Olumo Foods Help & Support Section

Our frequently asked questions

Below is a list of our help sections, click on the section that your question relates to for a list of our most frequently asked questions. If you can’t find what you are looking for or have any feedback please contact us.

Help & FAQ

Delivery Information

We reserve the right to restrict these services at any time. We reserve the right to alter or amend delivery times in exceptional circumstances.

Your ordered items will be delivered to the shipping location provided drivers do not feel there are any health and safety issues such as a staircase which is too narrow or there is danger of damage to the customer property.

We know that unexpected things happen and there might be an instance when you can't be there to receive your delivery. If so, don't worry. Just Let us know by 12 pm the day before the scheduled delivery. The delivery can be rescheduled free of charge by calling our customer helpline on 07951568222.

Delivery times quoted in our delivery chart can vary depending on stock availability and delivery location. Most goods are dispatched to you from our main distribution center but some items are dispatched directly from our suppliers, which may also affect delivery times and conditions. In all cases, you will be contacted to arrange a suitable delivery date as soon as the item is ready to be dispatched.

Delivery Terms

United Kingdom Ground delivery Network (24Hrs) Order before 9 am Monday to Thursday for next day delivery for most UK mainland locations (Please be aware there may be logistics delay but we aim to deliver within 48Hours).

We have defined delivery options for various UK mainland locations.

To know which delivery options are applicable to your area, Call us on: 07951568222. We have Two delivery options available;

Standard Next Day - Anytime (UK Mainland Customers - restrictions apply). If for any reason we are unable to deliver your purchased goods due to various factors such as weather conditions, we will contact you. Orders must be placed before 9.00am for next working day delivery (Monday to Thursday). Orders are processed within and up to 24 Hours of purchase and dispatched next working day except on Fridays. A customer that orders after 9 am on Thursday will be dispatched on Monday for delivery on Tuesday (Exceptions may apply as detailed in our T & C of delivery). No weekend deliveries.

Standard Same day - (North East England only - restrictions apply). If for any reason we are unable to deliver your purchased goods due to various factors such as weather conditions, we will contact you. Orders must be placed on or before 12.00pm (Noon). All orders are subject to delivery charges (DELIVERY* Terms & Conditions apply). Delivery charges may apply on orders that value less than £50.00 call us on 07951568222 for delivery charges to your UK address for delivery except within 10miles radius of Darlington (Restrictions may apply).

How do you deliver?

Our experienced drivers use vans designed to keep your groceries at the correct temperature for their whole journey. The driver brings the shopping to your door, where you'll be given a delivery note to sign. If you ask, the driver will also take the shopping into your kitchen.

How do I check out?

When you've finished your shop, at the bottom of the website click on the blue botton'Item(s) in your Cart', it will show up your order, can edit each item or click on 'Go To Checkout' on the right side, you will be directed to the Shipping Address and Review & Payments page in order to get your item(s) delivered. Or Go to the right top part of the website and click on 'My Cart', your order will be displayed, then you can edit each item or continue by clicking on 'Go To Checkout', you will be directed to the Shipping Address and Review & Payments page in order to get your item(s) delivered.

What credit card / debit cards do you accept for payment?

We accept Paypal payment method via Visa, Mastercard, American Express, and co. In order to help us validate your payment card, a pre-authorisation amount of £2 is reserved from your account automatically when you check out. Upon validation of this amount, checkout can continue. On the day of delivery, full authorization takes place whereby the total amount is requested from your bank and the £2 pre-authorisation request removed. If you cancel your order, the pre-authorisation reserve will be removed from your account within a few working days.

What are they?

Verified by Visa and MasterCard Securecode are online security services for Visa and MasterCard cardholders.

What extra security do they provide?

These schemes enable you to register an additional password to your credit card. By doing this you will help to prevent unauthorized purchases on your credit card, which means that you can shop online with added security and peace of mind.

Do I have to use this password when shopping in store as well?

No, the password is only used for online shopping transactions.

How do I register?

