Frequently Asked Questions (FAQ)

1. Orders & Payments

Q1. Do I need an account to place an order?
No. You can check out as a guest or create an account for faster future orders.

 

Q2. What payment methods do you accept?
We accept:
• Credit and debit cards
• Shopify Payments
• PayPal
• Google Pay / Apple Pay (if enabled on your device)

 

Q3. Can I change or cancel my order?
Order changes or cancellations can only be made before dispatch.
Please email info@cnmart.co.uk as soon as possible.
Food orders cannot be cancelled once dispatched due to UK regulations on perishable goods.

 

2. Shipping & Delivery

Q4. When will my order be dispatched?
We process orders every weekday at 8:00am, Monday–Friday.
• Orders placed before 6:00am → dispatched same working day
• Orders placed after 6:00am, on weekends or on UK public holidays → next working day

 

Q5. How long does delivery take?
Most UK orders arrive within 2–3 working days after dispatch.

 

Q6. Which courier do you use?
We ship using Royal Mail Tracked services for reliable and secure delivery.

 

Q7. How can I track my order?
You will receive a tracking number and link once your order is dispatched.

 

Q8. My tracking shows “Delivered” but I didn’t receive anything.
Please check:
• neighbours
• safe places
• your local Royal Mail delivery office

If still unresolved:

1.    Contact Royal Mail using your tracking number;

2.    Then email us for further assistance.

 

Q9. What if I entered the wrong address?
Please email info@cnmart.co.uk immediately.
We process orders quickly, so address changes are not always possible.

If the parcel has already shipped:
• You may contact Royal Mail to request address updates (not guaranteed).
• If the parcel is returned to us, we can reship it once additional postage is paid.
• Perishable items cannot be refunded if returned due to an incorrect address.

 

3. Product Information

Q10. Are your products authentic?
Yes. All items come from reputable UK or European importers and manufacturers who comply with UK food and alcohol regulations.
Products are supplied in original manufacturer packaging with UK-compliant labelling.
We do not sell counterfeit or illicit goods.

 

Q11. Do your products have English labels and allergen information?
Yes. All products comply with UK food labelling rules.

 

Q12. What is the difference between Best Before and Use By?
• Best Before (BBD) = quality guideline (safe to consume after the date)
• Use By = safety limit (must not be consumed after the date)
We only sell items with Best Before dates, not Use By products.

 

Q13. Do you sell near or past Best Before products?
Yes.
These products appear under our Good to Go section at discounted prices and remain safe to consume according to UK food safety guidance.

 

4. Returns & Refunds

Q14. Can I return food items?
Food items are non-returnable unless:
• damaged on arrival
• incorrect item received
• item missing
• fault caused by us

Contact us within 7 days with photos.

 

Q15. Can I return unopened food items? (Goodwill)
We may accept returns within 14 days if:
• item is within its Best Before date
• packaging is completely unopened
• you contact us before returning

This is a goodwill option, not a legal obligation.

 

Q16. Who pays for the return shipping?
Customers pay return postage unless the issue was caused by our error.

 

Q17. How long do refunds take?
Within 3–5 working days after item inspection.

 

5. Good to Go / Short-Dated Items

Q18. Are Good to Go items safe to eat?
Yes.
They are sold past Best Before dates, which relate to quality, not safety.

 

Q19. Can Good to Go items be returned?
Only if:
• the item is faulty
• or not as described
They cannot be returned due to taste, date, or change of mind.

 

6. Alcohol (Age-Restricted)

Q20. Do I need ID to receive alcohol?
Yes. Deliveries follow the Challenge 25 age-verification rule.

 

Q21. Can alcohol be returned?
• Unopened alcohol → returnable within 14 days
• Opened alcohol → non-returnable

 

7. Wholesale

Q22. Do you offer wholesale or bulk ordering?
Yes. Please email info@cnmart.co.uk with your requirements.

 

8. Contact

Q23. How do I contact customer service?
📧 Email: info@cnmart.co.uk
Support hours: Monday–Friday, 9am–5pm (UK time)
We aim to reply within 1 working day.