1. AtoZ Fresh Grocery Store reserves the right to withdraw, substitute, change any products , price and descriptions without notice.
2. Whilst we try our best to ensure all stock levels on the website are correct, occasionally products on an order may be out of stock. If so, your order maybe delayed or released when the product is back in stock. In such cases, AtoZ Fresh Grocery Store will contact you to inform you and discuss further.
3. Images on the website are for illustration purposes only and the actual product received may differ.
Cancellation Policy
In the unlikely event that you should wish to cancel your order, please email on info@AtoZFreshGrocery.com with your order number. Please see below for further details based on your requested shipping option.
Click and collect orders
Once an order has been picked, an email confirmation will be sent to the customer confirming that the order is ready to collect.
Any cancellation requests must be sent via email before the ‘collection ready ‘ email has been sent.
If emails are received after the ‘collection ready’ email has been sent, customers may be liable for a 20% re stock charge. All perishable items are non refundable.
Orders not collected within 48 hours of the requested collection date and time will be refunded. Please note orders not collected will be charged a 20% re-stock charge. All perishable items are non refundable.
Delivery orders
Customers can request for the order to be cancelled by emailing website@atozfresh.co.uk. However if the order has been dispatched, we will be unable to cancel your order and you must refer to the return policy.
We will be in touch to confirm your order cancellation.
Please allow up to 5 working days for refunds to show on the bill payers statement.
At present AtoZ Fresh Grocery Store offers
-A free of charge convenient ‘Click and Collect’ service (Order before 2.30pm for Same Day Collection)
-‘Next Working Day’ service (for orders placed before 2.30pm Monday – Thursday)
-A Saturday delivery service** (for orders placed before Friday 2.30pm)
-A Sunday delivery service** (for orders placed before Saturday 2.30pm)
– Offshore Two Business Day Delivery (Dispatched from Sunday – Wednesday Only)
– Local Same Day Delivery (for orders placed before 2.30pm Monday – Sunday)
When possible we use DPD as our courier partners. Some orders, dependent on location and time of order may be dispatched using other logistical providers including UPS and Parcelforce.
It is highly recommended that orders are checked and stored away correctly as quickly as you receive your order to preserve the quality and shelf life of your products.
Click and Collect Process
Our collection point is 24A Portman Road, Reading, Berkshire, RG30 1EA.
The opening times are Monday to Sunday from 12pm to 6pm.
Orders placed Monday to Sunday before 2.30pm will be ready to collect on the same day.
Orders placed after 2.30pm will be ready to collect after 12pm on the following day.
When placing your order, you will receive an order confirmation and once your order has been picked, you will receive another email notifying you that your order is ready for collection.
If you arrive before you receive your ‘ready for collection’ email, we cannot be guaranteed that your order will be ready and you may be required to wait. It is therefore recommended you wait until you receive an email notifying you that your order is ready to collect.
Currently we do not offer a ‘Click and Collect’ service from our Slough branch.
Order collection
The order collection point is 24A Portman Road, Reading, Berkshire, RG30 1EA – SATNAV POSTCODE RG30 1DZ.
When arriving to collect your order:
1. Please park in the car park.
2. Walk around to the collection point door..
3. Please ring the bell and a member of staff will assist you.
-Please have your order number or confirmation email ready.
– If a member of staff is not at the store, please call 0118 3345197.
If you arrive before you receive your ‘ready for collection’ email, we cannot be guaranteed that your order will be ready and you may be required to wait. It is therefore recommended you wait until you receive an email notifying you that your order is ready to collect.
You will be required to sign a ‘Collection Confirmation Receipt’ confirming you have received your order. We kindly request that you check your order before signing.
If you would like someone else to collect your order, they must have your order confirmation number or collection email.
Items not collected
Items will be held for 48 hours from the date of collection, however perishable items will be stored in ambient conditions which may affect the quality of perishable goods.
Any orders not collected will be returned to the shelf and a refund will be arranged.
Perishable items will not be refunded (i.e. Fruit and Veg) and any uncollected orders will incur a 20% re-stock charge.
A refund will only be provided for the re-sellable items.
Delivery Service Process *
AtoZ Fresh Grocery Store uses DPD Next Working Day Service. This service provides a 1 working day service (from the date of dispatch). Other delivery options are available, see below for more details. Delivery to Channel Islands, Isle of Man, Northern Ireland, Scilly Islands and the Scottish Highlands and Islands will take two working days to deliver and Saturday/Sunday Delivery options are not available.
Deliveries can only be made to UK mainland (excluding Northern Ireland*) in accordance with the UPS/DPD/Parcelforce regulations and restrictions. *We have currently suspended deliveries to Northern Ireland to allow us time to set up a new logistical process. We hope to resume this service as soon as possible.
Delivery charges are as follows:
| Order Amount | DPD Next Working Day^1-2 Working DaysMainland Only | DPD Saturday/Sunday Service^^ | DPD Offshore Two Business Delivery |
| 0.00 – £24.99 | £8.99 | £9.99 | £15.99 |
| £25.00 – £54.99 | £5.99 | £9.99 | £19.99*** |
| £55.00 & Above | Free*** | £9.99 | £29.99*** |
*** Promotional Shipping Rate – Available for a limited time and can be withdrawn without notice.
Please Note: There is a limit on Rice and Flour bags between 5kg – 10kg, this is currently set to 2 bags per order.
