FAQs
Do you have any question you will like to ask us? You can check through our frequently asked questions or use our live chat for human support
Ordering & Payment
How do I place an order?
Placing an order is simple!
- Browse our website and add the items you want to your shopping cart.
- Once you’re ready, click on the cart icon and proceed to checkout.
- Enter your shipping and billing information.
- Select your preferred delivery method and payment option.
- Review your order and click “Confirm Order” to complete your purchase. You will receive an order confirmation email shortly after.
What payment methods do you accept?
We accept a variety of secure payment methods, including:
- Major credit and debit cards (Visa, Mastercard, etc.)
- PayPal
- [Other methods you might offer, e.g., Apple Pay, Google Pay, Bank Transfer]
Is it safe to use my credit card on your website?
Yes, your security is our top priority. Our website uses SSL (Secure Socket Layer) encryption to ensure that all your personal and payment information is kept safe and confidential.
Can I change or cancel my order after I've placed it?
If you need to change or cancel your order, please contact our customer service team at [Your Email/Phone Number] as soon as possible. We process orders quickly, but we will do our best to accommodate your request if the order has not yet been shipped.
How do I use a discount or coupon code?
At the checkout page, you will see a field labeled “Discount Code” or “Promo Code.” Simply enter your code in this box and click “Apply.” The discount will be reflected in your order total.
Shipping & Delivery
Where do you deliver?
We deliver all across the UK. You can enter your postal code at checkout to confirm if we deliver to your specific address.
How much does delivery cost?
Delivery costs vary based on your location and the weight of your order.2 We also offer free standard shipping for all orders over [Your Free Shipping Threshold, e.g., $75]. You can see the exact shipping cost calculated at checkout before you pay.
When will I receive my order?
We offer the following shipping options:
- Standard Delivery: Typically takes [e.g., 3-5 business days].
- Express Delivery: Typically takes [e.g., 1-2 business days].
- Same-Day/Next-Day Delivery: Available for select locations/postal codes.
Orders are processed within [e.g., 24-48 hours] of being placed. You will receive a shipping confirmation email with a tracking number once your order is on its way.
How do you ship perishable or frozen items?
We take great care in shipping perishable and frozen items. They are packed in insulated boxes with ice packs to ensure they stay fresh and frozen until they arrive at your door.6 We recommend you refrigerate or freeze these items immediately upon delivery.
How can I track my order?
Once your order has shipped, you will receive an email with a tracking link and number. You can use this link to follow your package’s journey to your doorstep.
What if I am not home to receive my delivery?
If you are not home, the courier will [Your Policy – e.g., “leave the package at your door,” “leave a note with instructions for re-delivery,” “attempt delivery the next day”]. For perishable items, we recommend ensuring someone is available to receive the order to maintain freshness.
Products & Stock
What happens if an item I ordered is out of stock?
We do our best to keep all items in stock, but popular products can sell out fast.
- If an item is unavailable, we will [Your Policy – e.g., “contact you to offer a suitable substitute,” “automatically issue a refund for that item and ship the rest of your order”].
How do you ensure the quality of fresh produce (like yams or vegetables)?
Our team is trained to pick only the freshest and highest-quality produce for your order, just as you would. All fresh items are sourced from trusted suppliers and inspected for quality before being packed.
I received a damaged or incorrect item. What should I do?
We are very sorry for the mistake! Please contact our customer service team within [e.g., 48 hours] of receiving your order with your order number and a photo of the damaged or incorrect item. We will be happy to arrange a refund or replacement for you.
How are items sold by weight (like meat or some vegetables) priced?
For items sold by weight, we show an estimated weight and price. When we pack your order, we weigh the item and charge you for the exact weight you receive. This means the final price may be slightly different from the price shown at checkout.
Returns & Refunds
What is your return policy?
Due to the perishable nature of many of our products, we generally do not accept returns for food items.
However, if you are unsatisfied with the quality of a non-perishable item, please contact us within [e.g., 14 days] of delivery to discuss a return.
How do I get a refund for a missing or low-quality item?
If an item is missing, damaged, or not up to your standards, please contact our customer service team. After reviewing your request, we will issue a refund for the item to your original payment method. Please allow [e.g., 5-10 business days] for the refund to appear in your account.
My Account & Support
Do I need to create an account to order?
No, you can check out as a guest. However, creating an account allows you to track your orders, view your order history, and enjoy a faster checkout experience in the future.
How can I contact customer service?
Our friendly support team is here to help! You can reach us via:
- Email: toduninfo@gmail.com
- Phone: 07376409364, 07453955084, 07493550468
- Live Chat: [Link or “available during business hours”]
- Our business hours are [Your Hours, e.g., Monday – Friday, 10 am – 6 pm].