Help

Frequently Asked Questions

If you cannot find the answer you are looking for, please get in touch with any questions to webshop@realplasticfree.com and we'll do our best to help.

Placing Your Order

Payment Delivery of Your Order Cancel, Returns, Refunds and Damaged Goods Your Account Other
How do I shop online? How do I pay? Do you deliver to my area? Can I return something I am not happy with? How do I create or change my password? What do the emails I receive mean?
How do I create an account? When will I be charged? Do you deliver overseas? When will I get my refund? Are my card details secure? I am having problems receiving your emails what should I do?
How do I find the products I want? What about VAT? How much will delivery cost? Why did I get a refund rather than a replacement? Can I repeat my last order? How do I know your products are organic?
Why does it say "Order now for dispatch after XXXX date"? Can I request a Saturday Delivery? How long will I have to wait for my order be delivered? Damaged goods Is there a list of products I usually buy? What can I do if I have problems viewing your site?
How do I enter a promotional code? What is a strong password? When will my delivery arrive? Do you send substitutes for sold out items and what is the policy for use-by and best before dates? I have forgotten my login details, what should I do? Help, my question is not here?
How do I place an order?   Can I track my order? Can I cancel my order? My account does not work can I phone in my order? What is Click & Collect?
How do I pay for my order?   What should I do if something is missing from my order? Why has my order been cancelled? Can I change my email address? Can I pick up my Click &Collect order at either of the Edinburgh stores?
How do I know you have received my order?   What should I do if my parcel is damaged? Cancellation Policy Can I change my username? How will I know when my Click & Collect order is ready for pickup?
Can I change my order after placing it?   Do I have to be at home when the delivery arrives? Why has my order been returned to you rather than delivered? Can I change my delivery and/or billing address? How long does a Click & Collect order take?
    My order is dispatched - where is it?   Can I unsubscribe from newsletters and other promotional emails? When do we send out parcels containing Fresh Fruit and Vegetables?

 

Placing Your Order

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QUESTION - How do I shop online? (Place an order)  

You are welcome to browse our site for as long as you need to – search our products, read the information and add items to your basket. You don't need to register for this.

When you add things to your basket they will be saved for you until you are ready to place your order.

At checkout, you will be given 3 options. Existing customer login. New Customer Login. Guest account. We recommend setting up an account as then your address details will be retained for future orders.

Create an Account

To shop online you will need to have a valid email address, a phone number and the ability to pay by either debit or credit card.

When you are ready to buy you can click [CHECKOUT] from your basket or at the top-right of the page. If you have not already registered with us, you will be prompted to create an account before you can place the order, you can create a guest account for a one-time purchase or setup a webshop account with us.

To create an account you will need to choose a Username (we recommend using your email for this) and a password. Your username cannot be changed once it has been created. All other details can be amended in ‘Your Account’.

(For security purposes Real Plastic Free staff are NOT able to see the password you create so please ensure that you keep your own record of the password you choose.)

Fill in the details you are happy to share with us. Remember an address will be essential if you want a delivery from us. When it is complete just click the [ FINISH] button. Now you can place your order.

Find what you want to buy

Use our search box. It's the green box at the top of each page.

You can filter your shop using the additional search box. Underneath the product pictures on each department page, there is an option to filter for Organic, Gluten Free, Vegan or Fairtrade. Tick the filters you want to apply. Remember to remove the filter if you want to see our whole range. If you do not choose to filter your shop, then you will see all the items that we offer for sale including any that are organic, gluten free, vegan or Fairtrade.

Finding the things you want can be done in different ways:

1) By category

On the home page of the shop hover over Shop Plastic Free on the left of the page and you will see a list of different sections to choose from. Click on one to browse the product list.

To return to where you were, use your back button on the browser.

2) Quick search

Use our search facility by typing what you're looking for in the Search box. Click the Go button. Any results found will be listed for you.

If you need further information on any of the products click on the product name or image and you will then be taken to the Product Details page. Here you will find all of the information you need relating to the product including

  • A detailed description
  • A list of the main ingredients
  • A larger image

If you would like more information on a product or think anything is wrong with the product details please contact webshop@realplasticfree.com

Returning Customers

If you are a returning customer who has already placed an order, you will find all the things you have previously bought from us are listed in 'Favourites' which can be found by clicking the link at the top-right of any pages in the webshop. Note that to use Favourites you will need to be logged in. You can also find your previous orders from [Order History]. From here it is possible to repeat entire orders at the click of a button or simply select some items from a previous order to add to your basket.

Doing Your Shopping

Add your shopping to your virtual basket by selecting the size you want and clicking the [ADD] button. If you want to order more than one of anything you can either click the [ADD] button again until the number you wish to buy are in your basket, or you can enter the number in the quantity box in your basket. Once you click [ADD] you will see the (Loading) sign appear and then a message on your basket confirming how many items are in it. Your basket can be accessed at the top-right of the screen.

(Note that if you are shopping on a tablet then the basket will only update when you refresh the page.)

When you are happy that your shopping is complete and your details are correct you can click the [Checkout] button. It is next to your basket at the top-right of the screen.

