Frequently Asked Questions

ORDERING

Are you open to the public?

Yes, absolutely anyone can shop at JJ Foodservice. Whether you are a chef buying quality food for your restaurant, or a household looking to make bulk savings on premium ingredients and home essentials. There's no membership required, no fees, and you can open your account online today.

How do I track my delivery order?

From the My Orders page, next to orders that are currently out for delivery you will see a 'Track order' button that will show you the current estimated time of arrival.

Where can I find my favourites & recent purchases?

After logging in click or tap in the Search field to see a list of common searches, with Favourites and Recent Purchases at the top.

Also, in the Browse & Shop menu you will find links to your Favourites page, New Products page, and other useful pages. On mobiles you will find these links in the main menu (top left corner).

Do I need to check out quickly, to avoid losing my order?

No, you can start a basket and continue to add to it over many hours, or even days! Baskets will be seen each time you login until you delete them or checkout. Once you have a slot booked it can expire but your basket will not be lost. We'll just ask you to book a new slot.

How do I edit or cancel an order?

Visit the My Orders page to view any current orders. You can cancel or edit them as long as it is before the cutoff time for the slot you booked.

On mobiles this page is found in the main menu (top left) and on desktop computers and tablets you'll find it in the My Account menu at the top of the page.

How do I book a delivery or collection slot?

At any time while creating your order you can click on the Book a Slot link at the top of the page (or in the main menu on mobiles). If you try to checkout without booking a slot, we will take you to this page automatically.

When do slots expire?

Collection slots expire 60 minutes beforehand. Delivery slots expire at 6pm the night before the delivery. If your slot is soon to expire while you are ordering we will warn you so you can checkout, but if it does expire before you check out we'll take you to the slot page to book a new one.

Why can't I change branches for delivery

Your delivery branch is fixed by us, based on the routes of our trucks. You can only select a different branch for collection orders - you can do this when you book your collection slot.

How can I control my preferred order settings?

Visit the My Settings page to set your preferred order type (delivery or collection), preferred payment method and preferred collection branch. Once you have set these your orders will start with these preferences, making it quicker to order.

DELIVERIES

You can order up until 6pm for a next day delivery, available in certain locations.

Will I be charged for a delivery?

Orders between £79 and £129 will be charged a £5 delivery fee.

Our team understands the financial pressures businesses and homes are experiencing right now, and we have been working hard to keep service levels high and costs down.

However, food and drink prices have been increasing across the UK due to a combination of factors, particularly rising transportation and energy costs.

Despite these challenges, we understand that sometimes you need a top up shop. The £5 delivery fee will enable us to continue delivering smaller orders to everyone that needs it.

How can I get a free delivery?

You can still place your order for collection at no extra cost or increase your order value to £129 or more to enjoy a free delivery.

PAYMENTS

How can I pay?

We accept all payment methods – from cash, credit and debit cards to commercial cards and open banking – take your pick.

There is no fee for paying with a personal debit card, personal pre-paid card, or personal credit card.

An additional fee is applicable to commercial cards, also known as company or business cards, and all other types of cards.

Why am I being charged for using a business card?

In 2022, Visa and Mastercard dramatically increased their charges for business cards (also known as commercial or corporate cards).

This means that we are being charged significantly more for accepting commercial card payments.

JJ Foodservice is keen to keep all payment options open to our customers, so if you would like to use a commercial card, a charge will be added to your transaction, which will contribute towards these additional costs.

You can still pay without incurring charges with a consumer debit and credit card or with Pay by Bank.

REFUNDS

How can I return a product or get a refund?

Refunds and returns are quick, easy, and simple with our Request a Refund option.

The system is valid on ambient products purchased within 28 days.

Simply go to My Orders in your account settings.
Select Request a Refund from the green tab on the righthand side.
You will be offered a range of options to start processing your refund.
Start with Upload Photo – making sure the image taken, clearly displays the label, best before date and any issues with the item being refunded.
Select the appropriate Reason for the Refund from the dropdown tab

This will generate an automated ticket seen immediately by our Customer Services team who will process the refund or get in touch if they need any additional information.

We aim to deal with all requests within 24 hours of requests being submitted.

To tell us about a problem not answered above click here