FAQs

When will my delivery arrive?

Your orders will be delivered on a Thursday.

If you order before midnight Tuesday, your order will arrive in the same week. Otherwise, we will deliver it the following Thursday.

We will let you know a rough delivery window the day before, and give you a one-hour window on the day, either via text message or WhatsApp.

If you're not going to be in, we'll do our best to rearrange.

How do I cancel a subscription?

We make it really easy - either send us a WhatsApp message, send us an email, or log in to your online account and select cancel.

As long as you do so by midday Monday, we will make sure no new subscription orders are created.

Can I pre-order for a future week?

Yes, when you're in your trolley, select a future date from the dropdown before clicking "Check Out".

Do I need to answer the door for my delivery?

If your order is alcohol-free - no

Let us know your safe place during checkout and we'll leave it there. Or if not, we'll leave with a neighbour.

We'll try and send you a photo showing where we've left your item.

If your order contains alcohol - yes

We operate a Challenge 25 policy, so we'll need to either check you look over 25, or check your ID.

What areas do you deliver to?

  • SE5 - Camberwell & Denmark Hill
  • SE15 - Peckham and Nunhead
  • SE21 - Dulwich Village & West Dulwich
  • SE22 - East Dulwich & Loughborough Junction
  • SE23 - Forest Hill & Honor Oak Park
  • SE24 - Herne Hill & Tulse Hill

If you live on the border of any of these areas, get in touch - we may be able to whitelist your postcode.

When will you deliver to my area?

We're planning to gradually expand our delivery zone across South London, and launch our service in other urban locations in the UK.

Sign up to receive updates as and when we reach your area:

Get notified when we launch in your postcode

 

Subscribers: how do I add a product to my next delivery?

We're trying to make this process easier, but for now you'll need to do the following.

    Visit subship.co.uk and click on a product you'd like to order.

    If you'd like it to arrive with your next delivery, you've got two options:

      If you'd only like to add it as a one-off, select "Add to next delivery only", and "Add to Trolley" - repeat for any other products, then check out.
        If you'd like to subscribe to the product, select Subscribe, then:
          1. If you'd like to receive it at the same frequency as your usual order, select "Add to previous order"
          2. If you'd like to choose a different frequency, select the Order Frequency and select "Add to Trolley" - repeat for any other products, then check out.

            If you have any problems with ordering or adding, please give us a call (number in footer) and we'll be happy to walk you through the process or do it for you.

            How do I remove something from my regular order?

            1. Visit https://subship.co.uk/account (make sure to login using your normal account details)
            2. Click Manage Weekly Orders
            3. Click View Details to expand your order.
            4. Click Products in your subscription > to remove a product from every future delivery.
            5. Click Manage your upcoming order >, find the relevant date, then click Edit quantity to remove a product from a specific quantity.

            If you still struggle, get in contact using the links at the very bottom of this page, and we'll be able to make manual edits.

            How do I skip a delivery without cancelling my subscription?

            You might need to skip a delivery because you'll be on holiday, or because you you've got enough toilet paper, wine, and beer.

            If that's the case, here's how to skip a delivery:

            1. Visit https://subship.co.uk/account (make sure to login using your normal account details)
            2. Click Manage Weekly Orders
            3. Click View Details to expand your order
            4. Click Manage your upcoming order >, find the relevant date(s), then click Skip Order to stop any orders that particular week.

            What steps are you taking to reduce the risk of COVID-19?

            We've outlined the many steps we've taken in our COVID-19 policy.

            What's more, we're very careful to make sure suppliers we work with have policies in place to protect their staff and customers too. Please let us know if you'd like more detail on any individual policies of our suppliers.

            Who will deliver my order?

            We do all of our own deliveries. Your order will be delivered to you by our local and knowledgeable Subship driver via a zero emission vehicle, whether EV or bike. Do let the driver know if you have any questions or suggestions about the products or services we offer, or you'd like us to offer.

            What is your refund policy?

            If anything isn't right with an item, we have a 28-day return policy, which means you have 28 days after receiving your item to request a return. To start a return, either tell the driver on the doorstep or contact Tom (tom@subship.co.uk).