Frequently Asked Questions

(Le Supermarche : 35 Craven Road, Bayswater, London W2 3BX)

We deliver all London orders to your home but if it makes it easier for you, you are more than welcome to collect your order from our shop.

Upon completion of your order, a member of our team will contact you the evening before the delivery day by e-mail to give you a 2 hour time slot.

We have a shop you can visit in Bayswater. The shop address is the following: Le Supermarche, 35 Craven Road, Bayswater, London W2 3BX. We are opened from 8am until 10pm every day/ 7 days 

Request a retailer account on our website to see our wholesale prices.

Please send us an email with a delivery change request to [email protected]. Our team will offer you a different day and time for your delivery. We will not be held responsible for all chilled products in the event of a change of delivery day. Please notify us 48hrs before if you wish to change the delivery and no charges will be applied.

If you are unable to be present on the day of the indicated delivery, let us know a date that would suit you and will we do our best to deliver on your selected date.

We only accept payments in £ Sterling or € Euros

- All London Postal codes have 3 payment options for your shopping:

Online Secure payment using Sagepay, Cash on delivery (we only accept £ Sterling or € Euros) Or Payment over the phone, using all major debit and credit cards.

For any cheques that bounce, you will be eligible to pay a £20 fee.Under no circumstances should you provide any debit or credit card details on this web-site.

- For all addresses outside London, the payment methods are via our secure online payment system (Sagepay) or by phone.

The total indicated on the shopping basket will be a close approximate because some of the products may have slight variations depending on market prices of the day in France. This applies especially to fruit and vegetables, poultry, fish as they vary a lot accordingly to the seasons . Should the price will be higher than the website indicated originally, we will notify by email about the price increase.

If you would like to know the exact amount beforehand, the day before your delivery we provide a service indicating the exact price of the invoice either by e-mail, please let us know.

For all orders below £50.00 there will be a charge of £7.50.

For all orders above £50.00 there will be no delivery charge. 

All orders outside London:
We deliver anywhere within the UK including all chilled products. It takes 3-5 working days to deliver any parcels outside London postcodes. All parcels are delivered by different couriers. You will be notified by DPD/Hermes about the exact delivery time by text message or email. Please note for some heavy products like water, we would be able to fit only 26L in one parcel ( max weight 30kg for one box), should you wish to order more, there would be additional charge £8.90 for each parcel to cover the cost of sending it by DPD. We are also unable to send any fresh bakery items e.g. tarts, croissants etc as we cant guarantee the freshness on the arrival. Whilst we are trying our best to source all products for you, occasionally we would have no option but to substitute the products to ensure your order can be fulfilled to the best of our ability, therefore we will automatically assume that we can substitute the products, unless you tell us otherwise by email [email protected] at the point of ordering or you could untick the product substitution option for any products in the basket when you will be checking out. Please note due to the perishable nature of the products, we are unable to offer a refund for any substituted items for any parcels. We will send you a final invoice with option to inform us about unwanted substitutions 48 hours before the delivery.

Business customers : please enquire.

Please email us at [email protected] and inform us of any changes you which to make 48 hours after the order was placed.

You have got the possibility to cancel your order 48 hours after your order has been placed. E-mail us at [email protected] 

Please on the right hand side of the homepage and insert your postcode in the box provided which will indicate which day your delivery will be scheduled for.

Please use the contact menu and fill in the form provided. We will do our best to meet your request.

We deliver anywhere within the UK including all chilled products. It takes 3-5 days to deliver any parcels outside London postcodes. All parcels are delivered by DPD. You will be notified by DPD/ Hermes about the exact delivery time by text message or email. Please note for some heavy products like water, we would be able to fit only 26 L in one parcel ( max weight 30kg for one box), should you wish to order more, there would be additional charge £8.90 for each parcel to cover the cost of sending it by DPD. We are also unable to send any fresh bakery items e.g. tarts, croissants etc as we cant guarantee the freshness on the arrival. Whilst we are trying our best to source all products for you, occasionally we would have no option but to substitute the products to ensure your order can be fulfilled to the best of our ability, therefore we will automatically assume that we can substitute the products, unless you tell us otherwise by email [email protected] at the point of ordering, untick the box for substitutions for nay products or you could state no product substitutions in the comment box when you will be placing the order online. Please note due to the perishable nature of the products, we are unable to offer a refund for any substituted items for any parcels.

For all other Postal Codes outside London but within the United Kingdom (excluding Northern Ireland / Highlands and British Islands), deliveries are eligible for our courier service at an additional cost*.

