General
Q: How do I place an order?
A: As we are an online business, we require all orders to be placed via our website
Q: Do I have to be a business to buy from Mega Retailer?
A: Nope! At Mega Retailer, our main aim is to supply you with your favourite brands at the best prices possible. Whether you are a business or just don’t want to go to the local supermarket, place an order with us and we will get your order delivered straight to your door.
Q: Do I have to have an account to buy from Mega Retailer?
A: Nope! We do advise customers to sign up so you are kept updated with our latest offers and Mega Deals along with exclusive discount codes, however we do provide the option of checking out as a guest.
Q: Do you have any physical stores?
A: Unfortunately, we do not have a physical store as we work out of a warehouse. We do offer free collections from our warehouse if this is something that is convenient for you however, we are not permitted to allow customers inside due to health and safety reasons.
Q: Do you have a minimum spend?
A: We do not have a minimum spend however we do charge a small order and processing fee which totals £2.98 if your order is below £20 (excluding delivery charge). This has been added after a business review and we noticed it was costing a lot more to get the small orders picked and processed.
Q: Do you have any short-dated stock?
A: Yes, we have a clearance section that shows our short-dated stock as well as items past their best before date at a fraction of the price.
Best Before dates are just a rough guide. There is no reason to throw away food that goes past its BBE date, as it is still perfectly safe to eat.
Q: Do you show the best before date for your products?
A: Yes, all of our products show the best before date next to each item with dates that have passed displayed in red. If you do attempt to add a product that is past it’s best before date, a box will pop up with a message advising you of this and asking you to confirm the purchase.
Q: How can I cancel my order?
A: Orders can be cancelled if they are flagged within 30 minutes of the order being placed (exception for orders after 5:30pm Friday to 9am Monday). We cannot always guarantee we can get the order cancelled in time before despatch. If we do manage to catch it in time, please note we may deduct a small fee that will not be refunded if the order has been picked and packed.
Payment
Q: What payment methods do you accept?
A: We have several payment options available so customers can choose a method that best suits them. We accept all major credit/debit cards, Google Pay/Apple Pay, PayPal and Klarna.
Q: Money has been taken out my account however I have had no order confirmation?
A: If the money has been taken out of your account, it is most likely the order has gone through however if the email address entered at checkout is incorrect, the confirmation email will not reach you.
Q: Where can I enter my discount code?
A: If you click ‘My Cart’ in the top right of the page, the mini-cart should be displayed. You can then click ‘View and Edit Cart’ which should take you to your shopping cart. On this page, you will see the option to ‘Apply Discount Code’ just below your shopping cart.
Shipping
Q: When will my order ship?
A: We do usually aim to get all deliveries out on the same day orders are placed. Express orders placed after 2pm on Friday are usually shipped on the Monday. Please note if we do receive a large number of orders, orders placed using our express service will be prioritised.
Q: What are your delivery charges?
A: We do have several different delivery options available. We offer a free click collect & service from our Rochdale depot. Our delivery charges are based on weight. Please see the following to get a better idea - Up to 50kg = £4.99, 50kg – 250kg = £9.99, Over 250kg = £19.99. The weight is calculated at checkout and the available delivery option is made visible. We offer an express delivery service (1-3 working days) for £6.99 however this is only available for orders up to 50kg.
Q: Do you ship orders internationally?
A: Unfortunately, we cannot ship out of the UK at the moment however we will explore other options as/when they become available.
Q: I have just placed an order for a collection, when can I collect?
A: Your collection order is usually ready the next working day if there are no issues and you will be notified via email when the order is ready to collect. Instructions are sent to the email address on the order to ensure the collection process is as smooth and quick as possible. We have dedicated areas for you to wait and the team then bring your order out and even load it into your vehicle. Please note if you do arrive prior to receiving the collection email or do not wait in the designated area, you may be turned away and asked to come back later.
Please note, due to health and safety reasons we are unable to permit customers to go beyond the designated spaces & into the rear yard, this area gets very busy with HGV and fork-lift trucks.
Returns & Refunds
Q: Can I return my order?
A: If you change your mind and want to return an item, as long as the item is unopened and undamaged within 14 days of receiving your order, you can return back to us at Unit 6b, Scotts Industrial Park, Fishwick Street, Rochdale, OL16 5NA. You will need to cover the cost of the return.
Please note it is your responsibility to ensure the item is well packaged to send back as if it is damaged in transit, we may deduct this from your refund. You will also only be refunded for the item and not the delivery fee or small order fee (if applicable). You may also need to keep proof of postage in case there are any issues with the item on the way back to us. Once received we will arrange a replacement or refund (subject to our terms and conditions).
Q: My item arrived damaged/ I am missing items, can I get a refund/replacement?
A: Here at Mega Retailer, we will never leave our customers out of pocket if things have gone wrong on our side. While we try our best to get your order to your in one piece, there can be the odd occasion the parcel has been damaged in transit or incorrectly picked by our warehouse team.
If your order arrives damaged or is incorrect, please get in contact with us ASAP at [email protected] . We have processes in place for situations like this so we can come to a quick and efficient solution.
We can only refund/replace breakages which are reported to us within 24 hours of receiving the order. We do require photographic evidence so please do have this ready so our customer care team can advise further.
Q: Has my return been processed?
A: Please contact [email protected] and our customer care team will be more than happy to advise the status of your return. Returns are dealt with on a case by case basis, so please do reach out to us if there are any issues.
Q: How long till I get my refund?
A: Refunds do depend on the payment method used at checkout. Debit/ Credit card payments usually pop back into your account within 10 working days (depending on the bank), PayPal refunds usually show back in your account within 48 hours and Klarna refunds are usually instant and should show in your account once processed on our side.
Please note we can only refund back to the card/payment method used when checking out and will not under any circumstances refund a different card to the one that was used to place the order.