Legal

Delivery Policy

Last updated 4 September 2026

Effective date: 4 September 2026
Last updated: 4 September 2026

This Delivery Policy explains how PepperClub delivers customer orders, how delivery slots work, what customers need to do to help us complete a delivery, and what happens if a delivery is delayed or cannot be completed.

This policy should be read together with the PepperClub Customer Terms & Conditions of Sale, Returns, Refunds & Cancellation Policy, Substitution Policy, Food & Allergen Information Notice, and any applicable Promotional Terms.

Nothing in this Delivery Policy limits or excludes your statutory consumer rights.

1. Who we are

PepperClub is operated by:

PepperClub Ltd
Company number: 17072549
Registered in England and Wales
Registered office: 48 Radcliffe Drive, Derby, England, DE22 3LA

Customer support: support@pepperclub.co.uk

PepperClub operates an online grocery delivery service using its own delivery drivers.

2. Where we deliver

PepperClub delivers only to addresses that our website or app identifies as being within our current service area.

Serviceability may depend on factors including:

  • postcode;
  • delivery distance;
  • current operational capacity;
  • available delivery routes;
  • delivery date and time; and
  • temporary operational or safety restrictions.

You should use the postcode/address checker or delivery options shown in the PepperClub app or website to confirm whether your address is currently serviceable.

We may change our delivery area over time. A postcode or address being serviceable on one occasion does not guarantee that it will remain within our delivery area indefinitely.

We will not use a future change to the service area to unfairly avoid dealing with an order that we have already accepted.

3. Same-day delivery

PepperClub may offer same-day delivery where:

  • the delivery address is within the service area;
  • a same-day delivery slot remains available;
  • the order is placed before the applicable cut-off;
  • sufficient fulfilment and delivery capacity is available; and
  • there is no operational, safety or legal reason preventing same-day fulfilment.

"Same-day delivery" means delivery is scheduled for the same calendar day on which the qualifying order is placed. It does not mean that every order is guaranteed to qualify for same-day delivery.

Available same-day slots and applicable cut-offs are shown dynamically in the website or app.

4. Delivery slots

4.1 Standard delivery window

PepperClub normally offers one-hour delivery windows.

For example, a slot displayed as 6:00 pm–7:00 pm means that we will make reasonable efforts to deliver within that one-hour window.

4.2 A slot is not an exact appointment time

A delivery slot is a delivery window and not a promise that the driver will arrive at one exact minute.

Factors such as:

  • traffic;
  • road conditions;
  • earlier deliveries;
  • access delays;
  • weather;
  • unexpected route disruption; and
  • vehicle or technical issues

can affect the precise arrival time.

4.3 Early delivery

Where a driver is running ahead of schedule, we may contact you and offer to deliver shortly before your selected window.

We will not expect you to accept an early delivery where doing so is inconvenient and you have not agreed to it.

4.4 Significant delays

We do not use a fixed number of minutes to define every delay as "material".

If we become aware that a delivery is likely to be significantly delayed, we will take reasonable steps to inform you and provide an updated position where practical.

Depending on the circumstances, we may offer:

  • continued delivery;
  • a revised delivery time;
  • redelivery;
  • rescheduling; or
  • cancellation/refund where appropriate.

Your statutory rights are unaffected.

5. Delivery charges

Delivery charges may vary.

The amount may depend on factors such as:

  • delivery area;
  • delivery distance;
  • selected delivery time;
  • how far in advance the slot is booked;
  • order value;
  • demand or delivery capacity;
  • delivery option; and
  • an applicable promotion.

The delivery charge applicable to your order will be shown before you place the order.

We will not add an unavoidable delivery charge after you have committed to the purchase without having provided the information required by law.

6. Free-delivery promotions

PepperClub may offer free delivery for qualifying orders or customers from time to time.

Free-delivery offers are governed by the specific Promotional Terms applying to that offer.

For example, PepperClub's launch promotions may include a limited period of free delivery subject to eligibility and other conditions.

The Delivery Policy does not permanently fix the length or availability of any promotion. The relevant Promotional Terms will state the applicable period, eligibility requirements, exclusions and other conditions.

7. Minimum order value

The standard minimum order value for PepperClub grocery delivery is currently £25, unless a different amount is clearly shown before checkout.

Unless expressly stated otherwise, delivery charges and other non-product charges do not count towards the £25 minimum product-order value.

