FAQ- Frequently Asked Questions

These are a few 'Frequently Asked Questions' which we hope will help.  If you can't find the answers you are looking for, please email us on info@exoticEstore.com and we will try our best to help.

Why are the website prices different to the prices in your supermarkets?

Exotic Superstore Limited has prided itself with always offering competitive pricing in both the supermarkets and online. When determining the pricing for online products, the picking, checking, packing, packaging, and shipping process also need to be factored into the cost of the product.

Will I recieve my delivery on a bank holiday?

Unfortunetly UPS do not deliver on bank holidays or public holidays. Therefore no orders will be dispatched after 2.30pm, 2 days prior to the bank holidays. Orders will be dispatched on the next working day after the bank/public holiday.

There are some products which I can't see clearly when using a phone?

Although mobile friendly, it is reccomended that the store is accessed using a desktop or tablet. This is the best way to shop on Exotic E Store.

I have placed an order but need to add more items what can I do?

If the order has been placed for Click and Collect, please email us at info@exoticEstore.com with the order number and the items you would like to add to the order.

If the order was placed for delivery, please email us on info@exoticestore.com and we will try our best to accomodate your request. We will be unable to add items to your order if it is already in the picking process.

Can I collect my order from the Slough branch on Farnham Road?

At present, we are only offering a Click and Collect service from our Reading branch on Oxford Road.  The distance between the two branches is approx 35 minutes. 

When will my order arrive?

After you have a placed an order, you will receive an an order confirmation email, followed by a shipment confirmation email.  The shipment confirmation email will contain a tracking number which allows you to track your parcel. 

For further details please see the 'Collection and Delivery Policy

Please note the UPS delivers anytime from 7am - 5.30pm.

 

Why do you not have any fridge or freezer items available to buy online?

The delivery company we use (Parcelforce) does not have temperature controlled vehicles so we are unable to ship these items.

I cannot find the items I want. / The item I want is unavailable?

To get the website launched we have entered essential key items, but are regularly adding new products and stock as and when available.  We do recommend you re-visit the store to check if stock/product has been added.

In the current climate, we are receiving limited supplies of stocks and therefore some lines which you may have been able to buy in store are currently uavailable online.  

Where do I collect my order from?

We have a simple collection prcoess.  Please click here for more information.

How long will it take for my delivery to arrive?

Orders placed Monday to Thursday (before 2.30pm-inclusive) - the delivery will be dispatched for next day delivery.

Orders placed Thursday (after 2.30pm) to Sunday - the delivery will be dispatched on Monday for next day delivery.

Please note Bank Holidays so affect the above routine.

Orders palced over a bank holiday will be dispatched the next working day following the bank holiday.

Can I collect orders anyday of the week?

Our click and collect service is open from 12pm - 6pm, Monday to Saturday. We are closed on Sunday.

Can I collect my order the same day?

At present we cannot offer a same day collection service, but orders can be collected 12pm the following day (apart from Sunday).

How does my fruit and veg get packaged?

Fruit and Veg ordered alongside other groceries will be packed in a seperate box and placed inside the grocery parcel.  Fruit and Veg will be adequately packaged to ensure it is protected through shipping.

Why is your full fruit and veg range not available?

At present, only fruit and veg which can be delivered without comprimising quality has been selected to avoid disapointment.  We hope to increase our range in the near future.

Can I select a particular delivery time?

The delivery service we offer is UPS Standard and to keep delivery prices competitive, this is currently not available.

I have placed an order for delivery,  but I have changed my mind and want to collect it instead?  Can I get a refund on the delivery?

Please email us on info@exoticestore.com and we will try our best to accomodate your request.

Please note however due to the processes in place for order picking and shipment, we might not always be able to change from delivery to click and collect or vise versa.