Frequently Asked Questions

No membership is required. 

Yes, businesses and individuals are required to register before placing their orders. Guests cannot checkout. Your account registration will need to be approved by our customer service team before you can place an order. This will usually take between 1-2 hours within office opening hours Mon-Fri 09:00-18:00.

Yes, we do have a minimum order. Each postcode area will have a different minimum order value. To qualify for Free delivery orders must meet the free delivery threshold for that particular postcode area.

See Deliveries page for more information

Credit accounts are only available to established UK Limited companies. We are working with various invoice factoring companies to provide established customers with monthly net terms. Your company must be trading for at least 12 months. Get in touch to know more.

Some perishable goods will require a certain amount of lead time due to transportation and availability. Some fresh items need to be air freighted and customs cleared before being sold. We will display the advance order sign on any products that require a lead time. 

Prices for Market Fresh items will fluctuate daily depending on availability, market supply and demand. This is all usual and consistent with market conditions.

The prices displayed online for loose weight items will price /kg. Loose weight items may vary so you will be invoiced or credited accordingly offline once we have the full and complete weight. This would be more fair and accurate process for you the customer.

Preferential pricing is available. 

If you are a customer who orders regularly / with proven substantial volumes we can discuss preferential pricing. Preference prices which have been agreed in advance will be set up on your account. Please get in touch with us to discuss.

All order cut off times are 6pm the day before your delivery. Sometimes it may be possible to add a late addition however any additions after 9pm cannot be guaranteed.

If your area is not covered by our transport then you may place an order offline and we will fulfil this with one of our courier partners. Please note no type of perishable goods will be permitted for offline orders. All offline orders will need to be placed by email at sales@haicofoodservice.co.uk, Courier charges may apply.

We deliver throughout the week Monday to Friday. The frequency of deliveries in your area depends on the location. Please have a look at our delivery page for an accurate delivery schedule for your area.

We deliver in London and surrounding counties. We are reaching and expanding further out to other parts of the country so if we are not yet in your area please let us know and we will consider it in our future plans.

Please see the Delivery page for more information.

Since the UK left the European Union, deliveries to EU countries have incurred extra costs and customs admin. We have paused our European deliveries for now but if you have a specific request please do not hesitate to get in touch at sales@haicofoodservice.co.uk,

We use our very own modern fleet of vehicles which are equipped with dual temperature for chilled and frozen foods. Our refrigerated vehicles ensure we comply with all food standard standards.

Fulfilment of orders will typically take 1-4 working days to be delivered to your premises. Alot will depend on location, stock availability and method of payment. For London customers, this will usually be the next day before the cut off time of 6pm.

Once your order has been confirmed the following process will take place;

Yes, our deliveries are fully tracked and you will be notified by SMS or Email of pending delivery on the day.

Goods that are delivered by our drivers to our customers will be delivered into business premises only. Goods delivered to residential address will be delivered to the door step.

Deliveries transported via our 3PL partners are made kerbside or into a loading bay only.

Please see our Delivery page for rates.

We accept all major credit and debit cards including American Express.

We use Elavon as our payment gateway provider. They are a safe and established provider of Ecommerce payment solutions. All payments are secured by SSL and 3D verification.

Yes, you can pay directly into our account for offline orders or via payment links.

Yes, in some instances we can accept cash on delivery depending on the amount. Speak to our Sales team for more info.

Our phone lines are open Monday-Friday from 09:00 - 18:00 or alternatively you can drop us an email or WhatsApp message.

Please get in touch with us as soon as you realise a delivery is short. We will contact the driver to see if he missed anything off.

Deliveries using 3PL or Courier, Photos will be taken before dispatch. If it is missed off by our team we can send out a replacement or issue a refund.

Any shortages or damage must be reported within 24 hours.

We do not sell, rent or pass on any of your data to any third party.

We comply with all GDPR legislation.

The first thing is to get in touch with us via telephone or email. Please provide us with a reason why you would like to return your product and include any photos of claims where possible. Products must be returned before any credit / refund is provided. We reserve the right to refuse any unreasonable claims. Please see terms and conditions.

Refunds can only be issued once the office has been notified and the damaged goods have been returned. Once the returned products have been approved the refund is appropriately allocated via a credit note or direct reimbursement to your bank account.