How will I know my order was successful?

When you have checked out and your order has been placed, you will receive a confirmation email with:

  • Customer Name
  • Order number
  • Order details – prices and quantities of each product.
  • Delivery Address
  • Delivery Slot confirmation
  • Estimated Order Total

What should I do if I have placed my order,  my card has been charged, but have received no email confirmation? 

If you have not received an Order Confirmation email within a few minutes of placing your order, check your spam and junk folders. You should also be able to see your order details in the ‘My Order’ section of your account. If you think that there might be an issue, you can contact our Customer Service team who will be happy to answer any questions you have.

Who can I contact with queries about my order?

Our Customer Service team will always be happy to help.

Can I change, amend or cancel an order I have already placed?

Yes, but no later than 11pm the night before your delivery.

You can change your delivery time slot by selecting My Orders under My Account. This will take you to a list of your orders that are in progress and that can be changed. Next, make your preferred modifications. Finally, click Update Order and Checkout to confirm your new updated order.

Can I change / add a delivery address?

To add or change a delivery address, click on My Account in the top right-hand corner and then select Addresses.

How do I see my order history? 

You can view a summary of your order by clicking on your username at the top right-hand corner and selecting My Orders. Here you can see your Order History with all of your completed and processing orders.

How do I cancel my order?

Select My orders at the top of the page and then Orders due for delivery. Find your order and select Cancel this order and Yes to confirm. Orders can be cancelled up to 11pm on the night before your delivery.

How do substitutions work?

If you Allow Substitution your Personal Shopper will choose a replacement if the product is out of stock. If you choose not to Allow Substitutions, you will not receive a replacement. You can leave Shopper Notes for each product if there are certain substitutions you would prefer over others. You will not be charged for unavailable items. You will also receive an email confirming your order has been completed with a list of substitutions. If you don’t want the substituted product, we will be happy to refund it– just let your Delivery Driver know and your order will be updated.

What if I am not happy with the substituted product?

If you are unhappy with the item substituted in your order, you will be refunded. You can return the item with your Delivery Driver or in-store. You can also contact our Customer Service team if you discover a problem when you unpack your goods.

How is my shopping picked and packed?

Our Personal Shoppers will pick the freshest products with the longest sell-by date for your delivery. They will pack your shopping into crates with care, placing heavier items at the bottom. Food and non-food will be in separate crates. Shopping is stored at the correct temperature at all times and delivered in temperature-controlled vehicles.