FAQs

Planning to shop with us this weekend? Here’s everything you need to know about how the Bank Holiday impacts dispatch and delivery.

Here’s a quick guide to help you know when to expect your order:

Our warehouse and couriers are closed on Monday, May 25th, for the holiday, and we do not dispatch orders over the weekend.

Quick Questions:

Can I still place an order over the weekend?
 - Absolutely! Your order will be queued and prepared for the first Wednesday collection.

Will I receive tracking?
 - Yes, you’ll get a dispatch confirmation email with tracking as soon as your parcel leaves the warehouse.

Need help? 
- Our Customer Service team will be operating Monday, May 25th, as usual and will reply to any messages in the order they were received.

Still unsure? Click here to contact our Customer Service team — we’re happy to help.

You can share your unique referral link or code (found in your loyalty account) with friends and family from your SRSLY Rewards account. When someone uses your link on their very first SRSLY order, they will get £5 off, and once their order is completed successfully, you will receive £5 off too.

Referral rewards are designed for new customers only, which means someone who has never placed an order with us before. If a friend has shopped with us in the past, even under a different promotion or email address, they will not qualify for the referral discount.

There is no limit to how many friends you can refer, so feel free to share your link as often as you like.

Standard discount terms apply and some promotions may not work with referral codes. If you believe a referral reward is missing after your friend’s first order has been completed, please contact our customer care team with both of your email addresses and we will check it for you.

Are you in shops? Can I get your bread in Tesco? Where can I buy your products? 

We get these questions all the time and luckily for you, you can get our full range of goodies on our website. 

You can currently shop SRSLY products exclusively online, either:

• Direct from our website 👉🏻 www.srslylowcarb.com
• Via our Amazon store, just search “SRSLY Low Carb” on Amazon UK

We’re always looking for ways to grow and expand, so if you'd like to see us in your favourite local shop, feel free to let them know!

If you have any questions about ordering or delivery, our team is happy to help.

Our Subscribe & Save programme makes sure your favourite SRSLY products never run out and saves you money while doing it.

Just choose your products, set your delivery frequency, and we’ll take care of the rest with automatic, discounted repeat orders delivered to your door.

Benefits of Subscribe & Save

• 10% off all subscription products
• Free next-day delivery on recurring orders over £35
• Lower delivery costs for all other subscription orders
• Free gift on your third, fifth and seventh subscription deliveries
• Flexible control – pause, skip, reschedule or cancel anytime

How to Get Started

1. Head to any product page
2. Select the “Subscribe & Save” option instead of "One Time Purchase"
3. Choose your frequency and check out as usual

Your next delivery will land automatically — no panic, no last-minute orders.

Need help setting it up? Click here to contact us.

How do these products arrive, and how do I store them?

All items in this range are delivered frozen. Please place them straight into your freezer as soon as they arrive. They should be stored at -18°C.

Once defrosted, they must be used within 24 hours and should not be refrozen.

What's their shelf life?

These products have a long shelf life, up to 12 months when kept frozen. You don't need to cook them immediately after delivery; you can keep them frozen and cook whenever it's convenient!

Are they ready-to-eat?

No, they must be cooked before consuming.

Are these keto?

These items are not part of our traditional bakery range and are designed as high-protein alternatives rather than strict keto replacements, but they are low-carb. Always check the nutritional information available on the product page to make sure they fit your personal diet preferences.

What are the cooking Instructions?

Please note that all cooking appliances vary in performance. We have given you these cooking instructions as guidance only. 

9" Pizza Base:

1. Remove all packaging
2. Add your toppings
3. Pre-heat oven to 200°C
4. Bake for 8–12 minutes

Melts (Veggie Sizzler & Piri Piri Chicken)

1. Remove all packaging
2. Pre-heat oven to 200°C
3. Bake for 8–10 minutes 

Calzones (Cheese & Tomato or Steakbake)

1. Remove all packaging
2. Pre-heat oven to 200°C
3. Bake for 2–3 minutes
4. Ensure heated all the way through before serving

Our VIP programme

Our VIP programme rewards you for your engagement throughout the calendar year. As you earn points, you move up through tiers that come with exclusive perks and bonuses.

VIP tiers

Blue – 0 to 749 points per year

Everyone starts in Blue. You earn points automatically as you shop with SRSLY.

Bronze – 750 to 1,749 points per year

When you enter this tier, you will automatically receive 100 bonus points and one free shipping coupon.

Silver – 1,750 to 3,499 points per year

When you reach Silver, you will have the option to choose any baked product as a free gift on one order (bread, rolls, bagels, etc).

Gold – 3,500+ points per year

When you reach Gold, you will automatically receive 400 bonus points, one free shipping coupon, and a £10 gift card.

As an ongoing perk, you will have early VIP access to all future sales, promos and product launches.

How tier tracking works

Tier progress runs from 1 January to 31 December.

You move into Bronze, Silver or Gold as soon as you reach the point requirement in that same year.

Tiers are based on points earned in the calendar year, not your current points balance.

Using your points for rewards does not affect your VIP tier.