Checkout

When you have finished shopping you will need to checkout - click the [Proceed to Checkout] button when you have finished viewing the basket. (If you have not previously registered with us you will be prompted to do so. You will not be able to continue without registering an account or proceeding as a guest checkout.)

Please check that your billing and delivery addresses are correct and enter your card details. So you can be sure that your details are secure, at checkout you are transferred via a secure server to the payment gateway server, a 128bit SSL encrypted secure page where you complete your order by providing your credit card details to WorldPay. We can retain card details securely, please choose the option "Store your card for future use". Real Plastic Free staff cannot access any credit or debit card details.

If you're not logged in you will be asked to do so, and then you will be shown a delivery address.

If this is not the address you want the goods to be delivered to, then please enter the correct address details.

If the delivery address is not the same as the billing address (this must be the address your payment card is registered to) please check the box under ‘Billing Address’. Now enter the correct billing address.

Once the details are correct, click the Proceed button.  If you want to make a last minute change to your basket, click the Edit Your Basket button.

1) Place your order

Review the items and quantities you are ordering and check the delivery and billing addresses are correct. If you wish to change them at this point click the Edit Your Basket button. To change your basket you must then amend that page. To change delivery or billing details, simply press Checkout again and it will take you through the delivery page.

There is a section called non-delivery comments below your delivery details. Please put in any special requests, for example, if you need the goods by a specific date or are on holiday.

2) Payment method

We accept all major debit and credit cards with the exception of American Express. We do not currently accept PayPal. You may save your card details for future use if you wish to do so. Note that the details are stored by our world-leading payment provider - World Pay - and not on our website so you can be absolutely confident that they are secure.

3) Confirm order

If everything is OK then click the Confirm Order Now button. Note that clicking the button indicates that you are in agreement with our Term and Conditions. (You can read them here)

That's it, you're done. Now it's up to us.

Our Part

As soon as we receive your order we begin the processing. It's all very simple and straightforward and you'll be kept up-to-date throughout.

1) Pick Order

We process all orders received before 22:00 on that night (see our Delivery section for exceptions). Any orders received after this time are processed the following day. We collate all of the orders up until that point and check stock availability. We then process each order individually. All of the items are picked, packaged and stored ready for shipping. If any items are temporarily sold out due to high demand, you will receive an ‘Out of Stock’ email letting you know. You can access your order from the email to let us know if you would like the order sent immediately or held for all items.

2) Pack Order

When your order is ready for dispatch we will then take payment from your card. This is not done until your order is completed and ready to be packed. You will receive an email informing you that your order is packed and ready to be dispatched. You will also receive an email from our payment provider confirming that payment has been taken from your card.

3) Dispatch Order

Each weekday our couriers collect all parcels. Each parcel is sent using a 24 or 48-hour courier delivery service within the UK. Couriers will make 2 attempts at delivery and then leave a note letting you know where the parcel is. You will then receive an ‘Order Update’ email letting you know that your order has been dispatched. If you have specific dates you need it by, do let us know in the comments section of your order.

That's it. Very simple and straightforward. There are two other stages that you need to be aware of and these are covered in detail in our Returns and Cancellations section. Any questions not covered? Email us or pop a note in the comments section of your order and we'll get in touch to help.

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QUESTION - How do I create an account?

To be able to shop online from Real Plastic Free you can either checkout as a guest in which case we do not retain your details once your order has been completed, or you can create an account (register) with us.

To place an order you will need a valid email address and a contact phone number. Setting up an account will allow you to order without having to fill in your name and address details every time you shop.

If you are placing your first order and have not yet created your account, then you will be asked to choose whether to create an account or proceed as a guest before you checkout. You will be asked to provide details of your delivery address and your billing address if this is different. Your billing address will need to be exactly the same as the billing address that your card provider holds on record for you. Please be very careful to enter your email address correctly to ensure you receive email communications about your order.

Once registered, you can update your details using the Account section. If you need to change your delivery address, simply click the link to enter a new address within your User Profile. You must be logged in to access these.

 

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QUESTION - How do I find the products I want?

To find products on our site you can use the search box, in the middle near the top of the screen, or enter relevant departments to look for items.

With the exception of products tagged 'This item is only available in our high street shops' or 'We're sorry this item is currently unavailable' everything on our website is available to purchase online. 

Products with a notification Order now for dispatch after XXXX date are products which have sold out due to exceptional demand - the date will indicate the day we expect these goods to be delivered to us. If you place an order for an item with a dispatch date we will hold your order until we receive it that item.

We receive new stock from our suppliers every day so it is possible that an item with a dispatch date may have been received by the time we are processing your order overnight.

Can't find a product?

If there is something that you would like to buy but you can’t find it on our site, please contact us by email giving as much detail as you can and we will try to find the product for you. Or use the 'Request a product' contact form at the bottom of the home page.

We update our product and stock listings daily, so please check back in.

All stock is allocated to orders on a 'first come first served' basis so it is possible that an item has been sold out when we process your order even though there was stock available when you placed your order. Rest assured that we will email you details of any products that we have sold out of. By the time you receive the email, the product will already be in our supply chain.

 

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QUESTION – Why does it say "order now for dispatch after XXXX date"?

