Established 1963 - Shipping worldwide since 1975

Help

Frequently Asked Questions

Below is a list of answers to questions that we are sometimes asked. This is not an exhaustive list so please feel free to email any other questions you may have. We hope that you find this helpful.

Real Foods Customer Service Team

 

Placing Your Order

 

Payment Delivery of Your Order Returns and Refunds Your Account Other
How do I shop online? How do I pay? Do you deliver to my area? Can I return something I am not happy with? How do I create or change my password? What do the emails I receive mean?
How do I create an account? When will I be charged? Do you deliver overseas? When will I get my refund? Are my card details secure? I am having problems receiving your emails what should I do?
How do I find the products I want? Can I use a Real Foods gift voucher online? How much will delivery cost? Why did I get a refund rather than a replacement? Can I repeat my last order? How do I know your products are organic?
What does the 7 day delivery flag mean? Is there any discount if I order bulk? How long will I have to wait for my order be delivered?   Is there a list of products I usually buy? You don’t supply a product I would really like. How can I get this listed?
How do I enter a promotional code? Can I use my OAP/Student/Early Bird discount? When will my delivery arrive?   Can I see more products on one screen? How do I become a Real Foods supplier?
How do I enter a gift voucher code? What about VAT? Can I track my order?   I have forgotten my login details, what should I do? What can I do if I have problems viewing your site?
How do I place an order? Why does my bank show 2 charges for the order? What should I do if something is missing from my order?   My account does not work can I phone in my order? Help, my question is not here?
How do I pay for my order?   What should I do if my parcel is damaged?   Can I change my email address? What is Click & Collect?
How do I know you have received my order?   Do I have to be at home when the delivery arrives?   Can I change my user name? Can I pickup my Click &Collect order at either of the Edinburgh stores?
Can I change my order after placing it?   Can I have deliveries at the weekend or in the evening or at a specific time?   Can I change my delivery and/or billing address? Can I add fruit and veg to a Click & Collect order?
Why has my order been cancelled?   My order is dispatched - where is it?   Why should I fill in my interests? How will I know when my Click & Collect order is ready for pickup?
Can I cancel my order?   Why has my order been returned to you rather than delivered?   Can I unsubscribe from newsletters and other promotional emails? How long does a Click & Collect order take?
Do you send substitutes for sold out items?       What is a strong password?

Do I need to bring ID or bags to collect my order?

 

Placing Your Order

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QUESTION - How do I shop online? (Place an order)  

You are welcome to browse our site for as long as you need to – search our products, read the comprehensive information and add items to your basket. You don't need to register for this.

You can also add things to your basket and they will be saved for you until you are ready to place your order.

When you are first ready to buy from us you will need to create an account.

Create an Account

To shop on line you will need to have a valid email address, a phone number and the ability to pay by either debit or credit card.

 When you are ready to buy you can click [CHECKOUT] from your basket. If you have not already registered with us, you will be prompted to create an account before you can place the order.

To create an account you will need to choose a User Name (we recommend that you use your email address for this) and a password. Your user name cannot be changed once it has been created. All other details can be amended in ‘Your Account’.

(For security purposes Real Foods staff are NOT able to see the password you create so please ensure that you keep your own record of the password you choose.)

Fill in the details you are happy to share with us. Remember an address will be essential if you want a delivery from us. When it is complete just click the [ FINISH] button. Now you can place your order.

Find what you want to buy

You can filter your shop by using the box on the left of the Shop Home Page - this allows you to see our Organic shop, or our Gluten Free shop, our Vegan shop or our Fairtrade shop. If you do not choose to filter your shop, then you will see all the items that we offer for sale including any that are organic, gluten free, vegan or Fairtrade.

Finding the things you want can be done in different ways:

1) By category

On the home page of the shop, click on one of the pictures in the centre of the screen. You will be presented with a list of sections. Click on one to browse the product list.

To return to where you were, click on the Back button at the top right of the product list.

Alternatively use the tabs along the top of the site or the list at the left side of the site to navigate through the different categories of products available.

2) Quick search

Use our search facility by typing what you're looking for in the Search box. Click the Go button. Any results found will be listed for you.

If you want to filter your results to show only certain types of products, click the down arrows in the Advanced Search box (under the search) check the boxes you want to see before clicking Go.

If you know the brand name, put it in the brand section below the filters. All products that have that brand name can be found.

If you need further information on any of the products click on the product name or image and you will then be taken to the Product Details page. Here you will find all of the information you need relating to the product including

  • A detailed description
  • A list of the main ingredients
  • A larger image

Returning Customers

If you are a returning customer who has already placed an order, you will find all the things you have previously bought from us are listed in 'Your Favourites' which can be found by clicking the link at the top of the shopping basket or from your account page. Note that to use Favourites you will need to be logged in. You can also find your previous orders from [Your Account]. From here it is possible to repeat entire orders at the click of a button or simply select some items from a previous order to add to your basket.

Doing Your Shopping

Add your shopping to your virtual basket by clicking the [ADD] button. If you want to order more than one of anything you can either click the [ADD] button again until the number you wish to buy are in your basket, or you can enter the number in the box above the [ADD] button before you click [ADD]. Once you click [ADD] you will see the (Loading) sign appear and then a message under the [ADD] button telling you how many are in your basket. Your basket is also visible on the right of the screen.

