Help centre
How can we help?
The questions we get asked most. If yours is not here, send us a message.
Ordering
Do I need an account?
Yes, but only once. Your name, mobile number and address are then filled in at checkout, and every order appears under Orders in your account.
Is there a minimum order?
No. Order one thing or a full weekly shop.
Are the prices the same as in the shop?
Yes. What you see online is what the till would charge. The only extra is the delivery charge for the slot you choose, shown before you pay.
Something in my basket says "Only a few left".
Stock is updated by the store, so it can change between adding an item and paying. If it runs out before we pick your order, we will suggest a swap (see below).
Delivery and collection
Where do you deliver?
Locally around our Eastleigh store. Enter your postcode at the top of the page to check.
How soon can I get my order?
You choose a slot at checkout. The earliest slot starts two hours from now, so we have time to pick and pack. Slots are shown for today and the coming days.
How much is delivery?
From £2.99, depending on the slot. Delivery is free on orders over £40.00. The exact charge is shown before you pay.
Can I collect instead?
Yes. Choose Collection at checkout, pick a slot, and your order will be packed and waiting at the counter.
What if I am not in?
The driver will ring the mobile number on your account. If nobody answers, chilled and 18+ items cannot be left, and the order comes back to the store. Contact us and we will sort out a new slot.
Changing or cancelling
Can I cancel my order?
Yes, free of charge, as long as your slot starts more than 24 hours from now. Open the order in your account and press Cancel; the full amount goes back to your card. Inside 24 hours the order is already being planned, so it can no longer be cancelled online. Contact the store and we will do what we can.
Can I add something to an order I have placed?
Not yet. Place a second order, or contact the store if it is urgent.
What happens if something is out of stock?
We never swap without asking. The person picking your order suggests a replacement at exactly the same price. You get an email and a message on your order page, and you choose Accept or Decline. If we hear nothing by one hour before your slot, we refund that item and deliver the rest.
Payment and refunds
How can I pay?
Debit or credit card, Apple Pay or Google Pay. Payment is taken when you place the order. We never see or store your card number; that is handled by Stripe.
When is my order confirmed?
The moment your payment goes through. You can watch it move to Accepted, Picking, Ready, Out for delivery and Delivered on the order page.
How do refunds work?
Refunds go back to the card you paid with. We send them straight away; your bank usually shows them within 5 to 10 working days. A refund for one item shows on your order page as soon as it is made.
Alcohol, tobacco and vapes
Do I need to prove my age?
Yes, once, at checkout, with a photo ID. After that your account is marked 18+ verified. The driver may still ask for ID at the door if you look under 25. Full details are on the age verification page.
What if I cannot show ID at the door?
The 18+ items go back to the store and are refunded. The rest of the order is delivered as normal.
Your account
I have forgotten my password.
Use Forgotten your password on the sign-in page. We email you a link that works for 15 minutes.
Where are my past orders?
Under Orders in your account, newest first, each with its receipt and status history.
What is the shopping list?
A place to keep your regulars. Save an item from its product page, then add the whole list to your basket in one tap next time.