Terms of service

Terms and conditions

These terms apply when you use our website and when you buy from us online. Please read them before you place an order. Our shipping policy, refund policy and privacy policy also apply. None of these terms affects your legal rights as a consumer.

1. About us

Continental Food Store is a trading name of OHH FOODS LTD, registered in England and Wales (company no. 11695749), 96-98 Petersfield Avenue, Harold Hill, Romford RM3 9PH. VAT no. 324398491. Our online shop runs on Shopify.

You can contact us by email at our contact page, by phone on 01708 606470, or at the shop.

2. Ordering from us

You must be 18 or over to place an order. After you order, we'll email you to confirm we've received it. Our contract with you starts when we accept your order, which happens when we dispatch it, hand it to our driver or have it ready for collection. If we can't accept your order (for example, because an item is out of stock or there's a pricing error), we'll tell you and refund what you've paid for it.

We may limit the quantity of any item per order or per household, and refuse orders that appear to be for resale.

3. Prices, offers and charges

Our online prices are the same as our shelf prices in the shop and include VAT. Prices can change, but the price you pay is the one shown when you place your order.

We add a service fee of £1.49 once per online order to cover running our online shop, picking and customer service. Delivery charges are shown at checkout (see our shipping policy). Multibuy offers are applied at checkout.

If we've made an obvious mistake with a price or description, we may cancel your order and refund you in full, or contact you to ask whether you'd like to go ahead at the correct price.

4. Products sold by weight

Some products, such as deli meats, fruit and vegetables, vary in weight. We aim to pick within 10% of the weight you ordered (for a 500g item, between 450g and 550g); some deli meats can vary more because of how they're supplied. Where we can, we charge for the exact weight picked: if the price is lower, we'll refund the difference, and if it's higher, we may contact you about paying the difference.

5. Availability, substitutions and pre-orders

In your basket you can choose what happens if an item isn't available: Contact me (the default), Send similar or Refund it. We'll follow your choice.

If you've asked us to contact you first, we'll get in touch by email or phone. If we can't reach you and waiting would delay perishable food in your order (for example, when it's our last dispatch day before the weekend), we may send a similar item. Otherwise, we'll refund any item we can't supply.

Whenever we send a substitute, we'll charge you whichever of the two prices is lower, and you can refuse it on delivery or collection, or tell us within 48 hours, for a refund.

Some items can be ordered before they're back in stock. These are marked as pre-order and are sent when they arrive, which may delay your order. You can cancel pre-order items for a full refund at any time before they're dispatched.

6. Product information and allergens

We try to keep product descriptions and images accurate, but manufacturers sometimes change recipes, packaging or weights. Always read the label on the product before eating or using it, especially if you have an allergy or intolerance. If you have a question about a product, please contact us before ordering.

7. Age-restricted products and medicines

We operate a Challenge 25 policy. Alcohol, tobacco and vapes, and other age-restricted products are only sold to people aged 18 or over. If your order includes any of these, the person accepting the delivery or collecting the order must be 18 or over and may be asked for photo ID.

If they can't show it, we'll keep back the age-restricted items and refund them, and hand over the rest of your order. If the whole order has to come back with us (for example, because it's all age-restricted), we'll refund it minus the delivery charge you paid.

Alcohol can only be delivered within the hours our licence allows. By law, we limit the number of pain relief and other medicines you can buy in one order.

8. Delivery and collection

Our delivery options, prices and times are set out in our shipping policy.

For local delivery, we aim to arrive within the slot you choose, but we're not responsible for delays caused by things outside our control, such as traffic, bad weather, or a property that isn't safe to approach (including loose or dangerous dogs). Our driver will bring your order to your front door and, at their discretion, can carry it inside. If that isn't possible, they may ask to meet you as close to your door as they can. If a delivery can't be completed and needs to be rescheduled, we may charge for the extra delivery.

Your order becomes yours, and your responsibility, once it's delivered or collected. If you've asked us to deliver to someone else's address, we're not responsible for what happens to the order after delivery there. Please check your order when it arrives or when you collect it.

9. Cancellations, returns and refunds

How to cancel an order, what can be returned and how refunds work are explained in our refund policy. If anything in your order is damaged, faulty, missing or not what you ordered, please tell us as soon as possible and we'll put it right.

10. Our responsibility to you

If we don't keep to these terms, we're responsible for loss or damage you suffer that is a foreseeable result of that, or of our failing to use reasonable care and skill. We're not responsible for loss or damage that isn't foreseeable, or for any business losses, as our products are for domestic and private use.

We don't exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud, and for breaking your legal rights as a consumer, such as your right to goods that are as described, of satisfactory quality and fit for purpose.

We're not responsible for delays or failures caused by events outside our control. If one affects your order, we'll tell you as soon as we can, and you can cancel and get a refund for anything you've paid for and not received.

11. Using our website

Please keep your account details accurate and your login private. You must not misuse our website, for example by trying to get unauthorised access to it, introducing viruses, copying our content without permission, or collecting other people's information. We may suspend or close an account that's used in breach of these terms.

Our website may link to other websites that we don't control, and we're not responsible for their content. If you send us comments, ideas or reviews, you agree that we may use them, and you confirm they're accurate and not offensive or unlawful.

12. Changes to these terms

We may update these terms from time to time. The terms that apply to your order are the ones shown here when you placed it.

13. Other important terms

If a court decides that part of these terms is invalid, the rest still applies. If we don't enforce a term straight away, we can still enforce it later. Only you and we have rights under these terms. We may transfer our rights and obligations to another business, and we'll tell you if we do; this won't affect your rights.

14. Complaints and the law

If you're unhappy with anything, please contact us first so we can try to put it right.

These terms are governed by the law of England and Wales, and you can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

Last updated: 8 October 2026