Frequently Asked Questions

How do I place an order?

To place an order, simply go to the ‘Order’ tab at the top of the page and select which option you wish to order, and whether your need is an ‘Emergency’ or if you are ‘Here to Help’ using the drop down box. There is more on that option further down this page. You can then add your dietary requirements and allergen information, and we will make sure your delivery doesn’t contain items you have a sensitivity or allergy to. Each option on the order tab offers discount codes so you can pay the price you feel you are able to pay during checkout. Simply paste the code into the promo code area in your cart, apply the code using the button, and voila! You will only pay what you are able. 

What about shipping?

We ship within Suffolk, local to our food hub in Woodbridge. If you’re unsure if that includes you, don’t be afraid to drop us a message to ask. When you order, if for any reason we aren’t able to ship to you, because we’re short on drivers in that area for example, we’ll notify you with other options, including a full refund. You can also select which shipping fee you can afford or request to collect your order. 

What does 'Pay As You Feel' mean?

We offer a pay as you feel scheme, so you can pay what you feel you can afford, or what you feel our service is worth. If you can’t afford to pay, get in touch, we will do our best to help. We often provide a discount code for you to remove any financial barriers stopping you from accessing food. The delivery can also be offered for free.​​ If you can afford to pay, your financial contribution will help offset those who cant. So do pay what you can afford, you’re helping those who may be struggling.  

Are you struggling?

If you are struggling for any reason during these unprecedented times, know you are not alone.

You can call the Home, But Not Alone phone-line if you live in Suffolk and need urgent help during the coronavirus (COVID-19) pandemic. 

This emergency phone-line is for people who:

  • do not have support available from friends, family or neighbours
  • are struggling for food, medicines or other essential supplies
  • are feeling lonely and isolated

If any of these apply to you, just call 0800 876 6926 (available 9am to 5pm every day, including weekends). 

What about Returns & Refunds?

Should you be unhappy with the food, for any reason, please contact us immediately so we can resolve what may have gone wrong. Every effort is made to ensure you receive healthy food saved from going to waste, within the time scales offered and taking into full consideration your dietary requirements, sensitivities and allergies. If you are not happy, we can offer a full refund. 

If you have any more questions, please don’t hesitate to contact us using the contact page or our details below and we will be happy to help.