Frequently asked questions
- Can I edit a recurring order?
Yes - you can go into any order you wish for a particular week and edit the order to suit. You can delete or add more items into a basket as required. Remember that any edits you make to an order must be saved for the changes to apply. You can make changes to a recurring order for just that week or for every recurring order.
- What is a recurring order?
A recurring order is an order which you have compiled that is delivered to you at the same day and time each week. You can create a recurring order by selecting the 'yes' button next to the recurring order option at the top of your shopping basket. You can then select the frequency that you wish to receive your recurring order - once a week, every two weeks, every three weeks or every four weeks.
- Do I have to build up my order all in one go?
No. You can build up your order over several days, adding to it as you think of items that you need - and amending quantities or removing items as you need to. As soon as an order is created and items are added to your basket, it is automatically saved and your basket will be there every time you log in to the site. You must, of course, remember that your order will not be placed until you have chosen a delivery slot and clicked on the 'Confirm' button to confirm your order.
- What’s the deadline for placing an order for delivery?
The answer to this question depends on which timeslot you have selected and what is in your order - the timeslots shown in the 'choose timeslot' window should all be available for most of the products in our range.
If there are any fresh meat, fish or bakery products in your order, or any other products which have the 'clockface' icon next to them in the product listing, then this may mean that the cut-off time for placing your order is earlier
- How do I place an order?
Visit http://www.cornishfoodmarket.co.uk and click Login. Use your new username and password to log in.
Click on ‘Start Shopping’ to access the 1000’s of great fresh and local products at your fingertips. Navigate to the products you want to buy, select the quantity and click ‘add’ – this means that this product will automatically be added to your 'basket' which appears to the right of your screen. You can add more products or delete products at any time.
If you want to search for a specific product without navigating through the product categories, type the name of what you are looking for into the 'Looking for something?' box to the top right of the screen and click on the magnifying glass to bring up a list of products that match your search.
Some products like loose apples can be ordered by weight or quantity – if you need 2 apples click the ‘Items’ button and enter 2 in the quantity box, or if you need 2 kilos click the ‘Kilos’ button and enter 2 in the quantity box. You can order fractions of a kilo - simply enter, for example, 0.5 or 1.75 in the quantity box.
You can also add products to ‘Your Favourites’ so that you can quickly find these products next time you shop. To view ‘Your Favourites’ at any point, click the heart shaped tab next to ‘My Account’. (All products you have previously ordered are automatically added to Your Favourites.)
Once you have placed all the products you want into your basket, simply click ‘Confirm this order’ button at the bottom of your basket to place your order. You can make changes to your order as often as you like, but you must always click confirm again to register the changes.
Choose and save your ideal delivery time slot. The 'choose timeslot' window shows which delivery slots are available and how much you need to spend to qualify for free delivery. If your order contains any meat, fish, bakery or any other products with the 'clock face' icon on the product listing, you may need to choose a later timeslot to give us time to get those fresh products in from our suppilers.
You can also set up a standing order to make shopping even simpler!
As you have already stored your credit card or other card details when you set up your account, you do not have to enter any payment details each time you place an order - after you have confirmed an order, and it is ready for delivery, the cost of that order will be taken from your card.
Then just sit back and let us do the hard work - your shopping will shortly arrive at your front door.
When you receive your shopping, tell us what you think…we’d love to hear from you!
- How do I change or cancel an order?
Visit cornishfoodmarket.co.uk, log in to your account, select the ‘My Account’ tab and click on ‘Order information’ on the right hand side. Select 'View upcoming orders' and then 'View/edit' to change an order you have placed, or 'Remove' to cancel it. You must click on the 'Confirm' button at the bottom of your basket to confirm any changes you make to the order. Any changes or cancellations must be made before the cut-off time for the particular order.
- What is your returns policy?
If you have a substituted product that you don’t want, please return it with your delivery driver accompanied by the grocery returns form. If one of your products is damaged, please fill in the grocery returns form that arrived with your shopping and send back with to us with your driver with as much detail as possible about the damaged products you have received. We will follow this up immediately as long as we have the product and the grocery returns form.
