Frequently Asked Questions
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Why must I add my card details again?
At APPY SHOP we take card payment security very seriously, this is why you may need to re-register your card payment details next time you checkout.
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Why have online card payments changed?
New Card Payment rules came into force on the 14th March 2022, to make online payments more secure for you.
This means most online payments in Europe will now require Strong Customer Authentication (SCA) when processing your payment, and you may need to enter a code sent to your mobile phone or authorise the payment on your banking app when you checkout.
There are a couple of things you need to do.
Check that your account details are correct. Do we have your correct name, billing address, email, phone/mobile number and postcode? Does this match the details your bank/card issuer have associated with the card you are using?
How to check your current details.
Log in to your account and click on ‘My Account’ at the top of the screen. This will take you to the ‘My Details’ page. Update any details that are not correct, then click on ‘Update Account’ at the bottom of the screen.
Next click on ‘My Address Book’, update any Billing Address details that are not correct and click on ‘Update Address’ at the bottom of the screen. -
Can I add items to an existing order?
You can keep adding items to your order online whenever the Edit button is displayed. After this time, you can contact the store directly to request additional items on your order.
Go to the ‘My Account’ section at the top of the page and select ‘My Orders’ listed under the ‘Account Menu’, where you’ll find your order history.
Under ‘Pending Orders:’ find the order you wish to add items to, then click on the corresponding ‘View’ button. The details of the order will display, along with the option to edit your order, if available.
Click on the ‘Edit’ button at the bottom of the order and select Yes. You can now start searching and adding additional items.
When you have finished adding items please remember to confirm the order slot, checkout and pay for your goods again to ensure your order is updated with the store. Don’t worry, you will only be charged for your final updated order.
If the Order Status displays Picked, contact the store directly to add items to your order.
Please Be Aware: Once you start editing an order you must checkout the order again. The store will NOT process the order if you haven’t fully checked out. -
Can I reorder a previous order?
You can add items from a previous order to your basket for any store.
We’ll automatically match them against the store’s available products and add them to your basket, ready for you to checkout.
You can also add additional items, edit or remove items in your basket before checking out your order.
To start, select the store you wish to place the order with, by clicking on the APPY SHOP logo and using the search facility. This ensures we match the products against the store you are looking at.
Then go to the ‘My Account’ section at the top of the page and select ‘My Orders’ listed under the ‘Account Menu’, where you’ll find your order history.
Find the order you wish to add to your basket, this includes any order marked as Completed, Cancelled, Pending or Picked, then click on the corresponding ‘View’ button. The details of the order will display, along with the option to add.
Click on the green ‘Add All To Basket’ button at the bottom of the order, to match and add the products to your basket. You can now checkout, add or edit your items.
Please Be Aware: Stores selling on APPY SHOP are not obliged to sell the same product lines, and you can only add one previous order to a current basket. -
Do all stores offer Click & Collect as well as Delivery?
Each store may vary on the services they offer. We show this on the postcode search page.
The icons indicate the services available, a little van for Delivery Services and a shop for Click & Collect Services from the store, along with the following coloured text next to these icons.
Green - the service is available at the chosen store.
Orange - the store offers the service but within a limited mileage range.
Grey - the service is not available at the chosen store. -
What is a guide price?
When you order online, we show the total amount as a ‘Guide Price’ because of variables such as weighted items on loose fruit and vegetables or pre-packed items, along with any changes in store price and offer promotions or product substitutions, if accepted.
For example, loose fruit and veg, when charged by weight, depending on the ones picked the weight purchased and the weight picked is likely to differ, therefore the final price for the item could be higher or lower.
The same applies to pre-packed weighted items, these too could vary slightly in weight, therefore the final price for the item could be higher or lower.
Any new store price or offer promotions could change the final price of your basket, as these may trigger when the store ‘Picks’ and charges your order.
This means your final basket total could be higher or lower than the Guide Price shown on the original order you placed, as we only charge your payment card when the store has finished ‘Picking’ your order. -
Can I have more than one delivery address?
Yes - You can have several addresses attached to your account. You can give each address a name to help you easily identify them, e.g. Home, Work, etc.
To update your ‘Address Book’ log into your account and select the ‘My Account’ option.
Choose ‘My Address Book’ listed under the ‘Account Menu’. You will now see a list of current delivery addresses, including your billing address. Click on the ‘Add Address’ button to enter a new address.
You can also select your default delivery address or delete an old address from here. -
What happens if you don't have an item I've ordered?
If you choose not to accept substitutions on a product in your basket and the store cannot supply, then this item will be missing from your order.
This will show on your receipt when the transaction has completed, and the total you pay will differ from the ‘Guide Price’ quoted at the time of ordering.
If you choose to accept substitutions on a product in your basket and the store cannot supply, then the store may replace this item with a similar product.
This will show on your receipt when the transaction has completed, along with any difference in the price.
Please Be Aware: The total you pay could differ from the ‘Guide Price’ quoted at the time of ordering. -
Is there a minimum order value?
Each store chooses whether they have a minimum order value for the service they provide.
You can see this value within the store’s ‘Contact’ page.
If you have not met the minimum order value, when checking out your basket, a warning message with the value required will display.
Please Be Aware: The minimum order value may vary from store to store. -
How do I know what is on offer?
You can view all the offers available in your chosen store, by clicking on the purple ‘Offers’ button displayed above the Product Listing.
To view offers by category, click on the category required under the ‘Browse Shop’ panel, then change the ‘Display:’ criteria to ‘Offers First’. You can find this at either the top or bottom of the Products page.
We display the product’s Offer details in red below the green ‘Add’ button. Clicking on this will show you further information, including any offer dates and all the products associated with the offer.