Orders placed by 2.30pm Monday to Thursday will be dispatched the same day.
Orders using the next working day service placed after 2.30pm on Thursday through to 2.30pm on Saturday will be dispatched on Sunday.
Orders placed after 2.30pm on Saturday will be dispatched on Monday.
Orders for Saturday Delivery must be placed by Friday before 2.30pm.
Orders for Sunday Delivery must be placed by Saturday before 2.30pm.
Orders for Offshore Two Business Day Delivery will on be dispatched on Sunday through to Wednesday.
Important Notice: High rise flats & Apartment blocks – Please be advised that DPD drivers are instructed by DPD to asses the access to such locations and may deliver your parcel to the Enterance of your Building, Kerb Side, Reception, Lobby, or Mail Room. We can not request drivers to deliver to your Apartment door of large apartment buildings. Drivers will decide at the point of delivery where to leave your parcel. They do not have any contact details, so they will not attempt to contact you. They will take a picture to prove delviery has been made and will upload this to your tracking link. We recommend you use the tracking link which gives you a 1 hour delivery time slot. We will also email or text you when your delivery has been made, so you can collect it from the drop point. Unfortunetly we have no control over driver instructions nor will most couriers drop to front doors in high rise apartments. We appologise if this causes or has caused any inconvience to you.
DPD
^DPD Next Working Day Service applies from when the order is dispatched and you receive an email confirming your that shipment is on its way with a tracking number attached. If you have supplied us with your email address or telephone number , you will recieve a one hour time slot window advising when DPD will deliver your order. Please note that if you are not available to accept the delivery, DPD will not reattempt to deliver but will leave your parcel with a neighbour or in a safe place. We do not accept any liabilty if your parcel is left with a neighbour or in safe place. A safe place is decided by the driver and is not controled/decided by AtoZ Fresh Grocery Store. We strogly advise that you use the delivery time frame to ensure someone is available to accept the delivery. DPD provide GPS & photographic evidence of where the parcel was left. We don’t accept any liabilty if the parcel is stolen after delivery. We strongly advise not to amend delivery dates and times on the DPD app as our goods are classified as Perishables and will get disposed by DPD if held overnight. We do not accept liability for any disposed orders were you have amended the delivery time/date. We cannot guarantee DPD will deliver your order with in the given time frame.
AtoZ Fresh Grocery Store does not guarantee the order will be delivered in the given time frame by DPD.
^^DPD Saturday/Sunday Service applies from when the order is dispatched and you receive an email confirming your that shipment is on its way with a tracking number attached. If you have supplied us with your email address or telephone number, you will receive an hour time slot window as to when DPD will deliver your order. Please note that if you are not available to accept the delivery, DPD will not reattempt to deliver but will leave your parcel with a neighbour or in a safe place. We do not accept any liability if your parcel is left with a neighbour or in safe place. A safe place is decided by the driver and is not controled/decided by A to Z Fresh Grocery Story. We strogly advise that you use the delivery time frame to ensure someone is available to accept the delivery. DPD provide GPS & photographic evidence of where the parcel was left. We don’t accept any liabilty if the parcel is stolen after delivery. We cannot guarantee DPD will deliver your order with in the given time frame.
UPS
UPS Standard Delivery 1-2 business day delivery service applies from when the order is dispatched and you receive an email confirming your that shipment is on its way with a tracking number attached. We cannot guarantee UPS will deliver your order with in the given time frame.
UPS/DPD/Parcelforce Delivery Service does not deliver on bank holidays or public holidays. Therefore no orders will be dispatched after 2.30pm, 2 days prior to the bank holidays. Orders will be dispatched on the next working day after the bank/public holiday.
* Due to current high demand, there is possibility that some parcels might be delayed due to the delivery from the courier company. Unfortunately this is beyond our control. If you require further information about this, please email us on info@AtoZFreshGrocery.com.
Always ensure the delivery address are correctly entered. Incorrect details may result in a failed delivery and further charges may be applied to redeliver to the corrected address.
Tracking your delivery
Once your order has been dispatched an email confirming your shipment is on its way will be provided.
This email will contain a tracking number which will allow you to see the progress of your delivery.
Item availability
If an item is not available, a refund will be processed accordingly.
Damaged Items
Click and Collect
If an item is damaged at the time of collection, please let a member of staff know and if possible a new item will be provided. If this is not possible a refund will be offered.
If you notice an item is damaged when you get home and you unpack your shopping, we kindly request that you provide proof of the damage within 24 hours of collecting your order by taking a picture and sending it to info@AtoZFreshGrocery.com along with your order number. We will then be in touch to discuss next steps.
Delivery
AtoZ Fresh Grocery Store pack items to avoid any damages in transit.
In the unlikely event of items being damaged, we kindly request that you provide proof of the damage within 24 hours of receiving your order by taking a picture and sending it to info@AtoZFreshGrocery.com along with your order number. We will then be in touch to discuss next steps.
