Frequently Asked Questions

How do I create an account or log in?

At the top of the page there is a Log In or Create an Account link - click on the relevant link which will take you to the required page.

How do I search for a product?

You can search for a product in two ways:

• In the search bar at the top of the page, enter the product name or brand name and the then press the search icon and the results will be displayed below.
• Use the menus to navigate to the category that you would like to view.  You can then use the filters on the left hand side of the page to narrow down your results.

How can I find out if the product is suitable for my dietary requirements?

All of our products have icons which will show whether the product is suitable for vegetarians, suitable for vegans, dairy free or gluten free etc.  Please look out for these symbols against each product.

You can also use the filters on the left hand side of the page to only show results meeting the required criteria.

How do I add products to my basket?

You can add products to your basket in two ways:

• When searching for a product click on the Add to Basket button located underneath the price of each product.
• Click into the product to view full details.  The Add to Basket button is located to the right of the main image and you can also amend your quantity here.

How do promotions work?

Any promotions will be highlighted against the product listing.  Please ensure that you review the dates that the promotion is valid from and to.  The promotional price will be based on the date that you collect your order, not the date that you place the order.

What is the minimum order value?

There is a £20.00 minimum order value for each order placed.

How do I pay for my order?

When checking out, you will be asked to input card details and the transaction will be authorised by your card provider.  At the stage that your order has been processed in store, the total balance will be taken from the card inputted at the time that you placed your order.

How do I use a promo or discount code?

Promo codes are issued by Booths from time to time and should be entered on the shopping basket page.  Click on the Apply Discount Code and enter the code exactly as it appears in our marketing communications.  Then click on Apply Discount.

What happens if my card declines?

Should your card decline at the point of placing your order, our card service provider Worldpay will inform you of this at the point of placing your order and you should check that all information inputted is correct or use an alternative card.

Should your card decline on the day of collection when we attempt to take full payment for your order, our store colleague will call you prior to collection to let you know and will arrange to take telephone payment from you using an alternative card or arrange for you to pay for the order by card or in cash when you come in store to collect.

Will I get any order confirmation?

Once your order has been placed we will email an order confirmation to you showing the items ordered, collection details and estimated order total.  Once your order has been processed in store on the day of collection, we will email an order acceptance to you which will detail any missing items, substituted products and the final order total.

Why am I shown an Estimated Order Total?

The prices on our Website are for guidance only. The Website only indicates prices for the products on that day. The actual and final price of the order will be determined and confirmed on the date of collection once your order has been picked by us. The Website displays details of any promotions and how long they apply. If you order a product which has a promotion, the promotion (and any reduction in price) will only apply if it is still valid on the day you collect your order. If the promotion has expired before the date of collection you will be charged the RRP for that product.

Where can I find my order details?

Log into your account and click on the My Orders section.  Here you can view any past or pending orders.

How can I amend my order?

You can amend your order up until 9pm the night before collection.  Please log into your account and click on the My Orders section.  Please ensure that your order status is Amendable - this may take a few minutes after you place the order.  Click on the Amend Order section.

Your shopping basket will appear and you can then amend quantities and add and remove products from your order.  Once you have completed your amendments, go to the basket page and click on the Finish Amendment icon

You will then be asked to confirm or change your collection details.  Once amended you will receive a new email to advise you of the order.

How can I cancel my order?

Log into your account and click on the My Orders section.  Here you can view any future orders.  Click on Cancel Order and a confirmation box will appear.  If you would like to cancel the order click on Yes and the order will be cancelled.

How do I know that you have received my order?

Once your order has been placed, you will see an order confirmation page detailing the collection details, the products on your order and the estimated order total.  You will also receive a copy of this to the email that you have registered against your account.

How will my order be packed?

Your order will be packed into paper Booths bags which can be recycled.  Please note that we are not able to offer plastic carrier bags as an alternative.

Where should I go to collect my order?

Your email confirmation will specify where you should go to collect your order.

If you have chosen a carpark collection please park in the carpark and call the number on your confirmation email.  One of our colleagues will bring the order to you.

