FAQ/Help
Please check to see if the answer to your question is contained within the following FAQs. For any questions not covered, or if you're still having problems, please email us or call us on 0845 458 0061.
General
- Can I change my postcode?
- What's the difference between a producer and a shop?
- I can't find a producer of the product I'm looking for that is near to me.Can I still order from them?
- I am looking for a specific producer/shop on LocalFoodShop, but can't find them. What can I do?
- When I click the back button on my browser, more products are added to my basket! Why is this and what can I do about it?
- How can I find out more about a specific product?
- I have been particularly impressed/disappointed with the service/products of a specific vendor. Is there anywhere I can provide feedback about my experience?
- Can I leave the vendor a message or special request relating to my order?
- Is payment secure?
- Will you store my credit/debit card information?
- Can I pay by cheque?
- I've opted to collect my order. Can I pay cash on collection?
Shopping Basket
- I can see 'collect' next to 'delivery' in my shopping basket. What does this mean?
- I have opted to collect my order, but how do I know when to collect it?
- Why does more than one delivery charge appear in my shopping basket?
Registration
- In registration I am asked to enter 'shipping instructions'. What does this mean?
- Can I change any of the personal details that I submitted with my original registration?
Orders
- My delivery has not arrived. How do I find out where it is?
- My order has arrived but there is a problem with it. Who do I contact?
- I have received less then I ordered and am owed a refund. What do I have to do?
GENERAL
Yes, just enter your new postcode in the box provided in the top right corner of the site to change your postcode at any time.
What's the difference between a producer and a shop?
Producers are people who make and sell their own produce only. Shops are people that sell a range of goods, at least some of which have been made by other producers.
I can't find a producer of the product I'm looking for that is near to me. Can I still order from them?
Yes, whilst we always show you your local producers first, there's nothing to stop you ordering from anyone you see on LocalFoodShop, unless they specifically advise you otherwise.
I am looking for a specific producer/shop on LocalFoodShop, but can't find them. What can I do?
If you have tried searching for the producer/shop using 'search by name' and 'find by region' and still can't find anything, send us an email with their details and we'll get in touch with them to let them know that someone wants to buys from them through LocalFoodShop.
When I click the back button on my browser, more products are added to my basket! Why is this and what can I do about it?
When you click the back button on your browser, the information you submitted when you were last on the page you're trying to return to, is re-entered. So whatever you last added to your basket will be added again. To delete any unwanted products just reduce the number using the buttons in the shopping basket. To avoid this happening in future, try wherever possible to navigate using only the menus and options on the LocalFoodShop site itself, rather than using your browser's functionality.
How can I find out more about a specific product?
To get more information about a specific product you need to call the vendor directly. You can find the vendor's contact information on their LocalFoodShop micro-site.
I have been particularly impressed/disappointed with the service/products of a specific vendor. Is there anywhere I can provide feedback about my experience?
We plan to introduce facilities to allow you to provide feedback online, but for now, please send us an email with your comments.
Can I leave the vendor a message or special request relating to my order?
Yes, just include your message with the Delivery Instructions.
PAYMENT
Yes, we use a secure payment system called Protx that encrypts all your personal data so that it cannot be seen by anyone else.
Will you store my credit/debit card information?
No, for reasons of security, we do not store any information about your credit/debit card.
No, at the moment payment is by credit or debit card only.
I've opted to collect my order. Can I pay cash on collection?
No. Anything you order through LocalFoodShop needs to be paid for online, through LocalFoodShop.
SHOPPING BASKET
I can see 'collect' next to 'delivery' in my shopping basket. What does this mean?
Some vendors are happy for people to collect orders if they live locally. When you click 'collect' any delivery charges relating to that vendor will be cancelled and you will be expected to visit the vendor to collect your order.
I have opted to collect my order, but how do I know when to collect it?
Go to the 'Recent Orders' link at the top of the page and log in with the email and password you used when you ordered, and you should see a collection date for that order. If you have any more questions about how and when to collect your order, please call the vendor directly. You will find their number on their micro-site on LocalFoodShop.
Why does more than one delivery charge appear in my shopping basket?
Each vendor on LocalFoodShop delivers directly to you, so they make their own charges for delivery. To avoid too many delivery charges, you could try looking for 'shops' who deliver a range of produce in one delivery. We're working with vendors to bring the cost of delivery down, and to encourage them to participate with eachother to offer single deliveries.
REGISTRATION
In registration I am asked to enter 'shipping instructions'. What does this mean?
This is where you can enter any specific instructions for the deliverer, like 'please knock on green door' or 'leave in communal hallway'. If you have no specific instructions, just leave this field blank.
Can I change any of the personal details that I submitted with my original registration?
Yes, just go to 'account details' at the top of the page to change any of your details.
ORDERS
My delivery has not arrived. How do I find out where it is?
Go to the 'Recent Orders' link at the top of the page and log in with the email and password you used when you ordered, and check the order in question. If this shows that your order should have been delivered and it still hasn't, you need to contact the vendor directly. You can find the vendor's contact information on their LocalFoodShop micro-site.
My order has arrived but there is a problem with it. Who do I contact?
For problems with the order itself (product quality, incorrect products etc) you need to contact the vendor directly. You can find the vendor's contact information on their LocalFoodShop micro-site.
I have received less then I ordered and am owed a refund. What do I have to do?
You don't need to do anything. If the vendor has been unable to fulfill all of your order, we will have been informed and will be processing a refund to your card automatically. You will receive notification that this refund has occurred. Please allow up to 14 days for refunds to be processed. If after 14 days you have still not received a refund, please contact us.