FAQs
FAQs
1. General Store & Products
Q1: What types of products do you offer?
A1: We specialise in authentic African and Afro-Caribbean groceries, including rice (Jollof staples), beans, cassava/yam flours (fufu/pounded yam), palm oil, spices, seasonings (Maggi, Knorr), plantain chips, malt beverages, and more. We also carry fresh produce like plantains, peppers, and yams—depending on season and availability.
Q2: Where are your products sourced from?
A2: We source our items both locally and from trusted suppliers in Africa and the Caribbean, ensuring quality and authenticity. Our goal is to bring you the taste of home, whether you’re craving Jollof rice, suya spice, or freshly imported produce.
Q3: Do you sell frozen or chilled items?
A3: Yes, we do offer frozen and chilled products when possible (e.g. certain meats, fish, or ready meals). Check our site for details on which items require special cold packaging. We pack them with insulated materials or cold packs to ensure they arrive fresh.
2. Price Fluctuations & Availability
Q4: Why do some products (e.g., beans, plantain, peppers) fluctuate in price?
A4: Certain items experience market scarcity and seasonal availability. Due to factors like weather, import costs, or sourcing difficulties, prices may vary from time to time. We do our best to keep costs consistent, but these fluctuations help us maintain product quality and consistent supply.
Q5: How will I know if a product is unavailable or out of stock?
A5: Our website updates stock levels in real-time. If an item is out of stock, it will be clearly marked. In rare cases where stock runs out after you place an order, our customer service team will contact you with a suitable replacement option or offer you a store credit.
3. Ordering & Payment
Q6: Which payment methods do you accept?
A6: We accept major debit/credit cards, PayPal, and other secure payment gateways. The full list of accepted methods is visible at checkout.
Q7: Do I need to create an account to order?
A7: You can checkout as a guest, but creating an account offers benefits like faster checkout, access to our Loyalty & Rewards programme, and order history tracking.
Q8: Can I change or cancel my order after placing it?
A8: If you need to update or cancel, contact our customer support team as soon as possible—ideally within 1 hour of ordering. We’ll do our best to assist, but if your parcel has already shipped, changes or cancellations may not be possible.
4. Shipping & Delivery
Q9: Where do you deliver, and how much does it cost?
A9: We deliver across the UK and Ireland. Shipping costs vary by location and weight. Standard shipping for smaller parcels is often a flat rate (e.g., £7.99) up to a certain weight, and heavier or bulk orders may cost more. During checkout, you’ll see exact shipping fees based on your cart total.
Q10: Do you offer next-day delivery?
A10: Yes! We provide next-day delivery on weekdays for orders placed before 12:30 pm (Monday–Friday). Orders placed after 12:30 pm or on weekends/bank holidays will be processed the next business day.
Q11: What if I’m not home to receive the delivery?
A11: If you’re unavailable, most couriers will leave a delivery note or attempt a second delivery. Some customers arrange for a neighbour to sign or specify a safe place. We recommend tracking your parcel to ensure a smooth handover.
Q12: Do you ship chilled or frozen goods?
A12: Yes. For items requiring refrigeration, we use insulated packaging and ice packs so they arrive fresh. We recommend unpacking and storing these items in the fridge or freezer immediately upon receipt.
5. Loyalty & Rewards
Q13: How does the Loyalty & Rewards programme work?
A13: Our loyalty programme allows you to earn points with each purchase. You can also earn bonus points for referrals, social media shares, or special promotions. Accumulated points can be redeemed for monetary discounts, free items, and exclusive perks.
Q14: How do I redeem my points for rewards?
A14: Once you’ve reached a qualifying tier (e.g. 100 points = £1 off, 500 points = free shipping), you can log in to your account and convert points into a discount code or apply them at checkout, depending on our site’s current setup.
Q15: Will my points expire?
A15: Points are typically valid for 12 months from the date earned, though this can vary based on the promotion. We recommend using them regularly to enjoy maximum benefits.
6. Returns & Refunds
Q16: What is your return and refund policy?
A16: Due to the perishable nature of our products, we do not offer direct monetary refunds. Instead, we issue store credit vouchers for eligible returns. If you’ve received a damaged or incorrect item, contact our team within 24–48 hours with photos and order details for review.
Q17: Can I return perishable items?
A17: Perishables like fresh produce or frozen goods must be reported within 24 hours if they arrive damaged or spoiled. We may offer a replacement or store credit after assessing the situation.
Q18: What about non-perishable returns?
A18: Household goods, sealed beverage products, and other non-perishables may be returned unopened and in original condition within a certain time frame. Check our Return & Refund Policy page for specifics.
7. Bulk Orders & Events
Q19: Do you offer bulk or wholesale pricing?
A19: Yes, for large events or group orders over a certain amount (e.g., £300+), we offer a bulk discount. Email our support with your product list, and we’ll provide a tailored quote.
Q20: Can you cater to weddings, parties, or corporate events?
A20: Absolutely! We supply party packs, large quantities of rice, beans, seasonings, and more. Contact us at least 1–2 weeks in advance so we can ensure adequate stock and timely delivery.
8. Product Substitutions & Special Requests
Q21: What if the product I want is out of stock?
A21: If a product is unavailable after you place an order, we’ll contact you about a similar replacement or offer store credit. We do our best to keep the site updated, but occasional supply issues happen.
Q22: Can I request special cuts of meat or custom packaging?
A22: We’ll try to accommodate special requests if possible. Drop us an email or add notes in your order at checkout. We’ll confirm feasibility and costs if extra prep is needed.
9. Customer Service & Support
Q23: How do I contact customer service?
A23: You can email us at info@surulerefoods.com or use our live chat on the website. Our support hours are Monday–Friday, 9 am–5 pm (UK time), and we aim to respond within 24 hours.
Q24: I have a problem with my order. What do I do?
A24: If something’s not right—missing items, damage, or confusion—reach out to us immediately. Provide photos if items are damaged. We’ll investigate and resolve it as quickly as possible.
Q25: Do you have a newsletter or social channels I can follow?
A25: Yes! Sign up for our newsletter for exclusive deals, recipes, and product updates. Follow us on Facebook, X, Youtube and Instagram to see new arrivals and promotions.
10. Safety & Quality Assurance
Q26: Are your products safe, and do they meet local regulations?
A26: We follow strict food safety standards and partner with reputable importers. All products comply with UK/EU regulations (where applicable) for packaging, labeling, and shelf-life requirements.
Q27: How do I know if products contain allergens?
A27: Our product listings include ingredient details and allergen info if provided by the manufacturer. Always check the label upon arrival, and if you’re unsure or need more details, please contact us.
Q28: What if I find a product past its expiry date?
A28: We inspect all stock carefully. However, if an item arrives with a short or expired shelf life, please contact us immediately for a replacement or store credit.
11. Still Have Questions?
If you can’t find your question here, feel free to contact our support team. We’re always happy to help you enjoy a seamless shopping experience at SurulereFoods.com—your one-stop source for authentic Afro-Caribbean flavours.