🛒Order and Customer Account

I forgot my password, how do I reset it?

On the login page, click "Forgot your password?" Enter the email address linked to your account and you will receive a password reset link valid for 24 hours. If you do not receive the email, please check your spam folder or contact our customer service team.

How do I view my order history?

Log in to your account on order.destinyfoods.com. From your dashboard, the "My Products" section gives you access to your order history, past deliveries and your products usually ordered, making it easier to place new orders.

How can I modify or cancel an existing order?

It is not possible to cancel an order online once it has been confirmed. Please contact our customer service team directly. Due to the cold chain requirements and logistical preparation involved, late changes cannot be guaranteed.

🚚Delivery and logistics

What delivery areas does Destiny Foods cover?

Destiny Foods delivers to professionals throughout the UK in our own temperature-controlled fleet. To find out the delivery frequency and available delivery days in your area, contact your sales representative.

What are the delivery times for desserts and ice creams?

Delivery times vary depending on your location and the frequency of delivery routes in your area. As a general rule, orders placed before the cut-off date will be delivered on the next scheduled delivery round in your area.

Is there a minimum order amount?

A minimum order amount applies to your account depending on your commercial agreement and your area. This information has been communicated when your new account was setup you should have received an account setup confirmation email with all the details. If you have any questions about the pricing conditions, please contact your sales representative.

How are storage conditions guaranteed during delivery?

Destiny Foods ensures that its desserts and ice creams are delivered in strict compliance with the cold chain, in accordance with HACCP standards and current regulations. Products are transported in refrigerated vehicles maintained at negative temperatures. Upon receipt, immediately check the condition of the products and report any issues to our team.

What should I do if there is an issue with my delivery (missing, damaged or incorrect product)?

If you notice any issues upon delivery, please record clear, dated details of the problem on the carrier's delivery note. Then please contact our Customer Service team within 24 hours, providing photographs and the relevant product references. Our team will review your claim as quickly as possible and arrange either a replacement or a credit where appropriate.

Can I schedule my orders in advance to anticipate seasonal requirements?

Yes. The ordering platform allows you to plan your orders in advance based on your delivery schedule. We recommend increasing your orders ahead of periods of high demand (Christmas & New Year) to secure your stock levels. Your sales representative can support you with seasonal forecasting.

Does Destiny Foods offer vegan, gluten-free or NGCI products?

Yes. We offer a complete range of products suitable for specific dietary requirements: certified gluten-free products and NGCI creations made using non-gluten-containing ingredients. These products are grouped into the relevant “Vegan”, “NGCI” and “Gluten-Free” selections, with icons making them easy to identify when creating your menu.

What payment methods are accepted by Destiny Foods for online orders?

Payment terms and methods (credit card, bank transfer, direct debit, credit limit etc.) are defined in your commercial agreement when you become a registered customer. For any questions regarding your payment terms or outstanding balance, please contact your sales representative or our accounts department.

How can I access my invoices and order documents?

Your invoices are available directly from your customer account on order.destinyfoods.com. You can download all your accounting documents (invoices and credit notes) from your dashboard in “My invoices” section. For any specific request or duplicate document, please contact our customer service team and provide your customer account number.

How can I request a credit note or report a billing issue?

For any credit note request (non-compliant product, billing error or return following a delivery dispute), contact our customer service team, providing your customer account number, the invoice reference concerned and the reason for the request. Credit notes will be processed and applied to your account.

🍰Storage and product advice

What is the recommended shelf life for desserts and ice creams?

The best before date is indicated on each product packaging. For desserts, please refer to the product specification sheet for detailed information on shelf life and storage conditions. As a general rule, all products must be stored at a minimum temperature of -18°C. Please refer to the shelf life information on the box for more details.

Can the products be refrozen after thawing?

No. Refreezing the products after complete thawing is strictly discouraged for both food safety and quality reasons. If there is an accidental break in the cold chain during delivery, report it immediately to our customer service team. Do not consume or refreeze products that have undergone uncontrolled thawing.

🤝Partnership and Registration

How can I become a Destiny Foods customer?

To become a Destiny Foods customer, please complete the registration form on our website (www.destinyfoods.com). Please note that we only supply to foodservice professionals and do not sell directly to the general public. Once your account has been set up, you will receive a confirmation email containing your account details. A sales representative in your area will then contact you to provide further information about our product ranges and services, and to support you with your requirements.

Who should I contact for commercial enquiries or complaints?

For commercial enquiries, you can contact your sales representative directly or use the “Contact us” form. For complaints relating to an ongoing order, please contact our customer service team. We are committed to responding as quickly as possible.