Frequently Asked Questions (FAQ's)
On Becoming a Customer:
How do I become a customer?
To become a customer, simply complete the online form. A member of our team will contact you to confirm details such as delivery preferences, location, and any other specific requirements. Once confirmed, we will set up your account and send you a link to download our specialised app (link) to place orders. Alternatively, you can order by phone 020 7100 5514, email, or WhatsApp.
How long will it take from signing up to my first order?
Your account can be set up and ready to place your first order within 24 hours.
Can I see your product range?
You can view our full product range on our website. To see what’s seasonally available, please refer to our price list or check the app once your account has been set up.
How can I view your product pricing?
Pricing will be provided after you request an account via our online form and a member of our team has spoken with you directly.
On Placing an Order:
How do I place an order?
You can place an order through our app, which will be provided to you when your account is set up. Alternatively, you can order by email, phone 020 7100 5514, or WhatsApp.
What is the minimum order amount?
The minimum order amount is £500, as we only deliver bulk orders. Orders smaller than this are subject to a delivery fee.
What is the cut-off time for next-day delivery?
The cut-off time for next-day delivery is 8pm.
Can I collect my order?
Yes, if you prefer, your order can be prepared and ready for collection in the loading area upon your arrival.
Can I modify or cancel my order after it’s been placed?
Once an order is placed, we process it promptly to ensure timely delivery. If you need to modify or cancel an order, please contact us as soon as possible, and we will do our best to accommodate your request. Alterations after 8pm the day before delivery cannot be made.
Can I add items to my order after it’s been placed?
Once an order is placed, we cannot add items to it. However, you can place a new order for any additional items you may need. Alterations after 8pm the day before delivery cannot be made.
Do you offer discounts for bulk orders?
Yes, we offer discounts for large orders. Please contact our team to discuss pricing based on your specific needs.
On Delivery:
How often do you deliver?
We deliver Monday to Friday and can provide daily deliveries, provided the order value is over £500.
What time will my delivery arrive?
Deliveries are made between 3am and 12am. You must be present to receive the delivery unless alternative arrangements are made. Please refer to the section “Do you need access to our property?” for more details.
Do you need access to our property?
Given the early delivery hours, many of our customers prefer us to secure the delivery within their store or behind shutters. We securely hold your keys and alarm codes, ensuring that after delivery, all doors, shutters, and alarms are restored to their original state.
Where do you deliver to?
We deliver to London, Greater London, and the Home Counties.
Can I get a multi-drop delivery?
Yes, we can deliver to multiple locations, but the order value for each drop must be £500 or more.
Can we pick the time slot?
Unfortunately, we are unable to offer specific time slots for deliveries.
What happens if my delivery is delayed?
We always strive to deliver on time. However, in the event of an unavoidable delay, we will inform you as soon as possible and keep you updated on the new delivery time.
What should I do if there’s an issue with my delivery?
If there’s an issue with your delivery, such as missing or damaged items, please contact us immediately via email, phone 020 7100 5514, or through WhatsApp. We’ll work with you to resolve the issue as quickly as possible.
What happens if you cannot supply the item I ordered?
If we are unable to source the product you ordered, we may offer a substitute if the price, quality, and type are similar or superior. If no suitable alternative is available, we will remove the item from your order and issue a credit as needed.
On Payments & Invoices:
How can I pay?
You can pay cash on collection or delivery, by card in person or via our app or website. If you prefer, you can also pay by invoice on account.
What are your payment terms?
Our payment terms are negotiable. Generally, we operate on 14 or 21 days, depending on your trading history and references.
How can I view my bills?
You can view your bills online or request copy invoices and statements by contacting our accounts department at [email protected].
How will I receive a credit for a returned item or for another reason?
If you’ve returned an item, a credit will be prepared and sent to the email address we have on file for you. For credits related to other matters, please email [email protected], and we’ll assist you directly.
Can I speak to someone about my account, payment, or another query?
Of course! Please email us, and we’ll be happy to help.
On Returns & Credits:
How do I return an item?
To return an item, please notify us via WhatsApp or email at [email protected]. Ensure the item is left in place and marked for return.
How will I get a credit for a returned item or other reasons?
A credit will be issued and sent to the email address we have on file for you. For credits related to other issues, please email us at [email protected].
What is your returns policy?
If you received sub-standard produce that is damaged or of poor quality, please notify us within 24 hrs of receipt and send photographs to your representative at En Route Fruit or email us. Claims can only be made within 24 hrs. We will then arrange a credit and collect the item if required.
On Product Information & Quality:
Will I receive the same item as in the photo?
While we make every effort to ensure that our images accurately represent the specific types of products, we cannot guarantee that the product you receive will be identical to the photo. However, rest assured that the quality and freshness of our products will always meet the highest standards.
Where do your products come from?
We primarily source UK produce, but we also import products from across the globe, including the European Union (France, Spain, Italy, Germany, etc.) and from regions such as the USA, Mexico, Peru, Argentina, South Africa, and many more.
Are your products traceable to source?
Yes, all of our products are traceable to their source via Global GAP certification.
How is the produce stored?
Our produce is stored in refrigerated warehouses. We adhere to strict cleaning and hygiene schedules to maintain high standards of cleanliness and pest control.
How do you ensure Quality Control
All produce is quality-checked upon arrival and again before being dispatched for delivery. This ensures that only the highest quality items leave our warehouse and are delivered to our clients.
On Our Website, Security & Data Protection:
What is your data protection policy & GDPR?
You can find information about our data protection policy and GDPR compliance in our Privacy Policy.
Where can I find your website terms and conditions?
Our terms and conditions are available in our Terms of Use.
Can I see your cookies policy?
You can read our full cookies policy, available in our Privacy Policy.
Is the app (Orderlion) secure? Are my online payments secure?
Yes, your payments via the app are fully secured. Our website is SSL compliant, and the app has built-in security features. Your payment and personal information are securely stored and encrypted offsite with our app and IT partners, who manage our warehouse IT and order systems. We ensure all data is stored in compliance with UK law.
General Questions:
Can I get product recommendations?
Yes! If you’re unsure about what to order, our team can provide personalised product recommendations based on your preferences and needs. Contact us to discuss.
How do I contact customer support?
You can reach our customer support team by email, by phone at 020 7100 5514, by WhatsApp or by live chat here on the website.
Where can I find seasonal or promotional products?
We provide updates twice a week via WhatsApp and through app notifications, keeping you informed about seasonally available produce, as well as special offers and limited-availability items.
I can't find the product I want.
If you can’t find the product you’re looking for, let our team know, and we’ll do our best to source it for you and provide pricing. We love a challenge!
Do you offer delivery outside of London and the Home Counties?
Currently, we only deliver to London, Greater London, and the home counties. If you’re outside of this area, please contact us to discuss potential delivery options.
How do I update my delivery address or contact details?
To update your delivery address or contact details, simply email us at [email protected] or contact us via WhatsApp, and we will make the necessary changes to your account.