(Note that if you are shopping on a tablet then the basket will only update when you refresh the page. If you are shopping on our mobile site then the basket can be viewed by clicking the basket near the top right of the screen.)

When you are happy that your shopping is complete and your details are correct you can click the [Place Order] button.

Checkout

When you have finished shopping you will need to checkout - click the [CHECKOUT] button in the basket. (If you have not previously registered with us you will be prompted to do so. You will not be able to proceed without registering.)

Please check that your billing and delivery addresses are correct and enter your card details. So you can be sure that your details are secure, we do not retain card details so these will need to be entered each time you place an order.

If you're not logged in you will be asked to do so, and then you will be shown a delivery address.

If this not the address you want the goods to be delivered to, then please enter the correct address details.

If the delivery address is not the same as the billing address (this must be the address your payment card is registered to) please check the box under ‘Billing Address’. Now enter the correct billing address.

Once the details are correct, click the Proceed button.  If you want to make a last minute change to your basket, click the Amend Basket button.

1) Place your order

Review the items and quantities you are ordering and check the delivery and billing addresses are correct. If you wish to change them at this point click the Change Your Details button. To change your basket you must then click the Amend Basket button. There is a section called comments. Please put in any special requests, for example if you need the goods by a specific date, are on holiday or wish to purchase an item that is not showing as available in the webshop. A member of staff will contact you to arrange your request.

2) Payment method

We accept all major debit and credit cards with the exception of American Express. We do not currently accept PayPal.

3) Confirm order

If everything is OK then click the Confirm Order Now button. Note that clicking the button indicates that you are in agreement with our Term and Conditions. (You can read them here)

That's it, you're done. Now it's up to us.

Our Part

As soon as we receive your order we begin the processing. It's all very simple and straightforward and you'll be kept up-to-date throughout.

1) Pick Order

We process all orders received before midnight on that night (see our Delivery section for exceptions). Any orders received after this time are processed the following day. We collate all of the orders up until that point and check stock availability. We then process each order individually. All of the items are picked, packaged and stored ready for shipping. If any items are temporarily sold out due to high demand, you will receive an ‘Important Information’ email letting you know.

2) Pack Order

When your order is ready for dispatch we will then take payment from your card. This is not done until your order is completed any ready to be packed. You will receive an email informing you that your order is packed and ready to be dispatched. You will also receive an email from our payment provider confirming that payment has been taken from your card.

3) Dispatch Order

Each week day our couriers collect all parcels weighing over a kilo. Each parcel is sent on a 24hour delivery service. Couriers will make 2 attempts at delivery and then leave a note letting you know where the parcel is. Parcels under a kilo are sent by Royal Mail, first class. You will then receive an ‘Order Update’ email letting you know that your order has been dispatched. If you have specific dates you need it by, do let us know in the comments section of your order.

For orders with perishable vegetables and fruit, we send them out on a Tuesday, Wednesday or Thursday so that they arrive in good condition for the weekend.

That's it. Very simple and straightforward. There are two other stages that you need to be aware of and these are covered in detail in our Returns and Cancellations sections. Any questions not covered? Email us or pop a note in the comments section of your order and we'll get in touch to help.

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QUESTION - How do I create an account?

To be able to shop online from Real Foods you will need to create an account (register) with us.

To do this you will need a valid email address and a contact phone number. Setting up an account will allow you to order without having to fill in your name and address details every time you shop and will also give additional benefits such as receiving our regular newsletters. You will also be one of the first to know when we have special offers and discounts.

If you are placing your first order and have not yet created your account, then you will be asked to do so before you checkout. You will be asked to provide details of your delivery address and your billing address if this is different. Your billing address will need to be exactly the same as the billing address that your card provider holds on record for you. Please be very careful to enter your email address correctly to ensure you receive email communications about your order.

If you are creating your account before placing your first order, then creating the account will trigger an email to be sent to the email address that you are registering with so that you can validate your email address. Please follow the link in the email you receive to validate your account ready for you to place your order at your convenience.

Once registered, you can update your details using the My Account section. If you need to change your delivery address, simply click the link to enter a new address within your User Profile

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QUESTION - How do I find the products I want?

To find products on our site you can use the search box at the top right of the screen.

With the exception of products tagged Only Available In store, everything on our website is available to purchase online. 

Products with a 3/4/7 Day Delivery flag are products which have sold out due to exceptional demand. The number indicates the number of days it will take for the product to arrive and be dispatched to you. If you place an order for an item with a delivery flag we will hold your order until we receive it that item.

We receive new stock from our suppliers every day so it is possible that an item with a delivery flag may have been received by the time we are processing your order overnight.

Filter Your Search

There are two ways to filter your search lists:

1) Filter the whole shop

Click the drop down arrow in the filter box on the left of the screen. You can choose to only view organic, gluten free, vegan or Fairtrade products.

If you choose to apply a filter you will see only those items that we sell that fit within that filter. So if you check Organic you will only see organic products unless you remove the filters.

If you are logged into the website your filters will be remembered and saved for future visits.

