FAQs

Explore our knowledge base of Frequently Asked Questions and find a solution to your query.

• How does Snappy Shopper work?

  Customers download our app, pop their postcode in, order groceries from their local store, then  - in partnership with the store – snappyshopper deliver directly to your door in as little as 30 minutes.

• Do you offer both “delivery” and “click and collect” services?

  Some of our stores offer delivery and collection services to allow you to shop in the best way for you, however, this service is not available across all locations just yet.

• Can I pay in cash?

  Some of our stores will accept both cash and card payments but others only accept cash. In short: it’s store specific. 

  The payment options the store accepts will be indicated at the payment stage of your order. Alternatively, please call our customer service team on 0333 900 1250 and we can check your local store for you.

  Our Snappy Shopper Customer Service superheroes operate 7 days a week:

  Monday - Friday: 9am – 8pm

  Saturday - Sunday: 11am – 8pm

• What happens if an item is out of stock?

  Stores try their best to provide the products you have ordered but unfortunately products can sometimes be out of stock.

  If this happens, the store may offer to substitute your product as best they can. If the substituted product is cheaper  you’ll be refunded the difference. If the substitute is more expensive you won’t be charged any more than the original item. 

  Any substitutions are highlighted on your receipt. Please check this on delivery of your order and if you’re not happy with any substitutions just return them to the driver to be refunded for those items.

  Please note that refunds can take anywhere from 1-10 working days to return to your bank and this is dependent on your bank's refund policy.

• Something went wrong with my order, what do I do?

  We’re sorry to hear this. Please get in contact with the store you placed the order with, their contact information is available within your order confirmation email. 

  Contact details of your local store are also available when you input your postcode and search for your local store.

• Why was my order rejected?

  First of all, we’re sorry if your order has been rejected. Our stores aim to accept as many orders as possible, however, stores may reject orders because products are out of stock or they cannot make the allocated delivery time.

  If your order has been rejected, we’ll let you know by email. Any payment made will be voided and should show up on your statement within 24 hours, however, some banks can take up to 10 days to refund the transaction.

• Service Charge

  As part of the transaction you will be charged a small service charge for the use of our service. There will be no partial refunds for this service charge in the event some items are unavailable or not accepted. In the event your order is cancelled or refunded in its entirety the service charge will also be refunded.

• Do I need a smartphone to place an order?

  No smartphone, no worries. You can place an order on our website or on the Snappy Shopper app using your computer, phone or tablet.

• What if no stores are listed?

  If you know there is a Snappy Shopper store in your area but it is not showing on the app or website then please get in touch with our customer service team and they can check this for you.

  Otherwise it is likely that there is no store currently working with Snappy Shopper in your area. Have no fear, you will not miss out - you can register for an email alert when a store launches in your area! We are continually growing and expanding so hopefully you’ll see Snappy Shopper in your area soon.

• How can I create an account?

  On the app
  Once you’ve opened the Snappy Shopper app, just click on login, then register.You’ll be prompted to fill in your details and choose your password, once you’ve done that click register and that’s you done!

  On the website
  On our website, just click on login, then register.You’ll be prompted to fill in your details and choose your password, once you’ve done that click register and that’s you done!

  Via a refer a friend link
  Click the link in the refer a friend message you’ve received, you’ll be prompted to fill in your details and choose your password, once you’ve done that click continue and that’s you done!

• What should I do if I have forgotten my password?

  On the app
  Once you’ve opened the Snappy Shopper app, just click on login and enter your email address, then click forgot password. A password reset code will be sent to your email address. 

  In the app you’ll be taken to a page to enter the password reset code we just sent to your email and choose a new password. Once you’ve entered all of these details, click Reset Password and Log In. That’s you all set up to use your new password!

  On the website
  On our website, just click on login and enter your email address, then click reset my password. A password reset code will be sent to your email address. 

  On the website you’ll be taken to a page to enter the password reset code we just sent to your email and choose a new password. Once you’ve entered all of these details, click Reset Password and Log In. That’s you all set up to use your new password!

• How can I update the email address used for my account?

  To update the email address linked with your Snappy Shopper account please contact our customer service team using our contact form or give us a call on 0333 900 1250. Our Snappy Shopper Customer Service superheroes operate 7 days a week:

  Monday - Friday: 9am – 8pm

  Saturday - Sunday: 11am – 8pm

• Do you accept phone orders?

  Unfortunately, we are unable to accept orders over the phone.

• When will I be charged for my order?

  Once you have placed the order payment will be taken. Payment is taken as soon as you have placed the order. In the rare event that a store declines your order, it will be treated like any other refund and will take anywhere from 1-10 working days to appear in your bank depending on your banks refund policy.

• How can I add or edit my card details?

  When you’re at the end of making an order, you will be asked for payment details, this is where you can add or edit your card details by filling in the relevant information or by using Apple pay.

• What should I do if I run into issues when trying to pay by card?

  If you’re having problems when paying by card then please contact our customer service team. It would help if you could take a note of which step in the ordering process you are at when experiencing the issues and if any error messages appear – this information will help us in resolving your issue quickly.

  Our Snappy Shopper Customer Service superheroes operate 7 days a week:

  Monday - Friday: 9am – 8pm

  Saturday - Sunday: 11am – 8pm

• Is there a way to opt out of substitutions?

  Unfortunately, there is no official way to opt out of substitutions at the moment. However, you can inform the store that you would rather not receive substitutions by typing ‘substitutions not welcome’ in the comment section of your order. 

  Letting the store know you would not like substitutions means that they can refund any out-of-stock products for you. Please note that refunds can take anywhere from 1-10 working days to return to your bank and this is dependent on your bank's refund policy.

• Can I amend my order once it has been placed?

  Unfortunately, we are unable to offer order amendments once your order has been placed.

  In some special cases, the store may accommodate changes if you call them and explain the situation. This is down entirely at the store’s discretion.

• What should I do if the estimated delivery time given to me by the store is not suitable?

  Please get in contact with the store you placed the order with, their contact information is available within your order confirmation email. They may be able to resolve your issue; it is not always possible for a store to accommodate your needs, if this is the case then your order can be cancelled upon request.

  Contact details of your local store are also available when you input your postcode and search for your local store.

• How can I join Snappy Shopper as a retailer?

  Visit our retailer website at retailers.snappyshopper.co.uk, click ‘join snappy’ and fill in the information required. Once you have done so one of the Snappy Shopper sales team will contact you accordingly.

  Our retailer website contains lots of info to help answer any retail-specific questions you may have. We look forward to hearing from you!

• Do you hire delivery drivers?

  Snappy Shopper does not directly deal with orders, so we do not hire delivery drivers – our retailers hire their own drivers. 

  As such, the best thing to do is to contact your local Snappy Shopper convenience store to find out if they’re hiring.