Our Order Process

Last Updated: April 30, 2021

Placing an order

• Add all of your chosen items to cart.
• The system will not let you add things to cart that are out of stock, these will show as “Sold out”.
• At checkout put your chosen delivery address.
• The system looks at your delivery location and basket weight and gets the best possible shipping fee.
• Check out and pay for your order, an email confirmation will be sent to acknowledge your order.

Order Amendments

• Once an order has been placed it cannot be changed in anyway.
• We cannot add, edit or remove order items or change the delivery address.
• If you need to change the delivery address and the order has not already been shipped we can cancel the order so you can reorder with the correct address.

Handling Time

• We need 1-2 days from you placing your order to:
• Print your pick sheet, shipping label and upload your tracking number.
• Pass the order to the warehouse and assign to a picker.
• Pick your order and assign to a packer.
• Pack your order and put into a collection cage.
• Have your order collected by DHL Parcel for delivery the next working day.

All of your order items should be available, however in the rare occasion something in your order was not available we will refund that item and the associated shipping fee.

Order items could be unavailable due to one of several reasons, for example:
– Leaking, dented or cracked products.
– Defective products with signs of deterioration.
– Products under active manufacturer recall.
– Products approaching / over Best Before dates.
– Invalid/Incorrect stock records.

Delivery Time

• We ship orders via DHL Parcel for next working day delivery from collection
• Tracking numbers will only start to update 12-24 hours after collection.
• Please allow 3-4 working days for delivery in addition to our handling time, or longer if you live in the “Highlands / Islands”.
• Click here to read more about delivery and postage costs

Returns

• Please visit our terms & conditions page.

Customer Service

• Please do not chase your order before the above time has elapsed.
• Please do not ask to jump the queue in front of other customers.
• We do not provide customer service via any social media channel.
• Please open a support ticket by emailing customercare@hippofoods.co.uk
• We work through support tickets in the exact time order they are received to be fair to everyone.