Customer Care

Home Delivery Help & FAQs

  1. Is there a minimum order value?
    • Yes, the minimum order value for home delivery is £75.
       
  2. Is there a maximum amount I can order?
    • Yes, to help ensure our products are available to all our customers, you will only able to order up to 10 of any particular product. The maximum order value is £1000.

       
  3. Can I change my order once I’ve placed it?
    • Once placed, you can amend your order up to 48 hours before the day of delivery.
       
  4. Can I cancel my order?
    • Yes, you can. You should be aware that if you cancel your order within 48 hours of the day of delivery, there is a cancellation charge of £20. Please quote your order reference number when you contact us to cancel, which will help us to find your order.
       
  5. Where is home delivery available?
    • Click here to see where we deliver, we hope to make the service available in other locations in the future. Look out for further details.

  6. How much does it cost for home delivery?
    • There is no charge for delivery.
       
  7. Do you offer timed delivery slots?
    • Sadly no. You will be able to choose what day you’d like to receive your delivery subject to availability. Delivery can happen any time between 8am and 7pm.
       
  8. How does contactless delivery work?
    • If your front door is on the ground floor, our driver will knock on your door to check your in. Then leave the delivery on the doorstep for you to take inside. This is to comply with social distancing and ensure there’s no contact with you.
      We will only be able to deliver to a ground floor drop off point and will therefore won’t be able to take goods upstairs or to any point above ground floor level. If your property is not on the ground floor, our driver will call you to arrange a drop off point with you. Please be aware that our driver won’t be able to wait with the goods unfortunately, so you will need to move them to a safe place.
      At the point of your order, please let us know of any delivery restrictions, for example, access roads to the property that may be unsuitable for a commercial vehicle, including vehicle height, weight or width restrictions that make it difficult for us to deliver to you.
       
  9. What happens if I’m not home to accept my delivery?
    • If you are out when our driver arrives, they will return the order to the depot and we will cancel and refund the value of your order. We will leave a “Sorry we Missed You” card to let you know that we tried to deliver your order. The card will contain a phone number and invoice number to quote if you wish to contact us. Please note that we will be unable to leave the products at a safe place given the perishable nature of them. There may be a cancellation charge of £20 in these circumstances to cover the cost of the failed delivery. If you wish to resubmit or replace your order, you can do this simply by visiting our website: brakesfoodshop.co.uk
       
  10. What happens if I want to change my delivery day?
    • Please call our Customer Service team on 0344 412 9985 and we will do our best to help.
       
  11. Where can I find out what products are available?
  12. What happens if products aren’t available?
    • Sometimes products might become unavailable after you’ve placed your order. If this happens, you will not be charged for these. Please note we sadly can’t offer you substitutions.
       
  13. What happens if I receive damaged items?
    • We endeavour to ensure our products are high quality. If you have any questions or concerns please call our Customer Services team on 0344 412 9985 or write to us at: Brakes, Enterprise House, Eureka Business Park, Ashford, Kent TN25 4AG.
       
  14. Can I collect my order?
    • If our Call & Collect service is available in your location, you can choose that service instead. To do this, visit our Call & Collect web page: brake.co.uk/food-shop, choose the products you’d like to order. Then call us with your order. We will take payment over the phone and let you know when it will be ready to collect the next working day.
       
  15. Where is collection available?
    • Our Call & Collect service is available in selected locations. To check where and for more information simply visit: brake.co.uk/food-shop
       
  16. What do I do if I need to speak to someone?
    • You can call us on 0344 412 9985 or write to us at: Brakes, Enterprise House, Eureka Business Park, Ashford, Kent TN25 4AG.