TheFoodMarket.com

Frequently Asked Questions


Looking for an update on the progress of your order? Please check the order confirmation email we sent to you - in there you will find a button at the top, linking to a page which will show your estimated delivery schedule and shipping status.

As we sell products from hundreds of different small producers and merchants, all of whom fulfil orders directly, delivery times will vary depending on each merchant. You can see an estimated time frame for delivery on product pages and during the checkout process (before you enter payment details), and we are working hard with the merchants to ensure that this information is as up to date and accurate as possible. Please be aware that the Royal Mail and other couriers across the UK are experiencing staff shortages due to coronavirus, and therefore some delivery delays that are outside the control of our merchants or ourselves may occur. We appreciate your patience at this time - please be assured that our community of merchants and the team here at TheFoodMarket.com are doing everything we can to minimise delays where possible and keep our customers informed with up to date information.
Our community of small business owners are working around the clock to ensure items are dispatched on time but with the huge volumes expected to be carried by couriers and postal services across the country, we cannot foresee how much of an effect this will have on delivery times. As a result, we ask if you are ordering for Christmas gifts or hosting, please try to order ahead of Christmas to ensure your goods arrive in plenty of time. All estimated delivery times can be seen on each product page.
Delivery is available to all addresses in the UK mainland. If you are placing an order from the Scottish Highlands or Islands, delivery is available in most circumstances, but there may be an additional fee (we will contact you if this applies). At this time, our merchants are unable to deliver to Northern Ireland, Ireland, Mainland Europe, the US or any other destination outside of the UK mainland.
Currently, delivery is only available to addresses in the UK mainland. If you are placing an order from the Scottish Highlands or Islands, delivery is available in most circumstances, but there may be an additional fee (we will contact you if this applies). At this time, our merchants are unable to deliver to Northern Ireland, Ireland, Mainland Europe, the US or any other destination outside of the UK mainland.
We are unable to make changes to orders that contain perishable or made-to-order products. Please check all the details of your order thoroughly before finalising and placing your order.
We cannot make changes to delivery addresses once your order has been placed. If your order is due to be sent to an incorrect address please let us know as soon as possible and we can do what we can to help, however we are unable to guarantee a redirection to an alternative address.
We are really sorry to hear that your order is damaged. To help us resolve your issue as quickly as possible, please take multiple clear photos of the damaged item within 24 hours of receiving the items, and then email them to us at support@thefoodmarket.com with a description of the damage. We ask that you keep hold of the parcel until the issue has been fully resolved as the producer may request further photos or in some cases they will arrange collection of the parcel as part of their policy.
If you are ordering with the ‘later delivery’ option available on some products, please bear in mind that our merchants will always try to deliver on your preferred delivery date, but with couriers and postal service delays, the precision of delivery dates is largely out of their control we cannot guarantee an exact delivery date.
Any applicable delivery prices are set by the individual small businesses we work with, based on what their carrier charges are per package. Our merchants endeavour to offer customers the lowest delivery price available. Some merchants are able to offer free delivery if a particular spend threshold is met. Please see product pages for more details.
There are hundreds of products available with free standard delivery and hundreds of other products available with free delivery if a minimum spend threshold is met with a particular delivery. Details are available on each product page where applicable. Please note we are unable to add products to your order to unlock free delivery once an order has been placed.
You can send us a note at support@thefoodmarket.com. Please include your order number if you are enquiring about a specific order. We are usually available 9am-5.30pm Mon-Fri, excluding Bank Holidays. We usually have a live chat facility but we’ve had to temporarily switch that off so that we can help as many customers as possible. If you have already emailed us and you haven’t heard back yet, please bear with us and we will come back to you as soon as possible. We are a small team and are getting through as many emails as we can each day, and replies will be sent within 1-2 business days. If your message is truly urgent and regarding an address or cancellation issue, please then mark ‘Urgent’ in the subject line. We kindly ask that this is only done for very time-sensitive requests. Thank you!
All orders are shipped directly from the merchants, and your order confirmation will show which merchant is sending which part of your order. The first thing to do is please check your order confirmation email from us to see which delivery date range was stated there, as lead times vary. There is also a button at the top of that email linking you straight through to a page where all the information we hold on your order is shown. Please be aware that the Royal Mail and other couriers across the UK are experiencing staff shortages due to coronavirus, and therefore some delivery delays that are outside the control of our merchants or ourselves may occur. We appreciate your patience at this time - please be assured that our community of merchants and the team here at TheFoodMarket.com are doing everything we can to minimise delays where possible. If the latest date on the range in your order confirmation email has passed, please of course let us know and we will do everything we can to get an update from the merchant. While you’re checking your email, also please check that the correct address was provided to us, as this will cause the order to likely be sent back to the merchant by the courier.
We want you to be happy! If there is a problem with your order, please get in touch with us at support@thefoodmarket.com and include your order number. Most products have a 14 day no quibble returns and refund policy, except highly perishable items (like cheese and fresh fish), which are subject to the discretion of the merchant. If your item arrived damaged, please send us photos of this along with your query, as this is a requirement for the merchants' refund process.
We are unable to cancel or refund items that are perishable or made to order such as personalised items or freshly baked bread. If your item is not perishable or personalised and you wish to return it please contact support@thefoodmarket.com to discuss returns options. Please note, return postage costs are paid by the customer unless otherwise indicated. This does not affect your statutory rights.
In the event a refund is offered, we will provide this to you within 5-10 working days to your original payment method. For all other customer queries please contact our customer support team at support@thefoodmarket.com. Please note, our office opening hours are 9am-5.30pm Monday-Friday excluding bank holidays.
This can be entered in your basket only. Please find the basket at the top right of the website, close to the search box. There is a small box at the bottom of the basket where a voucher code can be entered and applied.
Yes, all your information is stored securely with us. Please note that we do not see nor hold any card information belonging to you. Our checkout is securely powered by Stripe (www.stripe.com) and PayPal (www.paypal.com) and they process payments on our behalf.
Go to the Sign In page then follow the 'Trouble signing in?' option. Please note that if you have purchased before but don't remember creating a password, you may have used our PayPal Guest checkout option, and therefore you won't have a password. Please either use PayPal Guest checkout again (there is a link in the basket for this or go to https://www.thefoodmarket.com/signup to create an account, which is useful to be able to see a record of your future orders!
We love hearing from new merchants. Please fill in your details here and we will provide you with an application form.

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