Who runs Express Delivery?
This website is run by the University of Bath, to enable students and staff to purchase groceries from our Fresh store on campus. As we are only selling items which we are confident we can source, and that our suppliers have guaranteed good supply of, we are currently stocking a limited range.
Can I order chilled and frozen food?
We are currently working on adding chilled and frozen food to our ordering system - you are not currently able to order chilled or frozen items through the Express Delivery website, but we hope to add this option soon.
What is an Express Box?
Express Boxes are pre-packaged boxes of essentials to keep you stocked up for a week. These include available products within our range that will fill your cupboards and are aimed to keep you going for the whole week; whether you live alone, with a partner or with a family.
How do I find out allergen information?
We endeavour to keep our online product descriptions as up-to-date as possible, and these are accurate at the time of publication. For the most accurate allergen information, please always refer to individual product packaging.Unless expressly indicated in the product description, Fresh Express is not the manufacturer of the products sold on our website. While we work to ensure that product information on our website is correct, manufacturers may alter their product information. Actual product packaging and materials may contain more and/or different information than shown on our website. If you have any specific product queries, please contact the manufacturer. This notice does not affect your legal rights.
What safety precautions are you taking?
Our store staff will be wearing appropriate equipment when handing all products, and will be adhering to general precautions related to personal health, social distancing and isolation.
Will my payment be taken securely?
University of Bath are committed to secure payments, so we use a secure online payment gateway (WorldPay). We are looking to add more payment options - please leave us your feedback if you would like to use a specific payment method. If you would prefer, we can take payment over the phone.
How do I collect my order?
You can collect your order from the Virgil Building in the city. You will need to use your University of Bath library card to enter the building, and to prove your identity on collection.
How do I place an order?
You can order your items using our website. Select your products, add them to your cart, and proceed to payment when you are ready.
Who can order?
Initially, we are limiting orders via this website to University of Bath students and staff only.
Are there discounts for students or NHS staff?
We are not currently offering any discounts or promotions, and have developed this website to serve our staff and student community. We are not seeking to make any additional revenue by offering this online ordering system, and there are no delivery charges applied.
How do I pay?
We use a secure online payment gateway called WorldPay to process card payments. You may be asked to authenticate your card payment via phone.
How do I cancel my order?
If you need to cancel an order, please call us.
What happens if something I order is out of stock?
We will aim to complete all orders to the best of our abilities, ensuring the safety of our staff and customers above all else. We aim to have stock of all orderable items, but in the unlikely eventuality that an item from your order is not in stock, we will send you the closest substitute item.
If I receive an unwanted substitute item, can I reject it?
We will aim to make sure substitute items are of the same value as your chosen product. If you have any issues with a substituted product, please contact us and we can arrange a refund.
My order hasn't arrived, what should I do?
If your order has not arrived as planned, please contact us.
How can I make a complaint, or leave feedback?
To let us know your thoughts, please contact us.
Is there a limit on order quantities?
Whilst we don't have limits in place, we expect customers to be considerate, and to only order items that they require. We reserve the right to reject orders if they would impact future product availability.
What information do you hold on me, and how do I access it?
Data used is purely for the purposes of ordering via this website. We won't use your data for marketing or promotional purposes.
I haven't received a confirmation of my order. What should I do?
Please make sure to check your junk/spam folder for the email confirmation. If you still cannot find a confirmation email, contact us on firstname.lastname@example.org