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Frequently Asked Questions






Checking Out

Returns & Cancellations

Personal Details




Do I have to register to shop with you?

You can browse the site and add items to your shopping basket without registering. However, you will need to register to check out and you can do so at any time by choosing the register option from the Account menu.


Do you deliver to my area?

We deliver to the whole of the mainland UK and can deliver to other areas at an extra cost. Please contact us for a quote.

When will my order be delivered?

We aim to deliver your goods within 48 hours, however, there may be delays due to unforeseen circumstances. We will let you know should this happen.

Bank holidays may delay delivery by a further day.

Our courier will let you by a text message to your mobile number when to expect your delivery.

How do I know when my order will be delivered?

Our courier will text you an expected one hour delivery slot on the morning of the delivery day.

What happens if I’m not in for the delivery?

You can leave specific delivery instructions when you place your order. These can include details of a neighbour where the package can be left or a safe place on your property. If you haven’t left instructions, our couriers will either leave the package with a neighbour or as safely as they can at your property. We have to do this because some of our goods are perishable and cannot be taken back to the delivery depot.

How are my products packaged?

We know that for many of our customers, this may be the first time that they have ordered food for delivery by courier. We are able to transport our products safely and securely following extensive research. All of our products are sent out in robust cardboard boxes. Glass products are wrapped in bubble wrap and placed in the box with ambient temperature products. Frozen and refrigerated products are sent in either polystyrene boxes or biodegradable wool bags. They are chilled using either dry ice or gel packs. We pack chilled and frozen products to maintain an appropriate temperature for at least 56 hours. Void spaces in cardboard and polystyrene boxes are filled with either bubble wrap or scrunched paper. If you have any problems when you receive your delivery please contact us at enquiries@honesteats.co.uk with any relevant photos.


Do you charge for delivery?

Delivery is free for all orders over £100.

For any orders under £100 there is a £10.00 delivery charge.

Do you charge for packaging?

We don’t charge for packaging for most of our products.


How do I find products on your site?

We think we have developed a uniquely flexible way of finding products on our website. You can select products by food choice (e.g. gluten free) and then by product type e.g. soups, desserts etc. Alternatively you can select a product type and then search by a food choice e.g. breakfast cereals that are wheat free. Finally you can directly search for a product using the search box option.

If you need any help using our search options, please email us at enquries@honesteats.co.uk or call us on 01403 597129.

Do you cater for all food choices?

We aim to provide delicious alternatives for anyone with a food allergy or who has made a food choice. We will be expanding the range of products on offer to provide an even greater choice.

How do I know whether the products are safe for me?

We have reviewed and catalogued every product we sell. We have identified allergens in products based on the information provided by producers and we have categorised products accordingly. If you have a food allergy we would ask you to carefully check the product pages on our website and also the product label when it is delivered to you.

Why can’t I find the product I’m looking for?

We have an extensive range of products available. However, we realise there are a lot more items we could add to the range and will always be looking for new products to stock.

Our careful selection process takes a little time to ensure that we have products you will enjoy.

If you cannot find a product you are sure we stock please check whether you have any filters turned on as these may exclude some products. Alternatively, please contact us by email at enquiries@honesteats.co.uk or by telephone on 01403 597129.


What is your minimum order value?

We don’t have a minimum order value. However, we do charge £10.00 for delivering orders under £100.

How do I place an order?

You will need to sign in or register before you can shop with us and provide delivery and billing addresses. Please add items to your shopping basket. When you are ready to place an order, please check out using the basket icon. 

Can I leave items in my basket and come back later?

Yes you can for up to a week after starting your order. However, it is possible that some items may be out of stock when you return to complete your shop.

How do I know what I’ve ordered?

When you place an order you will receive a confirmation listing everything that you’ve ordered.

You can also get this information for all your previous orders by selecting My Orders from the My Account menu when you are logged in.

Can I change an order when I’ve placed it?

You can change an order before it has been shipped by emailing us at enquiries@honesteats.co.uk or calling us on 01403 597129. We are happy to make changes but may not be able to do so if the package has already been collected by our courier.

Checking Out

What payment methods do you accept?

We accept payments by Visa and Mastercard credit and debit cards and by Paypal. We also provide bank details for you to pay directly.

When do you take payment?

We pre-authorise your payment at checkout but only collect the payment when the goods are shipped.

Why won’t my credit card work?

Please make sure that you have entered the card details correctly and that the card expiry date hasn’t passed. If your card still doesn’t work, please contact your bank and try an alternative method of payment.

Are my credit card details safe?

All of our online payments are processed through secure third party service providers (Payvector and Paypal). We do not retain any of your card payment details in our systems.

The entire site uses SSL encryption so any information you send to us will be safely transmitted.

Returns & Cancellations

What happens if my package is damaged?

If the external packaging appears damaged, please sign for it as damaged. Please also take a photograph of the package before opening and send it to us at enquiries@honesteats.co.uk so that we can take up the issue with our courier.

If any goods within the package are damaged, please let us know by email and attaching a photograph at enquries@honesteats.co.uk or by phone on 01403 597129 and we will arrange to either send you a replacement or refund you.

Can I cancel an order?

You can cancel an order any time before it has been shipped by emailing us at enquries@honesteats.co.uk or calling us on 01403 597129. We will either cancel the pre-authorisation on your card or give you a full refund.

You can cancel an order up to 14 days after it has been delivered. Please contact us by email at enquiries@honesteats.co.uk or by calling us at 01403 597129. We will ask you to return all ambient temperature goods at your expense and we will refund the purchase price for these.

We cannot accept returns of chilled and frozen products as we cannot resell them and we will not refund you for these.

What happens if a product is damaged or missing?

If a product arrives damaged or is missing, please contact us by email at enquiries@honesteats.co.uk or by telephone on 01403 597129. We will arrange to either send you a new item or refund the purchase price in full.

Personal Details

How do I change my delivery or billing addresses?

You can change your delivery or billing addresses during the checkout process when you are asked to confirm these.

Alternatively you can change them by selecting Address Book from the My Account page on the Account drop down menu.

Can I send an order to a different address?

You can do this by entering a different delivery address during checkout. You can add extra delivery addresses to your account by selecting Address Book from the My Account page on the Account menu.

Are my personal details safe?

We will keep your data safe and secure. We have robust procedures in place to do so. Details are set out in our privacy policy here.