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Small Order Fee - Why am I being charged a small order fee and why are there different charges?

What’s the Small Order Fee? To help cover the costs of picking, packing, and delivering smaller orders, a Small Order Fee is applied when your order subtotal (before taxes, tips, and other fees) doesn’t meet the minimum threshold for free delivery. You’ll see this fee clearly listed at checkout. ​Wh

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Payments, Coupons and Discounts (UK)

UC
Gopuff FAM Subscription Terms Summary

Gopuff FAM Subscription Terms Gopuff FAM is a subscription program that gives you unlimited discounted delivery on eligible orders and access to exclusive discounts and offers. Here are the key things to know: Automatic Renewal: Your subscription automatically renews unless you cancel before the nex

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Payments, Coupons and Discounts (UK)

UC
Disposable Vape Returns & Refund Policy

At Gopuff, we are committed to providing our customers with high-quality products and exceptional service. However, due to the nature of disposable vapes, we regret to inform our customers that we cannot accept returns or offer refunds for faulty units without full evidence being provided. This poli

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Your Gopuff order (UK)

UC
Can I purchase alcohol or tobacco on Gopuff?

1. Can I buy alcohol and tobacco products from Gopuff? Yes, customers can purchase both alcohol and tobacco products through Gopuff. ​ 2. How old do I need to be to buy alcohol and tobacco products? You must be 18 years of age or older. ​ 3. Will my ID be checked when scratchcards are delivered? If

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About GoPuff (UK)

UC
You’re not in my area yet.

Please get in touch with customer support and let us know where you'd like us to launch next! You can contact our Customer Service Team via live chat any time via our app, go to Account > Help > Chat with Support. Prefer to email? You can also reach us via email at support.uk@gopuff.com.

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Feedback and Questions (UK)

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Items in my order are melted.

We’re really sorry to hear that something arrived melted! That’s definitely not the seamless experience we want you to have. ​ Please reach out to our Customer Service Team as soon as possible. The quickest way is through Live Chat in the app: Account > Help > Chat with Support, we're here 24/7! Pre

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Your Gopuff order (UK)

UC
How do I update my account information?

To update your account information, visit the “Account” section of your Gopuff account. Using the “Payments” and “Settings” sections, you can update your payment methods, phone number, and email address associated with your Gopuff account. If you're having any trouble, please reach out to our Custom

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Your Gopuff account (UK)

UC
How long does delivery normally take?

We aim to get your order to you in around 30 minutes - yes, really! You’ll see your estimated delivery window on the main page of the app when placing your order. Sometimes traffic, weather, or the occasional unexpected hiccup can cause slight delays. For the most up to date ETA and store info, just

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About GoPuff (UK)

UC
How do I tip my rider?

While you are certainly not required to tip, your rider would most certainly appreciate it if you do! If you'd like to tip your rider, please confirm the tip amount at the bottom of the checkout page. The tip will be added to the order total and once the order has been delivered, your order rider wi

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Payments, Coupons and Discounts (UK)

UC
I've referred a friend, but my referral credit isn't working.

When your referral coupon has been used successfully, you will usually receive an SMS to confirm the referral has been added to your account. If you haven't received this yet, please check if the person you referred has already placed their first order, satisfied the terms & conditions, and it's bee

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Payments, Coupons and Discounts (UK)

UC
My order ETA changed, is something wrong?

We're sorry your order didn't arrive within the timeframe initially provided, we understand that you want your stuff as quickly as possible! Changes may occur due to rider capacity, traffic or other extenuating circumstances. The order status page in the app or on the website will keep you updated a

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Your Gopuff order (UK)

UC
My order was cancelled, but I was still charged.

We’re really sorry that your order couldn't be delivered as planned. In the event that an order is cancelled, we will provide a full refund back to your original payment method within 3-5 working days (not including weekends or holidays). In some instances, funds may be returned in the form of a voi

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Payments, Coupons and Discounts (UK)

UC
National Lottery Scratchcards FAQs

1. Can I buy scratchcards from Gopuff? Yes, customers can purchase scratchcards through Gopuff. 2. How old do I need to be to buy scratchcards? You must be 18 years of age or older. 3. Will my ID be checked when scratchcards are delivered? If you look under the age of 25, your ID or passport will be

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Payments, Coupons and Discounts (UK)

UC
Items in my order are damaged.

We’re really sorry to hear that something arrived damaged! That’s definitely not the quality we aim to deliver. ​ Please reach out to our Customer Service Team as soon as possible. The quickest way is through Live Chat in the app: Account > Help > Chat with Support, we're here 24/7! Prefer email? Yo

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Your Gopuff order (UK)

UC
Do you offer Franchise Opportunities?

Gopuff is not a franchisor and does not offer franchising opportunities.

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Feedback and Questions (UK)

UC
Can I request a product?

Absolutely! If you have any product requests you'd like for us to offer next, please get in touch with our Customer Service Team, and we will pass on your suggestion. The quickest way is through Live Chat in the app: Account > Help > Chat with Support, we're here 24/7! Prefer to email? You can also

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Feedback and Questions (UK)

UC
I lost, misplaced, or don’t have my phone, how do I get into my account?

If you have an existing Gopuff account but do not have access to login on the phone associated with your account and have a new phone, please get in touch with our customer support team to update your number. The quickest way is through Live Chat in the app: Account > Help > Chat with Support, we're

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Your Gopuff account (UK)

UC
Referral Boost Campaign T&Cs

Offer: Earn £10 credit for each successful referral, plus bonus credit at the following milestones: ​ 5 referrals = £10 10 referrals = £15 15 referrals = £25 20 referrals = £40 ​ A successful referral is defined as when a new customer places an order on the Gopuff app or website within the campaign

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Payments, Coupons and Discounts (UK)

UC
What are your delivery hours?

We're open 24/7 in most areas, so whether it’s nappies at midnight or snacks at sunrise, we’ve got you covered around the clock. Whatever you need, whenever you need it, Gopuff’s here to deliver! Visit our app for the most accurate opening hours and ETA in your area.

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About GoPuff (UK)

UC
VEEV One and Gopuff: Recycle and Reward

VEEV One and Gopuff: Recycle and Reward Our Recycle and Reward scheme enables you to get rewards when you return used (i) vapes (re-chargeable or single use), (ii) vape pods, and (iii) vape cartridges (‘recyclables’). In these terms and conditions, when we refer to ‘we’, ‘us’ our ‘our’ we mean Phili

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Payments, Coupons and Discounts (UK)