Frequently Asked Questions
Getting Started
Do you deliver to my area?
Enter your full postcode (e.g. N5 2AA) to check if we deliver to your area. If we don't yet deliver to your postcode, please send us your email address and postcode and we will let you know as soon as we do.
How do I start shopping?
There are three easy ways to do your shopping:
- Click on the "Visit a Shop" tab to see all the shops in your area. From here, click into whichever shop you want to buy from to see what they're selling. Select the quantity of the product you want, and add it to your basket by clicking "Add".
- Alternatively, click on the "Shop by Product" tab to see all the different categories of food sold by your local shops. Click on any of the food categories to see the individual products. Select the quantity of the product you want, and add it to your basket by clicking "Add".
- Another way of shopping on the Hubbub website is to enter the product you're looking for directly in the product search box on the top right of the page. If we have the product you're looking for, it will appear in a list. Select the quantity of the product you want, and add it to your basket by clicking "Add". Please let us know if there are other products you would like us to stock and we'll do our best to accommodate you.
Is there a minimum order value?
Nope, there is no minimum order so you can spend as much or as little as you choose to on your weekly shopping.
How do I book my delivery slot?
Choose a delivery slot on the box marked "Delivery slots" on the right hand side of the page. You can do this at any time - before you start shopping or at the end. Your delivery slot will be reserved for you for 45 minutes while you finish shopping.
How do I check out?
Your shopping basket is always visible on the right hand side of the screen while you are shopping. When you are ready, simply click on "Check out" and you will be guided through the simple process.
How do I set up an account?
To complete your order, the first time you shop with us you will need to give us your contact details and delivery address. We will treat your details with the utmost respect for your privacy. For more on how we look after your details, please read our privacy policy.
Which forms of payment do you accept?
We accept all major credit cards and debit cards including Maestro, Switch, Visa, Mastercard and Delta. We cannot accept payment by cash or by cheque.
Deliveries
When do you deliver?
We deliver in one hour delivery slots between 4pm and 10pm on weekday evenings. If it's lunch you're interested in, we don't currently offer deliveries before 4pm, although there's a lot on offer which will keep for a good few days in the fridge - at Hubbub, we place an office order on a Monday which sees us through the working week.
Do you offer same day delivery?
Yes we do! If you place your order with us by midday, we can deliver to you the same day, at no extra charge, provided a delivery slot is available.
You can also place your order up to three weeks ahead if you're more of an organised type.
Can I book my delivery before I place my order?
Yes, you can book your delivery at any time - before you start shopping or at the end. We recommend you do so at the start to make sure you can get the slot you want.
How do I change my delivery slot?
You can change your delivery and order details any time up until midday on the day your delivery is due on the "My Account" page. Select "View all orders", click on the order you wish to change and then click "Edit". You will be directed through the checkout process again, during which you will be able to change your delivery slot. Only one payment will be taken from your account, after midday on the day of your delivery.
How much does delivery cost?
It's free on your first order and for all orders over £75. Otherwise it's just £3.50, regardless of whether you order from one shop or all of them, and one product or 100!
Do I need to be present to accept my delivery?
We recommend that you or another appropriate person be present at the delivery address to accept your delivery. Please note that we cannot be responsible for any theft, tampering, contamination or deterioration of unattended deliveries.
What happens if I'm not home for my delivery?
When you set up your account we ask you to let us know where we should leave your delivery if you're not home when we arrive. We will leave you a note to let you know we've been and put your order where you asked us to.
Why don't you deliver at weekends?
The whole idea behind Hubbub is to make it possible for customers to buy from their local independent shops at times when they would usually struggle to get there. Most local shops have queues out the door at the weekends but it's during the week when many customers are too busy to get to them. If they couldn't buy online and have their order delivered by us, they'd have to shop elsewhere.
Orders
Where can I find my order details?
Once you have logged in with your email address and password you can see all your order and account details on the "My account" page. Select "View all orders" and click to view the order you want to see.
How do I make changes to my order?