Some products will say "Order now for dispatch after XXXX date". This indicates that the item has sold out and so is not currently available for us to pick and add to your order. We will, however, have ordered this from the supplier and in normal circumstances, we would expect the product to become available by the date shown.

If this is not the case for any reason, we will contact you with further details.

Please note that it is possible for an item to sell out between you placing an order and our picking the order, so the absence of a notification on the website does not guarantee that we will be able to dispatch the item the following day.

How long does it take for unavailable items to become available?

Most items will be sourced by us and be ready for dispatch within 7 days, while some things can be ready for dispatch within 3 or 4 days. If for some reason it is going to take longer than 7 days we will contact you with further details.

Please note that sometimes our suppliers have also sold out of popular items. If this is the case we will immediately do our best to source the item from an alternative supplier. However, there may be occasions when certain items are simply not available anywhere in which case we will let you know, cancel the item from your order and send you the rest of the order

 

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QUESTION - Will I get confirmation of my order? (How do I know that you received my order?)

Once you have placed your order you will see an order confirmation screen thanking you for your purchase. You will also be sent a confirmation email with the details for your records. This email does not, however, indicate that your order has begun to be processed. If an item you have ordered has sold out, we will let you know the following day.

Once we have processed your order you will receive a second email from us detailing what has been processed and what we will be sending. You will also an email from the transaction provider, WorldPay confirming that payment has been taken from your card. When the order has been dispatched we will email again telling you the parcel tracking reference number and the courier company that will be delivering it. By visiting the courier's website this tracking number will show the progress of your delivery.

Please note that items weighing less than 2kg are sent by Royal Mail and are untracked.

 

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QUESTION - Can I change my order after placing it?

We can accept amendments to orders by phone or email. We require a minimum of 24 hours' notice before the parcel is packed and dispatched to ensure changes take effect.

Unfortunately once an order has been packed we are unable to make any amendments or additions to the items on it.

Your order will be processed and you will receive an email as soon as it has been dispatched. Upon delivery, if any items are unsuitable, please follow our Returns Procedure. We can only accept the return or cancellation of items that are undamaged and in their original packaging.

 

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Payment

QUESTION - What payment options are accepted? (How do I pay?)

The Payment page used at Real Plastic Free is secure and you can safely enter your card details to pay for your order. We accept the following methods of payment: VISA, VISA Debit, MasterCard, VISA Electron, Maestro, and Solo cards. We do not currently accept PayPal or American Express.

Please enter the card details. The site will recognise if it is an accepted card type.

To maintain security and prevent fraud all credit and debit cardholders are subject to validation and authorisation by both us and the card issuer. Internet Fraud is Illegal and perpetrators will be prosecuted in all cases.

Please ensure that the billing address details exactly match those entered on the card statement of the card you are using. The biggest cause of card payments failing is inaccuracies in billing address details, so care should be taken, please.

 

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QUESTION - When will I be charged?

When you place an order with Real Plastic Free you are authorising us to take a payment from your card for the full total of the order.

Once your order is ready to be packed we will take payment for the goods that are being sent to you. If we have had to cancel any items from your order due to them having sold out and being unavailable, the money we take will be less than the amount of the original order. If you have requested an item be added to your order, the amount taken will be more than the original order.

For further clarification please contact your bank for details.

 

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QUESTION - How do I enter a promotional (or gift voucher) code? (Can I use a Real Foods gift voucher online?)

Promotional Codes

From time to time Real Plastic Free may send out emails and newsletters which include an offer code you can use when you place an order.

After you have entered your card details, just below this you will find a box headed 'Promotional Discount Code'. Please enter your code in this box and press [Enter Code]. If your order meets the criteria set out in the email for the offer then it will be added to your basket.

If the offer does not appear to have worked please check that you have met the criteria for the offer detailed in the email, then use the [Clear All Promotion Codes] to clear the box and enter the code carefully again before clicking [Enter Code].

 

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QUESTION - What about VAT?

All our prices are inclusive of VAT where it is applicable. Many of the things we sell are zero-rated and are therefore free of VAT.

All delivery charges are subject to VAT regardless of the carrier.

All orders will be sent with a valid VAT invoice which includes a VAT analysis and Real Foods VAT registration number.

VAT will automatically be excluded from the prices on international orders outside of the EU providing that you are logged in and have provided a billing and delivery address outside the EU.

 

 

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Delivery of Your Order

QUESTION – Where do we deliver? (Do you deliver to my area? Do you deliver overseas?)

 

Delivery Areas:
UK (Mainland England and Wales)
UK (Channel Islands)
UK (Scottish Islands)
UK (Northern Island, Isle of Man, Isles of Scilly)
UK (Isle of Wight)
UK (Scottish Highlands)
UK (Scottish Lowlands)
UK (Isle of Skye)
The Republic Of Ireland
Denmark, Luxemburg, Netherlands
France, Belgium, Germany
Italy, Spain, Portugal, Greece
Rest Of Europe
USA, Canada
The Far East, Australia & New Zealand
Rest Of The World

If your country or region does not appear here please contact Customer Service Team.

For delivery outside of the UK, please thoroughly check the destination country’s customs regulations.  VAT and customs charges of the destination country are the customer’s responsibility if goods are purchased for delivery outside the UK. For more information please follow this link to our Terms and Conditions.

