FAQ

Ice Cream

How do you make your ice cream?

All our ice cream is made by hand in small batches. First we pasteurise our milk with the other base ingredients. When this is cool we take a few litres at a time and add any other flavour ingredients (for instance strawberries, vanilla or coffee and spices). This mix is poured into the ice cream machine to be churned as it freezes. When the ice cream is ready it is poured into our tubs and we stir through any bits (like chocolate stracciatella or blackcurrant ripple). If we are making half litre tubs we then hand fill every tub before freezing them down further until they are hard.

Is your ice cream gluten free?

We do not use any gluten in our base mixes. However, we are not registered as gluten free and do occasionally add gluten containing products to some of our flavours (for example crumble mix, or gingerbread). For this reason we can never be completely certain that there will not be cross contamination in our unit. If you would like any further information please contact us, we can tell you if we have made any flavours including gluten recently and talk you through our practice in more detail.

Is your ice cream nut free?

You can see on each flavour whether it contains nuts. We do regularly use peanuts, pistachios and hazelnuts in our ice cream so cross contamination is possible. If you would like any further information please contact us, we can tell you if we have made any flavours including nuts recently and talk you through our practice in more detail.

Why do you use stabilisers and emulsifiers in your ice cream?

We endeavour to keep our flavours as simple as possible and are always looking to make flavours ourselves, to produce a quality product and reduce the ingredient list (for instance we make our own stracciatella and will be using our yoghurt to make yoghurt ice cream in the future). However, unfortunately there are some things we can not avoid, especially as we are not able to serve our ice cream directly to you, straight from the machine. Stabilisers and emulsifiers preserve the quality of the ice cream over time, meaning that we can get it to you and it can sit in your freezer for weeks or months without it becoming icy or slimy. All of our stabilisers and emulsifiers are of vegetable origin and we only use a minimal amount (0.6% of the base mix).

Home delivery

When do you deliver?

All orders are delivered on Wednesdays, Thursdays and Fridays. This means that if you order on Tuesday, Wednesday or Thursday before midday you will receive your order the next day, however any order placed after Thursday midday will not be received until the following Wednesday.

Where do you deliver to?

We are currently only delivering to mainland UK and can not deliver to the Highlands or islands of the UK. This is because we rely on 24 hour delivery to make sure our ice cream arrive in perfect condition to your door.

Do I need to be in to receive my parcel?

Nope. the dry ice will keep your parcel cool until around 6pm. The driver can leave your parcel with a neighbour or in a safe place but this will have to be specified when you make your order.

How much is delivery?

Delivery is £5.95 and free for all orders over £45 (six tubs).

Do you have a minimum order?

Yes. The minimum value for any order is £30. .

What packaging do you use and how do I dispose of it?

Your ice cream will arrive in a cardboard box with a recycled denim liner. The dry ice will be in a standard padded envelope. The cardboard box is kerbside recyclable while the plastic sleeve on the insulated liner can be recycled with plastic bags at supermarkets. Unfortunately, while being made from waste denim scraps, the denim liner can not be recycled further and we are looking into alternatives that can offer the same level of insulation. 

Is dry ice dangerous?

Dry ice ice is great! It is solid Carbon Dioxide and is very cold (-78.5 degrees Celsius), this makes it perfect for transporting ice cream but also means that it can burn bare hands. We deliver our dry ice in a sealed padded envelope, this can be handled safely as long as it's not opened. 

However, here at Shepherds we love to recycle an envelope (who doesn't) and the other brilliant thing about dry ice is when it breaks down it moves directly from a solid to a gas. So put your envelope aside for a day and like magic, the super cool freezing block will have turned into an empty envelope - ready to be used again. 

Subscription Boxes

When will my subscription order arrive?

Subscription boxes are delivered on the last Friday of each month. Last order for that month’s subscription box is midday the day before.

Can I choose what flavours I get?

We do not currently allow you to choose the flavours in your box - we think part of the fun is getting a surprise each month. It also means we can really concentrate on just a few great flavours and manage our making efficiently.  

That being said, you will always receive a tub of vanilla and one vegan option - either a sorbet or a vegan ice cream. We also offer the option of sheep and goat milk only for people with intolerances. If you get a flavour you really don’t like we suggest you share the love and give it to a friend!

Can I cancel my subscription?

You can cancel your subscription at any time up to the day before your next subscription is ordered. To cancel your subscription please go to you your customer account.

Can I pause my subscription?

Absolutely. You can skip a month at any time. To do this, go to your customer account. Your normal billing cycle will resume after your skipped month.

Can I send my subscription to a friend?

Yes! If you would like to send your subscription as a gift to a friend one month we can do that. Please email a week in advance of the delivery that you would like to change and we will make sure it goes to the right address.

How do I change my delivery address?

Login to your customer account and choose - change address at least two days before your next order is expected.