Customer FAQ

Popular Questions

We’ve created a quick guide to tracking your order please follow the link below.

To change details of your order, including your delivery address, please contact the seller through the ‘contact the seller’ button on the ‘my orders’ page of your bettergettothemarket.com account, or access it directly here

To add an attachment to your order please contact the seller through the contact the seller button on the orders page of your bettergettothemarket.com account, or access it directly here:  Orders

You will find add attachment option at the bottom of the order enquiry form.

If you have a question about any item on the site, please visit the product page and click the Ask A Question button.

If you have a question about your order please visit the orders section of your account on our website and click the Contact The Seller button. You can access your orders page directly here.

To contact a seller about a gift that you received, please find the item you have received on the website and use the Ask A Question button on the product page. If you can’t find your item, please contact customer service who will be happy to help you further.

Contact

Please visit our Contact Us page where you will find several contact options.

If you want to enquire about an order that you have made, please contact the seller directly. You can do this by following the instructions in your order confirmation or order dispatched emails.

The seller will deal with your enquiry in the first instance. If you email us to ask where your order is, we will ask you to attempt to contact the seller first. Our sellers are expected to maintain high standards of customer service and should reply to your email quickly. We will of course be happy to help you  if it’s still needed after you have contacted the seller.

If you have an account with us, you can also view the status of your order by using the top right menu, go to my account, then click the orders tab.

To add an attachment to your order please contact the seller through the contact the seller button on the orders page of your bettergettothemarket.com account, or access it directly here:  Orders

You will find add attachment option at the bottom of the order enquiry form.

If you have a question about any item on the site, please visit the product page and click the Ask A Question button.

If you have a question about your order please visit the orders section of your account on our website and click the Contact The Seller button. You can access your orders page directly here.

To contact a seller about a gift that you received, please find the item you have received on the website and use the Ask A Question button on the product page. If you can’t find your item, please contact customer service who will be happy to help you further.

General Enquiries

Everything you see or buy on bettergettothemarket.com comes direct from the small, independent British business that produce, makes or sources it from the UK. Our job is to create a venue to bring these unique businesses together, making it easy for you to browse and shop for delicious British food and drink.

Whether the items you’re buying are coming from one or several sellers, you are able to pay for them all in one easy checkout.

Once your order has been placed, each seller will send you an email to confirm that your order has been accepted and then again when your items are on their way to you.

We’ve made it really easy for you to find exactly what you’re looking for with our variety of search facilities.

If you’re looking for a certain item, you can try using the search bar at the top of any page on the website. Simply enter your search term and click the search icon. You can also use the search bar to find a seller’s shop page by entering their shop name.

Otherwise, browse our food and drink categories for inspiration. Each department is divided into sub-categories making it easy to find your way around.

You can also browse shops either on the shop tab or visit our groups page to view shops by their category, uch as farm shops, butchers, gluten free etc.

Lastly you can search for local food producers and retailers on our Local Food Map. Just enter your postcode or town and a distance to search and we will present you with all the local retailers near you. Many of the results can be purchased directly through our online marketplace, but we also list quality independent retailers that we think are worth visiting.

You don’t have to create an account in order to make a purchase with us. However, creating an acccount does allow you to store your delivery addresses to save time in the future.

It also lets you track the status of your orders, view your order history, add shops and products to your favourites list and create and publish a wish list.

UK legislation requires us to ensure that if you make an order on bettergettothemarket.com, you are kept up-to-date on the order process and informed of any transactions/orders that you make. In order to do this, we need an email address. We will never pass on your email address to any third party so your security is guaranteed.

If you have a specific question about any product offered through bettergettothemarket.com, you can use the Ask A Question button on the product page. The seller will receive an email notifying them of your question and they will respond as quickly as possible with all relevant information.

Our sellers can get really busy, especially during peak periods so although they try their hardest to respond to each enquiry on the same day it’s received, please allow up to three working days for a reply.

If you still haven’t heard from them after this time, please get in touch with us via the contact page, a link to which can be found at the bottom of any page on the website

Delivery times will vary according to the seller that you buy from. Delivery information is displayed on the product page of each item in the delivery tab.

