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FAQ'S

1. IS REGISTRATION REQUIRED BEFORE I CAN SHOP?

You can browse the shop and add to your trolley before you've registered with us. However, we recommend registering first so you can check delivery speed for your postcode. You can also checkout as guest in case you choose not register but simply shop with fast checkout.


2. HOW CAN I CHECK IF YOU DELIVER IN MY AREA?

We recommend that you register with us to check. It only takes 30 seconds, and we'll let you know immediately if we deliver to your postcode. But you can also use ‘check by postcode’.


3. WHAT IS THE MINIMUM ORDER VALUE?

There is no minimum order value. You can order anything and there will be a delivery charge. There is no delivery charge on orders over £50. All 90 minute and same day delivery orders are considered as Express service orders and hence automatically have a delivery charge, no matter what the order value.


4. HOW MUCH DOES DELIVERY COST?

There is 4 types of delivery service
90 mins : £9.99 on weekdays & £14.99 on weekends Friday to Saturday
Same day: £7.99 weekdays & £9.99 on weekends Friday to Saturday
Next day delivery: £5.99
Following or another day delivery: £5.99


5. WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit and debit cards: Visa, MasterCard, Visa Delta, Visa Debit, American Express.


6. WHAT HAPPENS IF I MISS A DELIVERY?

If you're not at home when your delivery arrives, your driver will try to reach you by phone. If they fail to get hold of you, they'll leave a card letting you know what time they arrived, and asking you to contact us on 0203 8088 336 or the number provided on the card. Always make sure you contact us straight away. NOTE: If you do miss a delivery, we cannot guarantee that the driver will be able to return with your order on the same day.


7. CAN I PLACE MY ORDER OVER THE PHONE?

Afraid not. We're an online company, so all orders must be placed through our website or mobile apps.


8. WHERE CAN I FIND MY ORDER DETAILS?

You'll find an 'Orders' tab in the toolbar when you sign in to your account. There's also a 'My orders' button in the 'Welcome back' box at the top of the page. Click on either of these to view existing and previous orders.


9. HOW DO I KNOW IF I PLACED MY ORDER CORRECTLY?

When you've successfully completed an order, we'll show you an order confirmation page as well as sending you a confirmation email containing your order details.


10. CAN I CHANGE AN ORDER ONCE IT'S BEEN PLACED?

You cannot make changes to an express order i.e. 90 mins delivery or same day delivery. You can of course place additional order to add things. Incase of the next day delivery, the order will stay editable upto a certain time depending upon your delivery and our collection area in that case. Using our website or app, find the order you want to change, then 'Edit' the order to make changes. You can add or remove products, and even change the delivery slot.


11. HOW DO I CANCEL AN ORDER?

On our website or app, go to Orders. Find the order you wish to cancel, and select 'Cancel order'. You can edit or cancel orders right up to their cut-off time, which is usually the day before the delivery is due. If you need to cancel an order after its cut-off time, please call our Customer Service team on 0203 8088 336. Please note: if you cancel after the cut-off time, you may be charged for the perishable items in your order. As a consumer, you have certain legal rights regarding the return of goods that are faulty, damaged or not as described. Our refund policy does not affect your legal rights. Our returns policy is in accordance with statutory rights under the Consumer Contracts Regulations. For more information about these rights please contact your local authority Trading Standards Department, or Citizens Advice. You can also refer to the Which? website.


12. WHAT IS YOUR RETURNS POLICY FOR NON-PERISHABLE PRODUCTS?

If you've changed your mind about a non-perishable item, you have up to 14 days after your delivery to contact us for a refund. Call us on 0203 8088 336 or email contact@liqroo.com. We'll go through your options with you and arrange for your refund and return. All we ask is that you return products in a re-saleable condition, with their original packaging and tags (if applicable). This means that if a product is sealed or has a hygiene seal, we ask that you do not remove this seal until you're sure you're keeping the item. When we get the item back from you will process your refund within 14 days. While we don't offer exchanges, you're more than welcome to reorder any refunded item on your next shopping with Liqroo.


13. WHAT IS YOUR RETURNS POLICY IF THERE'S SOMETHING WRONG WITH THE PRODUCT?

If you discover that there's something wrong with the product, such as a fault, damage or it's not as described, you can email us at contact@liqroo.com; we'll be happy to help go through your refund options with you. As a consumer, you have certain legal rights regarding the return of goods that are faulty, damaged or not as described. Our refund policy does not affect your legal rights. Our returns policy is in accordance with statutory rights under the Consumer Contracts Regulations. For more information about these rights please contact your local authority Trading Standards Department, or Citizens Advice. You can also refer to the Which? website.


14. WHAT IS YOUR RETURNS POLICY FOR PERISHABLE PRODUCTS?

If there are any perishable items in your delivery that you're not happy with, you can either hand them back to your driver – who'll take them off your bill. Unless there's something wrong with the item, unfortunately we can't offer a refund for any perishable items you change your mind about after your delivery. Our returns policy is in accordance with statutory rights under the Consumer Contracts Regulations.


15. HOW DO I UPDATE MY DETAILS?

All your personal details are held in your account settings. To edit your existing details, simply sign in and click on the 'Account settings' tab towards the top of the page. Then select the category you wish to add to or amend, completing the relevant fields on each page.


16. CAN I HAVE MY SHOPPING DELIVERED TO A DIFFERENT ADDRESS?

Of course – you can have your shopping delivered wherever you like. Go to your Delivery address book to add a new address. Different areas will have different delivery timelines.


17. HOW DO I CHANGE MY DELIVERY DETAILS?

To change the delivery instructions for an address, simply edit an address in your Delivery address book. Add the new address and ‘set it as default’


18. WHAT HAPPENS IF I FORGET MY PASSWORD?

When you try to log in, select the Forgotten your password? link. Follow the instructions and we'll email you a secure link so you can reset your password.