You will see a message at the top of each shop page reminding you which filters have been selected.

2) Filter your search results

Click the drop down arrow on the Advanced Search box on the right of the screen. You can choose for your search results to only show you organic, gluten free, vegan or Fairtrade products.

If you select one of these filters, then the filter will apply to all future searches that you make until you deselect the filter.

The filters will only apply to search results, they will not be applied to product lists viewed through the various shop category lists.

If you are logged into the website your filters will be remembered and saved for future visits.

You can also use the Advanced Search feature to enter the name of a particular brand and see all the products from that brand that you can buy from Real Foods.

Can't find a product?

If there is something that you would like to buy but you can’t find it on our site, please contact us by email giving as much detail as you can and we will try to find the product for you.

We update our product and stock listings daily, so please check back in.

Stock is allocated to orders on a 'first come first served' basis so it is possible that an item has been sold out when we process your order even though there was stock available when you placed your order. Rest assured that we will email you details of any products that we have sold out of. By the time you receive the email, the product will already be in our supply chain.

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QUESTION – What does the 7 day delivery flag mean? (Sold out items)

The 7 day flag (or 3 and 4 day flags) indicates that the item has sold out and so is not currently available for us to pick and add to your order. We will however have ordered this from the supplier and so, in normal circumstances, we would expect the product to become available within 7 days (or 3 days or 4 days depending on the flag).

If this is not the case for any reason, we will contact you with further details.

Please note that it is possible for an item to sell out between you placing an order and our picking the order, so the absence of a flag on the website does not guarantee that we will be able to dispatch the item the following day.

How long does it take for unavailable items to become available?

Most items will be sourced by us and be ready for dispatch within 7 days, while some things can be ready for dispatch within 3 or 4 days. If for some reason it is going to take longer than 7 days we will contact you with further details.

Please note that sometimes our suppliers have also sold out of popular items. If this is the case we will immediately do our best to source the item from an alternative supplier. However, there may be occasions when certain items are simply not available anywhere in which case we will let you know, cancel the item from your order and send you the rest of the order.

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QUESTION - Will I get confirmation of my order? (How do I know that you received my order?)

Once you have placed your order you will see an order confirmation screen thanking you for your purchase. You will also be sent a confirmation email with the details for your records. This email does not, however, indicate that your order has begun to be processed. If an item you have ordered has sold out, we will let you know the following day.

Once we have processed your order you will receive a second email from us detailing what has been processed and what we will be sending. You will also an email from the transaction provider, YesPay confirming that payment has been taken from your card. When the order has been dispatched we will email again telling you the parcel tracking reference number and the courier company that will be delivering it. By visiting the courier's website this tracking number will show the progress of your delivery.

Please note that items weighing less than 2kg are sent by Royal Mail and are untracked.

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QUESTION - Can I change my order after placing it?

We can accept amendments to orders by phone or email.

Unfortunately once an order has been packed we are unable to make any amendments or additions to the items on it.


Your order will be processed and you will receive an email as soon as it has been dispatched. Upon delivery, if any items are unsuitable, please follow the returns instructions here.

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QUESTION - Why has my order been cancelled?

The most common reason we for having to cancel an entire order is that a product is not currently in stock and the supplier of the goods cannot provide us with them in a reasonable timescale. We will always let you know if there is to be a delay or if we have had to cancel an order.

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QUESTION - Can I cancel my order?

We will try our best to cancel your order, however, please be aware that we can only cancel if it has not left the building. You can either cancel your entire order or individual items.

If you no longer want the products you have ordered, you will need to cancel your order. This is very simple and straightforward. Email the address below with the following information and we will process your cancellation promptly.

(Please note that cancellation can only be accepted prior to dispatch. If you want to cancel your order after this, you will need to follow our Returns procedure. Payments will still be processed under these circumstances.)

Information Required:

  • Full Name
  • Order Number

Email Address: webshop@realfoods.co.uk

If you cancel prior to dispatch and you have paid by credit or debit cards, your payment will be cancelled. No money will be taken and you will see no transaction on your bank statement.

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QUESTION - Do you send substitutes for sold out items?

When you go through checkout you can tick a box that tells us that you would like us to offer you substitutes for sold out items. If you have ticked this box then our web team will contact you to discuss possible alternatives with you.

If you leave this box un-ticked then we will hold the order for up to 7 days as the items are likely to be in our supply chain.

If you would prefer us to send the order without waiting please contact our web team.

 

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Payment

QUESTION - What payment options are accepted? (How do I pay?)

The Payment page used at Real Foods is secure and you can safely enter your card details to pay for your order. We accept the following methods of payment: VISA, VISA Debit, MasterCard, VISA Electron, Maestro, and Solo cards. We do not currently accept PayPal or American Express.

Please enter the card details. The site will recognise if it is an accepted card type.

To maintain security and prevent fraud all credit and debit cardholders are subject to validation and authorisation by both us and the card issuer. Internet Fraud is Illegal and perpetrators will be prosecuted in all cases.

Please ensure that the billing address details exactly match those entered on the card statement of the card you are using. The biggest cause of card payments failing is inaccuracies in billing address details, so care should be taken please.

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QUESTION - When will I be charged?