Example

If you reach 1,750 points between March and August, you move into Silver.

If you then reach 3,500 points total by November, you move into Gold.

On 1 January the next year, your annual points counter resets to 0 and you start earning towards the tiers again.

Our delivery costs vary depending on your order total and location. Here's a breakdown to help you plan your order:

Tip: Orders over £60 qualify for free shipping — it’s our way of saying thanks for your support!

If you’re a subscriber, check out our Subscribe & Save benefits, including reduced or free delivery on repeat orders.

How SRSLY Rewards works

Our loyalty programme is designed to thank you for choosing SRSLY and to make every order feel even more rewarding.

You can collect points for shopping and for completing simple actions on your account. Your points can then be turned into money-off coupons or free shipping rewards, all from your loyalty account.

Points expire 6 months after they are earned if unused.

Rewards (discount codes) expire 3 months after they are redeemed from points.

How you earn points

You’ll collect points automatically when you shop: 5 points for every £1 spent (based on your order total after discounts, excluding shipping).

You can also earn one-time points for completing quick actions:

• Join SRSLY Rewards
  • Create a SRSLY Rewards account and earn 200 points.
• Join our TikTok Tribe
  • Follow SRSLY on TikTok for 75 points.
• Birthday Bash
  • Add your date of birth and get 75 points on your birthday.
• Write a product review
  • Leave a product review after buying and earn 100 points.
• Facebook Following
  • Like our Facebook page for 50 points.
• SRSLY Insta Famous
  • Follow SRSLY on Instagram for 75 points.
• Join our exclusive email club
  • Subscribe to SRSLY marketing emails and earn 125 points. One time only.
• WhatsApp with us
  • Opt in to WhatsApp messages and earn 75 points. One time only.
• Start a SRSLY product subscription
  • Start a qualifying product subscription and earn 175 points. One time only.

Please note that these bonuses are applied only once per customer account.

Using your points for rewards does not affect your VIP tier.

How you redeem points

You can redeem points anytime for rewards like:

• 100 points = £1 off
• 500 points = £5 off
• 1,000 points = £10 off
• 2,000 points = £20 off
• 750 points = Free Shippin

Once you redeem a reward, you’ll receive a unique single-use discount code that you can apply at checkout. 

Reward codes expire 3 months after redemption, even if unused.

If there are any rules on combining loyalty codes with other discounts or minimum spends, we will make these clear at checkout.

Missing or incorrect points

• If something looks off in your points balance, it may be because:
• Your order has not been fully processed yet.
• Points were already awarded once for a one-time action.
• An action was not tracked correctly.
• You used a different email address at checkout.

If your points still look wrong after 48 hours, please contact our customer care team with your order number, and we will check it for you.

We’re sorry to see you go — but cancelling or pausing your subscription is quick and easy to do in your account.

To Cancel Your Subscription:

• Log in to your account by clicking the person icon (top-right of the website).
• Click “Subscriptions” from the left-hand menu.
• Find the subscription you want to cancel and click “Manage this subscription.”
• Scroll down and click “Cancel Subscription.”
• Follow the on-screen steps to confirm cancellation — and you’re all set.

Want to Pause Instead?

You can pause, skip, or reschedule upcoming orders by following the same steps as above. You’ll see options to adjust your delivery timing without cancelling entirely.

Need help or changed your mind? Contact our Customer Service Team here — we’re happy to help.

It’s completely normal to see small white spots on our low-carb bread, wraps, pizzas, or pizza bases and they’re not mould.

What Are These White Spots?

During baking, we use a low-carb flour dusting to stop the bread from sticking to trays. Sometimes, a small amount of this flour remains on the finished product. This is a common practice in baking and totally safe to eat.

How to Tell the Difference Between Flour and Mould

Here’s how you can tell them apart at a glance:

Visual Example

Below are examples to help you spot the difference:

Flour Dusting	Mould

Still Unsure?

If you're ever in doubt, don’t worry, our team is happy to help.

Contact us here with a photo of your concerns and we'll be sure to get it sorted for you. 

Yes! We offer free shipping on all orders over £60.

For orders under £60, a shipping fee applies to help cover the cost of picking, packing, and delivery. We don’t profit from delivery charges, they simply help us get your order to you fresh and safely.

How to Save on Delivery

• Bundle your orders to reach the free shipping threshold. (All pour products freeze really well so it's easy to hit the £60 threshold if you buy a month or twos supply at once). 
• Use Subscribe & Save: Get 10% off and free shipping on all recurring orders over £35 (after the first initial order).

Need more info? Contact our team here and we’ll be happy to help.

How to Use a Discount Code:

• Add items to your basket as normal.
• When you're ready to checkout, enter your discount code in the box labelled "Promo Code" at the checkout page.
• Click "Apply" to ensure the discount is applied before completing your purchase.

Common Reasons a Discount Code May Not Work:

• Code not entered correctly: Make sure there are no spaces before or after the code.
• Minimum spend not met: Some codes require you to spend a certain amount (e.g., £30 or more) before the discount applies.
• Ineligible items: Some codes are only valid on one-time purchases and won't work on subscription orders unless specified.
• Expired code: Double-check the expiry date to ensure the code is still valid.
• Already used: Many codes are single-use per customer.
• Only one code per order: Our system only allows one discount code per order — they can't be combined.

