Frequently Asked Questions we receive from customers. If you have further questions you can contact us here
Any orders placed after 10am Monday-Thursday will be dispatched the next working day. Orders after 10am Friday will be dispatched on Monday.
If an item is missing from your order please contact firstname.lastname@example.org.
If you have received the wrong product in your order, we sincerely apologise and are here to assist you. Kindly reach out to our customer service team, and we’ll do our best to sort it out for you.
First of all, we’re so sorry to hear that your order was damaged. Even if we try our hardest to prevent damage from happening, it still does sometimes. Please submit a complaint to our customer service, and we’ll do all we can to make it up to you. To ensure a smooth complaint process, please include the following information when filing a complaint:
- Photos of the damage to the box and items
- Order number
- Number and name of the damaged items
Once placed, orders cannot be edited or changed. If you wish to modify your contact information or delivery address, Please contact email@example.com regarding your issue. Please note that altering the order contents is not feasible due to our logistics and checkout setup. Cancellation of an order is free of charge, provided the order has not been dispatched. Please contact our customer service ASAP to initiate the cancellation before the order begins processing.
For non-food items, it’s ok to change your mind. You have a 14-day right of withdrawal when you shop with us, starting on the day you receive your order. This means that you have 14 days to notify us if you regret your purchase, from the day you received the item. Please be aware that the right of withdrawal doesn’t include food or the purchase of goods that have a broken seal. These items cannot be returned because of health and/or hygiene reasons. The right of withdrawal also doesn’t include other groceries for the household's current consumption, such as kitchen towels, detergents and hygiene items.
General and Instore
No you don’t need a membership to shop with us. We are open to the public and trade.
Yes VAT is included in the price. What you see is what you pay.
Yes, we accept both cash and card (including contactless) payments.