When you place an order with Real Foods you are authorising us to take a payment from your card for the full total of the order. That authorisation involves your bank reserving funds from your account against the future settlement. 

This money is not received by Real Foods at the time the order is placed, it is merely 'ring fenced' by your bank in view of the fact that you have authorised Real Foods to take a payment from your account.

Once your order is ready to be packed we will take payment for the goods that are being sent to you. If we have had to cancel any items from your order due to them having sold out and being unavailable, the money we take will be less than the amount of the original order. If you have requested an item be added to your order, the amount taken will be more than the original order.

For further clarification please contact your bank for details.

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QUESTION - How do I enter a promotional (or gift voucher) code? (Can I use a Real Foods gift voucher online?)

Promotional Codes

From time to time Real Foods will send out emails and newsletters which include an offer code you can use when you place an order.

After you have entered your card details, just below this you will find a box headed 'Promotional Discount Code'. Please enter your code in this box and press [Enter Code]. If your order meets the criteria set out in the email for the offer then it will be added to your basket.

If the offer does not appear to have worked please check that you have met the criteria for the offer detailed in the email, then use the [Clear All Promotion Codes] to clear the box and enter the code carefully again before clicking [Enter Code].

Online Gift Vouchers (Received by email)

If you have an online gift voucher then the code you receive in the gift voucher email should be entered into the Gift Voucher box just below the Promotional Discount Code box. We recommend that you use the copy and paste function to ensure that the code you use is identical to the code in the gift voucher.

Highlight the code by clicking the mouse on the first letter. Holding the left button of the mouse down, drag along the code with the mouse arrow. When the last letter of the code has been highlighted remove your finger from the left button of the mouse. On the keyboard hold down [Ctrl] and press [C]. (This copies the code to your computer's memory).

(If you do not use a mouse please refer to your computer's copy & paste instructions.)

Now go to the checkout page on our website and click on the gift voucher box. Hold down [Ctrl] and press [V]. This will paste the code from the computer's memory into the gift voucher box.

Now click [Enter Code] and the gift voucher will be deducted from your order.

If the total of your order is less than the value of the gift voucher, then the unused part of the gift voucher will remain on the voucher and can be used against your next order.

If the total of your order is more than the value of the gift voucher, then your card will be charged for the balance of the order when we dispatch it.

Online gift vouchers can be purchased here.

Printed Gift Vouchers (Received through the post)

Real Foods also sells printed gift vouchers which can be used in either of our Edinburgh stores. These can also be bought on line here

Please be aware that these gift vouchers are not interchangeable, vouchers for the stores cannot be used online and online vouchers cannot be used in our stores.

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Is there a discount for ordering bulk?

Some of our products are available to buy in multiples. These attracked a 10% discount. Items that can be bought in multiples like this will have the number you have to buy and the price you will pay highlighted on the product list and on the product page.

Other products are available to buy in sacks of boxes - these will be clearly marked as Wholesale Prices. If you buy 2 or 3 sacks or boxes of the same product you will receive an additional 5% discount. Buy 4 or more sacks or boxes and you will receive an additional 10% discount.

Please note that items bought as wholesale items attract a delivery charge of £4.95 per box or sack even if the order is over £29.

 

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Can I use my OAP/Student/Early Bird discount?

These discounts are only for use in our Edinburgh stores. Our web shop offers the same discounted products each week as the store do plus free delivery for all orders over £29.

Discounts for buying in bulk are also available.

 

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QUESTION - What about VAT?

All our prices are inclusive of VAT where it is applicable. Many of the things we sell are zero rated and are therefore free of VAT.

All delivery charges are subject to VAT regardless of the carrier.

All orders will be sent with a valid VAT invoice which includes a VAT analysis and Real Foods VAT registration number.

VAT will automatically be excluded from the prices on international orders providing that you are logged in and have provided a billing address outside the UK.

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Delivery of Your Order

QUESTION – Where do we deliver? (Do you deliver to my area? Do you deliver overseas?)

 

Delivery Areas:
UK (Mainland England and Wales)
UK (Channel Islands)
UK (Scottish Islands)
UK (Northern Island, Isle of Man, Isles of Scilly)
UK (Isle of Wight)
UK (Scottish Highlands)
UK (Scottish Lowlands)
UK (Isle of Skye)
Republic Of Ireland
Denmark, Luxemburg, Netherlands
France, Belgium, Germany
Italy, Spain, Portugal, Greece
Rest Of Europe
USA, Canada
Far East, Australia & New Zealand
Rest Of The World

If your country or region does not appear here please contact Customer Service Team.

We are sorry but we are currently unable to send items to Russia.

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QUESTION - How much will my delivery cost?

Current UK delivery options:

FREE UK Delivery

Receive FREE standard UK Delivery when you spend over £29 (applies to mainland UK addresses and excludes delivery of bulk units).

Following dispatch of your order, most parcels will arrive within 24 hours (excludes Fridays, Saturdays and Bank Holiday Weekends). Some exceptions are: overseas addresses or addresses in certain rural areas. Rural deliveries occasionally involve an additional carrier, such as Royal Mail, and may result in a 48 hour delivery (excludes Fridays, Saturdays and Bank Holiday Weekends).

