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. If you’re still having issues, get in touch at info@staging.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 5 working days 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 5 working days but a 2 day delivery service must be used.
Orders containing products that are “Available on back-order” may take longer than 5 working days to dispatch.
If in doubt, get in touch via email at info@staging.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 1 month if refregerated or up to 3 months if frozen. 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.
What is the best way to store the products?
There are many ways to store our products. You can simply store them in the fridge or freezer in their original packaging unopened. After opening you can still store them in their boxes or alternatively, transfer the product into an airtight container. If using the original box, try not to store towards the back of the fridge where there’s more condensation as the increased moisture here may cause the products to turn mouldy quicker than expected.
Do your products melt?
Put simply, no they don’t as they were never designed to melt. Our products are more suited to be used as part of a cheese board.
Can you cook with your products?
Of course, even though they don’t melt, they will mix down beautifully into a sauce to make a chease sauce for mac n ‘chease’ or mix it with white wine and some herbs/spices to make a fondue.
Do you have anything like a blue cheese, strong cheddar, mozzarella, camembert or any other dairy cheese?
No, we don’t. We try not to directly replicate dairy cheeses. We believe our products and all vegan cheeses should be considered products in their own right, not alternatives but more a different type or style of cheese. We may decide to satisfy the masses in future but currently we don’t have any dairy replicas.
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?
Unfortunately, we don’t. Though you can get a Selection Box which has 10 mini versions of our core range. Alternatively, check us out at one of the many festivals we attend.
our packaging
What is your packaging made of and how can I dispose of it?
The packaging of our core range, which is our ‘firm’ cheases consists of a compostable cheese wrap in which the chease is wrapped and the wrap is held together by a compostable ‘made from plants’ sticker. The wrapped chease is then placed inside a poplar wood box. This box can be disposed of at local recycling centres but is not compostable due to the glue used to hold the box together. The box is also labelled with a glossed paper label on the lid which is recyclable but not compostable and a paper ingredients label again which is recyclable but not compostable.
Our creamed cheases are packaged in a glass jar with a plastic-coated metal lid. Again, the labels are recyclable but not compostable.
Our Selection Box contains 10 mini versions of our firm range placed inside a cardboard box packed with wood wool. The labels are both paper and can be recycled but not composted.
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.
Other
How can I become a trade customer?
Just email us at info@staging.tynechease.com and we’ll send over all necessary information.
What if I have a question that isn’t answered here?
Drop us an email at info@staging.tynechease.com and we’ll do our best to help.