UK mainland deliveries by courrier*:

• £0.00 to £70.00 basket = £8.90
• £70.00 and above = FREE SHIPPING

We deliver anywhere within the UK including all chilled products. It takes 7 days to deliver any parcels outside London postcodes. All parcels are delivered by DPD/Hermes. You will be notified by DPD about the exact delivery time by text message or email. Please note for some heavy products like water, we would be able to fit only 26L in one parcel ( max weight 30kg for one box), should you wish to order more, there would be additional charge £8.90 for each parcel to cover the cost of sending it by DPD. We are also unable to send any fresh bakery items e.g. tarts, croissants etc as we cant guarantee the freshness on the arrival. Whilst we are trying our best to source all products for you, occasionally we would have no option but to substitute the products to ensure your order can be fulfilled to the best of our ability, therefore we will automatically assume that we can substitute the products, unless you tell us otherwise by email [email protected] at the point of ordering, untick the box for any substitutions in the basket or you could state no product substitutions in the comment box when you will be placing the order online. Please note due to the perishable nature of the products, we are unable to offer a refund for any substituted items for any parcels.

Highlands / Islands deliveries by courier* : (due to the extended delivery time, chilled items can not be shipped to these destinations)

• £0.00 to £50.00 basket = £20.00
• £50.00 to £100.00 basket = £15.00
• £100.00 to £150.00 basket = £10.00
• £150.00 or more = FREE SHIPPING

These shipping prices are for indication only and may vary subject to the type of product you order (ie:weight and/or size). For orders up to £70.00, please note that you will only be charged what the parcel cost us which is £8.90.

All orders outside London:
We deliver anywhere within the UK. All products including chilled can be delivered within the UK. It takes 3-5 working days to deliver any parcels to be delivered outside London. All parcels delivered by DPD. We deliver anywhere within the UK including all chilled products. You will be notified by DPD about the exact delivery time by text message or email. Please note for some heavy products like water , we would be able to fit only 26 L in one parcel ( max weight 30kg for one box incl. packaging), should you wish to order more, there would be additional charge £8.90 for each parcel to cover the cost of sending it by DPD. We are also unable to send any fresh bakery items e.g. tarts, croissants etc as we cant guarantee the freshness on the arrival. Whilst we are trying our best to get the best possible product availability, occasionally we would have no option but to substitute the products to ensure your order can be fulfilled to best of our ability, therefore we will automatically assume that we can substitute the products, unless you tell us otherwise by email [email protected] at the point of ordering or you could state no product substitutions in the comment box when you will be placing the order online. Please note due to the perishable nature of the products, we are unable to offer a refund for any substitutes items for any parcels.

EUROPEAN UNION Deliveries by courier* : (due to the extended delivery time, chilled items can not be shipped to these destinations).

Zone 1: Belgium, France, Germany, Luxembourg, Netherlands

• £0.00 to £60.00 basket = £35.00
• £60.00 to £100.00 basket = £30.00
• £100.00 to £150.00 basket = £28.90
• £150.00 or more = £27.90

Your order will be delivered between 3 to 8 working days.

Zone 2: Andorra, Austria, Corsica, Denmark, Finland, Italy, Monaco, Portugal, Spain, Sweden.

• £0.00 to £60.00 basket = £38.50
• £60.00 to £100.00 basket = £32.50
• £100.00 to £150.00 basket = £27.50
• £150.00 to £200.00 basket = £22.50
• £200.00 or more = £7.50

Your order will be delivered between 3 to 9 working days.

Zone 3: Bosnia & Herzegovina, Bulgaria, Croatia, Czech Republic, Estonia, Greece, Hungary, Italy (Sardinia/Sicily), Italy (San Marino), Latvia, Liechtenstein, Poland, Slovakia, Slovenia, Switzerland.

• £0.00 to £60.00 basket = £48.50
• £60.00 to £100.00 basket = £40.50
• £100.00 to £150.00 basket = £35.50
• £150.00 to £200.00 basket= £27.50
• £200.00 or more = £22.50

Your order will be delivered between 4 to 11 working days.

Zone 4: Balearics, Gibraltar, Lithuania, Madeira, Romania

• £0.00 to £60.00 basket = £65.50
• £60.00 to £100.00 basket = £57.50
• £100.00 to £150.00 basket = £52.50
• £150.00 to £200.00 basket = £47.50
• £200.00 or more = £42.50

Your order will be delivered between 5 to 12 working days.

If you wish to purchase some goods from us and be delivered outside the European union, please ask a member of our team and we will be more than happy to give you a quote.

*Business customer : please enquire.