Terms & conditions

Hop-In Express (“we”, “us”) is a convenience store in Eastleigh, trading online at hopinexpress.com. These terms apply to every order placed through the website. By placing an order you agree to them. They do not affect your statutory rights.

You need an account to order. You must be 18 or over to hold one, and you are responsible for keeping your password private and for orders placed with it. Give us a mobile number the driver can reach you on; we use it only for your order.

Prices are shown in pounds sterling and include VAT where it applies. The price you pay is the price shown when you place the order. The delivery charge for the slot you choose is shown separately before you pay.

Stock is updated by the store and can change between adding an item and our picking it. If an item is unavailable we follow the swap process in section 7; we never substitute without asking.

You choose a delivery or collection slot, then pay by card, Apple Pay or Google Pay. Payment is taken when you place the order and processed by Stripe; we do not see or store your card details. Your order is confirmed when the payment succeeds, and you will see it under Orders in your account.

An order is accepted by the store when a member of staff marks it Accepted. Until then we may decline it, for example if we cannot reach your address or an item cannot be supplied, in which case you are refunded in full.

Slots start from two hours after you order. We deliver within our local area around the store; enter your postcode to check. We aim to deliver within the slot you chose and will contact you if we are running late.

The driver will ring the mobile number on your account. If nobody is there to take the order, chilled and age-restricted items cannot be left and the order returns to the store. Contact us to arrange a new slot; a second delivery charge may apply.

For collection, bring your order number to the counter during your slot. Orders not collected by the end of the day are cancelled and refunded, less any chilled items that cannot be resold.

You can cancel an order yourself, free of charge, at any time while your slot starts more than 24 hours from now, from the order page in your account. You are refunded in full. Inside 24 hours the order is being planned and cannot be cancelled online; contact the store and we will help where we can.

If an item is not on the shelf when we pick your order, we may suggest a replacement at exactly the same price. We tell you by email and on your order page, and you choose to accept or decline. If we have no answer by one hour before your slot, the item is removed and refunded and the rest of the order is delivered.

Alcohol, tobacco and vapes are sold only to people aged 18 or over. You will be asked to verify your age at checkout before paying for them, and the driver follows Challenge 25 and may ask for photo ID at the door. If ID cannot be shown, or the person receiving the order appears to be under 18 or drunk, those items are withheld and refunded. See our age verification page.

Check your order when it arrives. If something is missing, damaged or not what you ordered, tell us within 24 hours through the contact page with your order number and we will replace it or refund it. Perishable goods should be refrigerated on arrival; we cannot accept returns of food once delivered except where it was faulty.

Refunds go to the payment method you used. We issue them promptly; your bank usually shows them within 5 to 10 working days. Each refund is recorded on your order page.

You may use the site to shop with us and for no other purpose. Do not attempt to interfere with it, place orders you do not intend to pay for, or use another person's account. We may suspend an account that breaks these terms. The site, its content and the Hop-In Express name belong to us.

We are responsible for loss you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care, and for anything the law does not let us exclude. We are not responsible for loss that was not foreseeable, or for business losses. Nothing in these terms limits your rights as a consumer.

We may update these terms; the version in force is the one on this page when you order. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you may also bring a claim in your local courts.