Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
This will depend on your location, the size of your order, and the level of shipping you pay for. Please see here for more details on the countries we ship to.
Go to the Peexmart Account sign in page. Click Create account. Follow the steps on the screen to set up your account.
We do recommend that you register for a peexmart.com account in order to be able to place an order and to be in the know of our exclusive offers.
And even more importantly, it allows you to track your orders, view order history, reach out to our Customer Happiness team, and efficiently reorder something you might have previously enjoyed.
No worries, it happens to the best of us. Just go to the sign in page, click on “forgot password?” and enter your e-mail address. Then simply follow the instructions.
If you need to change any details on your order, please contact us as soon as possible and we will be very happy to make the change for you.
However, once your order has been dispatched, we are unable to change your delivery address.
It is very simple to track your order on peexmart.com. All you need to do is click the link provided in your order confirmation email. Or log in to your account, and click “Orders”. You will find a list of all your orders here.
Feel free to contact us if you any follow up questions on a specific order.
We do not do so by default. However, at the payment part of the checkout page, there is an option to save your card details to speed up future orders, should you wish to do so.
Please be aware that any saved card information is safely stored with the latest encryption technology and cannot be accessed by Peexmart or any of it team members.
Additionally, many web browsers provide the option to save your card details should you prefer to save your details across your devices.
Yes, totally. We prioritise safety in all our doings and you will be glad to know that your card details are not saved on our platform. Your payment details are safe with enhanced security provided by our payment processor, our cards services provider and the use of advanced encryption services (SSL).
We most likely do, as we pretty much ship worldwide. Please check here for shipping details for the countries we ship to.
Before purchasing, we recommend checking your country’s import tax and or duty charges. Peexmart cannot be held liable for any additional charges, taxes, or duties issued by your country’s import office.
Those charges are the sole responsibility of the importer (you). Import duty and taxes will be different from country to country and depend on the value of the goods you are receiving. We have no control over these charges and we are unable to lower the stated value of any goods we send out.
You can use this website to calculate these fees before you make purchases to give you an approximate amount of what the fees will be: Duties Calculator
Yes. we offer free shipping on qualifying orders. The terms and conditions for this are outlined in our Free Shipping Policy.
Yes, we will package your items in a single package, However, there are some circumstances where we may need to split your order to get it to you quicker. For instance, if it is too big to ship as a single package
To reconfirm, we try our best to ship your items in a single package.
On your Basket page, you will see individual shipping cost for each store. This is to show you what it would cost if you were ordering separately from each store. However, given you are combining your order, we also combine the shipping which saves you a lot of shipping cost. On the next page (Payment Page), you will only see one single combined shipping cost which is heavily discounted compared to what is on your basket page.
If something isn’t right, you’ve got options. On the Peexmart website, you can report:
- Missing items
- Incorrect items
- Damaged items
- Poor replacements
- Early/late orders
If an order never came, or you get someone else’s order, you can reach out to Peexmart’s Customer Happiness team.
Peexmart makes it easy to order from your favourite British stores, that you most likely do not have easy access to in your country.
We make it easy for you to shop for items from stores miles away from you, with a selection of several retailers and trusted local grocers across the United Kingdom.
Once your order is received, Peexmart will assign a personal shopper to pick the items you ordered from the shops your ordered from. Your personal shopper then delivers the items to the Peexmart hub, where our packing partners carefully and efficiently prepare and package your order together in a single box ready for shipping.
One of our delivery partners would usually pick your package up on the same day and take it to the depot, where it makes its way to you.
You can track your order’s progress and communicate with Peexmart Customer Happiness team every step of the way.
You don’t need a membership to order with Peexmart. In fact, you can even order on Peexmart from warehouse clubs, like Costco and Booker without a retailer membership.
To get started, create an account, select the products you want to buy or the store you want to shop, and place your order. New customers may be eligible for free delivery promotions.
Delivery: Fees start at £5.99. Delivery fees vary depending on the order size, delivery address, the carrier chosen, and the level of service selected.
Service fees: Service fees vary and are subject to change based on factors like location and the number and types of items in your basket. Orders containing alcohol have a separate service fee.
Yes. Our order process is designed to make it as fast and easy as possible to allow you to indulge in several British products from multiple stores and local producers at the same time. As such, you can buy various items in a single order process.
Yes. We want to make sure you are 100% happy with your order. That’s why we send you a proof of purchase once we receive your order, so you can have another look before your personal shopper shops go around stores to shop for your items. This is why we are able to allow you to amend or cancel within 24hrs of placing your order. After this, our trusted personal shoppers would have completed your order picking process.
lease note that certain products, classified as dangerous goods (such as aerosols), are subject to specific shipping restrictions and may incur additional costs. For detailed information, refer to our Dangerous Goods Shipping Policy.