Charged UK Delivery

Orders under the free delivery threshold will be charged by weight. The delivery cost will be calculated when you Checkout. Additionally, you can update your delivery address in Your Account before shopping.

Bulk UK Delivery

These are clearly labelled as "Wholesale" in the shop and incur a £4.95 charge per unit.

Current International delivery options:

International deliveries are calculated on a volumetric basis. This is determined by the weight, width, height and length of the parcel. For this reason the delivery charge quoted at Checkout is an estimate. If it appears, when your parcel is packed, that the estimate is an over or underestimate of the true cost, we will contact you.

We work with a broker to find the international delivery carrier and we will quote you the cheapest delivery option.

International delivery takes between approximately four and seven working days following dispatch of the parcel.

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QUESTION - When will my order be delivered? (How long do I have to wait for delivery?)

Orders placed before midnight Monday to Thursday will be picked overnight and usually packed the next day. Dispatch will be in the afternoon and all deliveries are dispatched on a 24 hour service.

Orders placed between midnight Thursday and midnight Sunday will be picked over the weekend and packed on Monday. Dispatch will be on the Monday afternoon and all deliveries are dispatched on a 24 hour service.

If any of your items are unavailable, we will send an email giving you details. Most products will arrive with us within 7 days. If we have any difficulties we will contact you to discuss the problems and possible solutions.

Please note: Orders containing fresh fruit and vegetables are picked and sent on Tuesdays, Wednesdays and Thursdays for delivery the next day. 

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QUESTION - Can I track my order?

You can track the progress of your order using a unique tracking reference number. We will email this to you when the parcel has been dispatched.

Accurate information about where your parcel is can be obtained from the courier’s website by entering this unique number.

For further information you can also email our Customer Service Team team who will look into this for you.

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QUESTION -What should I do if something is missing from my order?

If you have ordered bulk items, you have paid delivery per unit and for that reason sometimes your goods will be delivered on different dates. We will always endeavour to let you know by email if this is the case.

Where we have not been able to obtain a sold out item that is not a bulk unit, we kindly ask that you add this to your next order.

If the delivery note says an item should be in your parcel but it isn't, please contact us letting us know which item(s) are missing.

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QUESTION – What should I do if my parcel is damaged?

Damaged Items

Your parcel will be packed as carefully as possible but damages can occur when couriers transport the goods. You have the right to refuse a parcel if it appears damaged.

When you accept a damaged parcel you take on certain obligations:

  • To record any damage and provide photo evidence of the specific damage.
  • To make a member of the webshop team aware of which item/s were lost to damage, and their value.

Please contact the Customer Service Team as soon as possible with a clear photo of each damaged item, and an account of what proportion of each was lost to damage (e.g. 50g of Plums or two out of eight Bananas’).

If you call or email us we will always do our utmost to help.   

Damages - Refund of Payment                                                     

When photos have been received and it is clear what was lost to damage, we will gladly process your refund.

Debit/Credit Card Payments

The refund will be applied to the card used for payment of the amount of the products returned. Refunds cannot be processed to any alternative cards and no cheque payments will be made for items paid for by cards.

Replacement of Products

If you have requested a replacement for an unwanted or damaged product, the replacement will be sent after we have collected the original product. We are unable to send out the replacement until we have booked the original items' return.

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QUESTION - Do I have to be at home when the delivery arrives?

The best way to ensure that you receive your order safely and can report any problems quickly is for someone to be at home to receive the parcel from the courier. Alternatively, many people have their order delivered to their workplace. Whilst the billing address must match your card details, the delivery address can be anywhere you specify.

If you have a secure place where you would like the parcel to be left, or a neighbour who will take responsibility for receiving the package, please enter the details in the 'Delivery Instructions' box when you place your order.

Please be aware that Real Foods cannot accept responsibility for missing/non-delivered parcels if you have asked for a package to be left outside and it has subsequently disappeared.

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QUESTION - Can I have deliveries at the weekend or in the evenings or at a specific time?

In exceptional circumstances it may be possible to arrange a Saturday delivery. This will attract an additional delivery charge which you will be asked to pay. (This will apply even if your order passes our free delivery threshold).

All deliveries are during a working day and unfortunately it is not possible to specify a delivery time at present.

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QUESTION - I've not received my parcel yet the status is dispatched? (My order is dispatched – where is it?)

If our courier was unable to reach you when they tried to deliver your goods, they may have delivered the parcel to one of your neighbours. The same applies for goods sent by Royal Mail. You should have received a card from the courier explaining this has happened. If having tried your neighbours your parcel is still missing, please use the tracking number we have sent you by email. If the carrier was Royal Mail there is no tracking number and so they will hold the parcel at the local Post Office or the sorting office. If for some reason this fails, please contact our Customer Service Team and we will go through your options.

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QUESTION - Why has my order not been delivered and returned to you? (Why has my order been returned to you rather than delivered?)

The most common reason for this is because the courier attempted delivery and was unable to obtain a signature for delivery. You can check the reason by following the tracking link that was emailed to you in your dispatch confirmation email.

Orders returned back to us as damaged are generally refunded. If the reason the parcel has been returned is that delivery was attempted but was not collected, we may be able to resend the parcel out to you. Further postage charges may apply.