7.1 If stock shortages reduce the order below £25

If your order satisfied the minimum order requirement when placed but PepperClub later removes unavailable products or rejected substitutions, we will not normally cancel the remaining order merely because its value has fallen below £25.

You will not be penalised for a PepperClub stock shortage after your order has been accepted.

8. Delivery address

You are responsible for providing a complete and accurate delivery address.

This includes, where relevant:

  • house or flat number;
  • building name;
  • street;
  • postcode;
  • gate or entry information;
  • floor;
  • access instructions; and
  • other information reasonably required to reach the delivery point.

You must also provide a valid telephone number so that we can contact you if there is a problem with the delivery.

9. Changing your delivery address

You may request a change of delivery address before picking starts, provided:

  • the new address remains within PepperClub's service area;
  • the requested change is operationally possible; and
  • it does not create a delivery or pricing issue that cannot reasonably be resolved.

We cannot guarantee that every address-change request can be accepted.

Once picking has started, the order has been prepared for dispatch, or the delivery route has been assigned, we may refuse an address change.

Where an address change would affect the delivery charge, delivery area, slot or route, we will tell you what options are available.

10. Residential deliveries

10.1 Houses

For a normal house delivery, our aim is to deliver to the customer's front door or another safe and reasonable handover point at the property.

10.2 Flats and apartment buildings

For flats and apartment buildings, our normal aim is to deliver to the front door of your individual flat or apartment where this can be done safely and reasonably.

This may include using:

  • a suitable lift;
  • customer-accessible corridors;
  • our delivery crates; and
  • a sack truck or similar handling equipment

where appropriate.

However, our driver may ask you to meet at the main building entrance, ground floor or another nearby safe handover point where delivery to the individual flat is not reasonably practical or safe.

Examples may include:

  • no working lift where multiple or heavy crates would need to be carried an unreasonable distance or up multiple flights of stairs;
  • structurally unsafe stairs;
  • restricted access;
  • building rules preventing delivery upstairs;
  • an unsafe or unsuitable route for delivery equipment;
  • excessive obstacles;
  • an immediate risk of injury; or
  • another material safety concern.

Our drivers are not required to carry out a delivery in circumstances that would create an unreasonable health or safety risk.

10.3 Entering the customer's home

Our standard delivery is a doorstep/handover service.

Drivers do not normally enter customers' homes.

Where a customer has an accessibility or other reasonable assistance need, PepperClub may consider an appropriate delivery adjustment. Any agreement to enter beyond the usual handover point will depend on safety, circumstances and what the driver can reasonably do.

You do not need to give us unnecessary medical information to request reasonable delivery assistance.

11. Workplaces and business addresses

Although PepperClub customer accounts are intended for personal/household purchases, you may have your personal grocery order delivered to a workplace where the address is serviceable.

At workplaces, commercial buildings and offices, delivery will normally be made to:

  • reception;
  • a ground-floor communal entrance;
  • a security desk; or
  • another designated delivery/collection point.

You are responsible for complying with your workplace's access and delivery rules.

12. Hospitals, schools, secure premises and similar locations

Deliveries to hospitals, schools, student accommodation, gated premises, secure sites and other controlled-access locations are subject to the site's own access and security rules.

We may require you to meet the driver at:

  • reception;
  • security;
  • the building entrance; or
  • another designated collection point.

We cannot require a site operator to allow our driver beyond an authorised area.

13. Safe and reasonable access

You must take reasonable steps to ensure that our driver can access the delivery point safely.

This includes, where relevant:

  • providing accurate access or gate codes;
  • keeping the route reasonably clear;
  • making sure stairs, paths or entrances are reasonably safe;
  • securing dogs or other animals that may pose a risk;
  • warning us of unusual hazards that are not obvious; and
  • complying with building or site access arrangements.

A driver may stop or refuse a delivery where they reasonably believe continuing would create an immediate safety risk.

Where possible, we will try to agree another safe handover point or redelivery arrangement.

14. Receiving your order

You or another suitable adult should be available to receive the order during the delivery window.

Another adult at the delivery address may receive an ordinary grocery order on your behalf unless you have told us otherwise.

For future age-restricted products, additional age and identification rules will apply.

14.1 Stay contactable

You should remain reasonably contactable using the mobile number associated with the order around your delivery window.

This is particularly important where the driver encounters:

  • difficulty locating the property;
  • access problems;
  • unexpected delays; or
  • nobody answering the door.

15. We do not leave grocery orders unattended

PepperClub does not leave grocery orders unattended in a safe place as part of our standard delivery service.

