FAQ

Delivery FAQ's

Where do you deliver to?

We use Royal Mail, Parcel Force and DPD for all of our deliveries so as long as you live in England, Scotland, Wales or Northern Ireland, then we can quickly get snacks to you.

Unfortunately, due to BREXIT we are unable to ship to Europe at this moment in time.
DPD is not available for remote areas please visit our Delivery & Shipping page for more details.

When will my order be shipped?

We aim to dispatch all orders placed before 2pm (Mon - Fri) on the same day.

Orders received after this cut off time will be dispatched on the following working day.

How much will shipping cost?

Please visit our Delivery & Shipping page for more details.

Do I get a tracking number?

You will receive a confirmation email once your order has been shipped which includes your Royal Mail, Parcel Force or DPD tracking number. To track your order please visit our Track My Order page.

Can I pick a delivery day and time for my order?

We can’t guarantee an exact delivery day, however, if you drop us an email with your order number and let us know that you need a specific delivery date, we will do our best to make sure it is there for you when you need it. Royal Mail also don’t offer timed delivery services but they will give you a 2 hour delivery window on the morning of your delivery to let you know when they will be dropping of your Free From Direct order.

Can I collect my order from your warehouse?

Due to the nature of our warehouse & how busy it is on a daily basis you are unable to collect your order in person. But, don’t worry our couriers are very fast so it won’t be long until your box of goodies is arriving on your doorstep.

 

Order FAQ's

What is the minimum order value?

We don't have a minimum order.

How do I check my delivery or see my order history?

This can be easily done by logging into your account on https://www.freefromdirect.co.uk/account/login. Then scrolling down to your order history. Here you’ll be able to see your order status & find out your DPD tracking number.

 

Subscription FAQ's

How subscriptions work

Subscriptions are automatically renewed according to your selected delivery interval and the products will be automatically delivered by the shop after each successful renewal.
For example, if you started a monthly subscription, then the system will automatically charge your credit card each month and you will get the products to your doorstep each month, without the need to place the order by yourself!

Can I pause or cancel a subscription?

Yes, of course. You can pause or cancel a subscription any time you want in the customer portal. The only time when the subscription can't be cancelled is if you started a subscription which requires a certain number of payments before you can cancel it.
The customer portal can be accessed through the magic link you received in the email that was sent to you when you placed an initial subscription order in the shop. You can also access your subscriptions if you create an account in our shop by clicking the My Account button.

How can I skip or reschedule a charge?

You can skip or reschedule the charge in the customer portal. Each scheduled delivery will have a Skip payment button next to it, which you can use to skip the charge. You can reschedule the charge by clicking on the Reschedule button next to the delivery date.

Can I add products to my subscription?

Of course. You can add products to your subscription in the customer portal. Just click on the Edit button in the products card and edit, remove or add products to your subscription.

What happens if the payment can't be processed?

If the subscription can't be renewed because a payment can't be processed you will receive an email with a link where you can safely update your payment method.

What is Seal Subscriptions?

Seal Subscriptions (sealsubscriptions.com) is a provider of a subscription app on Shopify, which allows merchants to offer subscriptions in their shops. Seal Subscriptions basically provides the software for accepting, handling and managing subscriptions in the Shopify's platform.

Orders dispatched by our fulfilment partners

 

Why did my order arrive in more than one parcel?

Some products are stored and dispatched from a trusted fulfilment partner’s warehouse. If your order contains products from different warehouses, they may be sent in separate parcels and arrive at different times. You will not be charged additional delivery fees because we split your order. The product Page will show a notice if the item is sent from a separate provider.

Why does my parcel have a different company name or return address?

Some orders are packed and dispatched on our behalf by a trusted fulfilment partner. Their company name or warehouse address may therefore appear on the parcel, delivery label or tracking information. Free From Direct remains the retailer responsible for your order.

Will all the items in my order arrive together?

Not always. Products dispatched from our warehouse and products dispatched by a fulfilment partner will arrive separately. You may also receive more than one tracking number.

Are delivery times different for these products?

Delivery times may vary depending on which warehouse dispatches the product. The estimated delivery information provided during checkout will still apply, but parcels sent separately may not arrive at the same time.

Who should I contact if my parcel is late, missing or damaged?

Please contact Free From Direct with your order number on our contact us page here or reply to your order email. We will investigate the issue with the fulfilment partner or delivery company on your behalf. You do not need to contact the warehouse directly.

Where should I return an item dispatched by a fulfilment partner?

Please contact Free From Direct before returning anything. We will provide the correct return instructions and address. Do not automatically return the product to the address printed on the parcel or delivery label, as this may delay your return or refund.

Can I cancel or change my order after it has been sent for fulfilment?

Please contact us as quickly as possible. We will try to cancel or amend the order, but this may not be possible once the warehouse has started processing or dispatching it. Your statutory cancellation and return rights are not affected.

Who is responsible for my order?

Your purchase is from Free From Direct, and we remain responsible for your order, customer service and applicable refund or replacement. Our fulfilment partner only stores, packs and dispatches selected products on our behalf.

What personal information is shared with fulfilment partners?

We only share information necessary to process and deliver your order. This may include your name, delivery address, email address, telephone number, order number, products ordered and relevant delivery instructions.

For more information, please see our Privacy Policy.

Will fulfilment partners use my information for marketing?

No. We do not authorise fulfilment partners to use the customer information we provide for their own marketing purposes. The information is provided for order fulfilment, delivery and related support.

Will the fulfilment partner contact me directly?

You may receive an automated dispatch or tracking notification from the fulfilment service or delivery company. Any contact should relate only to processing or delivering your order. For general questions, returns or complaints, please contact Free From Direct.

Are these products dispatched from within the UK?

Products handled by our UK fulfilment partners are dispatched from UK-based warehouses for delivery to UK addresses.

Will an invoice or pricing information be included in the parcel?

Your purchase and payment are with Free From Direct. We do not ask our fulfilment partners to include a separate retail invoice or additional pricing information in your parcel.

Why did I receive tracking information from another company?

The fulfilment partner or delivery company may send tracking information directly as part of the delivery process. This is normal and does not change the fact that your order was placed with Free From Direct. If you are unsure whether a message is genuine, please contact us before clicking any links.