If you cannot find the answer you are looking below please get in touch with any other questions you may have using our Contact page .
Placing Your Order
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.
Create an Account >>>
To shop online you will need to have a valid email address, a phone number and the ability to pay by either debit or credit card.
Find what you want to buy >>>
You can look at the range of products by clicking on departments, or use the search bar to find the item you are looking for. You can filter the results on the left-hand side of the screen. You can filter by brand, diet type (for example vegan, organic or certified gluten free) and by the department.
1) By category >>>
On the home page of the shop, click on one of the pictures in the centre of the screen or by the menu tabs along the top. You will be presented with a list of sections. Click on one to browse the product list.
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 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
If you would like more information on a product or think anything is wrong with the product details, please use the contact box on the product page to ask any questions. Or email [email protected]
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 'Favourites' which can be found by clicking the link at the top-right of any pages in the webshop. Note that to use Favourites you will need to be logged in. You can also find your previous orders from [Order History]. 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. Find Favourites here.
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 on your basket confirming how many items are in it. Your basket can be accessed at the top-right of the screen
Checkout>>>
When you have finished shopping you will need to checkout - click the [Proceed to Checkout] button when you have finished viewing the basket. (If you have not previously registered with us you will be prompted to do so. You will not be able to continue without registering an account or proceeding as a guest checkout.)
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 Edit Your Basket button. To change your basket you must then amend that page. To change delivery or billing details, simply press Checkout again and it will take you through the delivery page.
2) Payment method>>>
We accept all major debit and credit cards with the exception of American Express. You can also use 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 )
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 22:00 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 "Out of Stock" email letting you know. You can access your order from the email to let us know if you would like the order sent immediately or held for all items.
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 and 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 weekday our couriers collect all parcels. Each parcel is sent using a 24 or 48-hour courier delivery service within the UK. Couriers will make 2 attempts at delivery and then leave a note letting you know where the parcel is. 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.
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 section. 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.
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.Account section . If you need to change your delivery address, simply click the link to enter a new address within your User Profile . You must be logged in to access these.
How do I find the products I want?
To find products on our site you can use the search box, in the middle near the top of the screen, or enter relevant departments to look for items."This item is only available in our high street shops" or "We're sorry this item is currently unavailable " everything on our website is available to purchase online.Pre-Order now for dispatch after XXXX date are products which have sold out due to exceptional demand - the date will indicate the day we expect these goods to be delivered to us. If you place an order for an item with a dispatch date we will hold your order until we receive it that item.
Filter Your Search>>>
There are two ways to filter your search lists:
1) Filter a department>>>
Click on the department you would like to view. All departments can be viewed from the menu drop-down along the top of the page below the search field. Popular departments are also linked from the home page icons.
2) Filter your search results>>>
Search for the item you wish - using the search field at the top of the page.
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. Or use the "Request a product" contact form at the bottom of the homepage.
Why does it say "Pre-Order now for dispatch after XXXX date"?
Some products will say "Pre-Order now for dispatch after XXXX date ". This 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 in normal circumstances, we would expect the product to become available by the date shown.
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.
How do I enter a promotional or gift voucher code?
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.
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.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 online here
How do I redeem my Cherry Points?
200 Cherry points are worth a £1.00 discount. If you have enough Cherry points for at least a £1.00 discount, on the checkout page you will see an option "Spend Cherry points". It will display your Cherry points balance and how much they are worth. Cherry points must be redeemed in multiples of £1.00. When redeeming points customers can only spend up to whichever is the lower value: either their Cherry points balance or 50% of the value of products in their shopping basket. Cherry points can only be spent on products, not on any delivery charges. Cherry points can't be redeemed on orders of gift vouchers. Cherry points cannot be redeemed at the same time as spending gift vouchers or redeeming promotional codes.
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.
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.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 online here
How do I 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.
Create an Account >>>
To shop online you will need to have a valid email address, a phone number and the ability to pay by either debit or credit card.
Find what you want to buy >>>
You can look at the range of products by clicking on departments, or use the search bar to find the item you are looking for. You can filter the results on the left-hand side of the screen. You can filter by brand, diet type (for example vegan, organic or certified gluten free) and by the department.