During checkout, if your bank is participating, you will be asked to register for either scheme. Simply follow the online instructions to set up your new password.

Do I have to register each time I shop at Olumofoods.co.uk?

No, this is a one-off registration process and all future purchases at Olumofoods.co.uk and other participating online stores will be completed with added security.

What if I don't want to join?

Some banks do offer an option to sign up later but others will insist that you sign up to the scheme immediately in order for you to complete your online transaction. Like chip and pin, Verified by Visa and MasterCard SecureCode will soon become compulsory for all cardholders. If you have any questions about the schemes or the opt-in process please contact your card issuer directly.

Are the prices on the website and mobile app the same as in-store prices?

We aim to always show the same price online as we do in the store. Although there may sometimes be discrepancies as we advertise promotions one day in advance in order to show you upcoming deals. The price you'll pay for products is the price of the product on the day of delivery/collection across both online and in-store purchases. You will also pay for your delivery on the day of delivery /collection.

Why do I have a ‘guide price’?

When you make an order on our website or an app, you’ll see the total to be paid is shown as a guide price. There are several reasons why we give you a guide price rather than a definite total:

a) Between placing your order and getting it delivered, there may be new promotions or other price changes on products in your basket.
b) Loose produce (e.g. fruit and vegetables) is charged by weight, so the price can vary depending on the items that are picked for you.
c) Pre-packed, weighed items like meat, poultry and cheese may also vary slightly in price.
d) If any products you order aren’t available and you’ve asked for substitutions, the ‘substitute’ product may vary in price.

What if you haven't got what I want?

We 'price match' our substitutions, so if we've substituted a more expensive product than the one you ordered, we'll only charge you the price of the item you ordered. Substituted products for link-save and multi-buy offers (such as Buy One Get One Free) and Meal Deal offers are not included. Any special offers, such as 'Buy One Get One Free' are highlighted in your website basket. If the offers still available, these savings will be deducted from your bill on the day of your delivery. All prices include VAT, unless otherwise stated. If you think the difference between the price charged on the delivery day and the guide price shown on our website is unacceptably large, you can return the item and receive a full refund.

How is my order confirmed?

Once you've checked out, you'll receive a confirmation e-mail, detailing all the products, quantities and guide prices in your order. The delivery driver will give you a full delivery note with details of all the products you've bought, including substitutions and unavailable products. If you have any queries about substitutions or out of stock items, you can ask your driver. Alternatively, please call our customer service center on 01325734835* or 07951568222*.

Our privacy and security policy

Further questions about payment and checkout. Click here to contact us for more information.

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can't offer you an exchange.

To be eligible for a return, your item must be unopened, unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as frozen and ambient food, flowers cannot be returned.

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Replacements (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then the items returned would be replaced by a new product.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to:

Olumo Foods Limited
Business Central, 2 Union Square,
Central Park Darlington.
DL1 1GL.

How do I book a delivery slot?

View and book your delivery slot at any time, by clicking 'Book a delivery slot'. You can also book a slot after you've finished choosing your items, even after you've clicked on 'checkout'. You'll be shown the available delivery slots, with the relevant service charges. Select an available slot to book your delivery date and time. You can order your deliveries up to three weeks in advance. The delivery slot will be held for two hours, to give you time to complete your shop and confirm your order. If you don't complete in two hours, don't worry. When the two hours are nearly up, we'll let you know and you can extend the two hour period by a further two hours.

How do I see special offers?

You can click on our special offers tab to see all of our latest special offers by the department. In your 'WishList' section you can also see some special offers we think you may be interested in.

How do I check out?

When you've finished your shop, select the 'Check out' button in the basket area. Make sure your delivery address details are correct and select the delivery time you prefer. At checkout, you can review all the products you've bought by clicking 'View full basket' button. At this point, you can amend any of the details in your basket, such as quantities. Using the website, rather than the mobile app? You can suggest suitable alternatives by clicking on 'substitutions' in the basket area. You can also write instructions to your picker and review your pricing details and savings. To return to your order summary, select 'Minimise basket' and then proceed to checkout. Then, check the rest of your delivery details, and select 'Proceed to payment' button. Lastly, fill in your payment details, and select 'Confirm your order' button. Now it's time to put your feet up and relax. Remember, your first time will usually be the most complicated. Next time there will be fewer forms to fill in, and you'll be able to use 'Favourites' to create your shopping list more quickly.

