Frequently asked questions

How it works

The quick guide

1. Sign up.

2. Choose your produce and groceries just like in a real life store

3. Select your delivery date

4. Pay at checkout and get excited

Want to chat with our customer service team?

There are lots of ways to reach us.

Our Contact Us page is here.

  • When do I need to order by?
    Order cutoff is 12 noon (midday), the day before your delivery. So if there are available delivery spots and you order before 12 noon, we’ll get it to you the next day!

    NOTE – the calendar at check out will always show the next available delivery day.

  • Do I have to order each week?
    Order as frequently or as infrequently as you like. You could create a recurring order, set up a future order (for after the holidays, say), or just jump online whenever you need.

  • Can I choose my fruit and veg?
    You sure can!

    At Fair Food you can choose exactly what you want, and how much of it you need, just like a real life grocery store. Minimise your food waste and love everything you see when you open your delivery!

    We also offer a selection of seasonal set boxes. The weekly selection for each box is listed on our What’s in the Box page. PLEASE NOTE: substitutions cannot be made to these seasonal boxes, and contents may vary slightly.

  • Can I change or add to my order?
    Absolutely. Folks can edit all existing orders (add or remove items, delete orders, change the date) up until the usual cutoff time – 12 noon the day before delivery.

    To add items to an existing order, add items to your cart and select the same date and delivery location as your existing order, then ‘checkout’ as usual. You will not be charged the delivery fee again.

    To view or edit an upcoming order simply go to the My Orders tab when logged in.

  • Are all your fruit and veg organic?
    Our fruit and veg are grown by many hands, on farms big and small. This includes certified organic and biodynamic farmers, as well as new regenerative growers, urban mushroom entrepreneurs, even keepers of backyard lemon trees – all working together to create a diverse and thriving local food network.

    Our wholefoods and grocery products come from businesses who are as local as possible, and who we believe are making smart choices for the future – on our grocery shelves you’ll find organic ingredients, circular packaging systems, and non-toxic products backed by ethical business standards we respect.

    Individual product information is included in each product listing.

    Read more about our Growers and Makers here or find out more about certified organic produce here.

  • Is there a minimum order?
    Yes we have a $45 minimum for all orders.

  • How do I place a recurring order?
    You can place up to six regular recurring orders at once to be delivered weekly or fortnightly.

    Before adding an item to your cart, tick the “Recurring Order” checkbox below the item price. Once you “add” the item to your cart, you will get the option to choose how many orders and how frequently you want them. Repeat this for each item you add to the recurring order, and make sure the total cost of each individual order reaches the minimum order spend of $40.00.

    Once you’ve checked out and paid, all of your recurring orders will appear on your profile under My Orders > Upcoming Orders. You can edit each order as you need to until midday, the day before delivery.

  • Online shopping and I don’t get along – can I order over the phone?
    If you are having trouble with online ordering, please feel free to call or email us and we will happily assist you as best we can.

  • Do you cater for people with allergies?
    We try to offer a great range of products with low or no gluten, as well as dairy free alternatives. However, our warehouse is not an allergy free environment and we encourage you to read the ingredients listed for each product before purchasing.

  • Can I cancel my order?
    You can cancel your order (or any items in your order) up until the usual cutoff time – 12:00pm noon the day before your delivery. You can do this through the My Orders tab on your profile.

    An order cannot be cancelled once it has been packed and is on the road for delivery.

    A $10 cancellation fee will be charged to your account if your order is cancelled after the cutoff time.

    Bakery items (baked to order) will also be charged to your account if your order is cancelled after the cutoff time.

  • Delivery

  • Does CERES Fair Food deliver to me?
    We deliver to households right across Melbourne, six days a week.

    Use our handy postcode finder to see if we deliver to you.

  • Is there a delivery fee?
    We offer free home delivery for all orders $75 and over. Our home delivery fee is $9.95 for orders under $75.

  • Does Fair Food collect the box/cooler my order comes in?
    Absolutely!  Our recycled cardboard boxes are actually our biggest energy users, and we want to reuse all our packaging as many times as we can. So you can really help us out here.

    Please flatten your Fair Food boxes, and leave them out for our drivers to collect on their next visit. White cooler boxes, freezer packs (that’s the water bottles) and any other cardboard boxes are all collected for reuse, so don’t forget to leave them out for us wherever your order is dropped off.

    All packaging will be sanitised before reuse, and any cardboard that’s worn out will be recycled. Thank you!

  • Can I choose my delivery time?
    You can choose the day of delivery (Mon-Sat) but not the time. This helps us keep our energy use and transport costs to a minimum.

  • What time will my home delivery arrive?
    We deliver between 9am-7pm. You’ll know your approximate 2 hour delivery window (we’ll text you the day before!), as well as a link to live track your delivery. Our driver’s location will be available 15 minutes before arrival. 

