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Help: Frequently Asked Questions

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.

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 ready to checkout you will be given 3 options. Existing customer Login. New Customer Login. Guest Account. We always recommend setting up an account as then you can receive our newsletters and special offers.

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.

When you are ready to buy you can click [CHECKOUT] from your basket or at the top-right of the page. If you have not already registered with us, you will be prompted to create an account before you can place the order, you can create a guest account for a one-time purchase or setup a webshop account with us.

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 username 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 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.

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 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.

To return to where you were, use your back button on the browser.

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

You can also use the filter on the left-hand side to filter by department.

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, use the filters on the left-hand side to filter by diet type, department or brand.

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 webshop@realfoods.co.uk for more information.

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

(Note that if you are shopping on a tablet then the basket will only update when you refresh the page.)

When you are happy that your shopping is complete and your details are correct you can click the [Checkout] button. It is next to your basket 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.)

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, at checkout you are transferred via a secure server to the payment gateway server, an encrypted, secure page where you complete your order by providing your credit card details to Sage Pay. If you check "Save your card for future use" then your card details will be stored on the Sage Pay secure site for you to use when you order again. Real Foods staff do not have access to these details at any time. Details will only be accessed when you place subsequent orders.

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

If this is 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 Edit Your 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 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.

There is a section called non-delivery comments below your delivery details. 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 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.

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 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.

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 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.

With the exception of products tagged "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.

Products with a notification 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.

We receive new stock from our suppliers every day so it is possible that an item with a dispatch date 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 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.

Click on the filters on the left of the screen. You can choose for your search results to only show you specific diet types (organic, gluten free, vegan, raw or Fairtrade), only show you specific brands or only show you certain departments.

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 click on "Clear All Filters".

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

2) Filter your search results>>>

Search for the item you wish - using the search field at the top of the page.

Click the filter on the left of the screen. You can choose for your search results to only show you specific diet types (organic, gluten free, vegan, raw or Fairtrade), only show you specific brands or only show you certain departments.

If you select one of these filters, then the filter will apply to all future searches that you make until you deselect the filter. Click on "Clear All Filters" to deselect.

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.

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.

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

All 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.

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.

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 notification 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.

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.

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 on 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 online 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.

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.

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 ready to checkout you will be given 3 options. Existing customer Login. New Customer Login. Guest Account. We always recommend setting up an account as then you can receive our newsletters and special offers.

Create an Account >>>

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.

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

1) By category >>>

2) Quick search >>>

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 webshop@realfoods.co.uk for more information.

Returning Customers>>>

Doing Your Shopping>>>

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.)

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, at checkout you are transferred via a secure server to the payment gateway server,an encrypted, secure page where you complete your order by providing your credit card details to Sage Pay. If you check "Save your card for future use" then your card details will be stored on the Sage Pay secure site for you to use when you order again. Real Foods staff do not have access to these details at any time. Details will only be accessed when you place subsequent orders.

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

If this is 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 Edit Your Basket button.

1) Place your order>>>

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>>>

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>>>

2) Pack Order>>>

3) Dispatch 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 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.

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. 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.

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.

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 our 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?)

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.

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

Promotional Codes>>>

Online Gift Vouchers (Received by email)>>>

Printed Gift Vouchers (Received through the post)>>>

Is there a discount for ordering bulk?

Yes.

We offer 10% discount on full cases of branded products. You will find the number of items in a full case and the price you will pay for the case (including the 10% discount) on the product page.

Certain products are not available in cases, but most are.

Real Foods own brand products can also be bought in wholesales bulk sacks or boxes. You can find details of these products on our Wholesale page along with the prices which include the discounts available.

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.

All discounts will be clearly shown in the basket before checkout.

Please note: All Wholesale prices are ex-store Edinburgh and as such will attract delivery charges even if the order is over £49.

A delivery charge of £3.95 per box or sack will be added to products that weigh less than 2.5kg. This is capped at 3 charges (£11.85)

A delivery charge of £4.95 per box or sack will be added to products that weigh more than 2.5kg.

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.

Discounts on buying in bulk are also available.

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 outside of the EU providing that you are logged in and have provided a billing and delivery address outside the EU.

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.

All customers selecting a Saturday Delivery confirm before the order is placed that they have read the following conditions.

"I am aware that if any items are out of stock, a member of web team staff will be in contact. If no reply is received, the order will be dispatched without the missing items and delivery charges will be updated where applicable. No payment will be taken for the out of stock items, and a new order will need to be placed for these items."

If the courier fails to deliver the goods on time, the delivery fee will be refunded. Please note that this does not apply if the courier is unable to gain access to the property, the address provided is incorrect, or there is no one available to receive the goods when the "Deliver to me only" delivery option has been selected.

Delivery of Your Order

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

Delivery Areas:
UK
Europe

For delivery outside of the UK, please thoroughly check the destination country's customs regulations. VAT and customs charges of the destination country are the customer's responsibility if goods are purchased for delivery outside the UK. For more information please follow this link to our Terms and Conditions.

