Sometimes items may be temporarily unavailable due to stock levels, supplier delays, or unexpected demand.
When this happens, our team may offer a suitable substitute so your order can still be completed.
1. When substitutions may occur
- When the requested product is out of stock at the time of picking
- When the available product does not meet quality standards
- When a similar product is available at equal or better quality
Substitutions are chosen carefully to match the product type, size, weight, and value as closely as possible.
2. Types of substitutions we may offer
- Same brand, different size (e.g., 1kg instead of 750g)
- Same product type, different brand when the original brand is unavailable
- Multipacks instead of single items or similar combinations that provide equal quantity
- Closest like-for-like alternative based on quality and category
3. Pricing for substitutions
- If the substitute is cheaper, you will be charged the lower price.
- If the substitute is more expensive, you will be charged the original product price only.
- You will never pay more without your consent.
4. Rejecting a substitution
If you do not want a substituted item, you may reject it at the time of delivery or collection.
- The rejected item will be removed from your order
- You will receive a refund for that item
- No additional fees apply for refusing a substitution
5. Allergy-sensitive substitutions
If you have food allergies, intolerances or strict brand requirements, please add notes during checkout.
We strongly recommend checking all substituted items for allergens and ingredients upon delivery.
6. How to opt out of substitutions
You may choose to disable substitutions for your entire order or for specific items (if the option is provided at checkout).
7. If no substitution is available
If a suitable alternative cannot be found, we will:
- Remove the item from your order
- Refund you for that item
8. Questions or concerns?
If you have queries about substitutions in your order, please contact our customer care team.