If you want to make sure a product can be delivered in time, before you make your order, click on the ask a question button to talk to the seller directly.

At bettergettothemarket.com, we ensure that we offer the highest level of security possible on all our customers orders. Customers pay using PayPal, an industry leading payments provider that offers 24-hour monitoring and advanced encryption. PayPal support our already high levels of fraud screening.

Technical Enquiries

We’re sorry if you are having trouble keeping items in your basket. This is caused by an issue with the cookies on your browser – they may not be enabled or may need deleting.

Cookies allow our website to remember what you have added to your basket. To delete your cookies, please go to your browser settings and select delete cookies/history. To enable cookies, please go to your browser settings and select enable cookies for bettergettothemarket.com.

Another reason  may be that JavaScript is not running on your computer correctly. To enable JavaScript, please follow the steps appropriate to your browser from this link: www.enable-javascript.com/.

If you are still having trouble, we find that Google Chrome works best with our site, and offers a quicker page loading time.

Some customers may experience a problem loading our websites pages from time to time, this is usually down to a slow website connection, especially if using 2G or a poor wifi connection.

If a page doesn’t load first time simply reload the page and you should be set to carry on with your shopping.

Our cookies save any items in your cart so if you do have to refresh your internet browser, or even restart it your items should still be in your shopping basket.

My Orders

Registered customers can check if an order has completed by logging in and clicking on the orders tab on your customer account. To access your customer account go to My Account/Customer Account at the top of any page on the site. A successful order will appear in your orders tab. If you are still unsure, or don’t have an account with us, please contact us at Contact Us.

The estimated delivery date for each product is stated on the individual product page.

If you have an account with us, you can also check the status of your order by logging in and clicking on the orders tab in the my customer account tab at the top of any page on the site.

If you have an account with us, you can track your orders by logging in and clicking on the orders tab your customer account page.

If you don’t have an account with us, it isn’t possible to track the status of your order. However, if you have any questions about your order, you can contact the seller in the first instance by using the contact link in your order confirmation email. Alternatively go to their shop page and send them a message, containing your order number.

If you have an account with us, log in and click on the  orders tab in your customer account section. Here you will see a list of all the orders you have placed with through bettergettothemarket.com. If you have created an account after the order was placed it is not possible to view these previous orders.

Click on the forgotten password link from the sign in page. This will help you to reset your password.

Payment Processing

We accept all of the following payment sources:

 

Please note that while bettergettothemarket.com endeavours to have all of the following payment methods available at all times, this cannot be guaranteed. Please review the payment methods available at the checkout for a complete list of options available to you at the time of purchase.

This is a security procedure put in place by your bank, card issuer or payment service provider to protect you against internet fraud. It is nothing to worry about as it’s there to protect you.

You simply need to enter the required details. If you have not yet registered your card for this security check, you will be prompted to do so.

If you have any more questions regarding either Mastercard Securecode or Verified by Visa, please get in touch with your bank or card issuer.

When you make a purchase on bettergettothemarket.com using a non-UK bank account your bank may charge you an international transaction fee.

Please note that this is not a charge imposed by us, and is unfortunately out of our control.

Refunds & Returns

For bettergettothemarket.com’s returns guidelines, please click here. Please note that each seller has their own returns and refunds policy and this can be viewed on their storefront, as well as each product page. Not all products are returnable, so please do read both bettergettothemarket.com’s and the seller’s own returns policy before ordering.

To return an order firstly contact the seller to see if it is possible to return the item. If the seller agrees to accept the return they will supply you with a returns address.

Unless stated otherwise in the seller’s returns policy, you will have 28 days to return an order. Please contact the seller to agree return of the items before posting back to them. All returns are subject to the sellers returns policy.

The costs of return postage will usually be at your expense, unless the goods are faulty or the seller in question offers a free returns service in their returns policy.

Refunds or exchanges will be made to you within 28 days of receipt of the returned goods, provided you that have followed all of the procedures and time frames set out in bettergettothemarket.com’s returns guidelines.

If the seller agrees to an item exchange then you can exchange the item for any other item found on their shop.

For information about whether items have arrived at the return address, please log in to your account and contact the seller through the orders tab in your Customer Account section, at the top of any page on the site.