FAQ & Delivery Information
FAQ & DELIVERY INFORMATION
SHIPPING OPTIONS
DELIVERY & SHIPPING
Ships within 2-3 workdays. Once your order has been dispatched, you’ll receive an email notification with your tracking details and you can expect delivery the following day (if chilled/frozen) or 1-3 days (non-chilled).
Standard shipping is free for orders over £50 to most mainland UK postcodes. If under £50, a £1.99 delivery charge applies to ambient orders.
A £2 chilled charge is applied to all orders containing any chilled goods. For postcodes outside ‘mainland UK’ (as determined by couriers), price for shipping varies (enter your postcode at checkout to see accurate shipping price to you).
Orders placed before 12 pm between Monday and Thursday (some postcodes, Friday) can be shipped to arrive next day.
Please note that orders placed after 12 pm on a Thursday may not be dispatched until Monday (for delivery on the Tuesday). This is because some postcodes do not accept delivery over the weekends and we do not want chilled and frozen goods will get stuck in the courier warehouses over the weekend. Please contact us if you have placed an order and need it for the weekend and we can advise if it can be shipped to your postcode.
You can choose to pick up your order from our store in central London for free.
We usually deliver to our store for pick up on Tuesday and Thursday mornings and depending on when you place the order, it will be on the next available van in (more frequently during high seasons). You’ll receive an email when the order is ready for pick up.
For car friendly pick-ups outside the congestion zone, we also offer Warehouse click & collect on weekdays from Park Royal Warehouse (NW10 7QQ) by arrangement.
Please note that you have 7 days to pick up your order from our store before it’s returned to our warehouse (unless otherwise agreed). We cannot store or hold orders. Any short shelf-life goods not picked up in the time frame will not be eligible to be refunded.
Deliveries to Non-mainland postcodes (as defined by the couriers as Highlands, islands and NI) are done within 3-4 working day basis and we don’t accept any liability for any delays that occur. We do not recommend shipment of chilled or frozen items to Non-Mainland UK postcodes as these are on 2+ days shipment. If you wish to proceed, we will ask you to confirm a waiver of shipping responsibility.
Please note that we will ship your order within 1-2 working days and a 2-day shipment time on top of this.
International deliveries
- We no longer ship to any EU countries (including Republic of Ireland) due to Brexit.
- We do not ship to Channel Islands.
- We do not ship to the US or any other countries, nor BFPO postcodes.
We offer FREE Standard shipping for orders over £50 to most mainland UK postcodes. Please note that Standard deliveries are usually shipped within 2-3 working days from placing your order. Shipping times depends on content of your parcel (see Standard options top of the page). Free shipping does not extend to chilled/frozen items as there is always a charge for chilled/frozen packaging.
Chilled and frozen items need specialist packing to keep food safe in transit.
For orders containing chilled goods a £2 chilled charge will always be added regardless of order value. For frozen item (or frozen+chilled combo) at any order level, £8 will be added.
These costs cover part the cost of the specialist shipping boxes and packing needed.
We use a mixture of APC, DPD, Packfleet and Evri to deliver our parcels. Track your delivery by following the link in your dispatch email.
You will receive the dispatch email the day we ship it. Once the order has left our warehouse it’s your responsibility to be available to receive the goods at the estimated delivery date advised in the tracking email. If you are not able to be in to receive your order, please notify the courier immediately when you receive the tracking link so an alternative delivery date (ambient goods only) or safe place can be arranged. Please note drivers are unable to call you on the day.
The below table indicates delivery options, costs and transit times for low season only. It does not apply for orders placed during November and December where standard shipping can be 5+ working days before we dispatch the order.
DELIVERY
Yes, store collection will show up as one of the shipping options on the checkout page. You can also collect from the warehouse but please note this requires a pre-notified time slot for pick up so we can make sure we are around to help.
We ship all over mainland UK and we also offer longer services to Scottish Island, Northers Ireland and rural areas (described on our page as non-mainland postcodes. These are set by the couriers, not us).
Please note we are unable to ship any goods outside of United Kingdom due to Brexit reasons.
With Next Day deliveries placed before midday on Monday-Thursday, you can expect to receive the order the next day (orders placed after midday on Thursday are most often shipped on Monday, although some postcodes now offer Saturday – please contact us)
Standard delivery orders are usually shipped within 2-3 working days (depending on how busy we are at the warehouse). We’ll email you with tracking details once your order has been shipped.
The delivery cost will depend on your location. You will be able to see the available delivery options once you have entered your postcode in the online shop check-out page.
Collection from the shop and warehouse is free.
Usually Monday to Friday although on some occasions, they may deliver on Saturdays too.
Please add delivery instructions for the courier directly with them when you get the tracking link so that they can leave the parcel in a safe place or with a neighbor.
Note that if you have not given the courier permission to leave the order in a safe place, we cannot accept any liability for the driver independently making that decision on the day. Orders will be left at your own risk unless the courier is notified by you in due time about a safe space or date.
