Frequently Asked Questions
How are deliveries organised?
In order to properly manage our routes and keep food miles down, deliveries are organised in 3 parts:
1. London - Deliveries cover pre-set postcodes using our own vans on designated days of the week.
2. Nationwide - Goods are dispatched Monday - Friday using a next day delivery service by UPS/DHL. Please note Highlands and Northern Ireland customers will usually take 2-3days for parcel to arrive and cannot include perishable items. Tracking code will be provided.
3. Europe - Goods are dispatched Monday - Friday using a 2-3 day service by UPS/DHL. European orders cannot include perishable items. Tracking code will be provided.
Is there a minimum order?
Our minimum order is £25.00 excluding delivery charges.
How much is the delivery charge?
UK Orders of £75.00 or more will qualify for FREE Delivery.
UK Orders between £25.00-£74.99 will incur a delivery fee £3.95 for London and £7.95 for UK.
Please see Deliveries for more details and European Delivery rates.
Are there any days you do not deliver?
We do not deliver on Monday’s, Sunday's or any other UK Public Holidays.
What is a pre-set postcode?
We use our own vans to deliver in London. So in order to plan our routes to maximum effect and keep food miles down we have allocated a coverage area serving pre-set postcodes in London on designated days of the week.
What time will my order arrive?
Deliveries are carried out between 9:00am - 6:00pm. Since our routes are pre-planned ahead we usually arrive in an area the same time each week.
Deliveries by our Courier are carried out between 9:00am - 6:00pm. Unfortunatley we will not be informed of the delivery time in advance.
Can you deliver to a different address?
Yes, during checkout you will have the option to edit an alternative delivery address. For London deliveries, alternative destinations will still be subjected to our Pre-set Postcode coverage unless you choose to have the parcel delivered by courier. You may incur additional courier charges for this and the range will be limited i.e no frozen items.
What is the soonest I can expect my delivery?
We generally require 2 days depending on your location and availability of goods.
I live in a pre-set postcode area but can I have the delivery earlier or do I need to wait a week?
If you missed our delivery run and want your goods that week we can send it by our Courier. UK delivery terms applies. Just choose the courier option upon checkout.
Can I find out what time my delivery will arrive?
You can call us on the day of delivery to see what time our driver will likely arrive. For courier deliveries we are not informed of delivery times unfortunatley.
What if I’m not home or no one is there when the delivery arrives?
We will leave the goods in your perferred safe place i.e with a neighbour or in the shed. Please note this down on checkout.
Are there any restrictions to where you can deliver?
We deliver up to your door or in any communal area and even into your kitchen if requested. However, our driver’s safety is also one of our utmost priorities. If it is deemed too dangerous then our driver will reserve the right to refuse to enter your property. If you live on the top of a block of flats and the lift is broken then we can kindly refuse to bring the goods up. Please see the Delivery Terms and Conditions
Are there any restrictions to what can be transported?
We cannot transport most frozen or delicate items via our couriers. Each product will state if there are any restrictions.
How do you package our goods?
Goods delivered in brown cardboard boxes. Fresh and frozen items are packed in poly boxes complete with food grade ice packs to keep things fresh.
Do I need to register to purchase from your website?
No, you can checkout as a guest.
What age do I have to be in order to purchase from the site?
You will need to be 18 or over and be the registered card holder.
Can I order over the phone?
All orders must be completed via the website.
Do you offer a Click & Collect service?
We hope to have this in 2017.
What happens if my goods are not available?
This can accur especially among perishable items. Sometimes it may have come in late from the supplier, not available at all, or a general shortage in the markets. If this is the case we will contact you and offer you two options 1) Offer a replacement product or 2) Dispatch the goods without the intended product. Your card will not be charged until the goods have been dispatch.
What does pre-order mean?
Some items may not be in stock but we can pre-order in. This applies particularly to perishable items. The duration will depend on which product it is and will be carefully listed on each listing. It can take up to a few days or even weeks for us to get hold of as we will need to place our orders to our suppliers in advance.
What payment methods can you accept?
We accept Visa, Mastercard, Amex
When will my card be charged?
We charge your card on the day of delivery.
Is your payment secured?
We use Sage Pay the UK's leading payment gateway. We're fully PCI DSS compliant and 256bit authentication is carried out by Comdo.
Can I pay by cash on delivery or collection?
We can only accept payments online. Our drivers do not carry any cash nor can our couriers collect cash.
Returns & cancellations
Can I return a product?
If you are unhappy with any part of your order you may return the product(s) within 7 days providing it has not been opened. You may have to pay the postage cost for this.
If you have received a product which you deem damaged then please notify us straight away. In some cases we may request you send us a photo to support any claims.
How do I make a returns claim?
Just simply email us at firstname.lastname@example.org or call the office stating your order no. A reason for returning would be appreciated and any photos of the damaged product would greatly support your claim.
How and when do you refund my money?
Once the goods have been received by us we will refund your money immediately via your payment method.
Can I cancel my order?
Yes you may cancel your order providing you let us know by email or phone at least a day before your delivery. Your card will not be charged. We cannot cancel orders on the day of delivery or once the goods have been dispatched.