FAQ

DELIVERIES


DO YOU DELIVER ONLINE GROCERIES TO MY AREA?


You can find out if we deliver to your area by logging into your account and typing in your address.
 


WHAT ARE YOUR GROCERY DELIVERY CHARGES?


We deliver for FREE with our online shopping service (subject to a minimum spend of $500). You will not be charged for your shopping to be picked, packed and delivered.
 


HOW DO YOU PACK GROCERIES?


Our Grocery care team pack all your groceries with great care in environmentally friendly insulated bags and boxes to keep your order in the best condition when it arrives at your door.
 


HOW DO I CONTACT YOU ABOUT A DELIVERY BEFORE IT HAS ARRIVED?


You can contact our Grocer care team on 25015811 or visit the Scheduled Orders on the homepage.
 


WHAT HAPPENS IF I AM OUT WHEN YOU DELIVER MY GROCERY ORDER?


If you're not in when we deliver your order, we'll put a "while you were out" card through your letterbox. We will leave your groceries outside your door. Drivers will also try to get in touch with you on the phone to let you know the delivery has been made. If you haven't provided a contact phone number on your account, you can contact us for more information on your delivery.
 


DO YOU DELIVER ON SUNDAYS?


Yes we do, please see our delivery time slots for more details.
 


HOW CLOSE TO MY DELIVERY TIME CAN I AMEND MY SHOPPING BASKET AND MAKE OTHER CHANGES?


You can amend your grocery order up until 23:00 the night before your scheduled delivery. Don't forget to take your changed order back through the checkout before 23:00. This should also be done if you need to change the time or day of your delivery.

 

If you need any assistance making these changes please give our Online Grocer Care team a quick call on 25015811.

 


CAN I CHOOSE A TIME OR DAY FOR MY GROCERY DELIVERY?


You can select a time slot when you are ordering online and we will do our best to deliver between these times.
 


WHY DO I NEED TO CHOOSE A DELIVERY SLOT BEFORE I PLACE AN ORDER?


It is important for us to fit into your schedule the best we can. That is why we want to know when is the best time and day for us to deliver.

 

It also allows us to inform you if your desired slot is available and deliver to you in a timely fashion.

 


HOW DO YOU TRANSPORT PERISHABLE GOODS?


All our perishable goods are kept in optimum storage conditions at our warehouses with huge walk in fridges and chillers. When your orders are received we ensure to get your items to your front door as quickly as possible in insulated bags and boxes to protect your shopping from the elements.
 


I NEED TO CHANGE MY DELIVERY DETAILS, HOW DO I DO THAT?


Changing your delivery details and other personal information is simple once you've registered and signed in. You'll be able to see or update your details, your contact information, your registered delivery addresses, payment cards, past and current orders and your contact preferences all in one place.To log in click here
 


CAN I CHOOSE A TIME AND DAY FOR DELIVERY?


Yes you can, we will strive to get your delivery to your door at the requested time slot. Simply click on delivery time slot when you are shopping on line and choose what time is suitable for you. Please however understand, although we will always try to get your delivery to your door at the requested time, sometimes heavy traffic and delivery routes may make this difficult.
 


CAN I GET A DELIVERY TO MORE THAN ONE ADDRESS?


Yes you can, however each delivery needs to be equal or more than the minimum $500 to qualify.
 


HOW DO I CONTACT YOU ABOUT A DELIVERY AFTER IT HAS ARRIVED?


You can contact our Grocer care team on 25015811 or visit the Scheduled Orders on the homepage.
 


DO YOU DELIVER ONLINE GROCERIES TO MY AREA?


You can find out if we deliver to your area by logging into your account and typing in your address.

 

Alternatively, if you don't have an account, simply visit our webpage Click on the Food and Drink tab at the top of the webpage, then select Buy Groceries. This will take you to a page where you can check your area, even if you don't have an account.

 



ORDERING


HOW DO I REGISTER FOR ONLINE SHOPPING?


Placing your first online grocery order couldn't be simpler. Follow these steps when placing a grocery order,
Firstly you will need to check we deliver to your address. You can do this by entering your address into the 'Do we deliver to you?' box.
If we deliver to your address then you can register for an account with us. Click on the link Register on the top right hand corner of the screen and follow the simple steps of registration. Happy shopping!
 


