Explore our knowledge base of Frequently Asked Questions and find a solution to your query.

  • How does Snappy Shopper work?

    Customers download our app, pop in their postcode and order groceries from their local store, then  - in partnership with the store - deliver directly to your door in as little as 30 minutes.

  • Do you offer both “delivery” and “click and collect” services?

    Some of our stores offer delivery and collection services to allow you to shop in the best way for you, however, this service is not available across all locations just yet.

  • Can I pay in cash?

    Some of our stores will accept both cash and card payments but others only accept cash. In short: it’s store specific. 

    The payment options the store accepts will be indicated at the payment stage of your order. Alternatively, please call our customer service team on 0333 900 1250 and we can check your local store for you.

    Our Snappy Shopper Customer Service superheroes operate 7 days a week:

    Monday - Friday: 9am – 8pm

    Saturday - Sunday: 11am – 8pm

  • What happens if an item is out of stock?

    Stores try their best to provide the products you have ordered but unfortunately products can sometimes be out of stock.

    If this happens, the store may offer to substitute your product as best they can. If the substituted product is cheaper  you’ll be refunded the difference. If the substitute is more expensive you won’t be charged any more than the original item. 

    Any substitutions are highlighted on your receipt. Please check this on delivery of your order and if you’re not happy with any substitutions just return them to the driver to be refunded for those items.

    Please note that refunds can take anywhere from 1-10 working days to return to your bank and this is dependent on your bank's refund policy.

  • Something went wrong with my order, what do I do?

    We’re sorry to hear this. Please get in contact with the store you placed the order with, their contact information is available within your order confirmation email. 

    Contact details of your local store are also available when you input your postcode and search for your local store.

  • Why was my order rejected?

    First of all, we’re sorry if your order has been rejected. Our stores aim to accept as many orders as possible, however, stores may reject orders because products are out of stock or they cannot make the allocated delivery time.

    If your order has been rejected, we’ll let you know by email. Any payment made will be voided and should show up on your statement within 24 hours, however, some banks can take up to 10 days to refund the transaction.