We will not refund for perishable goods if a courier has followed all delivery steps and attempts to deliver the parcel.
Generally, the following rules apply:
- Couriers will make one delivery attempt.
- Delivery record will be conclusive proof of delivery.
- Parcels can potentially be rerouted but this is subject to charge (no refunds given for goods spoiling in transit).
Calling cards are now usually by email and text. If you have missed your delivery, please contact the courier directly quoting your tracking number to arrange the most suitable date for re-delivery.
Alternatively, you can arrange a collection from the depot/pickup point direct with some couriers. (Note: DPD does not do depot collections).
Please note some couriers do dispose of perishable goods after one delivery attempt, for food safety reasons. In this event, we cannot refund for temperature-controlled goods.
Yes – but only if you have authorized the courier to do so in your delivery instructions.
Yes. We pack chilled goods with ice packs and ship them with an overnight service to ensure freshness of the goods. We have to ship frozen goods with ice packs in a special frozen safe insulated ice box. There is a £2 charge for chilled goods regardless of order value. Frozen goods carry £8 charge for specialist packaging.
We pack and ship with ice packs and in appropriate packaging and this should be fine for the duration of the transit – and even a good time after. Once you receive the parcel, see if the ice packs are still cold. If you suspect there is an issue with the temp control, please contact us immediately.
Sometimes our team has to make amendments to an order last minute – removing an out of stock item or amending details. This means the label generated for your specific delivery may get canceled. Don’t worry, this is the label in their system, not the actual delivery.
Unfortunately, this generates an automatic email that states the delivery was canceled. If you are uncertain re such a message, please notify us so we can double-check – most of the time, this is just something that can be disregarded.
No, most UK couriers we use do not offer this service. If you add a PO box address, we are unlikely to pick this up and your parcel will be rejected at the point of delivery (no refunds will be made).
ONLINE ORDERING
If you notice that something is missing from your order, please tells us as soon as possible. While we will try to accommodate, once the order has been sent for packing, we are unable to add or combine.
During busier times (esp. Christmas), we’re unable to combine or add to any orders.
Please contact us as soon as possible if you spot an address error. We’ll need any changes of address in writing – but if you have placed an order for next day delivery, it is a good idea to call us so we can action this for you.
If the package is already on its way when we are notified (including having been entered into the courier system for shipping), a redirection charge of £15 may incur due to the courier needing to stop a parcel mid-shipment.
If we discover an item is accidentally out of stock or maybe have too short a date, we will remove it from your order. Sadly, we are not always able to call ahead to let you know and the item will be removed and you will be refunded.
We did try substitutions for a while, but because we do not do our own deliveries, this did not work as items could not be returned easily.
We do not accept responsibility for goods shipped outside the UK mainland and this includes Northern Ireland, outlying islands and the Channel islands. This is because the courier companies do not guarantee overnight shipping outside UK mainland postcodes.
If you do order chilled items to those postcodes, we will only ship them once you accept responsibility on your side. We will notify you by email and you will need to reply to this email in order for us to release the goods for shipping. If you do not reply to this email, after a few days, the order will be canceled from our system.
Unfortunately, we’re unable to hold orders back as we don’t have the space. As soon as the order is packed it will be moved out for shipment.
You can reset your password on your account page here by clicking on “Lost your password?” If this does not work, email us during office hours and we’ll try to help.
This can be fixed by clearing the cookies on the browser you are using and trying again in a few minutes. You can also checkout using a different browser.
Your account will remain locked for 30 minutes if the system locks you out. We know this is a bit annoying, but this is a security measure in case a bad bot tries to hack you – so all in all, it’s a good thing. Please reset your password if you can’t remember it, to avoid being locked out.
The most common payment issue is that the billing address entered on our website does not match the billing address registered to your card, so please ensure your address details are correct (house number and post code). If this still does not work, try another card or use Apple Pay or PayPal to see if it works.
If you still have trouble with payment, please contact us for help.
All cardboard, ice packs and large gel packs can be reused as needed and they can be recycled. We do not recommend pouring gel pack contents down the sink. We use Polystyrene to ship frozen goods and sadly, this is not commonly recycled, however, some councils accept it so please do check.
We are also very happy to accept these boxes back, if you wish – and we will re-use.
No. Currently, we do not ship outside the UK. This is due to the implications of Brexit. We would love to change this, however, currently, we do not foresee a way forward on this.
Due to weight limits imposed by couriers, the standard delivery charge is based on a pre-determined maximum weight/postcode.
If you add many heavy/bulky items to an order, we reserve the right to reduce the number of items to fit in with the maximum courier limit for your package/area. In some areas, this is 20kg, in others it is 30kg. During seasonal busy times, certain items will have limits on them (Julmust, crates of beers etc..) We will not reduce volumes unless necessary. We may not always have time to contact you regarding this before reducing your order (although we will try).
