Q: Do I need an account?

A: No, once you get to the checkout, you can checkout via guest.

Q: How do I login?

A: On the top right, of the shop.  There is a person image. Click on this and it will take you to the login page.

Q: I cannot log in to My Account

A: Have you tried forgot your password? Otherwise, try to create an account in case you haven't got an account set up already. If you need further help, please call 0141 255 0901.

Q: How do I order?

A: To place an order on our website, simply follow these steps:

1. Visit our website and browse through the products you'd like to purchase.
2. Click on the items you want and select the quantity, then click “Add to Basket”.
3. Once you're ready to check out, click on the basket icon (usually at the top right of the page) and select “Checkout”.
4. Follow the prompts to enter your delivery details and payment information.
5. Once everything is confirmed, you’ll receive an order confirmation by email.

If you’d prefer to order over the phone, that’s absolutely fine—however, we kindly ask that you fill your basket online first to ensure we have the correct quantity of products available. This will help make the process quicker and easier for both sides.

Q: How do I unsubscribe?

A: Open up the latest email you have received, scroll to the bottom of the email and click on the ‘click here to unsubscribe’ text.  If you cannot find this, forward the email you have received and ask to be taken off our mailing list along with the email address you want to unsubscribe with.

Q: I have forgotten my Password. Help!

A: Head over to the account section on our shop, click on Forgot your password?, under the password box.

Q: What is the minimum order value?

A: We don’t have a minimum order value, so you’re welcome to order as much or as little as you like. Please note that shipping fees are based on the total value of your order.

Q: Where do you deliver to?

A: We ship to the whole of the UK, Guernsey, Jersey and Isle of Man. Your location may have different delivery charges.

Q: Can I amend my order after it has been placed?

A: If you need to amend your order, please call us immediately on 0141 255 0901. If your order hasn’t been despatched, we will be able to amend however this may delay the shipping of your order. If we have despatched your order, we cannot amend your order. 

Q: What discounts do you have for fair traders and fair trade groups?

A: We do not do offer specific discounts to fair traders or fair trade groups, however, we do offer
the below discounts (exclusions apply, see below);

5% Case Discounts - Applies to products where a case is available.

5% off orders over £75

10% off orders over £200

The order value discounts will be applied automatically at checkout when you order online.  There is no need for you to do anything.

Q. Why is my free shipping not being applied?

A. Free shipping is calculated based on your order subtotal at checkout. If you qualify for the 5% discount, it may bring your total below the £75 threshold required for free shipping. In this case, standard shipping charges will apply.

Q: What is excluded from discounts?

A: 90kg Rice Challenge, bundle deals, non-food, gift cards and donations are excluded from discounts.

Q: What other offers or discounts do you have available?

A: You can view our all our offers by clicking here. To be one of the first to know about our offers, please sign up to our newsletters, which can be done at the bottom of this page.

Q: How do I use a Promotional Code or gift card?

A: You can use your promotional code or gift card at the checkout.  There is a box under the order summary with the following text: Gift card or discount code, click in the box and type in your code.

Q: Where do you ship to?

A: We ship to the whole of the UK, Guernsey, Jersey and Isle of Man. Your location may have different delivery charges.

Q: What are your delivery timescales?

A: We aim to ship your order within 5 working days.  Please note, delivery courier timescales will vary depending on delivery address.

Q: How much are your shipping
fees?

A: Mainland UK & Scottish Islands

Orders £74.99 and under will be charged £5.95

Orders over £75 will benefit from free shipping.

Northern Ireland, Guernsey, Jersey and Isle of Man

Order value between £0.00-£99.99 will be charged at £11.90

Order value between £100-299.99 will be charged at £17.85

Order values over £300.00 will be charged at £23.80

Q. Why is my free shipping not being applied?

A: Free shipping is calculated based on your order subtotal at checkout. If you qualify for the 5% discount, it may bring your total below the £75 threshold required for free shipping. In this case, standard shipping charges will apply.

Q: Can I collect my order?

A: Yes, you can. You can use the voucher code COLLECTION at the checkout. Once your order has been packed, we will email you to let you know and between us, we can organise a suitable collection date and time.

Q: What if I have not received my order?

A: If you haven’t received your order 10 working days after placing your order, please contact us.  Details can be found here.

Q: Do you accept returns?

A: We’re unfortunately unable to accept returns due to health and safety regulations. This helps us ensure all products remain safe, fresh, and high quality for every customer.

If there’s an issue with your order or something isn’t quite right, please don’t hesitate to get in touch—we’re always happy to help resolve any problems.

Q: What if my order is damaged?

A: Within 3 days of receipt
of your order, you will need to send images of the parcel (outer box) and any damaged items to info@trueorigin.org.uk. Along with details such as; damaged product, quantities, details of the damage and your order number.

Q: Do you do sale or return?

A: We don’t offer sale or return, as we work with food products and need to ensure all stock remains properly handled, stored and traceable.

Q: Where can I find product ingredients and nutritional values?

A: We are currently updating our online listings with both sets of information. These will be collapsable section of the product. Please note, we are still working our way through this. If there is a specific product you want the information, you can ask via the contact us section of our website.

Q: What is the shelf life on your products?

A: Our Best Before End dates are listed within the product page. If this information is missing from a product, please let us know.

Q: Are your products Vegetarian or Vegan?

A: For specific product details, please see the product listing.

Q: What are your opening hours?

A: We are open Monday – Friday 9am - 5pm.

Q: Are you open during public holidays?

A: We allow our staff to choose
whether they want to work during most public holidays.  We do close our warehouse between Christmas and New Year and will publish our festive opening hours on our homepage, click here, and on our social media channels.

Q: I am having trouble with your website! What can I do?

A: Please email info@trueorigin.org.uk with screenshots and an explanation of what isn’t working right.  This will be helpful to see exactly what is going on and how we can resolve the issue quickly.  You can also call 0141 255 0901, to report any issues.

Q: How can I stock your products in my shop?

A: Please email info@trueorigin.org.uk,
with the shop name and address and we will take it from there.

Q: What resources are available to support me in selling your products?

A: We have a range of marketing materials available from leaflets, posters, shelf talkers and more. Ask us for a marketing materials pack and we can send one over to you.

Q: How do I send feedback?

A: True Origin and our producers love to receive feedback.  This can be done by sending an email to info@trueorigin.org.uk, via our contact us section on our website, click here.  

To leave a review about the overall service, you can use Trustpilot by clicking here.