Frequently Asked Questions
- How do I book a delivery day?
You're able to choose a delivery day at the checkout once you've chosen the products you'd like to buy.
- Can I book a timed delivery slot?
We’re offering timed delivery slots to all postcodes inside the M25. To start with we’re offering AM & PM slots which we will aim to refine further in the near future.
If your postcode is outside the M25 but still inside our delivery area then please select the all day option as we are unable to offer timed delivery outside the M25 at present, this is something we’re hoping to introduce soon.
- What time will my order be delivered?
On the day of delivery, your order will be delivered between 8am - 6pm.
- Can I add to my order after it's been placed?
Yes! We're pleased to say that you can now add to your order up to 15:30 the day before delivery. Send us an email to email@example.com with the items you'd like to add and the order number for the order we're adding to and we'll send you a link to make payment.
- Are you adding new products?
All the time. Our buyers are working to source new products everyday. If you've got any particular requests, we'd love to hear them, email us at firstname.lastname@example.org and our buyers will look into it.
- What days are you in my area?
If your postcode is included on our Delivery Area page, then we're in your area every day, Monday to Saturday.
- Can I collect my order?
Yes! Visit our Click & Collect website to place an order you'll be able to pick up from our warehouse: https://osolocal2ucollect.com/
- Can I cancel my order?
Yes, you can cancel but please give us at least three days notice so that we can reopen the delivery slot to someone else.
- Do you have a minimum order?
Our minimum order value if £25.00.
- What's the delivery charge?
Our delivery charge is £4.95.
- How do I redeem my discount code?
You can redeem a discount code on the checkout page once you have reviewed your order. Please note that only one discount code can be used per order.
- Can you collect the boxes next time you deliver?
In normal circumstances we would collect the boxes and try to reuse but right now we're not collecting any packaging.
- Do I need an account?
No, you don't need an account to place an order through the site. You can add to the basket and then checkout as a guest.
- Can I pay cash on delivery?
We don't accept cash on delivery, payments are taken through the website at the point of ordering.
- I haven't received an order confirmation.
Order confirmations are generated by the website and automatically emailed to you on checkout. Your order confirmation will come from email@example.com please check your Junk/Spam filters and add us to your contact list. Alternatively if you created an account with us, you can log in to see your order confirmation.
- I think I'm missing a box because one of the box labels is missing?
Your label might say 1 of 6 but you've only received 5 boxes. This is because we use one of the labels on our in house paperwork so that we can trace the order. We can see who packed the order, what time the order was packed and if an order is labelled incorrectly we can trace it. It's not a great system and causes a lot of confusion so we're in the process of changing this!
Loyalty schemes, discounts and gift vouchers
- Do you offer any benefits for returning customers?
Yes. If you shop with us regularly, sign up to our OsoSavings reward scheme to save on your weekly shop. Sign up to the scheme and you will receive 5 OsoSavings for every £1.20 you spend in store, and each OsoSaving is worth 1p. We’ll also gift you 500 bonus OsoSavings on your birthday (make sure you sign up at least 30 days before your big day!) and you’ll receive 5 OsoSavings if you share a post about Osolocal2u on Twitter or Facebook (this is limited to 20 shares per customer). You’ll be able to redeem your rewards once you reach 500 OsoSavings – that’s £5 off your shop! Find out more and sign up by clicking on the orange button in the bottom right-hand corner of your screen.
Please note, you cannot earn OsoSavings on the delivery charge, and you earn 5 OsoSavings on £1.20 rather than £1 as we are not able to offer you rewards against VAT.
- I would like to refer a friend. How do I do that?
You can tell your friends about Osolocal2u by clicking on the ‘Refer a friend’ button in the bottom right hand corner of the website. Your friend will receive a discount off their first online food order, and we’ll also send you a discount code to say thank you for spreading the word.
- I’ve received a discount code. How do I redeem it?
To redeem a discount code, enter the code on the checkout page. This is the screen that appears after you have reviewed your order. You can use one discount code per order.
- Can you collect the boxes that my order arrived in?
In normal circumstances, we would collect the boxes for recycling. This is not possible at the moment but we will start collecting packaging once the risk from COVID-19 has decreased.
- Can I browse my previous orders and repurchase specific products from my previous orders?
How convenient would it be if you could simply view all your previous purchases in one place and re-add them to your basket? Our latest feature - the 'Buy recent products again' button allows you to do just that! Use the feature in your account to make your online shopping more efficient.