We are sorry but we are currently unable to send items to Russia.

 

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QUESTION - How much will my delivery cost?

Current UK delivery options:

Orders will be charged by weight. The delivery cost will be calculated when you Checkout. Additionally, you can update your delivery address in Your Account before shopping.

Current International delivery options:

International deliveries are calculated on a volumetric basis. This is determined by the weight, width, height and length of the parcel. For this reason, the delivery charge quoted at Checkout is an estimate. If it appears, when your parcel is packed, that the estimate is an over or underestimate of the true cost, we will contact you.

We work with a broker to find the international delivery carrier and we will quote you the cheapest delivery option.

International delivery takes approximately four and seven working days following dispatch of the parcel.

Please thoroughly check the destination country’s customs regulations. VAT and customs charges of the destination country are the customer’s responsibility if goods are purchased for delivery outside the UK. For further information please follow this link to our Terms and Conditions.

 

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QUESTION - When will my order be delivered? (How long do I have to wait for delivery?)

Orders placed before 22:00 Monday to Thursday will be picked overnight and usually packed the next day. Dispatch will be in the afternoon and all deliveries are dispatched on a 24 or 48-hour service.

Orders placed between 22:00 Thursday and 22:00 Sunday will be picked over the weekend and packed on Monday. Dispatch will be on a Monday afternoon and all deliveries are dispatched on a 24 or 48-hour service.

If any of your items are unavailable, we will send an email giving you details. Most products will arrive with us within 7 days. If we have any difficulties we will contact you to discuss the problems and possible solutions.

 

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QUESTION - Can I request a Saturday Delivery?

Some UK mainland orders are eligible for Saturday delivery for an additional fee. This option will be presented prior to checkout and clearly shown on your order. This charge will be on top of any other delivery fees applied to the order, even if you qualify for free delivery.

All customers selecting a Saturday Delivery confirm before the order is placed that they have read the following conditions.

“I am aware that if any items are out of stock, a member of web team staff will be in contact.  If no reply is received, the order will be dispatched without the missing items and delivery charges will be updated where applicable.  No payment will be taken for the out of stock items, and a new order will need to be placed for these items.”

If the courier fails to deliver the goods on time, the delivery fee will be refunded.  Please note that this does not apply if the courier is unable to gain access to the property, the address provided is incorrect, or there is no one available to receive the goods when the ‘Deliver to me only’ delivery option has been selected.

 

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QUESTION - Can I track my order?

You can track the progress of your order using a unique tracking reference number. We will email this to you when the parcel has been dispatched.

Accurate information about where your parcel is can be obtained from the courier’s website by entering this unique number.

For further information, you can also email our Customer Service Team team who will look into this for you.

 

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QUESTION -What should I do if something is missing from my order?

Where we have not been able to obtain a sold out item, we kindly ask that you add this to your next order.

If the delivery note says an item should be in your parcel but it isn't, please contact us letting us know which item(s) are missing.

 

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QUESTION – What should I do if my parcel is damaged?

Damaged Items

Your parcel will be packed as carefully as possible but damages can occur when couriers transport the goods. You have the right to refuse a parcel if it appears damaged.

When you accept a damaged parcel you take on certain obligations:

·         To record any damage and provide photo evidence of the specific damage

·         To make a member of the webshop team aware of which item/s were lost to damage and their value

·         To complete any questionnaires sent from the courier service to confirm further details

·         To retain any damaged packaging for inspection by the courier 

 

Please contact the Customer Service Team as soon as possible with a clear photo of each damaged item, and an account of what proportion of each was lost to damage. 

After you have reported the damage to us you may receive a questionnaire from our courier to confirm some further details, they may also request an inspection of the damaged packaging. Please retain the packaging until their investigation  

Damages - Refund of Payment                                                     

When photos have been received and it is clear what was lost to damage, we will gladly process your refund.

Debit/Credit Card Payments

The refund will be applied to the card used for payment of the amount of the products returned. Refunds cannot be processed to any alternative cards and no cheque payments will be made for items paid for by a card.

Replacement of Products

If you have requested a replacement for an unwanted or damaged product, the replacement will be sent after we have collected the original product. We are unable to send out the replacement until we have received the original item in the store.

 

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QUESTION - Do I have to be at home when the delivery arrives?

The best way to ensure that you receive your order safely and can report any problems quickly is for someone to be at home to receive the parcel from the courier. Alternatively, many people have their order delivered to their workplace. Whilst the billing address must match your card details, the delivery address can be anywhere you specify.

If you have a secure place where you would like the parcel to be left, or a neighbour who will take responsibility for receiving the package, please enter the details in the 'Delivery Instructions' box when you place your order.

Please be aware that Real Plastic Free cannot accept responsibility for missing/non-delivered parcels if you have asked for a package to be left outside and it has subsequently disappeared.

 

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QUESTION - Can I have deliveries at the weekend or in the evenings or at a specific time?

In exceptional circumstances, it may be possible to arrange a Saturday delivery. This will attract an additional delivery charge which you will be asked to pay. (This will apply even if your order passes our free delivery threshold).