WHAT ARE YOUR OPERATING HOURS FOR SHOPPING?


We never close. We are open 24 hours a day, 7 days a week, 365 days a year!
 


HOW DO I CANCEL OR AMEND MY ONLINE GROCERY ORDER?


You can amend/cancel your order on our website until 11pm the day before your scheduled delivery. If you're out and about, you can also do this on our mobile site. Just follow these simple steps:

 

  • Login to My Account.
  • Click on 'Scheduled orders' on the homepage. From there you can view, amend or cancel your order.
  • Click 'cancel' to completely clear your order.
  • Click 'amend' to make any changes to your order. Your original delivery slot will still be reserved for 3 hours. You can remove or add any products you've forgotten to buy. You can even change your delivery slot to another day or time if it's available.
  • Once you've finished amending your order, make sure you checkout again.

 

 


WHAT IS YOUR BULK ORDER POLICY WHEN ORDERING ONLINE?


If you're organising a party or event we are the perfect way to get your large shopping basket to your front door. For very large orders it is advisable to give our Grocer Care team at least 48 hours to arrange your order.
 


WHERE CAN I GET TECHNICAL HELP WITH YOUR WEBSITE?


Contact us and we will be happy to help at contact us. or call our care team on 25015811.
 


DO I GET A DISCOUNT IF I BUY IN BULK?


Our pricing is already set at a competitive level therefore we do not offer further discounts on bulk purchases
 


I'M HAVING PROBLEMS LOGGING INTO MY ACCOUNT, CAN YOU HELP?


Can't access your account click Contact Us for more advice.

 


DO YOU HAVE AN APP FOR ONLINE SHOPPING?


We are working on developing an application you can download to your mobile phone that enables you to shop while on the move. All shoppers will be notified when this app is available.
 


DO YOU SELL HALAL MEAT?


We purchase some of our meat from suppliers that are halal licensed abattoirs. However we have never requested in our specifications that halal practices, such as a blessing, be followed. Our suppliers are explicitly aware of our requirements. It would therefore be misleading to label our meat as halal.
 


WHAT WILL HAPPEN IF SOMETHING I ORDER GOES OUT OF STOCK BEFORE MY GROCERY DELIVERY?


Our Grocer Care team will contact you prior to the delivery to inform you of the product that is out of stock. We will arrange another delivery time with you when the product is back in stock or you can choose to cancel the item.
 


CAN I PLACE ANOTHER GROCERY ORDER USING A PREVIOUS ORDER?


Yes, you can find products you've bought before and add them to your trolley quickly and easily. Just follow these simple steps:

 

  • Login to My Account.
  • Click on 'Food & Drink' on the homepage.
  • Click on 'Buy Groceries' and then 'My Usuals'.
  • Each time you shop, we save everything you buy on this page, so you can find the same items quickly and easily next time.

 

 


HOW DO I KNOW WHEN MY GROCERY ORDER IS COMPLETE?


Your online groceries order is complete once you've taken it through the checkout part of the website. You'll know you've completed your order because we'll send you an automated confirmation email which begins "Dear Mr/Mrs Wong/Smith, thank you for shopping at Grocer.com". It will include the date, time, delivery address, all items in the trolley, and information on how long you have left to amend the order.
 


HOW DO I VIEW A GROCERY ORDER I HAVE SAVED?


Any order you have saved will be available to view or amend straight away, just follow these 3 steps:

 

  • Sign in to your account
  • Click on My account
  • Click on My Orders and you will be able to see any past and pending orders – it couldn't be simpler.

 

 


CAN I SAVE A GROCERY ORDER AND COME BACK TO IT LATER?


You certainly can. You may leave an order open (not submitted) for up to 3 hour without having to finalise your order at the checkout. If you leave the order open longer than this, the website will time out and cancels your order. Don't forget to take your order back through the checkout each time you update it.
 


HOW CAN I UPDATE MY ONLINE SHOPPING DETAILS?


Changing your shopping details and other personal information is simple once you've registered and signed in. You'll be able to see or update your details, your contact information, your registered delivery addresses, payment cards, past and current orders and your contact preferences all in one place.To log in click here
 


CAN I FAST TRACK MY ORDER?


Yes you can by clicking on the fast track key after you place your order. We will ensure fast track deliveries arrive as follows –
Orders made before 11am to deliver same day.
Orders made after 11am to deliver morning the next day.
 



