Frequently Asked Questions (FAQs)
Placing an Order
Do you deliver to my location?
We deliver groceries, health & beauty products, and premium organic goods across most of the UK. For specific delivery options, check our Delivery Information page.
How do you deliver?
We offer Next Day and Standard Delivery, depending on your location and product selection. Learn more about delivery times and fees here.
I’m having trouble placing an order.
If you encounter issues, please contact us with a brief description of the problem and screenshots (if possible) so we can assist promptly.
What packaging do you use?
We prioritise eco-friendly packaging, tailored to protect your items while minimising waste. The type of packaging depends on the products ordered.
Where do I enter a promo code?
Apply your discount code at checkout—just look for the "Promo Code" field before payment.
Can I collect my order or redeem loyalty points online?
Currently, we only offer home delivery, but stay tuned for updates on loyalty programs!
When is payment processed?
Payment is taken immediately when you place your order. If any items are out of stock, you’ll be refunded automatically upon dispatch.
How do I check if an item is in stock?
Visit the product page—if it’s available, you can add it to your basket. For out-of-stock items, click "Notify Me When Available" to receive an email restock alert.
Can I add a gift note?
Absolutely! Email us within 1 hour of ordering (include your order number and message), and we’ll add a handwritten note.
Can you hide prices on gift orders?
Yes! For gift orders, delivery notes list the items but never include prices.
Existing Orders
Can I change or cancel my order?
You may cancel within 1 hour of ordering—email us with "CANCELLATION" and your order number. After this window, non-perishable items can be returned within 30 days.
When will my order arrive?
Your estimated delivery date is in your order confirmation email, based on your chosen shipping method.
How do I track my order?
Once dispatched, you’ll receive a tracking link via email. You can also check your account dashboard.
What if my order arrives damaged?
We pack orders with care, but if anything’s damaged, contact us immediately for a refund or replacement.
What if items are missing or incorrect?
First, check your dispatch email—some orders ship in multiple parcels. If items are missing but listed as dispatched, reach out for assistance.
What if I’m not home for delivery?
Choose "Leave in a Safe Place" at checkout, or we’ll redirect your parcel to a nearby pickup point (e.g., DPD shop).
How do I recycle your packaging?
Most of our packaging is composed of materials that allows easy home recycling.
For more information, please see our Packaging Guidelines for disposal tips.
Returns & Refunds
Will I be refunded for unavailable items?
Yes—refunds are processed automatically at dispatch. Allow 5–7 business days for the refund to appear in your account.
How do I return an item?
Email us with your order number and reason for return. We’ll guide you through the process.
How long do refunds take?
Once processed, refunds typically reach your account within 5–7 business days.
Still have questions? Visit our Contact Us page—we’re happy to help!