You can make changes to your order up until midday on the day of delivery on the "My Account" page. Select "View All Orders" and click to view the order you wish to edit. Select "Edit" and you will be able to add or remove items to your basket. You will be redirected through checkout again after you have made any changes. Only one payment will be taken from your account, after midday on the day of your delivery.
How do I cancel my order?
You can cancel your order up until midday on the day of delivery on the "My account" page. Select "View All Orders" and click on the order you wish to cancel. Click "Cancel" and then confirm.
What happens if I need to cancel my order after midday on the day of the delivery?
Please contact us as soon as possible if you need to cancel your order after the deadline has passed. As your order is prepared especially for you and the delivery slot reserved, there will be a cancellation charge of 100%.
How can I get a refund for damaged or missing items?
All the shops do their very best to make sure there aren't damaged or missing items in your order but occasionally things may slip through the net. Please check your order after you have received your delivery and let us know as soon as possible if any items are damaged or missing. We will either refund you for the missing or damaged items or replace those items. You can request a refund within 24 hours of receiving your delivery from the "My Account" page. We will investigate the issue and confirm to you whether your request has been successful.
How do I get a copy of my receipt?
You will receive individual receipts from each of the shops you have ordered from when you receive your goods. Your order total in the "My Account" section of the website will also update on the day of delivery after your order has been packed.
How do I re-order from a previous order?
From the "My Account" page, select "Renew order". All the items from that order will appear in your basket. You can then add or remove any individual items and checkout as usual.
What happens if I don't have time to finish my order?
Once you have logged in, your shopping basket will automatically save until you check out and will be available next time you log in.
How can I create a Favourite?
On each product, you can click on the gold star to make it one of your Favourites. It will then appear in your Favourites section of the "My Account" page and you'll be able to add these items to your basket from here in future.
Why does the final price of my order differ from the guide price at the time of ordering?
The final price you pay is the price charged when your order is packed up for you by each shop on the day your order is delivered. The average prices shown on the website are for guidance only. The price you pay may vary significantly because:
- The prices of some products may change between when you place your order and when it is delivered.
- The price of items sold by weight (for example, some meat, cheese or fish) will depend on the exact weight of that product when it is weighed for you.
- We may need to substitute any items that are not available at the time your order is packed.
What happens if the item I ordered isn't in stock?
When you place your order, you can let each shop know what you'd like them to do if an item isn't in stock (let them to choose a replacement for you, chose a particular replacement yourself or ask them to send nothing if your first choice isn't available).
Please bear in mind that, although each shop will always do its best to fulfill your exact order, they don't keep large quantities of stock or mass-produced goods. This allows them to stock only the very freshest products. With wild food such as fish, there is never any guarantee what will be caught on the day. We hope you'll agree it's a small trade-off for always receiving the very freshest food.
Why don't you deliver lots of bulky items like Ocado does?
The advantages of buying from skilled local experts and of having short food supply chains is felt most acutely with fresh produce; where else could you buy fish that's caught to order and delivered to your door the very same day? Or meat that's hand-selected and cut to order for you? Bread and cakes that have only been out of the oven for a few hours, or home-made meals baked fresh in time for your dinner? We do stock a selection of kitchen cupboard basics and household essentials, but we recommend that our customers order their bulky items from a service such as Ocado every 4-6 weeks and buy their fresh produce weekly from their local shops.
Personal Details
How do I change my account details?
Simply log in with your email address and password and click on the "My account" tab. Here, you can change or add any details.
Can I change the delivery address?
Yes. You will be prompted to do this if you wish to during the checkout process. Otherwise, you can do this on the "My account" page. Please note that you will not be able to receive a delivery outside our delivery area.
What if I forget my password?
If you have forgotten your password, please click on "Forgotten your password?" in the Sign In box and it will be emailed to the email address you registered with us to create an account.
Anything Else?
If you can't find what you're looking for and our FAQs aren't helping, please email us at info@hubbub.co.uk or give us a call on 020 7354 5511 and we'll do our best to help.
