Click & Collect FAQs

HAVE YOU ORDER NUMBER READY WHEN COLLECTING.
For more information, please see the ‘What should I bring when I collect my order?’ FAQ.

We are currently experiencing high numbers of customer enquiries.

We kindly ask for your patience during this time and one of our customer service operatives will be in contact as soon as they can.

We have listed common questions below, please check these before sending us your question!
For safety, we have limited the amount of collection times available. If you are unable to place an order, please check the collection time slot section. All unavailable times will be marked or unselectable.

If this is the case for all of our time slots, we have sold out! We recommend trying the next day when more slots become available.

If you have been unable to place an order, please do not visit the parlour. They will be unable to process an order for you and you will be asked to leave
Unfortinately, an order CANNOT be amended once it has been placed. We recommend checking your order carefully before payment to ensure all items have been placed in a shopping cart.

If you wish to remove a product due to allergen concerns please contact us as soon as you can: myorder@joes-icecream.com
TO ENSURE THE SAFETY OF OUR STAFF AND CUSTOMERS, PLEASE DO NOT ARRIVE BEFORE OR AFTER YOUR CHOSEN TIME SLOT.

We have offered you the choice of a time slot for both your convenience and safety. Please check your email confirmation once your order has been placed. COLLECTION TIME ARE LIMITED FOR SAFETY - PLEASE CONSIDER YOUR COLLECTION TIME CAREFULLY WHEN MAKING YOUR ORDER.

If you arrive before your chosen time slot, you will be asked to leave and wait until your slot time arrives. Please be aware that you will be unable to wait outside the parlour. We recommend returning home or waiting INSIDE your car.
PLEASE DO NOT COLLECT YOUR ORDER WITHOUT TELLING US OF ANY COLLECTION TIME CHANGES.

WE CANNOT GUARANTEE A NEW COLLECTION TIME AS SLOTS MAY BE TAKEN AND ARE LIMITED FOR SAFETY - PLEASE CONSIDER YOUR COLLECTION TIME WHEN MAKING YOUR ORDER.

To avoid confusion and for safety, we kindly ask that you contact us to re-arrange your collection time.

Please email: myorder@joes-icecream.com
PLEASE DO NOT COLLECT YOUR ORDER WITHOUT TELLING US OF ANY COLLECTION TIME CHANGES.

Accidents happen, we will be happy to re-arrange your collection slot with you. Please email: myorder@joes-icecream.com
Please bring your ORDER NUMBER and have it ready before coming to collect.

If you are collecting on behalf of someone else, please ask them for their order number and quote their name on collection.

To fulfill orders quickly and safely, you MUST have the order number available to you. If you do not have the number, you may be asked to leave and return once you have it.
All customers will be asked to queue outside and at a 2 meter distance.

A member of staff in PPE will welcome you and ask for your order number. They will check to make sure you have arrived within your chosen time slot and will ask a member of staff to collect your order.

All collections will be contactless and we kindly ask that you follow all instructions from our staff members.

You will be unable to add items to your order at the time of collection. All payments are taken online.
Unfortunately, you will NOT be able to eat your ice cream at our parlour. All cafe and in-parlour seating will be closed off to the public.

Once you have collected your order, please return home!
We kindly ask that only 1 person from the household comes to collect your order.

All children, unless unable to due to childcare, general safety or being in a single-parent household, should be left at home.

If more than one adult arrives at collection, you may be asked to leave and wait INSIDE the car.