1) By category >>>
On the home page of the shop, click on one of the pictures in the centre of the screen or by the menu tabs along the top. You will be presented with a list of sections. Click on one to browse the product list.
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 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
If you would like more information on a product or think anything is wrong with the product details, please use the contact box on the product page to ask any questions. Or email [email protected]
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 'Favourites' which can be found by clicking the link at the top-right of any pages in the webshop. Note that to use Favourites you will need to be logged in. You can also find your previous orders from [Order History]. 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. Find Favourites here.
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 on your basket confirming how many items are in it. Your basket can be accessed at the top-right of the screen
Checkout>>>
When you have finished shopping you will need to checkout - click the [Proceed to Checkout] button when you have finished viewing the basket. (If you have not previously registered with us you will be prompted to do so. You will not be able to continue without registering an account or proceeding as a guest checkout.)
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 Edit Your Basket button. To change your basket you must then amend that page. To change delivery or billing details, simply press Checkout again and it will take you through the delivery page.
2) Payment method>>>
We accept all major debit and credit cards with the exception of American Express. You can also use 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 )
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 22:00 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 "Out of Stock" email letting you know. You can access your order from the email to let us know if you would like the order sent immediately or held for all items.
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 and 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 weekday our couriers collect all parcels. Each parcel is sent using a 24 or 48-hour courier delivery service within the UK. Couriers will make 2 attempts at delivery and then leave a note letting you know where the parcel is. 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.
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 section. 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.
How do I pay for my order?
The Payment page used at Real Foods is secure and you can safely enter your card details to pay for your order. We accept all major debit and credit cards with the exception of American Express. You can also use PayPal.
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.
Can I change my order after placing it?
We can accept amendments to orders by phone or email. We require a minimum of 24 hours' notice before the parcel is packed and dispatched to ensure changes take effect.Returns Procedure. Please note, perishable items such as bread or fresh fruit and vegetables cannot be returned, we can only accept the return or cancellation of items that are undamaged and in their original packaging.
Payment
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 all major debit and credit cards with the exception of American Express. You can also use PayPal.
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.
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.
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.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 online here
Is there a discount for ordering bulk?
Yes.Wholesale page along with the prices which include the discounts available.
Can I use my OAP/Student/Early Bird discount?
These discounts are only for use in our Edinburgh stores. Our webshop offers the same discounted products each week as the store does plus free delivery on all orders over £49.
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.
Can I request a Saturday Delivery?
Some UK mainland orders are eligible for Saturday delivery for an additional fee. This option will be presented prior to checkout and clearly shown on your order. This charge will be on top of any other delivery fees applied to the order, even if you qualify for free delivery.
Delivery of Your Order
QUESTION – Where do we deliver? (Do you deliver to my area? Do you deliver overseas?)
Delivery Areas: follow this link to our Terms and Conditions .
How much will my delivery cost?
Current UK delivery options (Please see our delivery page for full information.)
FREE UK Delivery
Receive FREE Standard UK Delivery when you spend over £49 (some heavy bulk items incur a delivery surcharge).most parcels will arrive within 24 or 48 hours (excludes Fridays, Saturdays and Bank Holiday Weekends). Some exceptions include overseas addresses or addresses in certain rural areas. Rural deliveries occasionally involve an additional carrier and may result in a 48-hour delivery (this 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.
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.follow this link to our Terms and Conditions
When will my order be delivered? (How long do I have to wait for delivery?)
Orders placed before 22:00 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 or 48-hour service.
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.Customer Service Team team who will look into this for you.
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.
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.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).returns policy.
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 received the original item in the store.
Replacement of Fresh Products
We cannot replace fresh fruit and vegetables due to seasonal availability and size discrepancies. We will only refund any costs to your card and request that you make a new order for any items you wish to buy.
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.
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).
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. 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.
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.
Cancellations, Returns, Refunds and Damaged Goods
Can I return something I am not happy with?
Yes.
Real Foods Extended Returns Policy
To receive a refund it is critical that you can answer YES to all of these questions:
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.
Our Returns 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 Download the Returns Mandate 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.
Posting the Items
The parcel must be sent back to us via 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.Return Address:
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:
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.