    We will also send you a text to confirm the completed delivery.

    Note – Your specific delivery instructions can be very helpful for our drivers. Do you have a side gate, key code or special request? Keep us up-to-date in your profile!

  • Can I pick up my order?
    We are an entirely online delivery service. All our Fair Food groceries are delivered directly to your front door, with free delivery for all orders over $75.

    Other CERES enterprises do offer real life shopping – Joe’s Market Garden have their Saturday farm gate every week and the CERES Organic Grocery and Bakery are open 7 days.

  • I used to be able to order to a Food Host – why can’t I do this anymore?
    Over 2020 as we locked down and opted for the safety of a home delivery, our fifty Food Hosts went predictably quiet. Through the ongoing restrictions and changes, Food Host collection never really recovered and in June 2021 we closed our remaining Food Hosts to focus on providing the best home delivery service we can.

    Food Hosts and what they represent are a defining part of CERES Fair Food’s story, and we are deeply thankful to all our hosts who have given their time and shared their homes, offices, schools and businesses to help thousands of us access our groceries over the last eleven years.

  • Will my fridge items stay nice and cold?
    We deliver all our refrigerated goods in our Fair Food envelopes and cooler boxes, which are packed inside our cool room and delivered cold. These include returnable frozen water bottles.

    We collect our packaging for reuse, so please leave out all envelopes, cooler boxes and water bottles for us wherever your order is dropped off. Our drivers will collect them next time they visit (along with flat packed cardboard boxes!).

  • What if I’m not home when my delivery arrives?
    Our driver will leave your order in a safe location at your address. Please include any specific details or requests in the delivery instructions.

    Refrigerated items arrive chilled in a returnable cooler box. A confirmation text is sent once your order is delivered.

  • Payment

  • What if my payment is unsuccessful?
    If your payment fails at checkout simply contact us as soon as possible and we will do our best to have your order reinstated.

  • When are payments processed?
    Orders are finalised and payments processed at cutoff – 12noon the day before your delivery is scheduled. Once processed, your invoice will be emailed to you!

  • Which payment option is right for me?
    Click Pay Now to process your order in full. It’s your only option if you have a single order on your account. Pay Now can also process multiple future orders – we will charge the full amount to your credit or debit card now.

    Alternatively, Pay As You Go will process your payment for the coming week only. You can choose this if you have multiple orders, are creating a recurring order, or adding to an existing order. All Pay As You Go payments are finalised at 12noon the day before delivery. You can add or delete items up until this time. Go to My Orders to edit your selection.

  • How can I pay for my order?
    You can pay for your order through our secure website using a credit card or debit card.

    Sorry we don’t accept AMEX, PayPal, Bank Transfer or cash.

  • Other

  • Where have you been all my life? I’ve only just found you!
    Well hello, we’re so glad you found us. Fair Food came to life in 2010 and we’re more excited than ever to do what we do. Jump over here to read more about our story!
  • What if I’m not happy with my order?
    If you have any quality issues please contact us promptly and we will happily resolve it with you. We may be able to redeliver, or provide a credit or refund.
  • Can I gift a delivery to a friend or loved one?
    Receiving a box of fresh organic food and groceries on your doorstep can be a truly beautiful thing. Did we mention we deliver chocolate?

    Our downloadable gift vouchers are available for purchase here. Gift vouchers are valid for 3 years from the date of purchase.

    Alternatively, send a Fair Food delivery through your own account by temporarily changing your delivery details. Or set up a new account in their name (and hand this account over to them if they loved the present!).

    We’re more than happy to remove a printed invoice from a delivery and tuck in a personalised message – just get in touch with us via email at by 4pm the day before delivery and we’ll help you create a beautiful gift.
  • What happens if you can’t provide something I’ve ordered
    If a particular variety becomes unavailable, we’ll substitute it for something similar to be sure you’re not left without. And we’ll always notify you by email. We might need to send Nicola potatoes for Dutch Creams, for instance.

    If an item becomes completely unavailable on the day (due to a farming emergency, weather event or supplier difficulty), we will credit your Fair Food account for future purchases.

    Store credits are applied automatically next time you shop – they can be seen in your cart before you checkout or viewed in your profile as an account balance. All monies going in and out can be seen in your Payment History. Our store credits are instant and always ready for your next purchase but of course, we can process a refund to the bank card used for payment upon request. This can take 3-5 business days depending on your bank’s processing times.
  • Do CERES members receive a discount at Fair Food?
    CERES members receive discounts at many of the social enterprises on the East Brunswick site, however we are unable to offer a further discount here at Fair Food. We work hard to provide affordable organic groceries, with savings passed on to all our customers.

    100% of our profits (yes, all of them!) are used to support CERES– a place to fall in love with the Earth again.