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FAQs

Placing an order

If you’d like to place an order, find out more about how our deliveries work or where we deliver to, please visit our delivery page here: https://southwestcoast.co.uk/pages/delivery-information

FAQs

Do you deliver to my area?

We deliver fresh produce and groceries to Weymouth & Portland only. We deliver all other items* to almost everywhere in the UK. You can find more information about our delivery options here. *Items over 10Kg can be arranged for larger shipments, please contact hello@southwestcoast.co.uk to arrange.

How do you deliver?

We offer next day and standard delivery services. The specific delivery services available depends on the products you have chosen and your delivery location. Find out more here.

I’m having trouble placing an order

If you are having problems placing your order, please visit our contact us page and get in touch so we can help. Contact us now.

I’m placing an order for store collection but I plan to bring my own containers. How do I know how much product to order if I want to refill my own tubs / jars / bottles?

If you plan to refill your existing bottles or jars to our Weymouth store, please do not place order online for these products. Place the remainder of your order for store collection, selecting store collection at checkout under shipping option. It is much easier to meet with our team, and either refill these in store yourself or use our drop + collect service, where our team will fill your bottles / bags / containers and you simply pay on collection.

Can I use a SW Coast Voucher for my online purchase?

Unfortunately, SW Coast Vouchers are for in-store purchases only and not for online purchase. You can buy a SW Coast E gift card online, and these can be redeemed against online purchases.

Can I add a gift note to my order?

Yes you can! Please email our team with your order number and preferred message and we can add the note to your order before dispatch. Please let us know within 1 hour of placing your order, as some of our orders go out quickly, such as our gift sets, cleaning items and hampers.

My order is a gift, are you able to hide the prices?

Yes! All of our orders arrive with a delivery note to show what items should be included, but we do not include any pricing information so your recipient will not be able to see the price.

When is payment processed for my order?

Payment for online orders is processed at the time of placing your order. Any out of stock items will be refunded at the time of dispatching your order.

 

Existing orders - FAQs

Can I make changes to my order?

You cannot amend an order after it has been placed. If you wish to cancel your order, please get in touch with at hello@southwestcoast.co.uk with the subject line 'CANCELLATION’ and remember to include your order number. We will accept cancellations within one hour of placing your order. We are not able to cancel your order any later than this. You can return any unwanted, non-perishable items to us within 30 days of delivery.

 

When can I expect my order?

This will depend on your chosen delivery method, based on your location and what items are included in your order. Your delivery method and expected delivery timing will be included in your order confirmation email.

How do I know when my order has been dispatched?

You will receive an automated email when your order has been dispatched. Please check junk and spam folders. 

Can I track my order?

You will be able to check the status of your order by logging into your account or clicking the link in your order confirmation email. You will receive a link to track your order in your dispatch email.

 

My order has arrived damaged

We take great care when packing our orders to ensure that they arrive safely. If you have received a damaged item or delivery, please visit our contact us page and get in touch so we can arrange a redelivery or refund for the damaged item(s). 

There are items missing from my order

If there are items missing from your order, there may be a number of reasons. 

The item may have been unavailable and you will have been automatically refunded for it. Please check your dispatch notification for details of the items that have been dispatched.  

Some orders may be shipped in more than one box. Please check your tracking information linked in your dispatch email to see how many parcels your order has been sent in.

If the missing item appears on your dispatch email and hasn’t been shipped separately, please get in touch so we can arrange a redelivery or refund.

 

Returns and refunds

Some of the items on my order are unavailable. Should I expect a refund?

Refunds for unavailable items are processed when your order is dispatched. Please allow between 5-7 working days for the refund to reach the account from which the order was placed.

How do I return an item?

You can view our returns policy here.

 

How long will my refund take?

You will receive an automated email when a refund has been processed for an online order. Please allow 5-7 working days for the refund to reach the account from which the order was placed.

Store Visits 

I am planning a store visit, what containers should I bring?

Any container that you already own can be refilled! Please ensure it is fit for purpose. It should be:
Clean, Sealable, Safe to Transport, Ideally lightweight.
Commonly used items for food refills include:
Clean food waste bags, ziplock bags, margarine, ice cream or takeaway style tubs, produce bags, cotton or linen bags.
Commonly used items for liquid refills include:
Shampoo, washing up, laundry bottles. Olive oil dispensers, travel pouches and bottles. Empty drinks bottles, water bottles or similar.


Where is your store?

We are located at 29 St Thomas Street, Weymouth DT48EJ. Our what3words is ///stream.grass.cone. 

When are you open?

You can find our most recent and updated opening hours on Google prior to visiting or check our opening hours online here: https://southwestcoast.co.uk/pages/opening-hours