How is my shopping picked and packed?

At www.olumofoods.co.uk we hope that our service helps to make your life a little easier. There are a number of people involved in your shopping trip, all of whom are dedicated to making sure you receive great service and great quality. Our expertly trained shoppers always pick the freshest produce and the longest sell by dates. They also carefully select fruit and vegetables as if they were shopping for themselves. They ask themselves the question 'would I buy it?', so they always send you shopping of the highest quality. You can also specify specific substitutions or write notes to your picker, for example, 'Equal-sized portions please'. When packing your produce, our team is trained to separate food from non- food, chilled from frozen and put heavy items at the bottom, to avoid any squashing. If you prefer, you can choose to have your delivery without plastic bags. We offer extra Clubcard points if you choose this option. We also store all products in climate-controlled areas, even in our vans. This means your shopping is delivered in top condition and always arrives at the correct temperature. Our helpful drivers will deliver your shopping to wherever you choose, whether it's your front door or your fridge door. Please note that substitution preferences and picker notes are only available (at the moment) on the website.

Further information about how to shop

Click here to contact us for more information.

I've forgotten my password

To retrieve your password, click on 'FORGOT YOUR PASSWORD?'. Follow the on-screen instructions. We'll email instructions on resetting your password to the address you registered with on Olumofoods.co.uk

How do I change my password?

To change your password, you'll need to login to your account on the websiteSelect 'My Account'. Select 'Your password'. Type in your current password, your new password then click 'Confirm'.

How do I update my personal details?

To update your personal details you'll need to log in to your account on the website. Select 'My Account'. Select 'Your contact details'. We'll display all your personal details. To make changes, type your new details into the boxes and click 'Confirm'.

How do I change my address?

On the website Select 'My Account'. Select 'Your contact details'. Your home address details will be displayed. To change your home address, enter your postcode in the box and click 'Continue'. Then, choose the correct address and select 'Confirm new address'. Your new address details will be saved as your 'home address' in your address book. Please make sure you select the correct address from your address book menu when you check out. You can't change an address when a delivery is already due. You'll need to wait until the order has been delivered before changing these details. If you really need to change the delivery address, please cancel the order and create a new one. This isn't as complicated as it sounds. We'll save the cancelled order in 'Order History' in your Wishlist section. Find your cancelled order there, then add all the products to your new basket.

I'd like to add another delivery address

You can add another delivery address via My Account, when you go through to 'Add New Address', or when checking out, on the payment screen.

My Account

On the website select 'My Account'. Select 'My contact details'. You'll see all your address details displayed. Click on 'Add new address'. Add your address details and select 'Save address'. Your new address details will be saved in your address book. Please make sure you select the correct address from your address book menu when you check out.

How do I delete or amend my Wishlist?

To amend your Wishlist:
Make sure you're in logged in to our site online or via our app. Click on 'My Wishlist'. Within this section, you'll see 'All my Wishlist'.
To delete your Wishlist:
Click on the box to the left of the product picture, then click the cross underneath the product description. Finally, click 'yes' to confirm you'd like to delete it from Wishlist.

I want to remove myself from mailing lists

To unsubscribe from Grocery Olumofoods e-mails, you'll need to log in to your account. Select 'My account'. Select 'Your contact preferences'. Select the appropriate box and click 'Confirm'. Alternatively, if you haven't registered with us but have signed up online to receive e-mails, please click the following link to unsubscribe: Remove me from the email mailing list or contact us on 01325734835* or 07951568222*.

How do I unlock my account?

We may have locked your account for security reasons. If this happens, please call our customer service centre on 01325734835* or 07951568222*.

Further information about My Account

Call 01325734835* or 07951568222*. for more information.

