FAQs

Welcome to Social Supermarket FAQs

On this page you will find frequently asked questions around shopping on Social Supermarket; we hope we’ve covered everything you need to know below but if not please do not hesitate to contact us at [email protected]

 

How do you place an order with us?

You can place an order on The Social Supermarket by browsing the products in our shop and adding them to your basket before proceeding to the checkout to pay for your items.

What payments types do you accept?

We accept all major payment recorders including Visa, MasterCard, American Express and Apple Pay.

How do I apply a discount code I’ve been given?

There is an option at check out to add your discount code to the order. If there are any issues with your code please feel free to email us at [email protected]

How is delivery charged?

As the social enterprise products are sent directly from the brands themselves, we apply a delivery charge which is in line with each of brands cost of delivery up to £100.

For more details on these charges, please click here.

For orders over £100, delivery is free of charge.

How does delivery work?

Orders placed on The Social Supermarket are pass directly to the brands themselves to be packed and sent to you.

Delivery times for each brand are outlined here.

Who delivers my items?

Items are delivered by the preferred couriers for our brands. For the majority of brands, Royal mail is preferred however in certain circumstances other couriers will be used. 

What if I want to cancel or modify my order?

If you want to cancel or modify your order after it has been placed, please email [email protected]. Where possible, we accommodate your request. However it may be your order has already been processed and will either need the items to be returned to the brand itself to process the cancellation / refund or you will need to order additional items separately.

What if I want to return some or all of my order?

If you want to return some or part of your order, please follow the return instructions provided by the brands upon deliver of the goods.

More details of these policies can be found here.

How long before I’m refunded for a return?

Once items are received by the brands, they will notify you of email of this fact and detail the refund process.

Please allow up to 14 days for the funds of returned items.

What happens if my goods arrive damaged or faulty?

If you notice damaged or faulty goods, please notify us or the brands directly as soon as possible.

We will then advise you how we can either replace the item or refund you.

What if I have questions or comments on my order?

If you have any questions, comments or feedback on your order, we’d love to hear from you at [email protected]

Can I return personalised items?

Unfortunately not. Personalised items cannot be returned.

Can I return food and drink items?

Please refer to the individual brands return policies here.