This applies particularly to:

  • chilled foods;
  • frozen foods;
  • fresh products; and
  • other temperature-sensitive groceries.

We do not consider an unattended doorstep, porch, shed, bin area or similar location to be an ordinary completed handover.

16. Delivery to a neighbour

We will not automatically leave your order with a neighbour.

Where you specifically authorise a named or clearly identified neighbour, we may hand the order to that neighbour if:

  • the driver can reasonably identify the authorised location/person;
  • the handover is safe and practical;
  • there are no product-specific restrictions preventing it; and
  • the neighbour is willing to receive the order.

PepperClub may still decide not to use a neighbour handover where it would be unsafe or inappropriate, particularly for temperature-sensitive or future age-restricted products.

17. Reception and concierge handover

PepperClub does not treat an unauthorised reception or concierge handover as the default delivery method.

Where a site requires delivery to reception, security or another designated point, we may contact you to arrange an appropriate handover.

For workplaces and controlled-access sites, the rules in sections 11 and 12 apply.

18. Driver waiting time

Our driver will wait for a reasonable short period while attempting delivery and contacting you.

We do not guarantee a fixed waiting period because drivers must also complete other customers' deliveries within their scheduled windows.

If we cannot contact you or complete the handover within a reasonable period, the delivery may be treated as unsuccessful.

19. If the first delivery attempt fails

If nobody is available or we cannot complete the delivery, we will normally:

  1. try to contact you;
  2. wait for a reasonable short period where appropriate;
  3. return the goods to PepperClub if necessary; and
  4. where reasonably possible, arrange another delivery attempt.

PepperClub will normally provide the first reasonable redelivery attempt without an additional redelivery charge.

20. Redelivery

Where possible, redelivery may take place:

  • later the same day; or
  • during the next mutually agreed available delivery slot.

The available option will depend on:

  • route capacity;
  • driver availability;
  • food safety;
  • product condition;
  • operating hours; and
  • the customer's availability.

A same-day redelivery cannot be guaranteed.

20.1 Repeated or customer-caused failed deliveries

Where repeated delivery failures are caused by matters within the customer's reasonable control, PepperClub may charge a reasonable redelivery fee for a further attempt.

Any such fee will be clearly communicated and agreed before the additional chargeable redelivery is arranged.

Examples may include repeated:

  • absence during an agreed slot;
  • failure to provide workable access;
  • materially incorrect address information; or
  • inability to contact the customer despite reasonable attempts.

We will apply this fairly and will take account of circumstances outside the customer's control.

21. If redelivery also fails

If, after reasonable delivery and redelivery efforts, PepperClub ultimately cannot deliver the order, we will cancel the undelivered goods and refund the appropriate product amount.

This applies to chilled, frozen, fresh and other perishable goods even where those goods cannot safely be returned to sale after travelling on a delivery route.

Where the failed delivery was caused by the customer, PepperClub may retain an original delivery charge or agreed redelivery charge where doing so is fair, lawful and consistent with the information provided before the relevant charge was incurred.

If the failure was caused by PepperClub, we will refund any delivery charge that should reasonably be refunded in addition to the affected product value.

Repeated customer-caused failed deliveries may also result in reasonable restrictions on future ordering under our Customer Terms.

22. Temperature-controlled delivery

PepperClub uses delivery arrangements designed for the safe transport of chilled and frozen groceries.

This may include refrigerated or temperature-controlled vehicle compartments and appropriate separation of:

  • frozen goods;
  • chilled goods; and
  • ambient products.

We do not promise a single public vehicle-temperature figure because safe transport requirements vary by product and food category.

Our handling and delivery procedures are intended to comply with applicable food-safety requirements.

23. Vehicle or refrigeration problems

If a vehicle breakdown, refrigeration fault or other incident means that we cannot reasonably assure the safety or condition of affected food, we may:

  • stop the delivery;
  • remove affected products from the order;
  • arrange a replacement or redelivery where practical;
  • reschedule the order; and/or
  • refund the affected items.

We will not knowingly deliver chilled or frozen food that we reasonably believe has become unsafe because temperature control was materially compromised.

24. Severe weather and unsafe conditions

Delivery may be delayed, rescheduled or cancelled where severe weather, flooding, snow, ice, road closures, major disruption or another event makes delivery unsafe or impractical.

Driver and public safety takes priority over completing a delivery within the original window.

