Delivery Policy
Last updated: March 2025
Important Notice
This document outlines our Delivery Policy. By registering, using our website, and placing an order, you also agree to our Terms and Conditions, Cookie Policy, and Privacy Policy.
1. Delivery Service
We offer nationwide grocery delivery across the United Kingdom (UK) through trusted national carriers.
1.1 Delivery Areas
- Standard & Fresh Food Delivery – Available in England, Wales, and major cities in Scotland.
- Extended Areas – These regions may incur an additional fee, calculated at checkout. Delivery times may be extended by 1 to 2 extra days. (Fresh food deliveries are not available in these areas.)
- Special Locations – Deliveries to British Islands, Channel Islands, Northern Ireland, and other remote areas may be subject to a surcharge, which will be calculated at checkout.(Fresh food deliveries are not available in these areas.)
1.2 Important Notes
- We reserve the right to cancel or partially refund orders if there are issues with delivery surcharges or if fresh food is ordered for an area where this service is unavailable.
- Customers will be notified of any changes, and refunds will be processed accordingly.
2. Delivery Times
- Delivery: 2-4 working days
- For backorder products, please allow an additional 2 to 10 days for delivery.
- No shipments on weekends or public holidays.
We primarily use Parcelforce, but other couriers may be used for specific locations and parcel size.
🚨 During busy periods, such as Christmas (December 12th - January 4th) and Summer (July - August), deliveries may experience slight delays.
2a. Delivery Times
- Standard Delivery: Shipped Monday to Friday will be delivered in 1-3 days
- Standard Delivery with “fresh food”: Shipped Monday to Thursday for next-day delivery (Tuesday to Friday).
Fresh food is designed to maintain safe temperatures for 24-72 hours, depending on the season. We strongly recommend storing fresh food in the refrigerator immediately upon delivery.
⏳ Cut-off time for orders without fresh food is 12 PM. Orders placed after this time will be processed on the next business day.
⏳ Cut-off time for orders containing fresh food is Wednesday at 6 PM. Orders placed after this time will be processed and shipped the following Monday.
📌 Important Considerations:
- Fresh food cannot be shipped to locations where couriers cannot guarantee 24-hour delivery.
- We reserve the right to delay or cancel fresh food orders due to courier delays, heatwaves, or unsafe conditions that may affect temperature control.
- In hot months, fresh food requiring temperature control may not be shipped if we determine that maintaining a safe temperature during transit is not possible.
🚨 Liability Disclaimer:
If your order includes fresh food, you must be available to receive the delivery on the first attempt. If the driver is unable to deliver due to your absence, we and the courier are not liable for any damages, loss of product quality, or safety risks due to improper temperature control.
3. Delivery Charges
GB - England, Wales, and major cities in Scotland. (Delivery with Fresh food available)
- Orders under £70 (tax excl.) – £7.99 delivery fee
- Orders £70 and above – Free delivery
Scottish Highlands & Scottish Islands (Delivery with Fresh food not available)
- Orders under £70 – £7.99 + £12 = £19.99
- Orders £70 and above – £12 flat fee
Northern Ireland, Isle of Man, Isles of Scilly. (Delivery with Fresh food not available)
- Orders under £70 – £7.99 + £12 = £22.99
- Orders £70 and above – £15 flat fee
4. Minimum Order Value
The minimum order value for delivery is £15 (tax excl.).
5. Order Tracking
Once your order has been dispatched, you will receive a confirmation email with a tracking link. You can also track your order on our website using your order number.
6. Product Availability and Substitutions
We strive to maintain accurate stock levels, but in case an item is unavailable after your purchase, we will:
- Contact you to offer a suitable substitution or refund.
- If we cannot reach you within 48 hours, we will proceed accordingly with the best alternative.
7. Grocery Quality and Safety
- All products are carefully packaged to ensure they arrive in excellent condition.
- Perishable items are packed with cooling materials when necessary.
- We work closely with our suppliers and couriers to ensure product quality and safety during delivery.
8. Missing or Incorrect Items
If you receive missing or incorrect items, please contact our customer service team within 48 hours of receiving your order. We will arrange a replacement or refund as appropriate.
9. Delayed Deliveries
If your order is delayed beyond the estimated timeframe, please check the tracking details provided. If you experience any issues, contact customer service for assistance.
10. Undelivered Orders
If you are unavailable to receive your order, the carrier may:
- Leave the package in a safe place
- Deliver it to a neighbor
- Attempt redelivery on another day
🚨 If an order is returned due to non-delivery, the following fees apply:
- If you received free delivery, a £15 delivery charge and £10 restocking fee will apply.
- If you paid for delivery, the delivery fee is non-refundable, and a £10 restocking fee will be deducted from your refund.
11. Cancellations and Returns
- Orders can be canceled free of charge before dispatch.
- Once dispatched, cancellations follow our Return Policy.
- Due to the nature of grocery products, returns are only accepted for damaged or defective items.
- If you receive a damaged or defective product, contact customer service within 48 hours for a resolution.
📜 Full details on our return policy are available in the Terms and Conditions.
12. Special Delivery Requirements
If you have any special delivery instructions, please include them in the notes section when placing your order.
13. Contact Information
For any delivery-related inquiries, reach out to our customer service team:
📞 Telephone: +44 0330 190 1333
💬 Live Chat: Available on our website
📩 Contact Form: Available on our website
📜 For more details, refer to our Terms and Conditions.
Policy Updates
This policy is subject to change at any time. Please check this page for the latest updates.
