Frequently Asked Questions
How do I place an order?
To place an order, simply go to the 'Order' tab at the top of the page and select which option you wish to order, and whether your need is an 'Emergency' or if you are 'Here to Help' using the drop down box. There is more on that option further down this page. You can then add your dietary requirements and allergen information, and we will make sure your delivery doesn't contain items you have a sensitivity or allergy to. Each option on the order tab offers discount codes so you can pay the price you feel you are able to pay during checkout. Simply paste the code into the promo code area in your cart, apply the code using the button, and voila! You will only pay what you are able.
What about shipping?
We ship right across Suffolk, but if for any reason we aren't able to ship to you, because we are short on drivers in that area for example, we will notify you with other options including a full refund. You can also select which shipping fee you can afford. If you can't afford anything, you can have it shipped for free. If you can afford a small contribution, you can do this too, and if you live further away and can afford to pay a little more, you can also do this. All options are available from the drop down menu during checkout.
What does 'Pay As You Feel' mean?
We offer a pay as you feel scheme, so you can pay what you feel you can afford, or what you feel our service is worth. If you can't afford to pay £1, get in touch, we will provide a discount code for you to remove any financial barriers stopping you from accessing food. The delivery can also be offered for free. If you can afford to pay, your financial contribution will help offset those who cant. So do pay what you can afford, you're helping those who may be struggling.
What's the difference between 'Here to Help' and 'Emergency'?
You may notice times where you are unable to order using the 'Here to Help' function. This is because we reserve food for emergencies through our 'Emergency' inventory function on the order page, so that if someone who is perhaps struggling visits our website, either directly, or through East Suffolk Council for example, who have an account with us to manage multiple families from one place -we are able to help.
This means that if your request isn't an 'Emergency', and you're simply 'Here to Help' those who are struggling; those who often can't afford to pay much, or you're 'Here to Help' the environment by ordering the food we save from going to waste, then please be patient -we need you, and we will restock again soon. We restock every week, and the inventory usually goes live on the website by Tuesday.
How many meals are in the frozen box option?
This is a question we're asked regularly. And it very much depends how you use what we send. We usually send around 8 tubs of food that our top chefs have produced, using unsold surplus food. It is however really quite difficult to say how many meals that box or a tub will produce when it's based on how you use the meals (are you adding things to them), how many are eating and what appetites each person in your household has. Plus, we often send tasty deserts! What we suggest, is that you buy one box and see how you get on -you can always order more, it's Pay As You Feel, after all.
Are you struggling?
If you are struggling for any reason during these unprecedented times, know you are not alone.
You can call the Home, But Not Alone phone-line if you live in Suffolk and need urgent help during the coronavirus (COVID-19) pandemic.
This emergency phone-line is for people who:
do not have support available from friends, family or neighbours
are struggling for food, medicines or other essential supplies
are feeling lonely and isolated
If any of these apply to you, just call 0800 876 6926 (available 9am to 5pm every day, including weekends).
What about Returns & Refunds?
Should you be unhappy with the food, for any reason, please contact us immediately so we can resolve what may have gone wrong. Every effort is made to ensure you receive healthy food saved from going to waste, within the time scales offered and taking into full consideration your dietary requirements, sensitivities and allergies. If you are not happy, we can offer a full refund.
If you have any more questions, please don't hesitate to contact us using the contact page or our details below and we will be happy to help.