FAQ’s

Online Orders

How do I place an order?

All you need to do is select your desired product colour, size or feature and then click ‘Add to Basket’. If you wish, it is then possible to browse other items and add further items to your basket. Once you have selected all of the products that you would like to purchase, please click on ‘Checkout’ in the top right-hand corner.

Can I cancel my order?

If your order hasn't been shipped yet then yes. We can’t offer cancellations if it’s already been shipped sorry.

What payment types do you accept?

shopping online with us is safe and secure. As you would expect, we take your security very seriously, you can be assured that your details will be safe with us. We accept all major credit cards including Mastercard, Visa & Maestro.

Gift Vouchers & Promotional Codes

How do I use a voucher code?

If you have a voucher, simply enter the code into the voucher/discount code box on the basket page and click 'Apply'

My promotional code isn’t working?

If you have a discount code that is not working, please be sure to check the following;

• You have copied & pasted the code from the original source to ensure it is 100% correct.
• The Terms & Conditions of the offer - some brands may be excluded, have specific dates etc
• If the offer requires a minimum spend - and if this has been achieved
• That the offer has not expired.

If you’ve checked the following and it's still not working just get in touch with the team.

Delivery

Do you deliver nationally?

Certain products on our website such as items under a certain weight and non-fresh are available for national delivery. For larger items & farm shop food local deliveries are available. Pop your postcode into too left search bar to find out if you qualify for this.

When will my item be delivered?

For national deliveries, we aim to ship within 2 working days unless you’ve paid for the next day. We aim to deliver local orders within 2 days.

Can I choose a delivery time slot?

Sorry, we currently don’t offer a scheduled delivery service.

Will I be notified when my order is on it’s way?

Yes after your order is placed, you should receive a confirmation email and receipt. Then another email once it’s been shipped.

Who will deliver my order?

If it’s national delivery it will be through Parcelforce, if it’s local it will be through an UpCountry team member.

Can I track my order?

Yes, for national deliveries. Parcelforce will send you a tracking number.

Do you offer next day delivery?

Yes on national deliveries. With local deliveries we aim to get them to you within 2 working days.

Click & Collect

Do you offer click & collect?

Yes we do! You can place orders that can be collected by yourself at one of our stores.

When is payment taken?

Payment is taken straight away.

How long until I can collect my item?

Depending on whether the item is currently in store, you can collect it on the day you order. You will be notified by email when your item is ready for collection.

Fresh Food

Can I get food delivered nationally?

We only offer national delivery on non refrigerated or non frozen items.

Can I cancel my food delivery?

We do not offer food order cancellations

I have an allergy, how do I know what your food contains?

We’d recommend speaking to a team member before if you’re unsure whether our food items contain allergens

Connecting with us

How can I speak to someone?

We’re always on hand to help. You can speak to our team every day between 9am-5pm. You can reach us by emailing us on admin@upcountrystorehouse. Phoning us or through our social channels.

Returns

How do I return an item?

All items must be returned by bringing them back to one of our stores, please get in contact if you need assistance with this..

Visiting Us

Are you open on public holidays?

We are open every day apart from Easter Sunday and Christmas Day

Bakehouse Kitchen

Can we book a table?

We currently do not offer reservations, just a first come first serve basis.

Are you dog friendly?

Yes we love our four-legged friends!

Covid19

What safety measures have been put in place?

• Perspex screens at tills
• Contactless payments
• Hand sanitisers
• Staff & customers wear masks at all times
• 2 metre distance policy