FREQUENTLY ASKED QUESTIONS

WEEKLY MARKET DELIVERY:

Real Food Hub operate a weekly market and these deliveries are usually scheduled to arrive on Thursdays. Orders must be in by 11.30am Monday.

Under £100 costs £9.95

Over £100 costs £5.95

Over £200 FREE

LATE DELIVERIES

We use APC courier on a next day 24 hour service, however in the unlilkey event that your parcel is delayed, we have fantastic packaging that keeps our deliveries at controlled chilled or frozen temperatures for 48 hours. 

We do everything we can to ensure your parcel arrives on time, we track the parcel and if it is delayed we try and let you know and ask the courier for it to be prioritised the next day.

Please have some patience at Christmas time as couriers are under immense pressure.

 

REAL FOOD HUB SUPPLIERS DIRECT DELIVERIES

Orders are also sent to you directly from supplier and their delivery costs are shown at every step of the way on Real Food Hub: the supplier page, the product page, in your basket and checkout. If you order from more than one supplier you will receive more than one exciting parcel in the post!

NB: Nearly all suppliers have Free delivery over certain values so the more you order from one supplier the more economical delivery is.

Email 1 from us: When you place your order you will receive an order confirmation email from Real Food Hub showing your whole order from one or many suppliers. Each suppliers contact details, delivery timescales and the products you ordered is shown.

Email 2 from supplier: When the supplier dispatches your parcel you will receive an order dispatched email from them (or their courier) to let you know that your delivery is on its way.

If you have any questions you can contact the supplier directly as their emails and phone numbers are on all their supplier and product pages. Whilst they are best placed to speak about the order you have placed, we are very happy to help if you would like to contact us on [email protected] Mon - Fri 9-5.

Where do your suppliers deliver: This is displayed in the Delivery section on each suppliers page. Delivery is to Mainland UK and Scotland excluding Highlands and Islands. We do not dellviery to Ireland.

Late Delivery:

Very occasionally, there may be a delay with your delivery which is outside the control of the supplier. Please be patient if this happens as the supplier will always do their very best to sort it out for you.

If your items haven't arrived within the delivery timescales on their page, and you haven't heard from them, there may be a problem. Please get in touch with the supplier in the first instance to let them know. If you’d still like some more help, get in touch with Real Food Hub – we are always very happy to help.

Email [email protected] or call 01524 805035 and we will do our best to help you. We are a small family business and we pride ourselves on customer service. 

WEEKLY MARKET DELIVERIES - If your delivery has been delayed please be reassured that our packaging keeps our products chilled or frozen for 48 hours. We will be tracking your parcel and in touch with the courier to ask for it to be prioritised the next day.

 

DELIVERIES DIRECT FROM SUPPLIERS - First please check your order confirmation email which shows the delivery timescales of the suppliers you have ordered from.as lead times vary by supplier. Also please check that the address you provided is correct.

Next please email [email protected] or call 01524 805035 and we will be happy to help.

We work 9-5pm Mon - Fri.

Real Food Hub is an online food & drink marketplace for food lovers who want to support small scale farmers, growers, fishers & makers. Every supplier has been carefully selected because they are passionate about Real Food, their products taste better, are natural and are ethically produced. We believe that the future of British Agriculture is more sustainable if more people shop with small scale producers who follow nature and help the planet.

One of the great benefits of Real Food Hub is that it brings so many suppliers together in one place, and you can order from as many suppliers as you want to and checkout at Real Food Hub.

When you shop on Real Food Hub you buy directly from the suppliers. They receive your order, prepare your parcel and send it directly to you in keeping with their individual delivery costs and timescales which can be seen on their product pages, supplier pages, in your basket and also confirmed before you checkout.

You can read more About Us or Our Values. 

Please input your required delivery date in the ‘additional delivery instructions' box at checkout. We will alsways check this and do our absolute best to accomodate you. For any reason we can't we will contact you straight away.

Yes, you can spend up to 5 cards on a single transaction and if required top up the payment with a debit/credit card.

Unfortunately you cannot spend more thane one All4One card on a single transaction nor is it possible online to top up an All4One payment with a debit/credit card. If you would like to spend more than the value of your All4One card on a single transaction please call us on 01524 805035 and we will be happy to help.

Real Food Hub and our small scale suppliers are all committed to you being happy with your purchase.

When deliveries are delayed we cannot immediately offer a refund as our packaging keeps our products fresh or frozen for 48 hours. We use a 24 hour next day service but we have to package our parcels with enough ice and insulation to keep them chilled or frozrn for 48 hours in the unlikely event that there is a courier delay. We do our best to track parcels and any that are delayed we ask for them to be prioritised. Please show some patience during Christmas periods as we are trying our best but couriers are under immense pressure.

If you are not satisfied with your order, please firstly check the suppliers individual returns policy which is shown on their supplier page and product pages and then contact the supplier to discuss what has happened. Please don't throw anything away until you have taken a photo of it, for example if something arrived damaged.

Many products on Real Food Hub are highly perishable, so are usually non-returnable and only refundable if damaged, but still contact us or the supplier as all are commited to making sure you are happy. In the unlikely event that you are not satisfied with the suppliers resolution, please contact us as we offer a money back guarantee for complete peace of mind when purchasing.

Non-perishable items are given a 14 day returns policy under the Consumer Contracts Regulations in which you can cancel the order. Please contact the supplier within 14 days, arrange to return the item and then email Real Food Hub at [email protected] with the information and we will refund you.

 

We can only sell Alcohol to people who are 18 years of age or over. By placing an order for these items, you are declaring that you are 18 years of age or over.

On delivery the recipient may be required to show Proof of identity, such as a Passport or Driving license if they appear to be under 25, this is in line with the UK “Challenge 25” policy, a signature will also be required on delivery.

We would love to hear from you if you think you fit the bill. Send us an email at [email protected] with a link to your website, or if you don't have a website some info about your business and we can take it from there.