Knowledge base

Help Centre & Knowledge Hub for food delivery help centre queries.

Welcome to our food delivery help centre. Here you’ll find clear, reliable information about ordering food and groceries online, delivery across the UK and internationally, temperature-controlled frozen deliveries, product care guidance, and answers to common questions.

Our Knowledge Hub is designed to help you shop with confidence, whether you’re ordering fresh produce, premium butchered meat, frozen ready meals, or dietary-specific products such as vegan or gluten-free items.

What can we help you with?

Browse our most-requested topics below to find quick answers and detailed guidance, all available in our comprehensive food delivery help centre.

Ordering & Payments

Learn how to place an order, what payment methods we accept, and what to do if you need to amend or cancel an order.

Delivery, Freshness & Temperature Control

Understand how we deliver food safely using courier services, how freshness is protected during transit, and what to do when your order arrives through our food delivery help centre.

Covers

UK and international delivery

Chilled and frozen handling

Delivery delays and arrival checks

Frozen Products – Next-Day Delivery (UK Only)

Frozen products are delivered using UK next-day courier services only to help maintain food safety and quality.

Includes

How frozen items are delivered

What to do if items arrive softened

Refreezing guidance

Product Support by Category

Find product-specific care and storage guidance to help you get the best from your groceries after delivery.

Support available for

Premium butchered meat (delivered chilled & temperature-controlled)

Frozen seafood

Fresh fruit & vegetables

Frozen ready meals

Each section includes storage advice, shelf-life guidance, and what to do if quality is not as expected.

Ingredients, Allergens & Dietary Information

We provide clear ingredient and allergen information to help you make informed choices.

For further information on allergens and food labelling requirements, we recommend reviewing guidance published by the Food Standards Agency.

Fast, Reliable Delivery You Can Trust

We work with trusted delivery services to ensure your groceries reach you quickly and safely:

Royal Mail Tracked 24 for fresh produce and ambient items
Temperature-controlled next-day couriers for frozen products

This helps reduce time in transit and maintain product quality.

For tracking information and delivery service updates, customers can visit the official Royal Mail website for Royal Mail Tracked 24 deliveries:

Royal Mail Tracked 24

Need help with a specific order?

If you can’t find the answer you’re looking for, our support team is here to help in our food delivery help centre.

To assist us quickly, please include:

Your order number
A brief description of your query
Photos (where relevant for quality issues)

Why use our Knowledge Hub?

✔ Clear, food-specific guidance

✔ Designed to answer real customer questions

✔ Updated to reflect how we deliver food safely

✔ Helps you shop with confidence

Helpful tip

Many common questions can be answered instantly by browsing the relevant section above — especially delivery rules for frozen items and product-specific storage guidance, all available in our food delivery help centre.