Where such an event affects an accepted order, we will take reasonable steps to:

  • minimise disruption;
  • inform you where practical;
  • offer redelivery or rescheduling where appropriate; and
  • refund affected items where the order cannot be fulfilled.

Your statutory consumer rights remain unaffected.

25. Proof of delivery

PepperClub does not normally require a customer delivery PIN or OTP at handover for ordinary grocery orders.

Our driver or delivery system may record operational proof of delivery such as:

  • delivery status;
  • timestamp;
  • driver confirmation; and
  • in some cases, a delivery photograph.

Delivery photographs are not required for every order.

Where one is reasonably needed, it should be framed to minimise unnecessary capture of people, neighbouring properties or private areas.

Information relating to delivery records is handled in accordance with our Privacy Notice.

26. Live delivery tracking

Where available, the PepperClub app may allow you to see the driver's progress during an active delivery.

Live tracking is provided as a convenience and is approximate.

Its accuracy or availability may be affected by:

  • GPS accuracy;
  • mobile-data coverage;
  • device conditions;
  • route changes;
  • network delays; or
  • temporary technical issues.

A temporary tracking delay does not necessarily mean that the delivery itself is delayed.

27. Contact with the driver

A PepperClub driver may contact you from an ordinary PepperClub business/mobile telephone number where necessary to complete your delivery.

You should normally contact PepperClub support rather than attempting to contact a driver directly after a delivery.

Customer support: support@pepperclub.co.uk

Where PepperClub later introduces in-app or masked driver/customer communications, the service may use those methods instead.

28. Checking your delivery

Where practical, we encourage you to check your delivery when it is handed over, particularly for:

  • obvious missing bags;
  • rejected substitutions;
  • obvious damage;
  • leaks;
  • visibly damaged frozen/chilled items; or
  • an obviously incorrect product.

You do not lose your statutory rights merely because you did not carry out a detailed inspection at the door.

Our delivery service does not require you to unpack and inspect every product while the driver waits.

29. Missing products

If you believe an item is missing, contact PepperClub as soon as reasonably possible.

For efficient investigation, we ask that missing-item reports are normally made within 24 hours of delivery.

We may check:

  • picking records;
  • packing information;
  • delivery records;
  • substitutions;
  • refunds; and
  • other relevant order information.

The 24-hour request is an operational reporting request and does not remove statutory consumer rights.

30. Damaged, leaking or unsafe products

If a product arrives damaged, leaking or in a condition that may affect food safety, contact us promptly.

Where food safety may be affected, please contact us immediately where reasonably possible and do not consume the product.

For other obvious delivery-condition issues, we ask that you normally report them within 24 hours.

We may reasonably ask for:

  • photographs;
  • packaging information;
  • batch or date information; or
  • another detail that helps us investigate.

A photograph is not an absolute condition of a statutory consumer right.

31. Returning an item to the driver

Where practical, you may hand an item back to the PepperClub driver at the time of delivery, for example:

  • a PepperClub-selected substitute that you do not want;
  • an obviously incorrect item; or
  • a visibly damaged item.

The driver may need to record the returned item so that the appropriate refund or adjustment can be processed.

If a return cannot reasonably be processed at the door, contact support and we will explain the available resolution.

32. Fresh produce

Fresh fruit, vegetables and similar natural products can reasonably vary in:

  • shape;
  • colour;
  • size;
  • appearance;
  • ripeness; and
  • natural markings.

However, fresh produce must still meet the standards required by consumer law.

If you believe a fresh product is defective or materially below an acceptable condition, please report the issue as soon as reasonably possible, normally within 24 hours where practical, so that we can investigate effectively.

This does not impose a statutory time limit on your rights.

33. Bags and packaging

PepperClub may use bags, crates or other suitable packaging to prepare and transport grocery orders.

The final customer bag/packaging model may change as our service develops.

Where a mandatory carrier-bag or packaging charge applies, the charge will be shown before you place the order and included in the price information presented at checkout.

We will not add an undisclosed mandatory bag charge after you have committed to the order.

Where reasonably appropriate, frozen, chilled and ambient goods will be separated during packing and/or delivery to support product safety and quality.

PepperClub delivery crates and driver handling equipment remain PepperClub property unless expressly stated otherwise.

There is currently no customer deposit for PepperClub delivery crates or driver equipment.

34. Combined orders

Where you have placed more than one order for the same address, PepperClub may combine the physical delivery of those orders where:

  • doing so does not disadvantage you;
  • the delivery timing remains appropriate;
  • food safety is not affected; and
  • any relevant order records remain clear.