All deliveries are during a working day and unfortunately, it is not possible to specify a delivery time at present.

 

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QUESTION - I've not received my parcel yet the status is dispatched? (My order is dispatched – where is it?)

If our courier was unable to reach you when they tried to deliver your goods, they may have delivered the parcel to one of your neighbours. The same applies for goods sent by Royal Mail. You should have received a card from the courier explaining this has happened. If having tried your neighbours your parcel is still missing, please use the tracking number we have sent you by email. If the carrier was Royal Mail there is no tracking number and so they will hold the parcel at the local Post Office or the sorting office. If for some reason this fails, please contact our Customer Service Team and we will go through your options.

 

 

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QUESTION - Why has my order not been delivered and returned to you? (Why has my order been returned to you rather than delivered?)

The most common reason for this is because the courier attempted delivery and was unable to obtain a signature for delivery. You can check the reason by following the tracking link that was emailed to you in your dispatch confirmation email.

Orders returned back to us as damaged are generally refunded. If the reason the parcel has been returned is that delivery was attempted but was not collected, we may be able to resend the parcel out to you. Further postage charges may apply.

 

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Returns and Refunds

QUESTION - Can I return something I am not happy with?

Yes.

If you are unhappy with your products and it has been less than 28 days since you received your order, we will accept the return of the goods and will refund the cost of the returned items providing that the goods are unopened and the seals are intact.

This does not apply to fresh and perishable foods.

Real Plastic Free Extended Returns Policy

To receive a refund it is critical that you can answer YES to all of these questions:

  • All of the products are unopened, unused and the seals fully intact?
  • Are the items in your possession?
  • Are all of the products in their original undamaged packaging?
  • Did you order the items less than 28 days ago?

Shipping costs on returns

For all goods returned where there is no fault with the goods, the entire shipping costs pertaining to the return will be borne by the customer.

Shipping costs for goods returned by couriers due to failed delivery attempt(s)/non collection of goods by the customer at the courier depot will be borne by the customer.

If incorrect goods have been supplied, we will arrange collection for them at our own cost. If you are aware the goods are incorrect please refuse to accept delivery of the parcel. Otherwise, please notify us immediately and a collection will be arranged as soon as is mutually convenient. We reserve the right to charge for additional collections if the goods are unavailable at the arranged time.

Our Returns Procedure

It is very important to follow the returns procedure. It will help us process your request faster and ensure that we can refund your money as soon as possible.

Returns Label and Mandate

Please click the link below to download our returns mandate. Please ensure you complete the Mandate and return it back to us with the products. An incomplete mandate may delay the refund.   

PDFDownload the Returns Mandate

(Having trouble downloading this link? Download Adobe's free PDF reader here.)

Packaging the Items

Re-pack all of the items you want to return into the original box, packing with the filler provided to ensure that the items are protected in transit. Re-seal the box well with tape and stick the returns label with the Returns Number over the original postal address label on the box.

If you no longer have the original packaging materials, please use an appropriate substitute and ensure that the items are packed with suitable filler to protect them.

Please note that any items that are damaged in transit will be ineligible for a refund. It is therefore important that you take great care in packing all of the items. Jiffy bags or envelopes do not provide adequate protection.

Posting the Items

The parcel must be sent back to us via Royal Mail 1st Class Recorded Delivery. We cannot be held responsible for items lost or delayed in the postal system. It is critical that you obtain Proof of Postage.

Please send any returns to the following address:

Return Address

Real Plastic Free Web Shop

37 Broughton Street
Edinburgh
EH1 3JU

Receipt of Items

When the parcel is received by us, you will be sent an email letting you know your items have been returned. We will then process the parcel and confirm that each of the items is in the same condition they were when dispatched. They must all comply with the following rules:

  • All of the products are in their original undamaged packaging.
  • All of the products are unopened, unused and the seals fully intact.

Please note that any items that do not comply with the above rules will be ineligible for a refund.

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QUESTION - When will I get my refund?

If you have returned items to us, then as soon as we have confirmed that the items are in good condition we will process the refund. Your refund will be processed electronically on the same card that payment was taken from.

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QUESTION - Why have I been refunded for an item instead of exchanged? (Why did I get a refund rather than a replacement?)

You will receive a refund if we are unable to provide a suitable replacement for an item. 

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QUESTION - Why has my order been cancelled?

The most common reason we for having to cancel an entire order is that a product is not currently in stock and the supplier of the goods cannot provide us with them in a reasonable timescale. We will always let you know if there is to be a delay or if we have had to cancel an order. We only take payment at dispatch, so the order authorisation is also cancelled and we will not take payment. If you do not have access to the ring-fenced funds, please contact your own bank to expedite.

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QUESTION - Can I cancel my order?

We will try our best to cancel your order, however, please be aware that we can only cancel if payment has not been taken. You can either cancel your entire order or individual items.

If you wish to cancel your order or items on it, email us with the following information and we will process your cancellation promptly.

Information Required:

  • Full Name
  • Order Number

Email address:  webshop@realplasticfree.com

If you cancel prior to dispatch and you have paid by credit or debit cards, your payment will be cancelled. No money will be taken and you will see no transaction on your bank statement.