PAYMENTS


HOW DOES PAYMENT WORK WHEN I SHOP ONLINE?


For grocery orders, you will not be charged until your order is ready for delivery. Payment will be taken on the day of delivery to cover the cost of all goods ordered. For all products, we take payment from your card at the time we receive your order, once we've checked your card details. You need to use a debit or credit card to pay for your online shopping. We accept valid MasterCard, Visa Credit, Visa Debit, American Express, The address to which the card is registered must be the same as the billing address, although you may place an order for an alternative address. We take part in the Verified by Visa (VbV) security program and the SecureCode system from MasterCard. These allow you to create your own personal password to use as an extra security measure for any online Visa or MasterCard payments you make. Please check the Visa or MasterCard websites for more details. Or you can ask your bank for more information and help. You will need to enter this password every time you amend and checkout your order.New or Replacement card? You can update your card details by logging into your account. You can amend your card details up to 11pm the night before your delivery as long as you checkout your order again.To make sure that your credit, debit or charge card isn't being used without your consent we will check your name, address and other personal information you gave during the order process against appropriate third party databases. Please see our privacy policy for further details. We're sorry we don't accept cash or cheques for online deliveries.
 


WHAT PAYMENT METHODS DO YOU ACCEPT?


We are happy to accept the following for payment -
Valid MasterCard, Visa, Amex and JCB cards
Grocery gift cards and gift vouchers

 

Please note, we do not accept cards with a foreign billing address on our online orders.

 


WHAT IS YOUR REFUND POLICY?


If the product you have received is off/damaged we will arrange a full refund. Please contact our care team with your order number for more details.
 


DO YOU GIVE REFUNDS AND HOW LONG DOES THIS TAKE?


We offer credit notes or refunds for products that are damaged. Please contact our online Grocer Care team at 25015811 for more details.
 


WHEN DO YOU TAKE PAYMENT FOR MY GROCERY ORDER?


For grocery orders, you will not be charged until your order is ready for delivery. Payment will be taken on the day of delivery to cover the cost of all goods ordered. For all products, we take payment from your card at the time we receive your order, once we've checked your card details.
 



GENERAL


WHAT IS YOUR HEAD OFFICE ADDRESS?


11C, Sing Teck Factory Building, Wong Chung Hang Rd, Aberdeen, HK.
 


WHAT STEPS ARE TAKEN TO ENSURE YOU ARE ENVIRONMENTALLY FRIENDLY?


All our deliveries are designed to use multiple drops to minimize the effect our trucks have on the environment. All our delivery trucks are also European Standard 4 emission grade.

 

Our packaging is all reusable and biodegradable not to mention our cool insulated bags which will make a great shopping accessory!

 


I'VE CONTACTED YOU, HOW SOON WILL YOU REPLY?


We aim to reply to customers as quickly as possible. Whether it's answering your call or replying to your email or letter, we know it's frustrating to be kept waiting.

If you've emailed us, check our automated confirmation message for more information. If this fails to arrive in your Inbox, or you've not received a further reply, do make sure you check your Spam or Junk folders as your filter settings may direct our replies there. If you have any further problems with emailing us, please call our Grocery Care Team at 25015811 to let us know.
 


HOW DO YOU ENSURE THE FRESHEST PRODUCT?


At Grocer we are proud of the quality and freshness of our products and the lengths we go to, to ensure you are offered a choice of the tastiest fresh foods.

 

Our "Freshness Promise" is a reflection of these endeavours and shows the typical life you can expect from our product. When you pick your online shopping, they will select the longest life available so that it lasts when you receive it at home. However, if it doesn't live up to this expectation, you can return any product, no questions asked.

Our technical, buying and supply chain teams in produce have been working closely with our growers to ensure the freshest seasonal fruit, vegetables and salads are available

 


WHAT IS YOUR POLICY ON FOOD WASTAGE DISPOSAL?


Establishing food donation partners has been a great way of making a positive difference to our local communities and also reducing waste. It's also a great way for us to better understand the needs of our community. Arrangements are made for us to contribute. If you'd like to receive donations, contact our Head Office at 25015811 for more information
 


ARE YOU ON FACEBOOK?


Yes we are – like us at Feather & Bone