Refund policy
Returns and refunds
We're a grocery shop, so most of what we sell can't be resold once it has left us. This page explains what you can return, what happens if something is wrong with your order, and how refunds work. None of this affects your statutory rights.
Something wrong with your order?
If an item arrives damaged, faulty, out of date, or isn't what you ordered, or if something is missing, please contact us as soon as possible: ideally within 48 hours, and on the day of delivery for chilled and frozen food. Send us your order number and a photo of the item or packaging if you can.
We'll put it right with a refund or a replacement. Please don't send food back unless we ask you to.
Chilled and frozen items should feel cold to the touch when they arrive. If a delivery is missed and rescheduled, we can't refund chilled products that are no longer safe to eat (see our shipping policy).
If you collect your order in store, please check it when you collect it.
Cancelling an order
If you change your mind before your order has been dispatched, contact us as soon as you can and we'll cancel it and refund everything, including delivery and the service fee.
If we can't supply an item you ordered, we'll let you know and refund it.
Changed your mind after delivery?
Under UK law you can cancel and return most items within 14 days of receiving them, as long as they are unopened, sealed and in the condition you received them. This covers things like tins, dry food, drinks and household goods.
We can't take back the following unless they are faulty:
- fresh, chilled and frozen food, bakery items, and anything else that goes off quickly
- food, drink, medicines, vapes, toiletries and other personal care items that have been opened or unsealed after delivery
How to return an item
- Tell us within 14 days of receiving your order. Either log in to your account, find the order and select the items to return, or contact us.
- Once we've confirmed the return, bring or send the items to us within 14 days at: Continental Food Store, 96-98 Petersfield Avenue, Harold Hill, Romford RM3 9PH.
If you've changed your mind, the cost of returning the items is yours. Items sent back without a confirmed return can't be accepted.
Please pack returns carefully so they're protected on the way back to us. Items are your responsibility until they reach us, so we recommend a tracked service with enough cover for their value. If a return arrives damaged, we can't refund the damaged items and you'll need to claim from the delivery company you used.
If we ask you to send back a faulty item, we'll tell you how and cover the cost.
Refunds
Refunds go back to your original payment method. For returned items, we'll refund you within 14 days of receiving them (or of you showing us you've sent them back). For faulty or missing items, we'll refund you as soon as we've agreed the refund.
If you cancel your whole order after changing your mind, we'll also refund the service fee and delivery, up to the cost of our cheapest standard delivery option. If you return only part of an order, delivery and the service fee aren't refunded.
Your bank may take a few days to show the refund. If you haven't received it 10 working days after we've confirmed it, please get in touch.
Exchanges
We don't exchange items. Please return the item and place a new order for the one you'd like.
Contact us
Email:
Phone: 01708 606470
Or visit us at the shop: 96-98 Petersfield Avenue, Harold Hill, Romford RM3 9PH (Monday to Saturday 8am–7pm, Sunday 8am–2pm).