Frequently Asked Questions
How does Fresh Food Express deliveries work?
When you place an order you get to select a delivery day. Our specially selected courier (APC) will bring the order to your door (if you live in an apartment/flat, please make sure he or she can get into the building). You'll be able to recognise our drivers by the Fresh Food Express labeled boxes of carefully packed fresh food they'll have with them.
To ensure that the delivery happens on the agreed day, you must give us a safe place the driver can leave your goods, remember that we can deliver to your workplace or to a neighbour.
Please note that in order to meet our delivery times for all of our customers, drivers can't wait for an inspection of the items delivered. If anything is wrong with your order, please contact Fresh Food Express’ Customer Service right away on 01241 830693.
Bad weather or other unforeseeable traffic emergencies may force us to postpone or suspend chosen delivery dates and times. If there is a significant delay, a customer service representative will call or e-mail to update you on your delivery status.
How is my order packaged and delivered?
We use bio-degradable packing wherever possible. We use revolutionary WoolCool for the insulation of your chilled products. Our eco-friendly Wool cool keeps everything nicely chilled up to 4 days. You goods will arrive in recycled cardboard box with our Fresh Food Expressed branding. All our our packaging can be recycled. No nasty polystyrene boxes here, thank you!
Can I select a specific delivery day?
Yes, when you are at the checkout you will be given a selection of possible delivery days, you can make your choice from there.
How much do you charge for delivery?
To ensure freshness of your goods, we ask you to place your order 2 days before delivery.
On day 1 you place your order.
On day 2 your order is prepared by our suppliers to your specification, then packed and dispatched by us at 4pm for overnight delivery.
On day 3 you receive your goods using our Next day express delivery service.
The cost of this express service depends on the value of your order.
If you spend £80 or more, your delivery charge is FREE.
If you spend £79.99 or less, your delivery charge is £8 per consignment.
Can I speak to someone about a potential order?
Absolutely. We are open from 9am till 5.00pm, please do not hesitate to call our knowledgeable and helpful team on 01241 830693.
What types of card do you accept?
All credit and debit cards, except Maestro cards. We also take Paypal.
How do I know my order is absolutely fresh?
Because we guarantee it. We only procure from our producers on the day of dispatch. For our fish for instance, these will have been bought in Peterhead fish market, straight off the fisherman, on the day of dispatch. Our local fruit and veg will have been picked in the morning of dispatch. All goods are dispatched in our revolutionary Wool Cool packaging which keeps your chilled products at the correct temperature for up to 4 days following dispatch.
How long will "Smokies" keep?
Shelf-life is the reason that we smoke fish at all, however, we do "Vac-Pak" your fish to extend the shelf life (and to maintain the juiciness by keeping the moisture in). They will keep for 10 days in your fridge or 3 months in your freezer.
What options are there for delivery?
Most places in the UK, delivery will be next day. For some postcodes in the Highlands & Islands it takes 2 days. See the Rural Service on the delivery pages
Do I have to be at home to accept delivery?
No. We require you to give us a safe place to leave your goods. If this is not possible, delivery to your place of work is a very good option as there is normally some one able to sign for it. Just let me know in your shipping info when you order.
How can I edit my Fresh Food Express Profile?
Just go to "login" at the top right and enter your email and password. Once logged in, click into the Your Profile link at the righthand side of the page.
This is where you should set up a different delivery address, or change your password. To unsubscribe from our website emails, you can do it here.
Can I see previous orders?
Yes. Just login to your account and click Order History.
Where does Fresh Food Express deliver?
We deliver to the majority of addresses in the UK. Due the freshness of our products we only deliver on a next day service. There are some UK addresses that it is logistically impossible to deliver next day to. These are listed here: Delivery postcodes
When does Fresh Food Express deliver?
We deliver every Wednesday and Friday. You can schedule a delivery day at the basket stage on our website. See the delivery page for more info.
Who is responsible for assembling my order?
At Fresh Food Express, the only people who handle your food have special expertise in their area. Whether we are selecting nice plump fruits and vegetables, or packing your food into boxes, each member of our team takes pride in the quality of his or her products and handles every item with care. Our fruit and veg boxes are handpicked by a local award winning greengrocer and our meats are specially selected from local award winning butchers. Every order will contain a handwritten note from packer detailing the time the goods were packed and by whom.
Does Fresh Food Express deliver to my postcode?
We deliver to all mainland UK addresses, note that that some areas receive our rural service where delivery will take 48hrs. Please note that all our packaging is rated to keep refrigerated produce good for 4 days. For Rural Addresses, order by 3pm on Monday for delivery on Thursday.
Our couriers will communicate by both email and text with you, this can allow re-scheduling, delivery to neighbour etc.
How long will my order stay fresh in the delivery boxes?
We use specialist recyclable packaging that has been tested to keep refrigerated perishables fresh in the delivery boxes up to 48 hours after delivery.
Where is my order?
Fresh Food Express orders are designed to arrive on the day you select. If there are unforeseen events that cause your order to be late, you will receive a call from our Customer Service team. If you'd like a status update for your order, feel free to contact us at any time.
Can I return my boxes?
Though we can't currently take cardboard boxes or other packaging back, we encourage our customers to recycle their boxes.
I won't be home during my delivery day; can you deliver my order later?
We are very sorry, but we cannot make changes to delivery day after your order is dispatched. We are simply not set up logistically to make these types of changes after the dispatch cutoff time. We realise, however, that unplanned events occur and ask that you call our Customer Service team at 01241 871233 to inquire about accommodating your request.
Can I change or cancel an order?
Yes, until dispatch; You can change, reschedule or cancel an order at any time before the order dispatch deadline (you will receive an email as soon as your order is dispatched). Once you order is dispatched, your rights are covered by our Ts&Cs
Credits applied to an account are generally available for use after the order has reached a settlement status. While the time may vary based on the payment method, credits are generally available within 48 hours.
I need to cancel my order I placed for later in the week. Can I cancel?
Yes. Please call 01241 830693 or email firstname.lastname@example.org
How can I pay for my order?
By credit/debit cards, except Maestro cards, or by Stripe online. We can now take orders by phone on 01241 830693.
What is the minimum order?
There is no minimum order.
Does Fresh Food Express accept personal cheques or cash?
No, we do not accept paper checks, cashier's checks, money orders or cash at this time.