Frequently Asked Questions
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. As is the situation across all food retailers currently, we are experiencing increased demand, so please be aware that some orders might be slightly delayed. If this occurs with your order, we will inform you as soon as we can, and we are working extra hard to make sure that orders are sent out as quickly as possible!
Yes, currently orders are being processed as normal! Our community of merchants are working incredibly hard to keep up with demand while also keeping themselves, their staff and their communities safe. We are doing everything we can to support our merchants and our customers, and we will keep you informed in the event that there are any delays in getting your order delivered. We will continue to monitor the situation on a daily basis and update this page with further information as and when it arises.
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 we 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 we are unable to deliver to Northern Ireland, Ireland, Mainland Europe, the US or any other destination outside of the UK mainland.
Unfortunately we are not currently able to offer this as an option for deliveries.
You can send us a note at firstname.lastname@example.org. We are usually available 9am-5.30pm Mon-Fri and there is also a chat window on our website you can use too (see bottom right hand side of the website).
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. In this current period of increased demand, there may be some unforeseen delays, but we are working hard to keep our customers informed of these, and our merchants are working incredibly hard to process orders as quickly as they can. 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. You can contact us here or send us a note at email@example.com. We are usually available 9am-5.30pm Mon-Fri and there is also a chat window on our website you can use too (see bottom right hand side of the website).
We want you to be happy! If you are not satisfied with your order, please firstly contact the merchant to request a refund. You can do this by going to their profile page (click their name in your order confirmation email or click on their name in our merchant list and go to ‘Contact Merchant’. 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 you don’t manage to reach a resolution with the merchant, we are here to help, so please do get in touch with us at firstname.lastname@example.org. 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.
This can be entered in 'My Basket' only. Please find 'My 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. If you have any further queries, please email us at email@example.com and we will provide further assistance.
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 they process payments on our behalf. If you have any queries, please email us at firstname.lastname@example.org and we will provide further assistance.
Go to the Sign In page then follow the 'Trouble signing in?' option. Not solved? Please use the chat function on our website (see bottom right) or email email@example.com for a quick response. 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 'My 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!