We do understand that getting the groceries you ordered is important, so sometimes if we’re out of an item we’ll substitute it for something similar, for example, say you ordered Nicola potatoes we would substitute Dutch Creams or another potato variety. Just to be sure we’re not leaving you in the lurch. We will always notify you by email if we substitute the variety of an item.
If we are unable to provide something on the day of your order, this could be due to a farming emergency, a sudden weather event, a supplier difficulty or things beyond our control. We work with farmers and also buy to order so this sometimes means that things can change unexpectedly.
If an item becomes unavailable we will credit your Fair Food account for future purchases.
You don’t have to do anything, store credits are applied automatically next time you shop. Store credits on your account 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.
We’ve chosen to use this process instead of refunding your bank account due to the external processing time required when dealing with different banking institutions – our store credits are instant and always ready for your next purchase.