In order to provide the best possible customer experience, you must accept new orders as soon as possible. You can accept the order by clicking 'Accept Order' when viewing the order.
You must accept all orders within the timeframes allocated in your vendor partnerships agreement. Different orders have different acceptance times depending on when they need to be delivered to the customer. We have set these so that we can communicate effectively with the customer and arrange an alternative in the unlikely event you are able to fulfil the order.
Order acceptance times are as follows:
(a) Within 24 hours if the Order is received with more than 48 hours’ notice; or
(b) Within 2 hours if the Order is received with less than 24 hours’ notice; or
(c) Within 15 minutes if the Order is received on the same day that it is due for delivery.
If you are unable to accept an order you can request to decline the order on the orders page. For further queries, please contact our Customer Care Team here
- Customer Care operating hours: Mon-Fri 07:00-20:00, Saturday 07:30-15:00.