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Returns and Refunds

QUESTION - Can I return something I am not happy with?

Yes.

If you are unhappy with your products and it has been less than 28 days since you received your order, we will accept return of the goods and will refund the cost of the returned items providing that the goods are unopened and the seals are intact.

If you have had an adverse reaction to the product, please contact our Customer Service Team before returning it. 

Our Conditions

To receive a refund it is critical that you can answer YES to all of these questions:

  • All of the products are unopened, unused and the seals fully intact?
  • Are the items in your possession?
  • Are all of the products in their original undamaged packaging?
  • Did you order the items less than 28 days ago?

Shipping costs on returns

For all goods returned where there is no fault with the goods, the entire shipping costs pertaining to the return will be borne by the customer.

Shipping costs for goods returned by couriers due to failed delivery attempt(s)/non collection of goods by the customer at the courier depot will be borne by the customer.

Our Procedure

It is very important to follow the returns procedure. It will help us process your request faster and ensure that we can refund your money as soon as possible.

Returns Label and Mandate

Please click the link below to download our returns mandate. Please ensure you complete the Mandate and return it back to us with the products. An incomplete mandate may delay the refund.   

PDFDownload the Returns Mandate

(Having trouble downloading this link? Download Adobe's free PDF reader here.)

Packaging the Items

Re-pack all of the items you want to return into the original box, packing with the filler provided to ensure that the items are protected in transit. Re-seal the box well with tape and stick the returns label with the Returns Number over the original postal address label on the box.

If you no longer have the original packaging materials, please use an appropriate substitute and ensure that the items are packed with suitable filler to protect them.

Please note that any items that are damaged in transit will be ineligible for a refund. It is therefore important that you take great care in packing all of the items. Jiffy bags or envelopes do not provide adequate protection.

Posting the Items

The parcel must be sent back to us via Royal Mail 1st Class Recorded Delivery. We cannot be held responsible for items lost or delayed in the postal system. It is critical that you obtain Proof of Postage.

Please send any returns to the following address:

Return Address

Real Foods Web Shop

37 Broughton Street
Edinburgh
EH1 3JU

Receipt of Items

When the parcel is received by us, you will be sent an email letting you know your items have been returned. We will then process the parcel and confirm that each of the items is in the same condition they were when dispatched. They must all comply with the following rules:

  • All of the products are in their original undamaged packaging.
  • All of the products are unopened, unused and the seals fully intact.

Please note that any items that do not comply with the above rules will be ineligible for a refund.

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QUESTION - When will I get my refund?

If you have returned items to us, then as soon as we have confirmed that the items are in good condition we will process the refund. Your refund will be processed electronically on the same card that payment was taken from.

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QUESTION - Why have I been refunded for an item instead of exchanged? (Why did I get a refund rather than a replacement?)

You will receive a refund if we are unable to provide a suitable replacement for an item.

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Your Account

QUESTION - How do I create or change my password?

For your account security you will be asked to set up a password to your account. We recommend that your password should be at least 10 characters long and should contain upper and lower case letters and at least one punctuation mark.

For tips on strong passwords you can read our advice here.

You will also be asked to provide a secret question and answer which can be used to prompt you if you are unable to remember your password.

If you are unable to remember your password you can reset it yourself online here. We will email you a new password. Please allow at least thirty minutes and remember to check your Spam folder.

Once you receive the email you can login using your user name and the password contained in the email. We recommend that you use the copy and paste function on your computer to transfer the password from the email to the website:

Highlight the password by clicking the mouse on the first letter. Holding the left button of the mouse down, drag along the password with the mouse arrow. When the least letter of the password has been highlighted remove your finger from the left button of the mouse. On the keyboard hold down [Ctrl] and press [C]. (This copies the password to your computer's memory).

Now go to the website login and enter your user name. Click on the password box. Hold down [Ctrl] and press [V]. This will paste the password from the computer's memory into the password box.

Press [RETURN]. The website will log you in.

At this point please go to Your Account and change the password for a memorable one of your choice.

Please note that, to enhance security, your password is known only to you - it is not possible for staff at Real Foods to see it at any time.

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QUESTION - Are my card details secure?

You can shop at Real Foods secure in the knowledge that your details are safe. To enhance security we do not hold any card details that you submit to us. You will therefore need to enter your card details each time you order with us.

The Real Foods website is licensed as a secure shop with 256-bit encryption. This means that your card details are encrypted as soon as you enter them and can only be read by our payment service provider - not by any Real Foods staff.

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QUESTION - Can I repeat my last order? (Is there a list of products I usually buy?)

By logging into the Real Foods website and going to 'Your Account' (use the tab on the right of the screen) you can view your past orders with Real Foods. Click on the ‘Order History' box to view.

You can then repeat any of your past orders by clicking on the [Repeat Order] button at the top of the list of products.

Alternatively you may select products from your past orders to add to your basket by clicking the [Add] buttons next to those items.

If you want to see a list of all the products you have bought from us then you should choose the 'My Favourites' box from your account page, or click on the 'My Favourite' link in your basket.

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QUESTION - Can I see more products on one screen?