Once payment has been taken, your order is already on its way to you and we won't be able to stop it. Many items can be returned free of charge if you decide you don't want them. Click here for our full cancellation policy.

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QUESTION - Cancellation Policy

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Regulations”), if you are contracting with us as a consumer online or by phone, you have the right to cancel your contract at any time up to 14 calendar days after the day on which you receive the goods or services you ordered. For example, if you receive your order on a Thursday, you have 14 days from Friday to cancel your order with us. To do this you must let us know in writing, which you can do by emailing us at webshop@realplasticfree.com with your order number. Please follow our returns procedure. Refunds for orders cancelled under the Regulations will be processed in accordance with your statutory rights.

You must take good care of the items while they are in your possession and they must be returned to us or collection arrangements must be made as soon as possible at your cost.

This is not intended to be a full statement of your rights under the Regulations. Full details of your rights are available from a Citizen’s Advice Bureau or a Local Authority Trading Standards Office. The Regulations do not apply to flowers and plants, fresh fruit and vegetables, or perishable items.

If an order for bespoke items is not collected/accepted or is cancelled, we reserve the right to retain your payment to cover costs incurred by Real Plastic Free. Bespoke items are items you have specifically requested we pack, make or source.

We reserve the right to cancel any order if, for whatever reason, we are unable to source goods within 30 days of the order being placed. We will always notify you and we only take payment when goods are packed and dispatched.

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QUESTION - Do you send substitutes for sold out items and what is the policy for best before and use-by dates?

Substitutes

If you would like any out of stock items in your order substituted for others, please contact our webteam.

If you do not contact us, then we will hold the order for up to 7 days as the items are likely to be in our supply chain.

If you would prefer us to send the order without waiting please click the send my order now button on your order page, or in the out of stock email.

Use-by and Best Before policy

We only accept bulk and wholesale deliveries into our warehouse with at least 3 months' Best Before Date remaining on them, most will have far longer than this. These goods are generally then dispatched within 3 days of our receiving them as we are a busy store with many orders arriving every day. 

We check all of our products carefully before dispatch to ensure they have a minimum of 2 months' Best Before Date.

On the rare occasion we send out items that are short-dated, please let us know as soon as possible. We are happy to re-dispatch the item or offer a full or partial refund upon receipt of photographic evidence, please follow our Damaged Goods procedure

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Your Account

QUESTION - How do I create or change my password?

For your account security, you will be asked to set up a password to your account. We recommend that your password should be at least 10 characters long and should contain upper and lower case letters and at least one punctuation mark.

You will also be asked to provide a secret question and answer which can be used to prompt you if you are unable to remember your password.

If you are unable to remember your password you can reset it yourself online here. We will email you a new password. Please allow at least thirty minutes and remember to check your Spam folder.

Once you receive the email you can login using your username and the password contained in the email. We recommend that you use the copy and paste function on your computer to transfer the password from the email to the website:

Highlight the password by clicking the mouse on the first letter. Holding the left button of the mouse down, drag along the password with the mouse arrow. When the least letter of the password has been highlighted remove your finger from the left button of the mouse. On the keyboard hold down [Ctrl] and press [C]. (This copies the password to your computer's memory).

Now go to the website login and enter your username. Click on the password box. Hold down [Ctrl] and press [V]. This will paste the password from the computer's memory into the password box.

Press [RETURN]. The website will log you in.

At this point please go to Your Account and change the password for a memorable one of your choice.

Please note that to enhance security, your password is known only to you - it is not possible for staff at Real Foods to see it at any time.

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QUESTION - Are my card details secure?

You can shop at Real Plastic Free secure in the knowledge that your details are safe. To enhance security we do not hold any card details that you submit to us. You can choose to store your card details in which case they are held on our payment providers secure server.

The Real Plastic Free website is licensed as a secure shop with 256-bit encryption. This means that your card details are encrypted as soon as you enter them and can only be read by our payment service provider - not by any Real Plastic Free staff.

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QUESTION - Can I repeat my last order? (Is there a list of products I usually buy?)

By logging into the Real Plastic Free website and going to 'Your Account' (use the tab on the right of the screen) you can view your past orders with Real Plastic Free. Click on the ‘Order History' box to view.

You can then repeat any of your past orders by clicking on the [Repeat Order] button at the top of the list of products.

Alternatively, you may select products from your past orders to add to your basket by clicking the [Add] buttons next to those items.

If you want to see a list of all the products you have bought from us then you should choose the 'My Favourites' box from your account page, or click on the 'My Favourite' link in your basket.

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QUESTION - I've forgotten my login details. What can I do?

When you want to shop with us or access your account, we ask you to log in. If you find that your username or password is not recognised, please make sure you are using the same username and password that you used when you registered with us.

If you can't remember your password, select the "I forgot my Password" box on the log-in page, it will take you to this page Password Recovery. It will then ask for your username.

If you have forgotten your username, you can click on that on Password Recovery to go to this page Username Recovery. Then enter your email address and follow the instructions in the email.

You can change your password or email address at any time just by logging in to My Account.

If you still have problems logging in to your account, please contact us.

 

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QUESTION - My account won't work can I order by phone?