E.g. An offer for ‘Any 5 Chocolate Bars for £1’ will display all the varieties of chocolate bars in the offer, along with any dates set. -
How do I update my account details?
To update your personal details, log into your account and select the ‘My Account’ option.
You will now see a list of information that you can view and update. Amend the details you want to change and click on the 'Update Account' button on-screen to save.
Please Be Aware: You cannot change a delivery address or home store when an order is already due. You must wait until the order has been delivered or you’ve collected it before updating these details. -
Can I change the items I have already put in my basket?
You can change the items in your basket by either hovering over the green ‘Basket’ button, which will display the last few items added or by clicking on the green ‘Basket’ button to bring up the full basket on screen.
You can then alter the quantity of an item by either typing in a new value and pressing enter or using the + or - buttons.
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What is Minimum Unit Pricing?
Minimum Unit Pricing sets a price point below which retailers in Scotland and Wales cannot legally sell a unit of alcohol. The Scottish and Welsh Governments have implemented this to help reduce alcohol consumption, and its related harm.
This means the price of some alcoholic beverages in Scotland and Wales appear higher than elsewhere in the UK because Scottish and Welsh retailers must price alcoholic beverages above the Minimum Unit threshold. -
Do I have to have carrier bags?
If your chosen store offer carrier bags as an option, this will display below your order details under the heading Carrier Bags, when confirming and paying for your order. Here you can select to use carrier bags.
The Carrier Bags heading will not appear, if the store doesn’t offer them as an option. -
I've forgotten my password?
You can reset your password from the ‘Account Login’ page by clicking on the green ‘I’ve forgotten my password’ wording.
Then on the 'Reset Your Password' page, enter your email address and click on the green ‘RESET PASSWORD’ button.
We will then email you a link to reset your password.
When you check your emails, look for one from APPY SHOP.
Remember: If you can’t see an email from us, try checking your Junk Email folder. -
How do I cut down on the number of emails?
To change your marketing preferences and unsubscribe from emails, log into your account on the website and select the ‘My Account’ option.
Under ‘My Details’ look for the ‘Marketing’ section and click on the boxes to add or remove any of the options listed, then click on the green ‘Update Account’ button to change your settings.
Please Be Aware: You will still receive emails from APPY SHOP when you place or update an order. -
What if I need to close my account?
To close your account, you will need to log into your account on the website and select the ‘My Account’ option. Under ‘My Details’ look for the ‘Close Account’ section then click on the red 'Close Account' button. The screen will display a ‘Confirm Closure’ message, asking you to confirm you wish to close your account.
Please Be Aware: We cannot reverse this process and you will lose your order history. If you wish to shop again with APPY SHOP, you would need to create a new account. -
What if I need to cancel my order?
You can cancel your order online up until the store starts ‘Picking’ your order. After this time, you must contact the store directly to arrange cancellation.
To start, select the store you placed the order with, by clicking on the APPY SHOP logo and using the search facility.
Then go to the ‘My Account’ section at the top of the page and select ‘My Orders’ listed under the ‘Account Menu’, where you’ll find your order history.
Under ‘Pending Orders:’ find the order you wish to cancel, check the Order Status is New or Pending, then click on the corresponding ‘View’ button. The details of the order will display, along with the option to cancel your order.
Click on the red ‘Cancel’ button at the bottom of the order, then confirm you wish to cancel the order.
If the Order Status displays Picking or Picked, contact the store directly to cancel your order.
Please Be Aware: Once you have cancelled an order, you cannot reverse the process. -
How do I set up my password?
When setting up a password, choose one that will be rated as Strong.
To achieve this, ensure it’s a minimum of 8 characters long and includes at least one each of the following:
- Upper case letter
- Lower case letter
- Number
- Special character e.g. &, @, £, $, !
Remember to make a note of your password for future use or follow your device’s instructions to save it.
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What is the Service Fee for?
To enable a store to offer you a Home Delivery and/or Click & Collect service, lots of things happen behind the scenes, from the various providers who supply the nutritional information and images used, to the teams of people who build and maintain the website to make APPY SHOP service possible.
Therefore, each individual store may choose to offset these costs by adding a Service Fee to your transaction.
Please Be Aware: The Service Fee, if charged, may vary from store to store. -
How much is the Service Fee?
Each store chooses whether they charge a Service Fee.
If the store charges a Service Fee, we show it at the top of the screen next to the Green Basket icon as you shop, when you checkout and on the order confirmation email you receive.
Please Be Aware: The Service Fee rate may vary from store to store. -
What is the Delivery Charge for?
The Delivery Charge covers the cost of the store’s staff who handpick and pack your order according to your instructions, the driver who brings your order directly to your door, the delivery vehicle’s maintenance and fuel costs.
So they can make sure they supply and deliver your chosen goods to you in the best possible condition. -
How much is the Delivery Charge?
Delivery Charges vary from store to store, depending on the time of day and the day of the week you require. These are displayed when booking a slot, at checkout and on the order confirmation email you receive.
The ‘Book Time Slot’ page displays all the time slots available and any charges that apply.
An X in a slot shows the slot is unavailable for booking.
A Value in a slot shows the slot is available for booking and the cost you will pay for that slot. -
What is the Click & Collect Charge for?
The Click & Collect Charge covers the cost of the store’s staff who handpick and pack your order according to your instructions.
So they can make sure they supply your chosen goods to you in the best possible condition when you collect. -
How much is the Click & Collect Charge?
Click & Collect Charges vary from store to store, depending on the time of day and the day of the week you require. These are displayed when booking a slot, at checkout and on the order confirmation email you receive.
The ‘Book Time Slot’ page displays all the time slots available and any charges that apply.
An X in a slot shows the slot is unavailable for booking.
A Value in a slot shows the slot is available for booking and the cost you will pay for that slot.