There is no limit on weight for click-and-collect orders.
PRODUCTS & OFFERS
We have different offers in different locations.
We stock around 60% of the goods at our café. If you want to secure full range, order for click & collect.
The best thing to do is to sign up to the waitlist on each product: then you will get an email when things are back in stock in our online shop.
We get deliveries from multiple suppliers so not everything will in stock at any one time. If you have a specific question regarding an item, feel free to email us to ask and we’ll try to help.
Adding things to your basket online is not a stock holding option and the goods are not reserved until you have checked out, sorry.
We do keep a list of suggestions and go through them regularly for new and popular products for when we review the range. Feel free to email your suggestions.
Brexit. The rules for meat and fresh goods were tightened Jan 24 and since then we are severely restricted on imports.
You can sign up to our newsletter the get the latest deals straight to your inbox. We have weekly offers and we may email you twice a week. You can also check out our All Offers page on the website and Roland’s Clearance.
We always offer bulk deals in our online shop, too.
We do not have the same offers online as we do in our London shop.
Sadly, the different locations do not allow vouchers to be interchanged.
RETURNS & REFUNDS
Please contact us to let us know which item was damaged with any additional info and a photo. For example, was the outer box damaged or only the inside item? Photos are helpful for us in determining the next steps on the issue to see if the issue is couriers, internal packing issues or a product issue.
Items bought in the Clearance section or short-dated are not eligible for refunds or returns.
Some items are sold for very low prices to reflect short dates or cosmetic damage. We reserve the right to pack and ship what is a ‘reasonable amount’ in cases of larger orders being placed for clearance items – if we cannot fit it all in a standard shipment, the order will be reduced before shipping and the difference refunded. This is due to our couriers not being able to ship very large orders (volume and weight).
For click & collect orders, there are usually no such restrictions, but we may ask you to pick orders up from our Warehouse location in cases of large quantities.
Please contact us and let us know which item was missing or was incorrect. It’s important to let us know within seven days if there is an issue with the delivery or content as we can’t verify missing items more than 7 days post-delivery.
Unfortunately, we are not able to re-ship items. A refund or store credit for the missing or broken product will be made instead.
Yes, as long as your order has not yet been dispatched or packed/prepared for dispatch, you can contact us to cancel your order. We’ll email you back to confirm the cancellation.
Once an order has been marked as shipped, we are unable to cancel it.
Once a request is processed, a refund via your original payment method will be reflected in your account within a few business days, depending on your bank. It can be up to 5 working days (but usually quicker)
You can return unopened ambient goods (unless discounted on clearance/short dated) within 30 days of receiving your order. You will have to cover postage charges. We are unable to accept returns of any chilled/frozen goods as we cannot guarantee the chilled storage of items not packed and sent by us. Please email us for a return form
CAFÉ QUESTIONS
We know that people often work in cafes and have meetings – but we ask that you do not use laptops during the busy times. Thank you.
No, we’re just a small café – turn up and grab a table. We can’t wait to see you.
Whilst we love pets, we do not allow these in the café. If you have a small dog that can be carried, you are welcome to order by the counter for take-away as long as you carry your dog.
Sadly, due to the older building where we are located, we have been unable to add a disabled toilet or lift. There are facilities close by (across the road at the pub). Our entrance door is of acceptable width to standard wheelchairs and there are no steps into the café.
For those wishing to shop in the downstairs area but unable to navigate the stairs, we will offer hands on support for shopping – and coffee on us, while you wait.
We are currently trying to find a new location and we very much hope to be able to offer one level café & shopping.
If you would like to arrange a visit but you feel overwhelmed by sensory challenges, please contact us and we will try to find a good time for you to visit to do your shopping – the best time is usually at beginning or end of a day where things are calmest. We will be happy to turn off all music, dim the lights and help make your shopping at the café as comfortable as possible, as long as we know in advance. There will always be some background noise such as refrigeration, aircon and coffee machine.
Currently, due to our opening hours across the day, we don’t tend to offer private event rental.
If you want to film a short piece or do an interview, you are welcome to do so provided you have told us in advance. We are happy to accommodate, provided you adhere to the following:
– Handheld camera only (max 1)
– No rigging of equipment or lights etc..
– We do not turn off music or change normal operation/light etc..
– You do not record between 11:00-15:00
If you want to enquire for location fees to book the entire place, please contact us. Full days only.
TERMS OF PROMOTIONS
Free shipping – always applies to mainland post codes only. Discount of maximum similar value
(usually £2) may in some circumstances be applied to other areas.
Freebie offers – cannot be applied retrospectively, min. order value applies.
Codes and vouchers – only one per person per order, as standard
We reserve the right to remove any offers at any time.
No vouchers and codes can be added retrospectively.
See full terms & conditions
CAN'T FIND THE ANSWER?
If you still cannot find the answer you seek, please do not hesitate to contact us [email protected]
We are also available on the phone 0207 5807161 Mon-Fri 9-17