FAQ

My Order

What are your order deadlines?

You'll need to place your order 2 days in advance to ensure your food is the freshest it can be. All fresh food is picked or made to order by our farmers and food makers, so it’s never waiting around to be bought.

Delivery window Order amends by website Order amends by phone and email
Monday AM Midnight the previous Friday 9pm the previous Friday
Tuesday PM Midnight the previous Sunday 6pm the previous Sunday
Wednesday AM Midnight the previous Sunday 6pm the previous Sunday
PM Midnight the previous Monday 6pm the previous Monday
Thursday AM Midnight the previous Monday 6pm the previous Monday
PM Midnight the previous Tuesday 9pm the previous Tuesday
Friday AM Midnight the previous Tuesday 9pm the previous Tuesday
PM Midnight the previous Wednesday 9pm the previous Wednesday
Saturday AM Midnight the previous Wednesday 9pm the previous Wednesday
PM Midnight the previous Thursday 9pm the previous Thursday
Sunday AM Midnight the previous Thursday 9pm the previous Thursday
PM Midnight the previous Friday 9pm the previous Friday

Payment is processed at midnight two days before your delivery.

We don't deliver Monday PM - Tuesday AM delivery windows.

Is there a minimum spend?

We want it to be as easy as pie for you to buy fresh, local, delicious food, so there is no minimum order at the moment - but a delivery charge will be added to all orders under £30 to make sure we’re covering our costs. There’s more information on this just below.

What do you charge for delivery?

I'm flexible (6 hour delivery slot) I'm pushed for time (1 hour delivery slot)
My order is £30 or more FREE DELIVERY £3 delivery charge
My order is under £30 £3 delivery charge £6 delivery charge

Can I edit or change my order?

We’re always working to make managing your order easy, so now you can combine extra items with an existing order. At the moment it’s not possible to remove something or cancel an order through the site, but this is on its way.

If you do need to make changes, we’re more than happy to do this for you before the deadline (see “What are my order deadlines?” above), and in our office hours (see website footer). If you need help, just email [email protected] or call 0203 770 9300.

Orders can be cancelled, but only before the deadline. If an order is cancelled after the deadline, please note we will not be able to refund for anything apart from larder goods.

What if there is an emergency and I can’t accept my delivery?

If you have to respond to an emergency, please give us a quick call on 0203 770 9300 or email [email protected] so we can find a way to help you.

How and when do I pay?

We accept all major credit and debit cards, except for American Express and Diners Club. Your card will be charged at the stroke of midnight, on the cut-off for your chosen delivery day:

Delivery Day: Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Payment taken: Midnight on Saturday Midnight on Sunday Midnight on Monday Midnight on Tuesday Midnight on Wednesday Midnight on Thursday Midnight on Friday

Please note our pay provider authorises each payment when your order is placed, to make sure we’re meeting strict security regulations. (We want to make sure your money isn’t swept into money laundering schemes or re-routed to fund terrorism)

Can I save a list of favourite items?

Yes, you can! If there are some products you want to remember for next time, or if there is something you especially love, click on the white heart icon in the upper right-hand corner of the item’s picture. We’ll save it in your Favourites for you to come back to later.

To look up this list, click on My Favourites in the menu bar, then Favourites in the green banner. You can see your Most Ordered and Recently Ordered items here, too.

What happens if something I ordered isn’t available?

Most of the time, your order will arrive as expected - but there can be times where an item isn’t ready to be picked, or fish isn’t around to be caught, for example. We won’t substitute anything if you don’t want us to, but if you have asked to have substitutes, we will find the closest alternative - such as green kale instead of red, or hake instead of cod. If you have asked not to have replacements, we’ll refund you for the original item.