We are very happy to work with you to resolve any problems that you may be experiencing with shopping online. However, we are unfortunately not able to take orders for our webshop over the phone.

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QUESTION - Can I change my email address?

You can change your email address at any time by logging into the site and going to 'Your Account'.

From here select 'User Profile’. From this page, you are able to change the personal details on your account including your email address.

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QUESTION - Can I change my username?

Once you have registered with us and created a username it is not possible to change that username.

Please make sure that you choose a memorable username when you first create your account. If you have forgotten your username  Please contact us.

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QUESTION - Can I change my delivery and/or billing address?

You can change your delivery or billing address at any time by logging into the site and going to 'Your Account' (highlighted in orange at the top right of the page).

From here select 'User Profile’. From this page, you are able to change the personal details on your account including your address.

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QUESTION - Why should I fill in my interests?

Filling in your interests will enable us to send you details of any relevant offers that we may be able to make to you.

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QUESTION - Can I unsubscribe from newsletters and other promotional emails?

You can unsubscribe from emails and newsletters at any time by logging into the site and going to 'Your Account' (highlighted in orange at the top right of the page).

From here select 'User Profile’. From this page, you are able to check the boxes which will ensure that you no longer receive promotional emails or newsletters.

Please note that you will still continue to receive emails that relate to your order. It is not possible to stop these.

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QUESTION - What is a strong password?

Tips for strong passwords

Keys to password strength: length and complexity

An ideal password is long and has letters, punctuation, symbols, and numbers.

  • Whenever possible, use at least 10 characters
  • The greater the variety of characters in your password, the better
  • Use non-alpha-numeric characters (e.g. punctuation marks) not just the letters and numbers

Protect your passwords from prying eyes

The easiest way to "remember" passwords is to write them down. It is okay to write passwords down, but keep them secure.

Common password pitfalls to avoid

Cybercriminals use sophisticated tools that can rapidly decipher passwords.

Avoid creating passwords using:

  • Dictionary words in any language
  • Words spelt backwards, common misspellings, and abbreviations
  • Sequences or repeated characters. Examples: 12345678, 222222, abcdefg, or adjacent letters on your keyboard (qwerty)
  • Personal information. Your name, birthday, driver's license, passport number, or similar information
 

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Other

QUESTION – What do the emails I receive mean?

It is very important to us that you are kept fully informed of the status of your order. We do this by sending Order Status emails. There are several emails that you could receive and they are all explained in greater detail below.

Order Confirmation

When you place an order you will receive an email with full details of the order including the products you have ordered, the total cost, the billing address and the delivery address. This email is just to let you know that we have received your order and that we will now be processing the order. If anything is incorrect, please contact us as soon as possible.

Important Information About Your Real Plastic Free Order

Overnight your order will be picked and an order box created for you. If due to unexpectedly high demand, we have sold out of any of the products you ordered, you may receive an email to let you know that we are awaiting stock. We will have ordered the missing items from our suppliers and will be expecting to receive them within 3 - 7 days. Your order will then be dispatched.

If you would prefer us to send the order without waiting please click the send my order now button on your order page, or in the out of stock email.

Part Dispatch

If we have most of your order but are still awaiting a delivery of a wholesale unit (a sack or box) then we may dispatch part of your order first. The delivery invoice inside your package will let you know which of your items you should be receiving.

Dispatch

When we have packaged and posted your items, you will receive an email confirming that your items are on their way. You may be given a tracking reference number that you can use on the courier's website to find your order if it is not delivered within the expected timescales. See our Delivery section for full details.

Returned

If you have returned items to us, you will receive a confirmation email when we have received them. At this point, we will check that all of our conditions have been fulfilled and that the returned items are in their original packing and good general condition. We will then process any refunds necessary.

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QUESTION – I am having problems receiving your emails. What do I do?

Add to Safe Sender List

By adding our email address to your safe sender list, this will enable you to receive our emails into your Inbox and reduces the chances of having problems receiving emails from us.

Each ISP (Internet Service Provider) has spam filters which keep both whitelisted addresses and blacklisted addresses. If an address is on an individual's white list then mail from the specific sender will be allowed.

To ensure you receive all of our emails please make sure you add webshop@realplasticfree.com to your address book.

To ensure that you receive our emails please follow the instructions below for your specific ISP.

Hotmail

1. Open the email.

2. Click "Options" (at the top right-hand corner of the screen) then "More Options" at the bottom of the drop-down list.

3. Select "Safe and Blocked Senders" then click "Safe Senders"

4. Copy and paste webshop@realplasticfree.com into the box provided and click "add to list"

5. Our email address has been successfully added to your safe sender list

Microsoft Office Outlook 2003

1. Open the email.

2. On the toolbar click "Actions"

3. Select "Junk Email" from the drop-down menu.

4. Select "Add sender to safe senders list".

5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders' list". Click OK to confirm.

6. The email address has now been entered into your Outlook contacts list.

Yahoo!

