Frequently asked questions
Ordering, delivery, payment, storage, catering, cancellations, refunds, and allergen information for your order.
How far in advance do I need to order?
- Retail orders: at least 48 hours before your delivery or collection date.
- Wholesale and large orders (10+ 12oz tubs, or any 2.5L/4.75L order): at least 5 days before your delivery or collection date, as production will already be underway closer to the date.
Once confirmed, our standard turnaround is 2–3 days from order to delivery or collection.
What's your delivery area and cost?
We deliver within 3 miles of our Beckenham base:
- Free delivery on orders over £50
- £5 delivery charge on orders under £50
- Free collection is also available directly from us
For anywhere further out, get in touch and we'll see what we can arrange.
Cancellations & refunds
Cancelling or amending an order
- Retail orders: let us know at least 48 hours before your delivery or collection date.
- Wholesale and large orders (10+ 12oz tubs, or any 2.5L/4.75L order): let us know at least 5 days before your delivery or collection date, as production will already be underway closer to the date.
Refunds
- Once an order has been collected or delivered, we're unable to offer refunds on perishable items.
- If your order arrives damaged, incorrect, or faulty, contact us within 24 hours and we'll sort you out with a replacement or credit.
How to cancel or amend
Email kayonjaes1@gmail.com, message @KAYONJAES on Instagram, call 07852 283 639, or use the enquiry form and select "Cancel or amend an order" — include your name and order details.
Allergen info
Allergen information for each flavour is coming soon — check back shortly, or email kayonjaes1@gmail.com with any specific questions before ordering.
Age-restricted flavours
Dragon Stout contains alcohol and is for sale to adults aged 18 and over only. It is not suitable during pregnancy or for anyone avoiding alcohol for personal, religious, or health reasons. By ordering this flavour you confirm you are 18 or over. We reserve the right to refuse or cancel an order for this flavour where we have reasonable grounds to believe the purchaser is under 18. Full ABV details will be shown on the tub once available.
What payment methods do you accept?
Payment for retail orders is taken on delivery or collection via card machine, bank transfer, or cash. We accept Visa, Mastercard, American Express, and all major debit and credit cards.
Business customers may apply for an invoice account, with payment terms agreed in advance. New business customers are welcome to pay on delivery or collection for their first order, and can arrange an invoice account for subsequent orders.
How should I store my ice cream?
Please keep your order in the freezer at all times and consume promptly once opened. As with any frozen dairy product, avoid refreezing after it has fully thawed.
Do you cater for parties and events?
Yes — we cater for parties, weddings, and events. Get in touch via the contact page to talk through your event, and the same lead-time rules apply: at least 48 hours' notice for smaller orders, or 5 days for larger and bulk orders, so we can plan production around your date.