If you discover a problem with your order after your driver has left, please contact the cornishfoodmarket.co.uk team on 01326 371 951 between 9am - 9pm Monday to Saturday.
- How is my order confirmed?
When you place your order, you will receive a confirmation email. You can also select the 'My Account' tab and click on 'Order information' to check that your order is confirmed and to track its progress.
- Do you have a recycling and green policy?
Yes, cornishfoodmarket.co.uk is proud to say that all of our team members are fully trained to understand the importance of recycling and what impact it has on the environment. Because of this and the large amount of plastic, cardboard and other material that come through our offices and distribution centre everyday, we take recycling very seriously. All of our delivery drivers will pick up all of our carrier bags for recycling and reusing - you can help us a lot by leaving the bags out for collection if you are not in. You can also help us to reduce our carbon footprint by introducing your neighbours to us - meaning that we could deliver at the same time as we deliver your shopping.
- Where can I get some recipe ideas?
There is a handy little tab called ‘Recipes’ on the top of the website. This page shows some delicious and mouth-watering recipes that are easy to follow. We even feature some of Cornwall’s top chefs showing you how to recreate fabulous dishes using fresh and local produce exclusively from cornishfoodmarket.co.uk.
- How do I find products?
Click the 'Start Shopping' tab at the top of the page. Thousands of products are stored within each of the categories and are easy to find. If you can’t find the products you are looking for use the search facility at the top right hand side of our website.
- Do cornishfoodmarket.co.uk stock any organic food?
Yes, some of our suppliers provide us with fresh and local organic produce. We will always detail on an individual product if it is organic. We don’t stock only organic produce as it would be very difficult to offer a full range – our commitment is to supporting local producers and giving them a route to market, a few of them are organic but most are not.
- What does ‘guide price’ mean?
The price quoted in your shopping basket on the cornishfoodmarket.co.uk website is a guide price only. This means that the price you pay may be slightly different to the price you see on the website. This is because you may have ordered fresh goods such as fruit and vegetables, cheese or fresh meat which will need to be weighed, and depending on the final exact weight the price may vary slightly from the price on the website. Also, some of the products ordered may not be available in which case, if you have opted in to receive substitutions, we will send you a product which closely matches your original product.
When you receive your order you may return a product and receive a full refund if you consider the difference between the guide price on our website and the charged price is unacceptable or that the product substituted is an unacceptable alternative to the one you ordered. We hope to minimise the number of substitutions and any difference between the guide price and the actual price you pay.
- What is your privacy and security policy?
You can be 100% assured that cornishfoodmarket.co.uk will look after your personal details and not release any personal information to third parties unless otherwise instructed by you. Our Secure Server Software (SSL) encrypts your payment card information to ensure your transactions with cornishfoodmarket.co.uk are safe and secure as you purchase your shopping.
- How do I pay for my shopping?
We ask you to set up an RBS WorldPay FuturePay account when you create an account with cornishfoodmarket.co.uk. This is a very quick process (as quick as a standard credit or debit card payment) and you only have to do it once. FuturePay from RBS WorldPay is a service provided by the Royal Bank of Scotland, and is a global leader in secure online payment systems, processing on average over 12 million transactions every day. Once you have set up your account, your payment card details are stored securely by FuturePay and as long as the card details are up to date your payment will be completed automatically each time an order is dispatched. You can set up a FuturePay account with any credit or debit card (except Electron) and cancel the arrangement at any time.
The first time you place an order with us when the order passes the cut-off time our software will attempt to take a deposit of £5.00 via WorldPay. This is a security measure to check the validity of the card you have entered into your WorldPay FuturePay agreement. If this deposit cannot be taken then we know the card is invalid and your order will not be placed. If the deposit is taken successfully your order will be processed and the £5.00 credited to your cornishfoodmarket.co.uk account and used as part payment of your first order. Please note this is a one-off deposit that is immediately returned when we process and dispatch your first order - we do not keep this £5.00.
