Help / FAQs

Delivery

Where do you deliver?

For all questions related to delivery times, zones and packaging please see our delivery information page.

What if want to add something to my order?

As long as you are still within the last ordering time for your selected delivery slot you can add to an existing order by simply placing an order for the same date and time. The extra items will then be added to your original order and you will not be charged an additional delivery fee.

Can I change my delivery time or day?

If you wish to change your delivery time please give us a call on 0207 6271600. Please note that for same day requests we may not be able to change delivery times, but we will always do our best.

You can change your delivery up until 6pm of the working day prior to your delivery (London deliveries only – allow one extra day for areas served by Citylink). For changes requested after these deadlines we cannot guarantee that fresh items can be reordered for a later delivery date without extra charges being applied.

Can I pick my order up?

Our premises are not open to the public and orders can only be delivered.

Best Before Dates

How long will your produce keep for?

We provide a best before date for all perishable items shown as the delivery date plus a number of days guarantee - which does not include the day of delivery (eg a best before date of 1 day means the product is guaranteed for the day of delivery plus one extra day).

Some items, such as our fresh meat and fish come fresh from the butcher/ fishmonger daily and where indicated, can be frozen on the day you receive your order. These items have shorter best before dates than supermarket versions because we deliver them to you as nature intended, whereas supermarket meat can take months to reach the stores and the packaging is sometimes filled with gases such as carbon monoxide to maintain a red colour for longer.

For non-perishable items we do not provide a best before date as most products have typically very long shelf lives which can vary from several months to more than a year. We will not send non-perishable items with short shelf lives unless clearly stated.

Stock

Do you stock.....?

If it's on our website then it's available. We either stock products or work with suppliers of fresh food that deliver to our premises every morning.

Are items ever missing from an order?

As we are dealing with a large catalogue of products and with many items delivered daily by our suppliers it can happen from time to time that products are unavailable on the day for which you have ordered them. We take every step to ensure this is not the case and will try to source missing items from alternative suppliers or suggest similar alternatives (if requested).

What happens if a product is missing from my order?

You have several options available if you wish to be notified of missing products in your order.

1. you will automatically receive an email confirmation of you order on the day of your delivery with details of any missing products

2. you can subscribe to our SMS service to receive SMS notification of any missing products

3. when placing your order you can select from two options:

i. have us call you on the day of your delivery if there are any missing products

ii. tell us to substitute automatically any missing products with alternatives if available – please refer to our terms and conditions

Checkout and Payment

Why is there a minimum order?

Like any online grocery retailer (and unlike mail order companies dealing with non-perishable items) there are certain requirements for us to be able to deliver fresh food and groceries, for example: the packaging needed to keep items cool, or to stop delicate items being crushed whilst they are on their way to you; or the logistics set up that brings together fresh products from many different producers on the same day to fulfil your order.

Our delivery fees are kept as low as possible and only part cover the cost of transport. We do not think that delivery fees should have to cover the cost of packaging or any other related costs and so we have set a minimum order level that allows us to achieve this.

For deliveries to selected London postcodes the minimum order is £40 (exc delivery).

For deliveries to the rest of the UK the minimum order is £60 (exc delivery).

See our delivery FAQs for more information and for details on our delivery service and times.

What does the "Maximum Amount" mean at check out?

Many fresh items are sold by weight, and by their nature the weight can vary - of course no joint of meat or punnet of tomatoes is identical! The weight and price displayed on the website for items sold by weight is an average or estimated amount for the product. We will do our best to supply you with the weight indicated and like any grocer we will charge you for the actual weight sold with no minimum limit and up to a maximum of 25% over the indicated weight.

The maximum amount figure represents the maximum possible amount you can be charged, taking in to consideration the permitted variation for items which are sold by weight and whose final price may vary. When you place your order your card will authorised up to the maximum amount and you will only be charged on the day your order has been prepared and the final weights of all products is known.

Can I pay by cheque?

In order for your order to be processed you must pay by credit card via the internet.

Why isn't my credit card working?

We use Protx, one of the most well known online transaction providers in the UK, and we accept all major credit cards apart from Diners Club. We do not store and do not have access to your card details at any point. If there is a problem with your card you will need to contact your provider.

What is 3D secure?

When you are checking out you may be prompted to enter an online password. This is a security measure that has been implemented for Maestro, Mastercard and Visa in the UK for online transactions. If you have not already set up a password you will be requested to do or you can choose to skip this stage. If you are unable to remember a password that you have previously set up then you will need to contact your card provider. We are not able to bypass this stage for you.

Why do I have to enter my card details every time I shop?

Protecting you from fraud is one of our main priorities which is why we work with two of the best names in online credit card processing and security. Read more about safe shopping here. We do not currently store your credit card details but we are investigating the requirements for us to be able to do this legally and most importantly, securely, in compliance with PCI standards.

Where is my invoice?

You invoice is sent to you via email when your order is dispatched. Please be sure to check your junk mail but if for some reason you do not receive your invoice we will be happy to provide a hard copy by post.

Complaints

What if I am not happy with all or part of my order?

We take great pride in our products and service and if you are not happy then we certainly aren't.

In case of any problems please contact us via phone - 020 7627 1600 - or email - customers@natoora.co.uk

Can I send something back if I don't want it?

Please see our returns policy.