Combining delivery does not alter the products or price you agreed for each order.

35. Split deliveries

We will generally try to deliver an order together.

In exceptional circumstances, we may propose splitting an order where this is operationally necessary or has been agreed with you.

We will not impose an additional delivery charge for a split caused by PepperClub unless you expressly agree to a separately chargeable additional service.

36. Delivery days and operating hours

Available delivery days, delivery windows and operating hours are shown dynamically through the PepperClub website or app.

They may vary because of:

  • customer location;
  • day of the week;
  • operational capacity;
  • holidays;
  • planned closures;
  • demand; or
  • exceptional circumstances.

We may temporarily suspend delivery on a holiday or planned closure day. Unavailable periods will normally not be offered as bookable slots.

37. Customer cancellations and order amendments

Customers may make permitted changes to or cancel an order before picking starts, subject to the options shown in the website or app.

Once picking begins, we may be unable to accept changes or cancellation requests for some or all products.

For the full rules, including statutory cancellation rights and exemptions for certain perishable goods, see our Returns, Refunds & Cancellation Policy and Customer Terms.

38. Substitutions and delivery

Where you have allowed PepperClub to choose a substitute and do not want the replacement, you may reject it at the door where practical.

A PepperClub-selected substitute that is rejected will be dealt with under our Substitution Policy and refund procedures.

You should always check the physical label of a substituted food before consumption, particularly for allergens and dietary requirements.

39. Safety, threatening behaviour and fraud

Our drivers must be able to work safely.

A driver may refuse or stop a delivery where they reasonably believe that there is:

  • violence or a credible threat of violence;
  • threatening or seriously abusive behaviour;
  • an unsafe animal;
  • an unsafe property/access route;
  • attempted theft or fraud;
  • deliberate obstruction; or
  • another immediate material safety risk.

Where a delivery is refused for these reasons, PepperClub will consider the circumstances fairly when deciding:

  • whether redelivery is appropriate;
  • whether the account should be restricted;
  • what refund is due; and
  • whether the matter needs to be reported to an appropriate authority.

Nothing in this section allows PepperClub to retain money where doing so would be unlawful.

40. Accessibility and reasonable delivery assistance

If you need reasonable assistance to receive your delivery, please tell us through the available delivery instructions or contact customer support.

Examples may include:

  • allowing additional reasonable time to answer the door;
  • using an agreed accessible entrance;
  • contacting you in a particular practical way at arrival; or
  • another reasonable adjustment to the handover process.

Please provide only the information we reasonably need to understand the delivery assistance required. You do not need to give us unnecessary medical details.

We will consider reasonable requests subject to driver safety and what is operationally possible.

41. Future age-restricted products

PepperClub does not currently sell alcohol under this version of the Delivery Policy.

If alcohol or another age-restricted product is introduced in future, additional delivery conditions will apply.

These may include:

  • age verification;
  • acceptable identification;
  • Challenge 25-style procedures;
  • an adult recipient being present;
  • refusal of the age-restricted item if appropriate evidence is not provided; and
  • a prohibition on leaving age-restricted products unattended or with an unsuitable recipient.

PepperClub will introduce the required licensing and specific customer terms before offering such products.

42. Refunds relating to delivery

Where a delivery failure, missing item, damaged item or other issue results in a refund, the amount and method of refund will be determined under:

  • the Customer Terms & Conditions;
  • the Returns, Refunds & Cancellation Policy;
  • the Substitution Policy where relevant; and
  • applicable consumer law.

Refunds will normally be returned to the original payment method.

43. Changes to this Delivery Policy

We may update this Delivery Policy as our delivery operation develops or where legal, safety or operational requirements change.

Changes may include future adjustments to:

  • service areas;
  • delivery methods;
  • packaging;
  • available slots;
  • handling processes; or
  • age-restricted delivery procedures.

The version applicable to an order will normally be the version in effect when the order was placed, unless a change must apply because of law or an immediate safety requirement.

We will not use a later policy change to unfairly remove a right attached to an already accepted order.

44. Contact us

If you have a delivery problem, contact:

support@pepperclub.co.uk

Postal correspondence may be sent to:

PepperClub Ltd
48 Radcliffe Drive
Derby
England
DE22 3LA
United Kingdom

45. Your statutory rights

Nothing in this Delivery Policy excludes, restricts or replaces your statutory consumer rights.

Where this policy conflicts with a mandatory right you have under applicable consumer law, the mandatory legal right will apply.