Question 1

Do you deliver across the UK?

Accepted Answer

We deliver to most UK postcodes. Availability can vary for remote areas and for chilled or frozen products, so the final options are confirmed at checkout based on your delivery address.

Question 2

How quickly will my order arrive?

Accepted Answer

Dispatch and delivery timing depends on your postcode, stock availability, and the delivery service selected at checkout. We show the latest available option during checkout and send updates by email once your order is confirmed and dispatched.

Question 3

How can I track my order?

Accepted Answer

Use the delivery tracker page with your order reference, or sign in to your account to review your recent orders. Once a shipment has been fulfilled, the tracker will show the latest fulfillment and payment status we have on file.

Question 4

How are chilled and frozen items packed?

Accepted Answer

Temperature-sensitive items are packed separately and shipped only to areas and on services that can support them. We recommend that someone is available to receive these items on the first delivery attempt.

Question 5

What if my order arrives damaged or expired?

Accepted Answer

We do not accept product returns once an order has been delivered. However, if an item arrives damaged or with an expired use-by date, we will issue a refund. Email hello@grofresh.co.uk within 7 days of delivery and include your order number, clear photos of the affected item, photos of the outer packaging, and a short description of the issue. We will review your request and confirm next steps. Your statutory rights under the Consumer Rights Act 2015 are not affected.

Question 6

Can I cancel or change my order?

Accepted Answer

If your order has not yet been packed or dispatched, we may be able to cancel or amend it. Once dispatch has started, the order can no longer be cancelled or amended. If an item then arrives damaged or expired, please see the FAQ entry on damaged or expired items for the refund process.

Question 7

Do you provide allergen information?

Accepted Answer

We try to show ingredients and allergen information on product pages where available, but packaging may change. If you have a severe allergy, please review the product label carefully on arrival and contact us before ordering if you need more detail.

Question 8

Do I need an account to place an order?

Accepted Answer

You can browse the catalogue freely, but you will be prompted to sign in or create an account before checkout so you can manage delivery details, order history, and support requests more easily.

Question 9

Which payment methods do you accept?

Accepted Answer

We support major card payments and the checkout options shown on the site at the time of purchase. Availability can vary depending on your basket, device, and payment provider.

Question 10

Do you offer substitutions if an item goes out of stock?

Accepted Answer

We do not assume substitutions unless that is clearly explained during the ordering process. If an item cannot be fulfilled, we may remove it from the order and adjust the final total or contact you where appropriate.

Question 11

How long do refunds take?

Accepted Answer

Where a refund has been approved (for example, where an item arrived damaged or expired and was reported within 7 days of delivery), the refund is issued back to the original payment method. Bank and card processing times vary, but most refunds appear within 5 to 10 working days after we complete the refund.

Question 12

How do I raise a formal complaint?

Accepted Answer

Email support@grofresh.co.uk with 'Complaint' in the subject line. We acknowledge all complaints within 2 working days and aim to resolve them within 10 working days. See our Complaints page for the full procedure and escalation options.

Question 13

Do you use cookies on the site?

Accepted Answer

Yes. We use essential cookies to keep the site working, remember your basket, and support secure checkout. With your consent, we also use analytics and marketing cookies. You can manage your preferences at any time through your browser settings. See our Cookie Policy for the full details.

Question 14

Do you deliver to Northern Ireland and Scotland?

Accepted Answer

No. We currently do not offer delivery to Northern Ireland or Scotland. We deliver to most other UK mainland postcodes, and the delivery options available for your address are shown at checkout. We are working to expand our coverage.

Question 15

Do you provide same-day delivery?

Accepted Answer

Yes — we currently offer same-day delivery in selected areas of Manchester, covering Middleton and Ashton-under-Lyne, and we are expanding the service to more areas. When same-day delivery by GroFresh is available for your address, it appears at checkout as a slot-based option where you can choose a same-day delivery time window, and GroFresh will deliver your order.

Question 16

What happens if I am not home for delivery?

Accepted Answer

The courier will usually leave a notification card and attempt redelivery, hold the item at a local depot, or leave the parcel at a safe place if you have specified one. If a delivery is attempted but cannot be completed because no one is available and you have not left safe-place or alternative instructions, responsibility for the order passes to you — we cannot refund or replace chilled or frozen items that deteriorate in this situation, and you will need to arrange a redelivery or collection. To avoid this, please nominate a safe place at checkout or make sure someone can receive the delivery, especially for chilled and frozen items.

Answers for the questions customers ask most.

Answers for the questions customers ask most.