Unfortunately, at the present time, we are unable to accept payment by cash, cheque or bank transfer.
- How do I update my expired credit card?
When your current card is nearing its expiry date you should receive an email reminder from cornishfoodmarket.co.uk advising you to update your card details. Before your card expires you will need to update your card details in your RBS FuturePay account to continue shopping. You can access your FuturePay account by clicking on the link in the ‘Payment Summary’ box in your ‘My account’ page.
For step by step instructions on how to update your credit or debit card details, follow our 'How to Update Your Credit Card Details' guide.
- How much is delivery?
Within most of Cornwall we offer free delivery for all orders over a minimum spend. This minimum is displayed when you choose a delivery slot. For orders below the minimum and orders for the rest of England and Wales including the Isles of Scilly there is a very reasonable scale of charges. For the rest of England and Wales the charges depend on the total weight of your order. To find out what the minimum delivery charge for your postcode is please enter your postcode in the 'Check my postcode' box and then click to 'Book a delivery slot'. The delivery slot window will show the minimum delivery charge to you postcode - this charge will cover up to 15kg of goods.
- Can I order a delivery if I’m coming to Cornwall on holiday?
If you are coming to Cornwall on holiday we can deliver to your holiday cottage, caravan or even tent as long as you provide the correct address information. This means you don’t need to bring food with you or travel to a supermarket within a few minutes of arriving. Just create an account, book a delivery slot for shortly after you arrive and choose your shopping - then let us take care of the rest .
- Where can my order be delivered?
Your order can be delivered direct to any address within our delivery area which is anywhere in England and Wales subject to any delivery charges which may apply. In your account set up you can specify as many addresses as you need and specify which orders go to which addresses.
- How can I check the delivery area?
Just type the delivery address postcode into the postcode box and a box will pop up telling you whether we deliver to your area and, if we do, what delivery slots are available and what delivery charges, if any, may apply.
- Do I need to be in to sign for my order?
We prefer it if you are in but if you are not then you need to instruct us regarding where we can leave your goods in a secure covered area. This can be done by selecting the 'My account' tab, clicking on 'Delivery details', clicking on 'Edit address' and entering details in 'Special Instructions'. If you order age restricted items like alcohol, you or someone over 18 will need to be in to accept delivery of your order.
cornishfoodmarket.co.uk operate a ‘Challenge 25’ policy which means that anyone who appears to be under 25 years of age will be asked to provide proof of age (photo ID card, photo driving licence etc) before our drivers will leave age restricted products.
- When can my order be delivered?
Once you have started to build an order you will be able to assign it to a delivery address, and once you have chosen the delivery address you will be able to choose a delivery timeslot by clicking on the 'Book a delivery slot' button. You can choose your delivery slot at any time while you are building up your order, but you must choose a slot before you confirm your order. When you click on 'Book a delivery slot' a new mini-window will open in front of your main screen showing which delivery slots are available. The slots available are highlighted in green. Simply click on the slot you want and click 'Book delivery slot'.
- Who can sign for a delivery?
Anybody who is in the household at the time of delivery and who is over 18 years of age can sign for your delivery.
- Why have you substituted one of my products I ordered?
At cornishfoodmarket.co.uk we select and pick the best products for your shopping basket on the day of your delivery to ensure the ultimate freshness. Because of this, not all the products you ordered may be available when we pick the products.
We have substituted your products because you selected to ‘opt in’ to this service when you first registered or if you changed the option on ‘My account’. If you wish to change this so that none of your products are ever substituted, please login and visit ‘My Account’, click ‘Preferences’ and uncheck the box reading ‘I’m happy to receive sensible product substitutions’.
- What if my delivery is late?
We will always endeavour to deliver your shopping when you want it, however, sometimes delays are inevitable and outside of our control. You will be informed by the cornishfoodmarket.co.uk team if there are any delays with your delivery. If you find that your delivery is late and you are not informed of this, please call us on 01326 371 951.