We are sorry but we are currently unable to send items to destinations outside Europe.

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 (applies to mainland UK addresses and excludes delivery of wholesale units).

Following dispatch of your order, 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.

Wholesale UK Delivery

These are clearly labelled as "Wholesale" in the shop and incur a £4.95 charge per unit over 2.5 kgs, or £3.95 for products under 2.5kgs. Our wholesale range can be found on this page.

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 approximately four to seven working days following dispatch of the parcel.

Please thoroughly check the destination country's customs regulations. VAT and customs charges of the destination country are the customer's responsibility if goods are purchased for delivery outside the UK. For further information please 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.

Orders placed between 22:00 Thursday and 22:00 Sunday will be picked over the weekend and packed on Monday. Dispatch will be on a Monday afternoon and all deliveries are dispatched on a 24 or 48-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.

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.

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.

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
To complete any questionnaires sent from the courier service to confirm further details
To retain any damaged packaging for inspection by the courier

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).

On occasion, items will be slightly damaged but still usable, we may organise a partial refund for these upon receipt of photographic evidence. We will only accept damage claims for fresh and perishable items within 5 days of receipt of the order.
We are only able to offer a 25% refund on dented cans, as it is now accepted that lightly dented cans are not harmful to human health. We reserve the right to decide what constitutes lightly dented. If you wish to return the dented cans for a full refund, please follow our returns policy.
We are unable to offer replacement goods on international deliveries.

After you have reported the damage to us you may receive a questionnaire from our courier to confirm some further details, they may also request an inspection of the damaged packaging. Please retain the packaging until their investigation is complete. Fill in any requested forms and send them back via the Freepost envelope they will provide.

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 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.

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.

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.

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.

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.

Cancellations, Returns, Refunds and Damaged Goods

Can I return something I am not happy with?

Yes.

If you are unhappy with your products and it has been less than 30 days since you received your order, we will accept the return of the goods and will refund the cost of the returned items providing that the goods are unopened and the seals are intact.

This does not apply to fresh and perishable foods

Real Foods Extended Returns Policy

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 30 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.

If incorrect goods have been supplied, we will arrange collection for them at our own cost. If you are aware the goods are incorrect please refuse to accept delivery of the parcel. Otherwise, please notify us immediately and a collection will be arranged as soon as is mutually convenient. We reserve the right to charge for additional collections if the goods are unavailable at the arranged time.

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

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.

Download 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 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.

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

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

Replacement of Products

Replacement of Fresh Products

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.

If you wish to cancel your order or items on it, email us with the following information and we will process your cancellation promptly.

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.

Once payment has been taken, your order is already on its way to you and we won't be able to stop it. Many items can be returned free of charge if you decide you don't want them. Click here for our 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 webshop@realfoods.co.uk with your order number. Please follow our returns procedure. Refunds for orders cancelled under the Regulations will be processed in accordance with your statutory rights.

You must take good care of the items while they are in your possession and they must be returned to us or collection arrangements must be made as soon as possible at your cost.

This is not intended to be a full statement of your rights under the Regulations. Full details of your rights are available from a Citizen's Advice Bureau or a Local Authority Trading Standards Office. The Regulations do not apply to flowers and plants, fresh fruit and vegetables, or perishable items.

If an order for perishable food is not collected/accepted or is cancelled, we reserve the right to retain all or part of your payment to cover costs incurred by Real Foods. Perishable food includes fresh fruit and vegetables and items with a short time-frame to remain fresh.

If an order for bespoke items is not collected/accepted or is cancelled, we reserve the right to retain your payment to cover costs incurred by Real Foods. Bespoke items are items you have specifically requested we pack, make or source.

We reserve the right to cancel any order if, for whatever reason, we are unable to source goods within 30 days of the order being placed. We will always notify you and we only take payment when goods are packed and dispatched.

Some items (fresh and perishable) are excluded from the 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.

If you do not contact us, 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 click the send my order now button on your order page, or in the out of stock email.

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.

We check all of our products carefully before dispatch to ensure they have a minimum of 2 months' Best Before Date.

Fresh and shorter dated items should be clearly noted that they are such on the product page. These products should be used immediately or by the Use-By date noted.

On the rare occasion we send out items that are short-dated, please let us know as soon as possible. We are happy to re-dispatch the item or offer a full or partial refund upon receipt of photographic evidence, please follow our 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.

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 username 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 last 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 username. 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.

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.

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.

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.

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.

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, it will take you to this page Password Recovery. It will then ask for your username.

If you have forgotten your username, you can click on that on Password Recovery to go to this page Username Recovery. Then enter your email address and follow the instructions in the email.

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.

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".

From here select "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.

Please make sure that you choose a memorable username when you first create your account. If you have forgotten your username, please 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).

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

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).

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.

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 spelt 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

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.

If you would prefer us to send the order without waiting please click the send my order now button on your order page, or in the out of stock email.

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 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 whitelisted 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 drop-down 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 drop-down. 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.

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.

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

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, log in, basket etc)

When the problem occurred

Any error message that appeared on the screen at the time

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.