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. We cannot provide replacements for fresh fruit and vegetables due to seasonal availability and size issues.
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.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).returns policy.
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 received the original item in the store.
Replacement of Fresh Products
We cannot replace fresh fruit and vegetables due to seasonal availability and size discrepancies. We will only refund any costs to your card and request that you make a new order for any items you wish to buy.
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. We only take payment at dispatch, so the order authorisation is also cancelled and we will not take payment. If you do not have access to the ring-fenced funds, please contact your own bank to expedite.
Can I cancel my order?
We will try our best to cancel your order, however, please be aware that we can only cancel if payment has not been taken. You can either cancel your entire order or individual items.Email Address: [email protected] full cancellation policy.
What is your cancellation policy?
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the "Regulations"), if you are contracting with us as a consumer online or by phone, you have the right to cancel your contract at any time up to 14 calendar days after the day on which you receive the goods or services you ordered. For example, if you receive your order on a Thursday, you have 14 days from Friday to cancel your order with us. To do this you must let us know in writing, which you can do by emailing us at [email protected] returns procedure . Refunds for orders cancelled under the Regulations will be processed in accordance with your statutory rights.Real Foods Extended Returns policy : this does not affect your statutory rights. For a refund or exchange under our goodwill policy, items must be unused, returned in the original packaging and in a re-saleable condition within 30 days of ordering.
Do you send substitutes for sold out items and what is the policy for best before and use-by dates?
Substitutes
If you would like any out of stock items in your order substituted for others, please contact our webteam.
Use-by and Best Before policy
We only accept bulk and wholesale deliveries into our warehouse with at least 3 months' Best Before Date remaining on them, most will have far longer than this. These goods are generally then dispatched within 3 days of our receiving them as we are a busy store with many orders arriving every day.Damaged Goods procedure
Your Account
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.
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.
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.
Can I see more products on one screen?
There are various ways in which you can change the way the products are displayed on the screen. This is done by using the filters at the top of any product list:Products per page: Use the drop-down arrow to select the number of products you want to display on each page. You can choose to have 12, 14, 48 or 72. The more products on the page the longer it will take to load.Sort by: Use the drop-down arrow to choose the order you would like to sort the products in. You can sort by Bestsellers, Brand, Name and Price.Toggle grid/list display: Check this box if you would like the list of products displayed in a list rather than a grid.
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.Password Recovery . It will then ask for your username.Username Recovery . Then enter your email address and follow the instructions in the email.My Account .contact us.
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 online. However, we are unfortunately not able to take orders for our webshop over the phone.
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 ".User Profile ". From this page, you are able to change the personal details on your account including your email address.
Can I change my username?
Once you have registered with us and created a username it is not possible to change that username.contact us.
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).
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.
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).
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.
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.
Other
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.
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 timescales. 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.
I am having problems receiving your emails. What do I do?
Add to Safe Sender ListTo ensure you receive all of our emails please make sure you add [email protected] to your address book.
Hotmail
1. Open the email.[email protected] into the box provided and click "add to list"
Microsoft Office Outlook 2003
1. Open the email.
Yahoo!
1. Open the email.[email protected] into the email field and click "Save".
Microsoft Office Outlook 2007
1. Open the email.[email protected] and click OK.
AOL Mail
1. Open the email.[email protected] into the box provided. Click Add contact to confirm.
Google Mail
1. Open the email.
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.follow this link to our Soil Association page.
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.
How do I become a Real Foods supplier?
For marketing or product supply proposals please contact our Buying Team 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.
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
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.
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.
Can I pick up 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.
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 and Collect, but you are welcome to purchase these items separately in our stores when you come to collect anything else you might have ordered.
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.
How long does a Click & Collect order take?
Orders are picked that night after 22.00. If any item is out of stock, you will receive an email the next day with the option to process immediately, which means 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.
Do I need to bring ID or bags to collect my order?
You will be given the option to bring your own bags or have the order packed in a box when you go through checkout. This choice will be displayed on subsequent emails. When you receive an email notification that your order is ready to collect, please bring a copy of your email, either printed or displayed on your smartphone so that we can give you your order. Alternatively, we can accept proof of identity with your order number to collect it.