If you have chosen to collect in store please go to the kiosk and one of our colleagues will arrange for your order to be brought to you.

How long is my slot reserved for?

Once a collection slot has been selected, the slot will be reserved for 2 hours.  If you are completing your order after this point you will be asked to reselect the collection slot.

How can I update my account?

To update your account, log in using your email address and password.  Then click on the My Account link on the left hand side of the page.

How do I reset my password?

If you do have any issues with your password, click on the Log In link and then use the Forgotten your password link.  An email will be sent to you to reset your password.  Please check your spam or junk folders if you do not receive the email.

Can I reorder a previous shop?

You can reorder a previous shop by going to My Orders.  Find the order that you would like to replicate and click on the Reorder section.  This will fill your basket with the items from the previous order and you can then remove or add items accordingly.

How do I opt in and out of receiving substitutions in my order?

When creating an account please select "No" in the Allow Substitutions section if you would not like any products on your order to be substituted.  If you would like substitutions, please select "Yes".  Our store colleagues will then substitute any items for a similar product if available.  To update your preferences, please log in and go to My Account.  Select Edit on the Contact Information section and select Yes or No in the Allow Substitutions section.

How can I make sure that I am receiving my Booths card rewards for my online shop?

When creating or updating your account, please enter your Booths card number in the relevant section - the Booths card number can be found on the back of your card.

How do I add a product to my Wish List?

Click into the product that you would like to add and then click on the heart symbol to add the product to your wishlist.

How do I view my Wish List?

Go to the My Account section and click on My Wish List.  This will display all of the products in your Wish list and you can then either add each item or click on Add All to Basket to add all of the items in your Wish List.

Why is the in-store full range not on the website?

We are working hard to list as many lines as possible and we currently have over 5000 products listed.  If there are any products that you would like to be included in our online range, please let us know by contacting our customer care team at webfeedback@booths.co.uk 

I have physical gift vouchers, card reward vouchers or coupons - can I use these online?

Unfortunately, we are not able to accept physical gift vouchers, Booths card reward vouchers or coupons online.

We do issue voucher/discount codes from time to time and these can be redeemed on the shopping basket page.

Why have I not been charged for a product at the promotional price?

The prices on our Website are for guidance only. The Website only indicates prices for the products on that day. The actual and final price of the order will be determined and confirmed on the date of collection once your order has been picked by us. The Website displays details of any promotions and how long they apply. If you order a product which has a promotion, the promotion (and any reduction in price) will only apply if it is still valid on the day you collect your order. If the promotion has expired before the date of collection you will be charged the RRP for that product.

There are products missing from my order that I have not been notified of - what should I do?

Should there be products missing from your order, please contact our customer care team at webfeedback@booths.co.uk or by calling 0370 774 9506.  Please ensure that you confirm your name, order number and collection store so that we can easily identify your order.

There are products in my order which are damaged or faulty - what should I do?

Should you be unhappy with any of the products in your order, please contact our customer care team at webfeedback@booths.co.uk or by calling 0370 774 9506.  Please ensure that you confirm your name, order number and collection store so that we can easily identify your order.

What is the charge for the click and collect service?

We add a £4.00 collection charge to all click and collect orders.  This cost will include the cost of any paper bags used to pack your order.

Is there an app that I can use to place my order?

Unfortunately we do not currently have an app available.

Can I order products from the Food to Order website at the same time as my everyday click and collect order?

Orders for Food to Order cannot be placed on the same order as an everyday click and collect order.  Products required from orders.booths.co.uk should be ordered seperately.

Do you offer a home delivery service?

We currently do not offer a home delivery service. 

We have a range of Booths brand products available for home delivery to certain areas on Amazon Fresh. 

How do I opt in and out of marketing communications?

When setting up your account please tick the box to opt into receive communications from us.  If you would like to change your preference once your account is created please log in to your account go to My Account and click on the Edit section under Newsletters.  You can then change your preference accordingly.

Where can I get further help and advice?

 Please call our customer care team on 0370 774 9506 or email webfeedback@booths.co.uk and we will gladly assist you.