DELIVERY POLICY

Local Friday Delivery is available for the following postcodes in Basingstoke are RG21, RG22, RG23 & RG24 and cost £3.00. For orders over £20.00 delivery is Free. Minimum order - £10.00. We will leave your delivery by the front door and will ring your bell to let you know. Alternatively, we will follow the instructions provided in the Delivery Instructions.

If your address falls out of this area but is still nearby, please let us know and we will see what we can do.

UK delivery is available on standard Delivery rates which are determined by the weight and size of the package. We would normally use Roal Mail to deliver your package or another Delivery company if that would be more suitable for your order. The price will be indicated on the checkout page when selecting the delivery method. If for any reason, the price needs to change, we will inform you via email provided.

Collection - We can provide FREE collection service during Saturday Market hours. Please see the Main page for the details of the market. The minimum order amount requirement is - £5.00 and the best time for collection 10:00-11:00, please have Order details on hand.

Timings to place the orders for Local Delivery and Collection:

- Please place your order by Thursday 15pm for Friday's Delivery and Friday 15pm for Collection on Saturday.

- For UK delivery orders, we will pack and give the package to the delivery service provider in the next 48 hours. We will usually aim to do this by the next working day, but we can not always guarantee it. After that, the delivery time will depend on what you selected in the checkout.

-We aim to ensure freshness, which means, we will pack your order (specifically food) on the day we going to do the Delivery or drop off to a courier, unless order quantity prevents this.

PACKAGING

We will be using our biodegradable food grade paper bags for dry food (they might be double or triple packed, depending on the quantity of the item you ordered) and NatureFlex Home Compostable bags for spices and those items that could contaminate other items in your order.

If an item comes individually packaged from the supplier, we won't be replacing the original packaging and will add it to the order as is. For example, the individual toothbrush is packed into it's own cardboard box.

All the above will be packed into the cardboard box which most likely will not be new, but reused from our own deliveries or sourced from friends, neighbours and by other means. That means, the outside of the box might have some logos or other descriptions not related to our business.

You can also save us our boxes and return them on the next Delivery.

The box will be sealed with Paper tape.

Orders will be processed on a first-come, first-served basis, therefore if an item becomes out of stock or only partially fulfilled, your invoice will be amended accordingly.

RETURN POLICY

RETURNS

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Due to the nature of our product dispensation, we are unable to offer refunds for any food items, unless faulty. This must be brought to our attention as soon as possible after receipt of the goods, no later than 7 days after receipt of the goods.

We do not accept responsibility for the long-term storage of any produce. It is your responsibility to transfer any perishable items to adequate storage such as an airtight container or jar upon the receipt of goods. We are unable to offer an exchange or refund on our non-food products unless they are faulty.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, please review your bank account again. It can take up to 10 days for a refund to be processed and to show up in your bank or Paypal account.

Please also contact your credit card company, it may take some time before your refund is officially posted.
Contact your bank, there is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@fillthemup.com

PRE-ORDERED ITEMS

All orders are final and we do not offer refunds for pre-ordered items unless we are unable to get the product from our suppliers within a reasonable time frame. If you wish to cancel a pre-ordered item we may at our discretion offer store credit but we are unable to refund the item.

SALE ITEMS

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at Hello@fillthemup.com

SHIPPING

To return your product, first, email us at hello@fillthemup.com and we will provide you with an address or the location to return it.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.