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faq

General

  • Our app brings seasonal produce and sustainably-sourced dry goods, dairy and charcuterie straight to your door.
  • If you’re a chef working out of a restaurant kitchen, we’ve got a separate app just for professional kitchens. Click here to get you and your team set up on Natoora Pro.
  • We deliver daily to London, Teddington, Kingston Upon Thames and Twickenham. We also deliver to Oxford (OX1 - OX4) on Tuesdays and Fridays.
  • If you live outside of these areas, please register your interest here and we'll be in touch as soon as we deliver to your area.
  • Our Home Delivery Customer Service team is here if you need help getting set up and can help to place an order. Call us on (+44) 020 7237 0346
  • The health of both our team and our customers is our first priority.
  • Our Health and Safety team are constantly monitoring our packing and delivery systems and are confident that Home Delivery can be done with absolute minimum risk to both our drivers and the customer.
  • Our Drivers have all undergone extensive Health and Safety training and will stick to strict protocol on delivery, staying a minimum of 3 steps away from any customer at all times. They will leave the delivery at your door and are not, under any circumstances, able to enter your property.
  • To help us stay safe, we ask that if you are self isolating and experiencing possible symptoms of Covid-19, please add this to your delivery notes. We ask that you respect this distance.

Technical

  • Download the app. To set up an account, you need to register first, either via our online form or directly through the App.
  • When you sign up, you’ll be asked to create your own username and password. Be sure to make a note of these, as you’ll need them to log in once your account is live.
  • We’ll send you an email when your account is live and you’re ready to place your first order.
  • Use the email address and password you created when registering on this website to log in to the app.
  • Open up the app and hit ‘Forgot my password’. You’ll then be able to create a new one.

Ordering

  • For sure - simply tap ORDER to ‘Select Your Slot’. You’ll be able to choose delivery day and time slot - either 6am-2pm or 12pm-9pm. To confirm your slot, you’ll just need to add something to your basket and tap on the PLACE YOUR ORDER button in ORDER. You can then amend your order and change your delivery slot up until 12pm the day before your delivery.
  • To lock in your delivery slot, you’ll need to add an item to your basket and hit the PLACE ORDER button.
  • To add an item, select a UNIT & QUANTITY for a product. It will then automatically appear in the ORDER tab. Hit the ‘PLACE ORDER’ button at the bottom of the ORDER tab to confirm your order and lock in your slot.
  • Once you’ve hit the button, you’ll be able to edit your order and add new items up until noon on the day before delivery. A countdown timer is shown at the top of the ORDER section.
  • Please note: if you don’t hit the PLACE ORDER button, your order will not be prepared.
  • To amend a quantity, tap the + or - buttons. To delete an item, click on the X in the top right corner of the product.
  • You have until noon on the day before delivery to amend your order.
  • Hit ORDER to see an estimated basket total. You’ll also see an estimated running total over the ORDER button as you shop.
  • The estimated total of your basket is calculated according to average weights. For example if you order 1 UNIT of courgette, the price will be calculated on the average weight of 1 courgette - which could end up weighing slightly more or less than the average. That’s why this basket total is just an estimate.
  • You’ll see the exact price on your receipt upon delivery, but it shouldn’t be all that different to the estimated total.
  • Why does it work like this? Our ordering system was designed to accommodate chefs who buy by boxes, which can vary in weight. That means we can only figure out the exact price of each variety when picking your order.
  • You’ll receive a final receipt by email, in your delivery box and can view a PDF version via the App.

First tap on the ‘Shop’ icon at the bottom right of the screen.

Use the Search Bar

  • Type what you’re looking for into the ‘Search Natoora’ box at the top.
  • You can be specific or browse more generally by category - cheese, herb, sauce, dairy - if you’re looking to be inspired.
  • Search ‘Essential’ to see a selection of most popular lines, including milk, butter, datterini tomatoes and avocados.

Browse By Category

  • To help you find what you're looking for, hit SHOP. Tap on FRESH to see fruit and vegetables, DELI to see dairy and deli items and DRY for our store cupboard ingredients.
  • Fresh - Seasonal fruit and vegetables together with kitchen basics.
  • Deli - Dairy items like Estate Dairy milk, Neal’s Yard cheese and cultured butter.
  • Dry - Store cupboard essentials including polenta, flour, spices, oils and tinned tomatoes.

Once you’ve placed your first order, your frequently ordered items will be automatically saved under the ‘FREQ’ tab.

To help you place your orders, we’ve put together a Quantity Guide.

  • To add an item to your basket, first select the unit you’d like to order it in: UNIT, KG or BOX.
  • Then use the + and - buttons to select a quantity of a product. Some items have a minimum order quantity.
  • Once UNIT and QUANTITY have been selected, the product will go straight into your basket.
  • Hit the PLACE ORDER button to lock in your delivery and confirm your order.
  • You have until noon on the day before delivery to amend your order.

You cannot edit your order after this time - it’s being prepared.

We source radically seasonal produce straight from small scale producers. Sometimes produce can go out of season very suddenly or the grower might have a problem with harvesting. We’ll always try to find a substitution for missing products, but some varieties are totally unique. In that case, if a product is missing from your order and is listed as ‘Not Available’ at the bottom of your invoice, you will not be charged.

We source radically seasonal produce straight from small scale producers. Sometimes a variety can go out of season very suddenly or the grower might have a problem with harvesting, in which case we will select the closest possible substitution.

To help you place your orders, we’ve put together a Quantity Guide. When you select each product, you’ll choose between UNIT and KG.

UNIT - Unit means individual piece, like a single courgette or 1 avocado. We recommend sticking to UNIT where possible, even if the price is listed in kg.