1. Open the email.

2. Click the "Add" button next to our email address.

3. If not there already copy and paste webshop@realplasticfree.com into the email field and click "Save".

4. A dialogue box may appear with the words "Contact was Added" beside a green tick. Click OK to close the dialogue box.

5. The email address has now been entered into your Yahoo! address book.

Microsoft Office Outlook 2007

1. Open the email.

2. On the Tools menu click "Options"

3. On the Preferences tab under Email click Junk Email

4. Click the Safe Senders or Safe Recipients tab and select Add

5. In the Enter an e-mail address or Internet domain name to be added to the list box copy and paste webshop@realplasticfree.com and click OK.

6. The email address has now been added to your Contacts list.

AOL Mail

1. Open the email.

2. Hover over the From address to give a small drop-down. Select "Add contact".

3. If the email address does not appear in the email field, copy and paste webshop@realplasticfree.com into the box provided. Click Add contact to confirm.

4. The email address has now been added to your Contacts list.

Google Mail

1. Open the email.

2. Click on the "More options" link next to the date.

3. Click on "Add sender to Contacts list" in the options.

4. The email address has now been entered into your Gmail contacts list.

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QUESTION – How do I know your products are organic?

We take pride in the quality of our products and are careful to source goods we know are certified by the Soil Association or, in the case of products sourced from overseas, certified by that country's equivalent.

Real Foods are licensed by the Soil Association to pack and sell organic products. This licence is renewed each year and is supported by an annual inspection by the Soil Association who confirm all the products sold under the Real Foods Organic label can be traced back to genuine, certified organic growers.

To find a copy of Real Foods’ license simply go to the Soil Association Licensee checker and enter Real Foods into the box. It will show their license for Soil Association Food Processor.

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QUESTION – You don’t supply a product I would really like. How can I get this listed?

If there is a particular product that we do not stock but you would like to see listed please contact our webshop with details.

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QUESTION - I'm having problems with a page on the site. What do I do?

If you are experiencing any technical difficulties while using our site, please email our Customer Service Team

To help us look into your problem please try to include as many of the following details as possible:

Browser (Internet Explorer 6/7/8/9, Chrome, Firefox, Safari, iOS device, Android device etc)

What page or category you were trying to access (e.g. product buy page, product listing page, log in, basket etc)

When the problem occurred

Any error message that appeared on the screen at the time

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QUESTION - I haven't found the answer to my question. What can I do? (Help, my question is not here?)

For queries relating to online orders or information on the website, or if we haven't managed to answer your question, please contact our Customer Service Team.

QUESTION - What is Click & Collect?

Real Plastic Free’ Click and Collect service is great for customers who wish to pick up their goods in either of Real Foods' Edinburgh stores without having to find the products they need and waiting to have their shopping put through the till points.

Find out more on the Click and Collect page including address and opening times information.

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QUESTION - Can I pick up my Click &Collect order at either of the Edinburgh stores?

Customers can choose at checkout in the online process to have the order available at either our Broughton Street or Tollcross store. There is no charge for the service.

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QUESTION - How will I know when my Click & Collect order is ready for pickup?

We will email you to keep you advised of the progress of your order, and when it is available for collection we will confirm details of the chosen store address and opening times. Once your order is ready for collection, you have 28 days in which to collect your order, after which we will return any uncollected orders to our stock system.

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QUESTION - How long does a Click & Collect order take?

At checkout, you are offered an option to send immediately, which means if any of the items you have ordered are out of stock, we’ll cancel them from the order and prepare it for collection the next day. Alternatively, if you are happy to wait, we will hold the order for up to 7 days to allow any outstanding items ordered to be included.

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QUESTION - Do I need to bring ID or bags to collect my order?

When you receive an email notification that your order is ready to collect, please bring a copy of your email, either printed or displayed on your smartphone so that we can give you your order. Alternatively, we can accept proof of identity with your order number to collect it. All Click & Collect orders are packed in boxes as standard so if you prefer to use your own bags, please tell us when you collect and we can remove your order from the box so that you can more easily take it away and we’ll recycle the packaging for you.

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QUESTION - When do we send out parcels containing Fresh Fruit and Vegetables?

Orders that include fresh fruit & vegetables are only sent out on Wednesday or Thursday each week

Orders placed up until 10 pm on Wednesday will be fulfilled that week.

All orders received after this time will be fulfilled the following week.

Unless you are living in a remote area that does not qualify for a 224-hour delivery service, your order will arrive the day after we dispatch it.

In order to ensure that your Fresh Fruit and Vegetables arrive with you in the best possible condition, we dispatch only on these days as these are the days that we receive fresh deliveries.

We do receive a small order on Tuesdays and if your order includes only items that are delivered fresh that day it may on occasion be possible to dispatch a Tuesday, but this is unusual.

All orders are fulfilled in the order they are received.

We aim, of course, to fulfil all orders as completely possible.

However, due to changes in crops and seasons, sometimes items can become unavailable by the time we take delivery of an order to us. If this is the case, we will send all items that are available to you and cancel the remaining items.

Fruit & Vegetables Sold By Weight

Fruits and Vegetables that are sold by the weight will be fulfilled as close to your requested weight as possible.

There are some items (Squash, Watermelon, Turnips, Cabbage, Celeriac, etc.) that may be too large. They cannot be split.

If this is the case, we will fulfil the total weight as closely as possible.

Example: If 2 x 1kg of Squash is ordered and the smallest Squash available is 2kg, we will send this item to fulfil your order.

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