Help
Need a little help? See if any of our FAQs has the answer.
Otherwise, please get in touch with us on info@mytownshops.com or 0204 5386559 and we’ll do our best to help.
How do I check out?
Your shopping basket is always visible at the top right of the screen. When you are ready, click on "Check out" and you will be guided through the simple process.
Where can I find my order details?
Log in and you’ll find all your order details on the My Account tab.
How can I order products I’ve bought before?
Log in and go to the My Account tab to get straight to the products you’ve bought before and order them again lickety-split.
Can I ask the shop to prepare my meat/fish/cheese/cake etc. a certain way?
Absolutely. You can be as picky online as you would be in person. If you prefer your cheese ripe, want your butcher to score your joint or your fishmonger to fillet your fish, just leave an order note for the shop with your special requests and they’ll always do their best to help.
How do I ask for items that are not on your website?
If there’s an item you’d like to order from a shop on Mytown Shops but you can’t see it listed – or you’d simply like a recommendation from the shop (maybe help choosing wine to match with your meal), try ordering an unlisted product. You can include details such as your maximum budget, how many people cooking for or anything else. If the shop has what you’re after, they’ll send it to you.
What times do you deliver?
We offer precise one-hour delivery slots as well as wider flexi-slots, six days a week. Log in to see the delivery slots currently available in your area.
How much does delivery cost?
Orders over £100.00 qualify for free delivery, except at our busiest times. Our delivery slot prices range from free to £5.99, with the price clearly marked when you choose your slot.
What happens if I'm not home when my delivery comes?
We recommend that you or another appropriate person be there to accept your delivery. We do however ask that you leave a note on your account to let us know where to leave your delivery if you're not home. If this happens, we’ll let you know we've been and leave your order where you asked us to. Please note that we cannot be responsible for any theft, tampering, contamination or deterioration of unattended deliveries.
Can I book a delivery slot before I finish placing my order?
Yes, you can reserve your delivery slot at any point. We recommend booking your slot before you start shopping to guarantee you get the slot you want and to see the products that are available in your delivery slot.
How do I change my delivery slot?
You can reschedule your delivery from the My Account section any time before the deadline specified in your order confirmation email. You’ll be directed through the checkout process again, during which you’ll be able to change your delivery slot.
Is it ok if I order just a small amount of something from a shop? I don’t want to make you go there just for me...
There’s no need to worry! Every day, our drivers visit each of the shops and collect many, many orders from lots of local customers. The shops are always happy to serve you, however great or small your order (just as they would if you came into the shop), and we’re always happy to deliver it. So go ahead and get exactly what you want.
How will my order arrive?
On the day of your delivery, each of the shops will prepare its part of your order. Our team of dedicated drivers then collects it (along with other orders for local customers), and deliver to you using our dedicated fleet of refrigerated vans.
How can I update my details?
You can update your details at any time on the My Account section of our website.
How do I make changes to my order?
You can make changes to your order up until the deadline specified in your confirmation email. Simply go to the My Account tab and click to edit your order. You will be redirected through checkout again after you have made any changes.
How do I cancel my order?
You can cancel your order up until the deadline specified in your confirmation email. Simply go to the My Account tab and click to edit your order.
What happens if I need to change or cancel my order after the deadline?
Please contact us as soon as possible if you need to change or cancel your order after the deadline has passed. As your order is prepared especially for you, there will be a cancellation charge of 100%.
Do you guarantee I'll get what I order?
Your local shops always do their best to fulfil your exact order but please bear in mind that 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.
If an item you’ve ordered isn’t available, the shops will choose a similar replacement for you. You can of course let them know in your order notes if you have any preferences or if you’d rather not receive any substitutes.
When will I be informed of any substitutes or missing items in my order?
You can select your substitution preferences when placing your order. Unless you’ve asked them to do otherwise, if an item is unavailable the shops will always try to send you a suitable alternative. You will be informed of any substitutes or missing items by email on the day of delivery once your order has been packed.
Can I return unwanted substitutes?
Unfortunately, the shops are closed by the time we finish delivering for the day and we don’t hold any stock ourselves so we are unable to return any unwanted substitutes. To help the shops choose the best alternative for you, you can select your substitution preferences when you place your order.
How can I get a refund for damaged or missing items?
Please let us know as soon as possible if any items you've ordered are damaged or missing. We'll either refund you or replace those items, as you prefer. You can request a refund within 24 hours of receiving your delivery by emailing us at info@mytownshops.com. We will investigate the issue and keep you updated.
Where can I see a breakdown of how much I was charged for each item?
You should receive individual receipts from each shop when you receive your goods. Your order total in the My Account tab will also update after your order has been packed.
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 has been packed by the shop. The average prices shown on the website are for guidance only. The price you pay may vary significantly because:
- 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.
When will my card be charged?
The full amount of your order will be taken from your card on the day of delivery when it has been packed by the shops.
How do I update my card details?
You can update your card details in the My Account tab.
What forms of payment do you accept?
We accept all major debit and credit cards.
Why do you use a separate bag for each shop?
We collect your Mytown Shops order from each of the shops you buy from and deliver directly to you, keeping the supply chain as short as possible and your food perfectly fresh. We don’t hold any stock ourselves and we don’t add any of our own packaging.
For all technical enquiries, please contact us with as much detail as possible. Include if you can a screenshot, the URL you are on, what browser you are using and any other details about what went wrong