KG - You can order most lines by kg. Please bear in mind that some will have a minimum order of 0.5kg.

BUNCH - Some herbs, greens and brassicas come by bunch. The size is similar to something you’d buy at a market.

Produce

No. You can also get exceptional quality dairy, charcuterie, cheese, oils and store cupboard goods - flour, rice, tinned tomatoes, dried pulses - all sourced straight from independent producers.

Our seasonal fruit & vegetables come straight from our close community of independent growers, who all prioritise biodiversity, heritage and flavour over yield. We know exactly where all our food is coming from and want to share that knowledge with you. You can learn more about our growers, producers and produce by:

  • Reading the news and in depth features in the TODAY section of our App.
    • News: Our news feed brings you the latest news from our growers and updates on produce.
    • Features: In depth features that tell you more about the grower, region and variety of our newest lines.
  • Looking at Our Planner: Our planner helps you to see what’s in season, where month by month. It’s divided into Vegetables & Fruit.
  • Signing up to our newsletter, which connects you to our growing community. You have the option to sign up when you register for the App and can also register at any time here.

Delivery

Once you’ve locked in your delivery slot, you have until the Delivery Cut Off Time to amend your order. Once you hit Delivery Cut Off Time, you can no longer amend your order - it is being prepared. To see how long you have until the Cut Off, tap on the ‘ORDER’ tab. Delivery Cut Off Time: noon on the day before your delivery slot.

Delivery Cut Off Time: midday on the day before your delivery slot

Daily deliveries in London, Teddington, Kingston Upon Thames and Twickenham. Twice a week, we deliver to Oxford (OX1 - OX4). Our postcode checker will make sure we deliver to your neighbourhood. If we don’t, register your interest and we'll be in touch if things change.

Please note: we will need detailed delivery notes on creating an account with us to avoid delivery issues. If accessibility to your address is difficult, please be aware we have the right to decline delivery.

Your delivery will arrive at any time in the selected hours of your slot - either 6am-2pm or 12pm-9pm. With regard to delivery windows, our routes change every day depending on customers, so we are unable to provide more specific delivery times. If you are not at home, your delivery will be left in a safe place outside. We cannot arrange redelivery.

To view your chosen delivery slot, simply tap on ORDER. Your slot will show at the top of the screen, under CURRENT.

  • Our vans are refrigerated and designed to keep your produce in perfect condition.
  • We are constantly updating our Driver Health and Safety Training according to government guidelines.
  • The driver will knock or ring the bell and then step 2m back from the delivery.
  • They will wait until you have taken the order inside before leaving. Please note, our drivers will not be able to enter your property or carry your order in, due to social distancing measures.
  • You will receive an itemised invoice with your delivery. Please check through your order before the driver leaves, as we are not able to offer returns.

If our driver arrives and there is no one home, we will call your contact number. If there is no response or you are not at home, your delivery will be left in a safe place outside. We cannot arrange redelivery.

We have a flat delivery rate of £6 for every order.

  • Your order will be delivered in boxes or crates. We do not collect these back.
  • Produce will either be loose or in minimal packaging in our efforts to reduce plastic.
  • Our cardboard punnets are completely recyclable and the film is home compostable.
  • You can read more about our Plastic Free mission here.

Payments & Refunds

To change any of your personal details, you’ll need to get in touch by email at homedelivery@natoora.com

You’ll enter your card details when you set up your account and we’ll charge you via Stripe. We accept all major credit and debit cards. Your card will be charged on the same day that your order is sent out.

  • Hit ORDER to see an estimated basket total. You’ll also see an estimated running total over the ORDER button as you shop.
  • The estimated total of your basket is calculated according to average weights. For example if you order 1 UNIT of courgette, the price will be calculated on the average weight of 1 courgette - which could end up weighing slightly more or less than the average. That’s why this basket total is just an estimate.
  • You’ll see the exact price on your receipt upon delivery, but it shouldn’t be all that different to the estimated total.
  • Why does it work like this? Our ordering system was designed to accommodate chefs who buy by boxes, which can vary in weight. That means we can only figure out the exact price of each variety when picking your order.
  • You’ll receive a final receipt by email, in your delivery box and can view a PDF version via the App.

MISSING ITEMS

  • It’s important to check your delivery as soon as it arrives.
  • If you notice something is damaged or out of date, you’ll need to call our dedicated Home Delivery Customer Service Team on 0207 237 0346 or email homedelivery@natoora.com to organise a refund. Have your order number and address to hand.
  • You have up to 24 hours after delivery for perishable produce and 7 days for non-perishable to claim your refund. After that time has passed, we will not be able to offer a refund.

DAMAGED PRODUCE

  • It’s important to check your delivery as soon as it arrives.
  • Call our dedicated Home Delivery Customer Service Team on 0207 237 0346 or email homedelivery@natoora.com to organise a refund. Have your order number and address to hand.
  • If you notice something after the driver has gone, please email details of the damaged product with an image within 12 hours of delivery. After 12 hours, we will not be able to offer a refund.
  • If you notice something is damaged or out of date, you’ll need to call our dedicated Home Delivery Customer Service Team on 0207 237 0346 or email homedelivery@natoora.com with a photograph of the product to organise a refund. Have your order number and address to hand.
  • You have up to 24 hours after delivery for perishable produce and 7 days for non-perishable to claim your refund. After that time has passed, we will not be able to offer a refund.
  • We’ll ask for your card details when we first set up your account but rest assured, they are held only by Stripe - a secure, third party payment platform - and we do not have access to them. Your card will only be charged on the day that an order is sent out.