- Can I order my delivery without bags?
No. At this time, we only deliver your shopping in recyclable bags but have a strict recycling policy which we strongly enforce at cornishfoodmarket.co.uk. To help us, please leave any of our bags out for collection with your next delivery and we will recycle or reuse them.
- What happens if it rains? My shopping will get wet!
If you are out, please make sure that you leave instructions for our drivers to leave your shopping in a covered place, for example, with a neighbour or in your garden shed. You can give instructions regarding where your shopping can be left by selecting the 'My account' tab, clicking on 'Delivery details', clicking on 'Edit address' and entering details in 'Special Instructions'.
- What do the icons next to my order mean?
At the top of your 'my account' you will see a list of icons which represent your order status. They look like this:
Unconfirmed - this means that you have created an order but this order is yet to be confirmed. An unconfirmed order will not be delivered to you, nor will we take payment for this order. You must confirm this order before we can process it.
Confirmed - this means that you have placed an order and it has been sucessfully confirmed. The order is now in our system ready to be processed.
Processing - this means that we are picking and packing the items on your order ready for payment and delivery.
Delivered - this means that we have sucessfully deliverd your order
Holiday - this means that your order has been sucessfully placed on a holiday break. A holiday break enables you to set up a break from receiving your recurring order. You can select the dates that you do not wish to receive the order on as you are on holiday, or simply, you don't want to receive your recurring order on this day.
- How do I set up an account with cornishfoodmarket.co.uk?
Visit cornishfoodmarket.co.uk and click ‘Create an account’. You will first be asked what your postcode is to ensure that we can deliver in your area at present. If we do deliver to your postcode, then you will be asked to fill in your account information. If we don’t currently deliver, please keep an eye on our site and sign up to our newsletter and we will keep you updated of new delivery areas.
Click ‘save and continue’ when you have completed the account information page, complete the delivery address and make sure you leave any special instructions for your delivery driver - for example where you would like your delivery left if you are out.
Click ‘save and continue’ and proceed to contact. You can add another address if your delivery address is different to your contact address.
Click ‘save and continue’ and review the account summary – make sure all your details are correct and edit if necessary. Then click ‘save and continue’ to proceed with your WorldPay account setup. At this point you are asked to give your nominated card details but don’t worry - no money will be taken from your card until you confirm an actual order. We simply take your card details now so that you only have to put your card details in once – easy!
We have set up a secured payment site with Royal Bank of Scotland WorldPay so that you can be assured that your card details are securely held and any transactions made are only seen by us and your bank. RBS WorldPay is a global leader in secure online payment systems, processing on average over 12 million transactions every day.
When you arrive at the WorldPay site, select the card you will be using and you will automatically proceed to a ‘secure account page’. Log in to your WorldPay Administration account if you have one already, if not, enter your nominated card details in the ‘card details’ and ‘cardholder details’ section. Click ‘proceed’ to submit your card details. The process is now complete and you will see a thank you screen confirming the payment details. You will also be sent an email with the payment details on. Click ‘back to cornishfoodmarket.co.uk’ to start shopping!
- How do I add another delivery address to my account?
Click on 'My Account' and click 'Delivery details'. You can edit your current delivery addresses or add another one.
- How do I change my email address and other personal details?
Simply log in to your account, click on the ‘my account’ tab and on the right hand side you will see a box called ‘personal information’, click this and in the email address box, change your email address and click ‘save changes’.
- Why do you have to be over 18 to have an account?
We feel that we have a responsibility not to sell our products to those who are vulnerable. That means that no alcohol will be sold to anyone under 18 years of age. Please do not try to purchase age-specific products if you are not eligible, we do check!
- I have forgotten my password
If you forget your password please click on the 'I forgot my password' link on the login screen. You will be asked your security question and then sent an email with a link to enable you to reset your password. We cannot tell you your old password as the encryption is one way, so you will have to pick a new password.