Contact & Delivery Instructions
Can customers leave delivery instructions?
Yes. You can add “special instructions” (e.g. ‘leave at door’, ‘ring buzzer’) at checkout or in your account. Quiver’s riders will review these before delivery.
Do you have purchase limits on certain products?
Yes. To ensure availability across customers, some items may have limits. Any restriction is shown when you add items to your basket.
Customer Offers
20% Off 1st and 4th Orders – Terms & Conditions
- This promotion gives eligible customers 20% off their 1st order and 20% off their 4th order placed on our website.
- The promotion only applies to orders with a minimum spend of £60, excluding delivery charges.
- The promotion is limited to one offer per household.
- The discount applies to qualifying products only and excludes delivery charges, gift cards, vouchers, and any other excluded items stated on the website.
- The offer cannot be exchanged for cash and cannot be used with any other discount, promotion, or voucher code unless stated otherwise.
- Orders must be placed online before the promotion expires. This promotion ends at 11:59pm on 15 December 2026 and cannot be used on or after 1 September 2026.
- We reserve the right to amend, suspend, or withdraw the promotion where necessary, including where there is suspected misuse, fraud, or breach of these terms.
- Standard website terms and conditions also apply.
Customer Orders
How quickly will my order arrive?
Through Quiver, we offer:
– Immediate delivery (within 1 hour)
– Same‑day delivery (by 8pm if ordered before cutoff)
– Next‑day delivery (next day between 8am–8pm)
– Delivery windows / time slots (selectable slot lengths from ~15 minutes up to several hours)
How will I be notified when my order is dispatched?
You’ll receive a confirmation and tracking info via email. From there you can view real‑time updates and the estimated arrival.
Can I contact the delivery driver?
Yes — Quiver provides contact details in the tracking updates once the delivery is assigned.
Can I edit my order?
Quiver allows amendments to address, contact information, or instructions up to the point of delivery. (Verify internal limits for order picking/packing).
What if I refuse or don’t accept my order?
If the delivery is returned, the order may be cancelled. You would then reorder.
Can I save my shopping list for future orders?
Yes — your list is retained in your account for reuse.
Will missed items be redelivered?
No. Missed items are not automatically re‑sent — you’d need to reorder.
Can I reserve out-of-stock items?
No. We do not offer reservations for currently out-of-stock items.
Deliveries
Which postcodes do you deliver to?
Quiver currently serves over 86% of homes in London, covering many central and Greater London postcodes. Not all postcodes may be covered — please check at checkout.
Can I receive delivery at workplace or public location?
Yes. Provide clear instructions (e.g. reception, concierge, meet downstairs) so the courier can locate you.
Can I change my delivery date?
Yes — Quiver’s system allows you to amend delivery time, address, or instructions until delivery. (Verify internal constraints).
What happens if I miss a delivery?
If no safe‑place instructions were left, the order returns to us. If left as instructed, it counts as delivered — any risk is on the customer.
Why was an item missing?
Occasionally, human error in picking occurs. Quiver provides insurance (‘Goods in Transit’) to handle losses.
How do you keep food fresh during delivery?
We pick, pack, and dispatch as swiftly as possible. Quiver’s riders use electric / emission‑free vehicles (e‑bikes, e‑cargo, etc.) to ensure speed and freshness.
Refunds
What is your refund policy?
We refund or issue vouchers for missing, damaged, or incorrect items. Please provide photos and email them to accounts@thegrocery.com.
How are refunds processed?
Refunds return to the original payment method or as account credit. It may take up to 10 working days.
How do refunds work if I paid with credit?
Credit is distributed evenly across items. Refunds apply only to the paid portion, not the discount.
How do refunds work if I paid with a voucher?
Refunds are credited to your account.
What if I was double charged?
Email accounts@thegrocery.com. Refunds processed within 10 working days depending on your bank.
Technical
How do I reset my password?
Click ‘Reset password’ on the login or account page; follow instructions sent to your email.
Who should I contact about website issues?
Email accounts@thegrocery.com.
I’m having an issue with a promo code or voucher.
Please email accounts@thegrocery.com for support.
I have an account settings issue.
Contact us at accounts@thegrocery.com.
Other Questions
Do you offer wholesale / trade accounts?
Click ‘Reset password’ on the login or account page; follow instructions sent to your email.
Where is The Grocery based?
52–56 Kingsland Rd, Hoxton, London E2 8DP.
How can I suggest a new product?
Email accounts@thegrocery.com.
What does 'local' mean?
Products are grown/produced within a close radius of London, outside large supermarket supply chains, supporting local & sustainable farming.
What does 'organic' mean?
At least 95% of the ingredients must be certified organic by an independent body (e.g. Soil Association).
What does 'biodynamic' mean?
A holistic farming method (Demeter certified) that excludes synthetic chemicals and additives, focusing on ecological balance.
What are parabens?
Parabens are preservatives used in cosmetics and food. They’ve been associated with hormone disruption, skin irritation, and cancer risk. We prioritise products free from parabens.
Why are some items seasonal?
Seasonal produce tastes better and is often grown more locally, reducing transport and environmental impact.
What about allergens?
Check product descriptions and packaging. If unsure, contact the manufacturer. We accept no liability for allergen consumption.
Holidays & Special Dates
Do you deliver on bank holidays?
Quiver operates 364 days a year, typically closed on Christmas Day only.
Can I pre-order for Christmas?
Yes — you can schedule orders ahead via our delivery page.
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What are your Christmas opening hours?
Mon–Sat: 8am–10pm
Sun: 10am–10pm
Closed: Christmas Day
