Yes, someone must be available to inspect and accept the order in front of the delivery driver.
What Are You Looking For?
FAQ
Delivery
Can I return items after delivery?
Perishable items such as meat, dairy, and fresh produce are non-returnable after delivery, unless they are damaged or spoiled and reported within 24 hours.
What if a product is out of stock?
We may offer a similar product from a different brand or issue a refund if you're unsatisfied with the alternative.
Can I pick up my order instead of delivery?
Yes, if you select the 'pickup' option when placing your order, you will be required to collect it from our store.
What should I do if my order arrives damaged?
If any items are damaged, please notify the driver upon delivery or contact our support team immediately within 24 hours.
Shipping
How long does delivery take?
We usually deliver within 24 hours to places within 10 miles of our store. For other areas in mainland UK, delivery can take up to 3 working days, depending on the location. Our delivery partner will reach out to you if there are any changes. We reserve the right to cancel orders without prior notice if delivery is unavailable.
Can I track my delivery?
While we don't offer real-time tracking, our team will notify you when your order is dispatched.
Can I request a specific delivery time?
We do our best to accommodate delivery preferences but cannot guarantee specific times.
What happens in case of delayed delivery?
If unexpected events delay delivery, we will notify you and offer alternative solutions.
Billing
When will I be charged for my order?
You will be charged once your order is confirmed.
What payment methods do you accept?
We accept major credit/debit cards and online payment methods through our secure checkout process.
Do you provide invoices for orders?
Yes, invoices are automatically sent via email once your order is processed.
What should I do if I am overcharged?
Contact us immediately, and we will review your order and issue a refund if necessary.
Can I change my billing information after placing an order?
You can update your billing details by contacting our customer support team before the order is dispatched.
Support
What are your customer support hours?
Our support team is available from Monday to Saturday, 9 AM to 8:30 PM, and on Sunday and Bank Holidays from 9 AM to 6 PM.
How can I contact customer support?
You can reach us via email at sales@buyfreshonline.co.uk or call us at 0121 439 8320.
What if I have an issue outside office hours?
Any inquiries outside business hours will be addressed on the next working day.
Can I cancel my order after it's been placed?
Yes, but you must contact support as soon as possible before the order is dispatched to receive a full refund. Once the order is dispatched, we cannot accept returns for chilled or frozen products, and the return cost will be charged to the customer.
How do I report a damaged product?
Email or call us within 24 hours of receiving the product to initiate a return or refund process.