Help Centre

Order Help

Choose from the following questions below to help us answer your question more efficiently.

+ I have a question about an order I have recently placed.
+ My order was cancelled but the money has left my account.
We only pre-authorise your card and the block would have been released by us when your order was cancelled.
If the money is not available in your account it could mean that the bank hasn't release the transaction correctly. To correct this there are 3 options:
1) It will release on it's own, usually the next day or definitely within 7 days.
2) You can telephone your bank. Please say: the merchant has released a pre-authorisation but the money is not available. You've spoken to the merchant and they have released the block and are not going to take the payment. They will then release the money immediately.
3) We can send a fax to your bank. If you want us to do this, please let us know your bank, sort code and account number.
You can email us on [email protected] if you have any further questions. Please quote your order number on any correspondence.
+ It has been over 90 minutes and my delivery hasn't arrived.
First try using our order tracking by visiting our Order Tracking page.
If you still can't find out where your order is you can contact one of our help team. Please call us on 01260 218220 to check the status of your order.
+ I've just received a delivery but there are some missing items.
Sorry that our driver was unable to source all the items for you. You will be only charged for the items which were delivered.
Please note: The amount which leaves your card should already have the items which were not delivered deducted from the amount. If this is not the case, please let us know by emailing us, quoting your order number to [email protected].
+ I want to cancel an order I have placed
As we use crowd-sourced delivery drivers, it can often be very difficult to cancel a delivery as most of the time our drivers will have already set off to buy the items.
If the order urgently needs cancelling you can phone one of our customer service team on 01260 218220 as soon as possible so we can try to contact the driver to cancel the order. The sooner you do this, the more chance we have of cancelling the order.
+ My order was cancelled but I didn't cancel it.
As we use crowd-sourced delivery drivers we are not always 100% sure that one of our drivers will be able to deliver your order, (This is sometimes the case in small towns and villages). If that is the case, the order will be cancelled within 30 minutes of us sending out the order notification to our nearby drivers. Your card refunded and the money will be available in your account immediately. We also log the area so we know to recruit more drivers in your area for the future.
+ I want to order and have a question.
+ How does it work?
When you place an order on our website or using the Beelivery App, we connect you to a nearby Beelivery driver who will collect your order from a nearby shop and deliver it straight to your door within 90 minutes.
+ Do I have to register to place an order?
Yes, you need to register but it only takes a minute. You can find the 'Register' button at the top right of the screen.
+ How do I place an order?
Type your postcode in the search box on the homepage. If there is a Beelivery driver available in your area, you will be directed through to the product order page. Select which products you want, select when you want the order delivered and then click 'Checkout'.
Follow the payment instructions to pay for your order. After payment you will be given a 4-digit PIN code (it will also be emailed to you). You will need to give this PIN to the Beelivery driver when they bring your order. Now, sit back and relax, your order is on the way.
+ What do I do when my order arrives?
As you have already paid online there is not much to do other than take your order and let the Beelivery Driver know the 4-digit PIN code (you will be given this when you make an order). This is to let the delivery driver know that you are the person who made the order.
+ How much do you charge for delivery?
Nothing, delivery is free. Although there is a minimum order amount of £20.
+ What time do you deliver until?
We deliver from 8am until midnight, 7 days a week.
+ What forms of payment do your accept?
Payment is always taken through the website, so there is no need to deal with cash when the driver arrives with your order. We accept payment by all major credit and debit cards or by PayPal.
+ Do you deliver to my address?
If when you input your postcode on the homepage you get though to the order page, it means we have drivers in your area that could deliver to your house.
Please note: As we use crowd-sourced delivery drivers we are not always 100% sure that one of our drivers will be able to deliver your order, (This is sometimes the case in small towns and villages). If that is the case, the order will be cancelled within 30 minutes of us sending out the order notification to our nearby drivers. Your card refunded and the money will be available in your account immediately. We also log the area so we know to recruit more drivers in your area for the future.
+ Can I order alcohol or cigarettes?
You are able to order alcohol or cigarettes if you are over 18. If you look under 25, the driver will ask your for proof of age. Only driving licenses or passports are accepted. If you are not able to provide proof of age, the driver will return the products and you may be charged a fee (taken out of your refund) for the cost incurred in returning the products.

If you cannot find the help you need above, you should contact us by email. Details are found below.

CONTACT US

Customer Order Help


Please first use the help topics above, this will help us deal with the problem or query in the most efficient way.

You can also send all questions to;
[email protected]

Driver Help

Please send all questions to;
[email protected]

Alternatively, you can call us using the number found when logging onto the driver app.

We also have a Become a Driver Page for more information on how to become a driver and a Driver Dashboard for existing driver help.

 

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