Top Tips:

• Always apply the code before completing your purchase. Discounts can't be added once the order has been placed.
• Double-check the items in your basket — some promotional codes are for specific product ranges.
• Always make sure to go to the checkout to see if your code is applied automatically. Not all automatic codes will show in your basket but they will show at checkout!

We aim to ship your order as quickly as possible, but delivery timing depends on what you ordered and when. Because we sell freshly baked goods, dispatch may vary slightly based on when items are ready to ship.

Here’s a quick guide to help you know when to expect your order:

Track Your Order

You can track the status of your order here:

👉 Track My Order

Still unsure? Click here to contact our Customer Service team — we’re happy to help.

Proper storage keeps your SRSLY products fresher for longer and tasting their best. Here's a quick guide by product type:

Freshly Baked Goods

• Refrigerate immediately for the longest shelf life

• Freezer-friendly: Can be frozen for up to 3 months without affecting taste or texture

Wraps

• Refrigerate immediately for the longest shelf life

• Can also be frozen for up to 3 months – no impact on quality

Pizzas

• Should feel cold on delivery, but may not be frozen

• If refrigerating, use by the best before date on the label

• If freezing, do so on the day you receive them and enjoy within 3 months

Jams, Sauces & Pickles

• Keep in a cool, dry place before opening

• Once opened, refrigerate and use as directed on the label

Biscuits

• Store at room temperature out of direct sunlight.
• Once opened, store in a cool dry place and consume within 2 days.

Need more help?

Click here to contact our Customer Service Team

We know how important it is to understand what you’re eating — especially if you're following a low-carb or ketogenic lifestyle.

Where to Find Ingredient Info

All of our ingredient lists and nutritional information can be found directly on each product page.
Just scroll through the product images — you’ll see the full label, just like you would on the packaging.

Are SRSLY Products Keto?

Yes — our full range is keto-friendly in the truest sense of the word.

Our products are designed to support your body entering and staying in ketosis — a metabolic state where fat is used for energy instead of glucose. That’s why they’re used and recommended by NHS keto clinicians, and endorsed by leading low carb and keto charities.

Clean / Dirty / Strict Keto?

We understand that different people follow different forms of keto (clean, dirty, strict, etc.), and ingredient preferences vary from person to person.

Our approach is simple:
We make keto-friendly products that support ketosis, and let you decide if our ingredients align with your personal version of the lifestyle.

If you have specific dietary needs or questions about any of our ingredients, just contact us here — we’re here to help.

Free delivery on subscription orders applies when the order value (before shipping) is £35 or more.

If your product total is under £35, a delivery fee will apply. Also, if discounts bring your total under £35, free shipping no longer applies.

Check your subscription contents to make sure you're above the free shipping threshold!

The free shipping threshold is also only applicable to automatic recurring orders, not the first order you manually place as a subscription. 

Our products are freshly baked and carefully packaged to arrive in top condition. Once delivered:

• Bread and Rolls: Store in the fridge and consume within 7-10 days. For longer storage, freeze immediately on arrival for up to 3 months.
• Wraps, Bagels, Croissants: Can be stored in the fridge for up to 10 days or frozen on arrival.
• Biscuits and Condiments: Check the label for best-before dates. Store in a cool, dry place.

For best quality, we recommend refrigerating or freezing your products if you aren't planning to enjoy them right away.

If you have any further questions on shelf life you can ask our team here. 

We know how frustrating delivery delays can be, especially when it comes to fresh food. If your parcel is delayed, don’t worry! Our products have a good shelf life once refrigerated, so as long as you pop them in the fridge when they arrive, a small delay shouldn’t affect them.

If it has been more than 48 hours without movement on tracking, or it has been received and arrived damaged, please contact our customer service for further assistance. 

If a parcel is confirmed lost or damaged, we’ll offer you a replacement or refund right away. Your satisfaction is our priority, and we’ll work quickly to make things right.

Occasionally, a subscription payment may not go through due to issues such as an expired card, insufficient funds, your bank declining the transaction for security reasons, or a temporary issue with the payment provider.

Don't worry! This will not cancel your subscription or delay your delivery straight away.

If you have more than one payment method saved to your account, we will automatically try an alternative payment method to complete your order and keep your subscription running smoothly.

This helps ensure your next delivery is not interrupted and avoids unnecessary delays. When this happens, the system will:

• Attempt to charge your primary payment method
• If that is unsuccessful, automatically try any saved alternative payment method
• Once successful, your subscription order will continue as normal

You do not need to take any action unless all saved payment methods are unsuccessful.

How to avoid payment issues

To keep everything running smoothly, we recommend:

• Keeping your card details up to date
• Ensuring at least one valid payment method is saved to your account
• Checking with your bank if payments are repeatedly declined

Need help?

If your subscription payment fails and you are unsure why, or you would like help updating your payment details, you can contact our customer care team, and we will sort it for you right away.