There are various ways in which you can change the way the products are displayed on screen. This is done by using the filters at the top of any product list:

Switch off images: Checking this box will remove all images from the display.

Products per page:            Use the drop down arrow to select the number of products you want to display on each page.

Sort by:              Use the drop down arrow to choose the order you would like to sort the products in.

Toggle grid/list display:  Check this box if you would like the list of products displayed in a grid rather than a list.

You will only have to make these choices once. The site will remember your preferences for all product lists. You can change them again anytime you wish.  

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QUESTION - I've forgotten my login details. What can I do?

When you want to shop with us or access your account, we ask you to log in. If you find that your username or password is not recognised, please make sure you are using the same username and password that you used when you registered with us.

If you can't remember your password, select the "I forgot my Password" box on the log-in page, answer the security question and we will email you a new temporary password.

You can change your password or email address at any time just by logging in to My Account.

If you still have problems logging in to your account, please contact us.

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QUESTION - My account won't work can I order by phone?

We are very happy to work with you to resolve any problems that you may be experiencing with shopping on line. However, we are unfortunately not able to take orders for our webshop over the phone.

 

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QUESTION - Can I change my email address?

You can change your email address at any time by logging into the site and going to 'Your Account' (highlighted in orange at the top right of the page).

From here select 'User Profile’. From this page you are able to change the personal details on your account including your email address.

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QUESTION - Can I change my user name?

Once you have registered with us and created a user name it is not possible to change that user name.

Please make sure that you choose a memorable user name when you first create your account. If you have forgotten your user name then it may be possible for the customer service staff to retrieve it for you if you provide them with your email address. Please contact us.

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QUESTION - Can I change my delivery and/or billing address?

You can change your delivery or billing address at any time by logging into the site and going to 'Your Account' (highlighted in orange at the top right of the page).

From here select 'User Profile’. From this page you are able to change the personal details on your account including your address.

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QUESTION - Why should I fill in my interests?

Filling in your interests will enable us to send you details of any relevant offers that we may be able to make to you.

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QUESTION - Can I unsubscribe from newsletters and other promotional emails?

You can unsubscribe from emails and newsletters at any time by logging into the site and going to 'Your Account' (highlighted in orange at the top right of the page).

From here select 'User Profile’. From this page you are able to check the boxes which will ensure that you no longer receive promotional emails or newsletters.

Please note that you will still continue to receive emails that relate to your order. It is not possible to stop these.

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QUESTION - What is a strong password?

Tips for strong passwords

Keys to password strength: length and complexity

An ideal password is long and has letters, punctuation, symbols, and numbers.

  • Whenever possible, use at least 10 characters
  • The greater the variety of characters in your password, the better
  • Use non-alpha-numeric characters (e.g. punctuation marks) not just the letters and numbers

Protect your passwords from prying eyes

The easiest way to "remember" passwords is to write them down. It is okay to write passwords down, but keep them secure.

Common password pitfalls to avoid

Cyber criminals use sophisticated tools that can rapidly decipher passwords.

Avoid creating passwords using:

  • Dictionary words in any language
  • Words spelled backwards, common misspellings, and abbreviations
  • Sequences or repeated characters. Examples: 12345678, 222222, abcdefg, or adjacent letters on your keyboard (qwerty)
  • Personal information. Your name, birthday, driver's license, passport number, or similar information

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Other

QUESTION – What do the emails I receive mean?

It is very important to us that you are kept fully informed of the status of your order. We do this by sending Order Status emails. There are several emails that you could receive and they are all explained in greater detail below.

Order Confirmation

When you place an order you will receive an email with full details of the order including the products you have ordered, the total cost, the billing address and the delivery address. This email is just to let you know that we have received your order and that we will now be processing the order. If anything is incorrect, please contact us as soon as possible.

Important Information About Your Real Foods Order

Overnight your order will be picked and an order box created for you. If, due to unexpectedly high demand, we have sold out of any of the products you ordered, you may receive an email to let you know that we are awaiting stock. We will have ordered the missing items from our suppliers and will be expecting to receive them within 3 - 7 days. Your order will then be dispatched.

If you have asked us to provide substitutes or send the order without waiting for missing items then we will do so.

Part Dispatch

If we have most of your order but are still awaiting a delivery of a wholesale unit (a sack or box) then we may dispatch part of your order first. The delivery invoice inside your package will let you know which of your items you should be receiving.

Dispatch

When we have packaged and posted your items, you will receive an email confirming that your items are on their way. You may be given a tracking reference number that you can use on the courier's website to find your order if it is not delivered within the expected time scales. See our Delivery section for full details.

Returned

If you have returned items to us, you will receive a confirmation email when we have received them. At this point we will check that all of our conditions have been fulfilled and that the returned items are in their original packing and good general condition. We will then process any refunds necessary.

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QUESTION – I am having problems receiving your emails. What do I do?

Add to Safe Sender List

By adding our email address to your safe sender list, this will enable you to receive our emails into your Inbox and reduces the chances of having problems receiving emails from us.

Each ISP (Internet Service Provider) has spam filters which keep both white listed addresses and blacklisted addresses. If an address is on an individual's white list then mail from the specific sender will be allowed.

To ensure you receive all of our emails please make sure you add webshop@realfoods.co.uk to your address book.