I am having problems registering

If you see an error stating 'the postcode is invalid' please make sure the postcode you've entered is a recognized UK postcode. A common mistake is using the letter 'o' instead of the number '0'. To check your postcode, please go to http://www.royalmail.com

I am having problems signing in to my account. I receive the error Sorry, but we couldn't sign you in.

First, check that you've entered the correct email address and password. If you've forgotten your password then please click on the 'Forgot your password' link If you've changed your email address recently, then you may need to update your account details. To do this, sign in on our website using your old email address and password, then click on the 'My Account' link at the top of the page.

When I try to sign in to the website I get returned to the same page

When this happens, you'll need to verify that your browser is accepting cookies. To check this in Internet Explorer (on Windows), select the tools option from your web browser. Then, select 'Internet options', go to the privacy button, and set it to 'medium'. If you have any queries on how to check this please contact us on 01325734835* or 07951568222* and select Option 3 to speak to our Technical Department.

I am having problems connecting to the website

Try connecting to another website. If you can connect to other websites but not Olumofoods.co.uk, please check that you're typing in the correct address: http://www.Olumofoods.co.uk. Please also make sure you aren't clicking on an out-of-date bookmark or "add to WishList. If you still can't connect, then call your Internet Service Provider for assistance.

I am having problems adding and removing items from my basket

Delete your temporary internet files and your cache. For more information on how to do this, have a look in the help section of your web browser or in the settings on your mobile if you're using the app.

Errors appear when I try to confirm my order at the checkout

If you can't check out, you may see one of the following error messages.

Sorry, the card number you have entered is invalid.

If you see this message, make sure you're using a valid card type and entering the card number correctly, without spaces. Remember, Olumofoods doesn't accept Visa Electron or Solo cards.

The security code on your card is invalid.

We ask for the security number from your payment card to prevent your account being used fraudulently. On most cards, the security code is the last 3 digits printed on the signature strip. On American Express cards, the security code is 4 digits and is found on the front, in the bottom right.

The expiry date on your card is invalid.

If your card expires at the end of the current month it may not verify on the site. This is because it may expire before we take payment and we won't be able to verify your new card, as it won't be activated until your current card expires.

The issue number you supplied is invalid.

We only need issue numbers for Maestro cards. If your card is Visa, American Express or Mastercard please don't enter an issue number - just leave the box blank.

There has been a problem confirming your order.

Please try and process your order again. If this doesn't work, please refer to your browser (e.g. Google Chrome, Safari) support to delete your browsing history and clear any temporary internet files and cookies, in case these are causing the issue.

Your card has not been authorised.

There has been a problem authorising your card. We would advise you to contact your issuing bank to resolve this. If your card issuer can't help, please refer to your browser (e.g. Google Chrome, Safari) support. Delete your browsing history and clear any temporary internet files and cookies, in case these are causing the issue.

From time to time we experience temporary problems with our systems.

We're not perfect. But when there's an issue, we're working hard to fix it fast, so come back very soon.

Our privacy and security policy

You can be totally confident when you are shopping with Olumofoods.co.uk, online or on your mobile device. We only accept orders over secure connections. This means whenever personal or sensitive information (such as payment details) passes from your browser over the internet to our servers, we use the latest encryption techniques, featuring Secure SSL (Extended Validation 128bit key certificates). A copy of our privacy policy can be found here: http://www.olumofoods.co.uk/privacy-policy-cookie-restriction-mode/

Further information about Technical problems

I am having problems with the speed of the website

A number of factors can affect your browsing experience. If you're dissatisfied with the website speed, we recommend taking one or more of these steps: Update to the latest version of your web browser. If you're still not happy with the speed, try a newer browser such as Mozilla Firefox or Google Chrome. Perform an online bandwidth test. This will check the speed of your broadband package and will find out if you're just having intermittent problems or if you're not getting maximum speed from your Internet Service Provider. Visit our shopping faster page to get more information on doing a speedy shop. Alternatively, speak to our Customer Support Team for further assistance.

