like a blue cheese, strong cheddar, mozzarella, camembert or any other dairy cheese?
My product is tangy, why?
All our products have a natural tang to them due to the fact that they are all cultured. Some customers find this too tangy; some find it not tangy enough. Strongly flavoured products such as our Ethiopian Spice, Smoked or Truffle flavours will have less of a tang due to the strength of flavouring.Do you offer free samples for new customers?
our packaging
What is your packaging made of and how can I dispose of it?
The packaging of our core range of block cheeses consists of a recyclable vacuum wrap in which the chease is sealed. The chease is then placed inside a recyclable cardboard box.
Our cream cheeses are packaged in a plastic jar with a plastic lid. The jar and lid are recyclable.
Our Selection Box contains 7 cheeses that are individually vacuum sealed in recyclable pouches then placed inside a cardboard sleeve. The labels are both paper and can be recycled.
What materials do you use to package your products ready to ship?
For dispatching we try to either reuse packing materials, such as bubble wrap, packing paper, void fill, and airbags, that we get in deliveries from our suppliers. The only packing materials we buy are recyclable brown packing paper which we use for most packing needs and we also buy in bubble bags into which we place the jars of creamed chease before dispatch. These bubble bags are biodegradable but not compostable.