To ensure that you receive our emails please follow the instructions below for your specific ISP.

Hotmail

1.Open the email.

2.Click "Options" (at the top right hand corner of the screen) then "More Options" at the bottom of the dropdown list.

3.Select "Safe and Blocked senders" then click "Safe Senders"

4.Copy and paste webshop@realfoods.co.uk into the box provided and click "add to list"

5.Our email address has been successfully added to your safe sender list

Microsoft Office Outlook 2003

1.Open the email.

2.On the toolbar click "Actions"

3.Select "Junk Email" from the drop down menu.

4.Select "Add sender to safe senders list".

5.A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm.

6.The email address has now been entered into your Outlook contacts list.

Yahoo!

1.Open the email.

2.Click the "Add" button next to our email address.

3.If not there already copy and paste webshop@realfoods.co.uk into the email field and click "Save".

4.A dialogue box may appear with the words "Contact was Added" beside a green tick. Click OK to close the dialogue box.

5.The email address has now been entered into your Yahoo! address book.

Microsoft Office Outlook 2007

1. Open the email.

2. On the tools menu click "Options"

3. On the Preferences tab under Email click Junk Email

4. Click the Safe Senders or Safe Recipients tab and select Add

5. In the Enter an e-mail address or Internet domain name to be added to the list box copy and paste webshop@realfoods.co.uk and click OK.

6. The email address has now been added to your Contacts list.

AOL Mail

1. Open the email.

2. Hover over the From address to give a small dropdown. Select "Add contact".

3. If the email address does not appear in the email field copy and paste webshop@realfoods.co.uk into the box provided. Click Add contact to confirm.

4. The email address has now been added to your Contacts list.

Google Mail

1. Open the email.

2. Click on the "More options" link next to the date.

3. Click on "Add sender to Contacts list" in the options.

4. The email address has now been entered into your Gmail contacts list.

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QUESTION – How do I know your products are organic?

We take pride in the quality of our products and are careful to source goods we know are certified by the Soil Association or, in the case of products sourced from overseas, certified by that country's equivalent.

We are licensed by the Soil Association to pack and sell organic products. This licence is renewed each year and is supported by an annual inspection by the Soil Association who confirm all the products sold under the Real Foods Organic label can be traced back to genuine, certified organic growers.

To find a copy of our license, our trading schedule and more information please follow this link to our Soil Association page.

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QUESTION – You don’t supply a product I would really like. How can I get this listed?

If there is a particular product that we do not stock but you would like to see listed please contact Web Product Manager with details.

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QUESTION - How do I become a Real Foods supplier?

For marketing or product supply proposals please contact our Web Product Manager with product and pricing details. Real Foods is always interested in new and exciting ingredients, particularly local, ethical and organic produce, we focus on vegetarian products.

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QUESTION - I'm having problems with a page on the site. What do I do?

If you are experiencing any technical difficulties while using our site, please email our Customer Service Team

To help us look into your problem please try to include as many of the following details as possible:

Browser (Internet Explorer 6/7/8/9, Chrome, Firefox, Safari, iOS device, Android device etc)

What page or category you were trying to access (e.g. product buy page, product listing page, login, basket etc)

When the problem occurred

Any error message that appeared on the screen at the time

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QUESTION - I haven't found the answer to my question. What can I do? (Help, my question is not here?)

For queries relating to online orders or information on the website, or if we haven't managed to answer your question, please contact our Customer Service Team.

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QUESTION - What is Click & Collect ?

Real Foods’ Click and Collect service is great for customers who wish to pick up their goods in either of our Edinburgh stores without having to find the products they need and waiting to have their shopping put through the till points.

 

QUESTION - Can I pickup my Click &Collect order at either of the Edinburgh stores?

Customers can choose at checkout in the online process to have the order available at either our Broughton Street or Tollcross store. There is no charge for the service.

 

QUESTION - Can I add fruit and veg to a Click & Collect order?

Sorry, but we currently cannot offer fresh fruit and vegetables or chilled items for click & collect, but you are welcome to purchase these items separately in our stores when you come to collect anything else you might have ordered.

 

QUESTION - How will I know when my Click & Collect order is ready for pickup?

We will email you to keep you advised of the progress of your order, and when it is available for collection we will confirm details of the chosen store address and opening times. Once your order is ready for collection, you have 28 days in which to collect your order, after which we will return any uncollected orders to our stock system.Top Button

 

QUESTION - How long does a Click & Collect order take?

At checkout you are offered an option to send immediately, which means if any of the items you have ordered are out of stock, we’ll cancel them from the order and prepare it for collection the next day. Alternatively, if you are happy to wait, we will hold the order for up to 7 days to allow any outstanding items ordered to be included.Top Button

 

QUESTION - Do I need to bring ID or bags to collect my order?

When you receive email notification that your order is ready to collect, please bring a copy of your email, either printed or displayed on your smart phone so that we can give you your order. Alternatively we can accept proof of identity with your order number to collect it. All Click & Collect orders are packed in boxes as standard so if you prefer to use your own bags, please tell us when you collect and we can remove your order from the box so that you can more easily take it away and we’ll recycle the packaging for you.