Technical requirements

To get the best shopping experience on Olumofoods.co.uk, we strongly recommend using the latest editions of any of the following major browsers: Microsoft Internet Explorer, Google Chrome, Mozilla Firefox and Apple Safari. You will also need your browser to be enabled to use both JavaScript and cookies. All our web pages are designed with a 1024x768 screen resolution in mind. Alternatively, if you have a mobile device you can shop with our Grocery app. Visit Google App Store or Apple App Store to download our Mobile Apps.

Contact us

Click here to contact us for more information


Your www.olumofoods.co.uk team

At www.olumofoods.co.uk we hope that our service helps make your life a little easier. There are lots of people involved in your shopping trip, all our team are dedicated to making sure you receive great service, great quality and great value for your money. They receive your order, pick your shopping from the store, pack the items, store the produce and then deliver to your home. From picking to packing, every staff member is given expert training, so you can just take a sip of coffe while you wait for your shopping from Olumo Foods.

Picking your fresh food

Our shoppers always pick the freshest produce with the longest sell-by dates, carefully selecting fruit and vegetables, as if they were shopping for themselves. They ask themselves 'would I buy it?' so they always send you groceries of the very highest quality.

Packing your shopping

When packing your delivery, our team is trained to separate food from non-food and chilled from frozen, and to put heavy items at the bottom to avoid any squashing.

Climate - controlled vans

As well as packing your items separately, we also store everything in climate-controlled areas even in our vans with our woolcool packaging partners. This means your shopping is delivered in top condition and will arrive at the correct temperature.

Drivers are here to help

Our helpful drivers can deliver to your front door or your fridge door, wherever you choose. Just ask your driver next time you have a delivery.

Prices

Please note that the prices on our Grocery website are guide prices only based on the price charged today. The actual price you pay will be the price charged in store at the time your order is picked for delivery. All prices are expressed inclusive of any VAT payable unless otherwise stated. The price of the items does not include the service charge, which will be charged at the rate applicable for the date and time of your delivery. When your order is delivered you may return any item and receive a full refund if you consider that the difference between the price charged and the guide price shown on the Grocery website is unacceptable.

Acceptance

There will be no contract of any kind between you and us unless and until we actually dispatch the goods to you. Your order is an offer to buy from us. Nothing that we do or say will amount to any acceptance of that offer until we actually dispatch the goods to you. At any point up until then, we may decline to supply the goods to you without giving any reason. At the moment that the goods are dispatched (and not before), a contract will be made between you and us, and you will be charged for the goods. Olumofoods.co.uk reserves the right to refuse orders from individual, persons or locations that we consider "not within our shipping location"

Delivery

Delivery will be made to the address specified by you at the time of placing your order. We will deliver your order to the main entrance of the delivery address, as long as it is safe to do so. At your request, our delivery agent may carry your order into the delivery address, for example, to a particular floor in an apartment block or into your kitchen but only if: a) the agent has your permission and b. our agent believes that it is safe and practical to do as you request. We always reserve the right to deliver only to the main entrance of the delivery address or as close to it as we safely can. Please note that we deliver goods to most areas within the United Kingdom and some European Countries. If we are unable to delivery to your area, we will advise you at the time of entering your delivery address either in the registration or order process. Delivery times varies with each location, but all UK Mainland is 24 hours delivery Monday to Friday, No Weekend Delivery. All goods must be signed for on delivery by an adult aged 18 years or over. Whilst we make every effort to deliver all your goods in the agreed time, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

General

These Product Terms shall be governed by and construed in accordance with the laws of England and Wales and any disputes will be decided only by the English courts. If any of these Product Terms is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Product Terms, which will continue to be valid and enforceable to the fullest extent permitted by law.

Customer Services

We hope that you'll find shopping online with us straightforward, but just in case you have any questions, our customer services team is on hand to help. Just chat with us directly on the website or speak with us on 01325734835* or 07951568222*. from 7am to 11pm Monday to Friday, 8am to 11pm on Saturdays or 9am to 10pm on Sundays.* Mobile and other provider's charges may vary.