To reduce our environmental impact, Peexmart reuses boxes from other brands. Your order might arrive in a box from a local brand for instance or any other brand. This practice helps us reduce waste and promote sustainability.
If an item in your order is unavailable, we may substitute it with a similar product. We’ll try to contact you for approval beforehand. If approved, the substitution is final and non-refundable. If we cannot reach you, we may substitute without prior notice but will offer to deliver the original item with your next purchase for free. For more information, please refer to our full Substitution Policy here.
If you need to swap an item
Returns and Exchanges
Given the nature of our products, being mostly groceries, and are therefore non-refundable for hygiene reasons, return items will only be accepted if the product is faulty.
If you wish to return your items, please contact our Customer Happiness team within 48hrs of your package being delivered. You will be able to return your items directly to us once approved. We ask that goods are returned to us by recorded delivery or courier so that you have proof of posting, just to ensure we receive your unwanted items safely. Please note that the items are your responsibility until they reach us.
If you receive a faulty product, please contact us within 24-48 hours of receiving your package. Immediate inspection is crucial, especially for groceries and perishable items. Provide your order number, a detailed description of the fault, and clear photos. If you expect to be unable to inspect your delivery within this time frame, notify us in advance. For more details, please refer to our Faulty Products Policy in our Terms and Conditions.
At certain times, we are unable to send all of the items that you have ordered, mainly due to them being out of stock at the time of picking your order. If this is the case, we will send you an email letting you know of any items that are missing from your order.
Please note that we will provide a full refund for any items that have not been sent.
If you have not received communication that an item was not available and not received your full refund after 10 working days, then please contact our Customer Happiness team.
The health and safety of our community is our priority. We are excited to offer contactless delivery through our Leave at My Door delivery feature.
Leave at My Door delivery gives you the flexibility to have your groceries and essentials delivered without having to come to the door or be at home.
You can leave delivery instructions for your order at checkout, and we’ll note it when delivering to you.
Leave at My Door is now the default setting for all Peexmart deliveries. If you’d prefer to not use this feature, feel free to let us know.
Customers who order alcohol, medicinal, or certain high-value items may need to show ID upon delivery. We ask customers to be prepared for this to avoid a failed delivery.
For any questions you have about your order, please contact Peexmart Customer Happiness team by clicking here, and we will be happy to help.
Contact us as soon as possible, so that the corrections can be made before your order is dispatched.
Yes, you can repeat a previous order in a matter of seconds. Simply log into your account and click the “Repeat Order” link next to your order. This will add all the items to the basket. You may wish to add more items to your basket. After this. all you need to do is pay for your order to complete it.
We will always be as accommodating as we can if you need to change or cancel an order.
Our ability to cancel your order will depend on the time period that has lapsed since you placed your order. If you need to cancel your order, we would require you to contact us. Peexmart takes pride in ensuring a swift and timely delivery to our customers, with our customer first approach. To achieve this, our personal shoppers move very quickly as soon as they receive your order which means that unfortunately it is not always possible to cancel your order. Please understand that each order is uniquely picked for you and therefore full cancellations may not always be possible.
Expenses are incurred once personal shopper starts shopping for your order. If an order is cancelled once placed, Peexmart reserves the right to charge for irrecoverable fees, and any other expenses incurred by the personal shopper in relation to the order.
As long as it is within sufficient notice of placing the order, you can contact us and we will do our best to cancel or amend your order. Remember that our passionate and trusted personal shoppers pick all your items specifically for your order, and it may be difficult to cancel once they start shopping for your order.
Sorry your order was cancelled.
If many of the items you’ve ordered are out of stock at the time of packing and you’ve elected for no substitutions, we’ll cancel them from the order which will trigger a refund back to your method of payment. We will do this as soon as possible and by no later than 30 (thirty) days from the date of your order. Once the cancellation has been confirmed and the refund process started, we expect the refund to be with you within 5 working days. This timescale can vary according to your payment method. There are other reasons we may cancel your order, which are set out in our Terms and Conditions.
Your estimated delivery date is in your order confirmation email and includes the time it takes for us to package your order. Please allow the required time for the delivery method you have chosen before you contact us. You’ll receive another email once your order is on its way, which will include a tracking link.
Depending on your location, you may be charged taxes or duties on import into the destination country. You are responsible for paying any taxes, duties or additional costs which may be levied at the time of importation. We recommend you contact your local customs authority or post office to understand the potential costs prior to placing an order. You will be the importer into the destination country and by ordering through Peexmart, you give authority to our couriers to deliver goods to you on that basis.