Bringing together UK independent food and drink suppliers in one easy to access marketplace

FREQUENTLY ASKED QUESTIONS

We’ve put together our most frequently asked questions, if you have any other questions please contact us directly and we will be happy to help.

  • 1. COVID19 update

    WE ARE OPEN FOR BUSINESS!  The vast majority of our suppliers are operating and working hard to fulfil orders. They really do appreciate the support and welcome your orders. Some small scale producers have been overwhelmed with orders, and we have temporarily made these suppliers inactive on Real Food Hub. We will make them active on our website again when they are in a position to take new orders.

    All of our small producers and suppliers delivery times vary and we have worked hard to give an update on any delays in processing orders on their individual supplier page and product page so you will see this before you purchase and chekout. So for example some small scale meat suppliers will have a 2 day or 4 day delay in processing your order.  You will also be told this on the order confirmation email.

    As we are sure you know Royal Mail and other couriers across the UK are experiencing some delivery delays that are outside the control of our suppliers or ourselves. Thanks so much for being patient and understanding during this time, please be assured that the suppliers are working as fast as possible and many backlogs have now cleared. If couriers take a day or 2 longer to deliver, don't worry the food is packed in ice and will be OK, if it is not, contact the supplier and they will put it right. If they don't we will. 

    In terms of health and safety, it goes without saying that the strictest hygiene regulations are in place as they were prior to the pandemic. However, additional measures such as social distancing to keep staff safe are in place. Please make sure that when checking out on Real Food Hub you add the "Where to leave in a Safe Place" as couriers are no longer requiring a signature on delivery and contactless delivery of your food parcels can be made if you are self isolating.

     

     

  • 2. Can I spend my MasterChef Gift Card at Real Food Hub?

    You can spend your MasterChef Gift Card at Real Food Hub, add items to your shopping basket then checking out entering your gift card number and amount to spend. You can spend more than the value of your gift card by adding a debit/credit card too.

    You don't have to spend all of your gift card at once, you can save some funds for another order if you wish. You do need to spend your balance before the expiry date though which is 12 months from the date of load. If you are unsure what your gift card balance is, you can check your MasterChef Gift Card Balance here (Please note you will only be given a balance if the card is still valid.)

    If you have lost your gift card please call us asap or email shop@realfoodhub.co.uk. We will be able to refund the balance on your gift card if you can provide the gift card number.

  • 3. How does Real Food Hub Work?

    Real Food Hub is an online food & drink marketplace for food lovers who want to support small scale farmers, growers, fishers & makers. Every supplier has been carefully selected because they are passionate about Real Food, their products taste better, are natural and are ethically produced. We believe that the future of British Agriculture is more sustainable if more people shop with small scale producers who follow nature and help the planet.

    One of the great benefits of Real Food Hub is that it brings so many suppliers together in one place, and you can order from as many suppliers as you want to and checkout at Real Food Hub.

    When you shop on Real Food Hub you buy directly from the suppliers. They receive your order, prepare your parcel and send it directly to you in keeping with their individual delivery costs and timescales which can be seen on their product pages, supplier pages, in your basket and also confirmed before you checkout.

    You can read more About Us or Our Values

  • 4. How Does Delivery Work at Real Food Hub?

    Every order is sent to you directly from each supplier and their delivery costs are shown at every step of the way on Real Food Hub: the supplier page, the product page, in your basket and checkout. If you order from more than one supplier you will receive more than one exciting parcel in the post!

    NB: Nearly all suppliers have Free delivery over certain values so the more you order from one supplier the more economical delivery is.

    Email 1 from us: When you place your order you will receive an order confirmation email from Real Food Hub showing your whole order from one or many suppliers. Each suppliers contact details, delivery timescales and the products you ordered is shown.

    Email 2 from supplier: When the supplier dispatches your parcel you will receive an order dispatched email from them (or their courier) to let you know that your delivery is on its way.

    If you have any questions you can contact the supplier directly as their emails and phone numbers are on all their supplier and product pages. Whilst they are best placed to speak about the order you have placed, we are very happy to help if you would like to contact us on shop@realfoodhub.co.uk Mon - Fri 9-5.

    Where do your suppliers deliver: Delivery is available to all addresses in the UK mainland. Scottish Highlands or Islands delivery is usually available at an extra cost. At the moment, suppliers are unable to deliver to outside the UK mainland.

    Late Delivery:

    Very occasionally, there may be a delay with your delivery which is outside the control of the supplier. Please be patient if this happens as the supplier will always do their very best to sort it out for you.

    If your items haven't arrived within the delivery timescales on their page, and you haven't heard from them, there may be a problem. Please get in touch with the supplier in the first instance to let them know. If you’d still like some more help, get in touch with Real Food Hub – we are always very happy to help.

  • 5. I've not received my order what shall I do?

    All orders made on Real Food Hub are shipped directly from the suppliers, and your order confirmation email shows all suppliers you have ordered from with their contact details, the order placed followed by the expected delivery timescale.

    If your order does not arrive, the first thing to do is please check your order confirmation email from us to see which delivery date range was stated there, as lead times vary by supplier. Also please check that the address you provided is correct.

    If the latest date on the range in your order confirmation email has passed, please contact the supplier in the first instance, but if you still need any help from us, please let us know and we will do everything we can to get an update from the supplier. You can send us a message at shop@realfoodhub.co.uk and we work 9-5pm Mon - Fri.

  • 6. What is the Refunds & Returns Policy?

    Real Food Hub and our small scale suppliers are all committed to you being happy with your purchase.

    If you are not satisfied with your order, please firstly check the suppliers individual returns policy which is shown on their supplier page and product pages and then contact the supplier to discuss what has happened. Please don't throw anything away until you have taken a photo of it, for example if something arrived damaged.

    Many products on Real Food Hub are highly perishable, so are usually non-returnable and only refundable if damaged, but still contact the supplier as all are commited to making sure you are happy. In the unlikely event that you are not satisfied with the suppliers resolution, please contact us as we offer a money back guarantee for complete peace of mind when purchasing.

    Non-perishable items are given a 14 day returns policy under the Consumer Contracts Regulations in which you can cancel the order. Please contact the supplier within 14 days, arrange to return the item and then email Real Food Hub at shop@realfoodhub.co.uk with the information and we will refund you.

     

  • 7. How do I become a supplier at Real Food Hub?

    We would love to hear from you if you think you fit the bill. Send us an email at shop@realfoodhub.co.uk with a link to your website, or if you don't have a website some info about your business and we can take it from there.

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