Same Day Delivery
Orders must be placed before 2.30pm for same day delivery. This new service is currently being trailed and is only available for postcode beginning with RG2,RG5, RG6, RG40 & RG41.
Delivery charges are as follows:
| Order Amount | Same Day Delivery Charge |
| £0.01 – £4.98 | £8.99 |
| £4.99 – Above | Free* |
We will notify you via SMS/Email when your order has been dispatched and a tracking link will be attached. Deliveries may arrive between 15.00 – 22.00. This service is available 7 days a week. The driver will drop your order to the door and are not allowed to enter your premises due to health and safety concerns. Orders must be checked at the door and the driver will take a photo for proof of delivery. Any damages or shortages must be reported to the driver, who will notify the customer services team. Please note that drivers can not return products. You must return any unwanted items at your own expense. If you are not in to recieve the order, the driver will leave it in a safe place however this is at your own risk and A to Z Fresh Grocery Story will not cover any shortages or damages reported there after. We strongly advise someone is available to recieve your order.
Returns Policy
Refunds and returns cannot be processed at at any of the superstore branches. If items were ordered via the website, please follow the procedure below.
It is highly recommended that orders are checked and stored away correctly as quickly as you receive your order to preserve the quality and shelf life of your products.
We want our customers to be satisfied with their order. If you are not happy with your order, please email us on info@AtoZFreshGrocery.com with your order number within 24 hours of collecting/receiving you order and we will be in touch.
Non-Perishable items
We are happy to refund non perishable items within 7 days of purchase as long as they are unopened, re-sellable and in the same condition it was when purchased. To arrange a refund, please email us on info@AtoZFreshGrocery.com with your name and order number. We shall then be in touch to confirm the refund process. Please note all items being returned, are the responsibility of the customer until we confirm the products have been returned back in a re-sellable condition.
Items requiring a refund will need to be returned back to us at the cost of the customer. Shipping costs will be not refunded. A refund will only provided for the product being returned and once received in a re-sellable condition.
Please note that refunds will processed within 7 days of the item being received. Please allow up to 10 working days from your refund being authorised for your account to be credited.
Refunds will only be made to the card used at the time of purchase.
If more than 7 days have passed since your purchase date, unfortunately we can not offer you a refund or exchange.
Perishable Items
Perishable items are non – refundable and classed as items which are fresh product, a limited shelf life or something that deteriorates quickly.
If your item is of poor quality and unfit for use please send a picture along with your order number to info@AtoZFreshGrocery.com within 24 hours of receiving your order. Once we have received your request, we will notify you confirming whether your refund request has been accepted or rejected. Where possible, it would be appreciated if you could drop the unfit item back to the store at 734/736 Oxford Road, Reading, Berkshire, RG30 1EH We will then provide the refund/exchange within 14 days accordingly.
Refunds (if applicable)
If applicable your refund will be made within 14 days of confirmation and the refund will be returned to the credit card used at the time of purchase.
Late or missing refunds (if applicable)
If you have received confirmation from us that your refund has been processed but haven’t received a refund yet, please double check your bank account.
Then contact your credit card company/bank. It may take some time before your refund is officially posted.
If you have still not received your refund, please contact us at website@atozfresh.co.uk
We only replace items if they are defective or damaged. Items will only be exchanged for the same item. To arrange this please send us an email at website@atozfresh.co.uk within 24 hours of receiving/collecting your order, along with your order number.
Exchanges (if applicable)
An exchange will only be provided once we receive the damaged/defective item.
Where possible defective/damaged items should be returned/posted to 24A Portman Road, Reading, Berkshire, RG30 1EA, United Kingdom.
If the replacement cannot be collected at the time of return, the item will be posted FOC.
Privacy Policy
A to Z Fresh Grocery Story uses a platform built and run by WordPress
A to Z Fresh Grocery Story is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
We occasionally change the policy and any changes would be detailed below.
What we collect
We may collect the following information:
- Name
- Contact information including email address & telephone numbers,
- Demographic information such as address and postcode,
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
- To process your order
- Internal record keeping
- We may use the information to improve our products and services
- We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided
- From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interest
- To deliver your order via our courier partners (Parcelforce, UPS & DPD).
Security
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
How we use cookies
A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Controlling your personal information
When placing your order, you can select if you do not wish to be kept up to date on news and offers.
If you chose to be kept upto date on news and offers, your details will be kept securely.
If an order is being delivered, only the necesary details will be provided to Parcelforce in order to arrange the delivery. This includes, name, address and mobile number.
We will not sell, distribute or lease your personal information to third parties unless we are required by law to do so.
You may request details of personal information which we hold about you under the Data Protection Act 1998. If you would like a copy of the information held on you please write to us.
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible. We will promptly correct any information found to be incorrect.
Third Party Companies who have restricted access to our database:
Instagram, Facebook, Pintrest DPD, UPS.
Payments
All payments and transactions are securely processed using our platform WordPress.
A to Z Fresh Grocery Story will not hold your financial details as this will be held by the payment service provider WordPress.