Help Centre

Following the UK leaving the EU from January 1st 2021, Bonraw Foods would like to reassure all our customers that there will be no change to your shopping experience.

Bonraw Foods is committed to making sure you have all the information you need and we have provided the FAQs below to answer any questions you may have.

As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.

Bonraw Foods can confirm that your shopping experience will not be impacted, and you will be able to continue to place orders as usual.  

For customers located in the EU, most of our products will ship from our distribution centre within the EU and therefore ordering with us will continue as normal.

For any products shipping from the UK to addresses in the EU, tax and duties will be settled on your behalf with our courier, so there is no cost to you.

We have made the necessary changes to ensure your shopping experience is not impacted, meaning delivery timeframes will remain unaffected.

Once you have selected your products, please refer to the checkout for delivery timescales specific to your shipping address.

As some customers may have experienced in the past, we have multiple dispatch locations across the globe to enable us to provide you with the best experience possible. The majority of orders will be fulfilled from within the EU, but some products will be sent from the UK.

We have made all necessary changes to ensure any products sent from the UK to EU addresses are delivered as normal with no impact to you.

There are no price changes as a direct impact of Brexit. We regularly review our pricing to ensure we remain competitive.

No, all returns from European countries will go back to our distribution centre located within the EU.

All items ordered with Bonraw Foods are subject to stock availability. We want you to be able to order and receive the products you love with ease, so we will always aim to let you know if an item is out of stock.

Now and again there can be an unexpected delay, if so we will get in touch to let you know.

It’s easy to place an order with us. Log-in to your account to begin browsing our range.

Once you have found the product you want, you will need to click ‘Buy Now’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.

If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you will need to enter the details manually.

Before you place the final order just check everything is correct. We will then send you an email as soon as the order is on its way.

Yes, click on the bag icon at the top of the page and you will be able to see the item(s) you have in there so far.

Use the + button to stock-up on your favourite items, or the – button if you have selected too many. If you want to remove an item completely then click the x button.

Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved address but you can choose to add a new one by clicking ‘Add a new address’.

We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.

All items ordered with Bonraw Foods are subject to stock availability. We want you to be able to order and receive the products you love with ease, so we will always aim to let you know if an item is out of stock.

Now and again there can be an unexpected delay, if so we will get in touch to let you know.

It’s easy to place an order with us. Log-in to your account to begin browsing our range.

Once you have found the product you want, you will need to click ‘Buy Now’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.

If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you will need to enter the details manually.

Before you place the final order just check everything is correct. We will then send you an email as soon as the order is on its way.

Yes, click on the bag icon at the top of the page and you will be able to see the item(s) you have in there so far.

Use the + button to stock-up on your favourite items, or the – button if you have selected too many. If you want to remove an item completely then click the x button.

Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved address but you can choose to add a new one by clicking ‘Add a new address’.

We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.

Your account makes it easy to keep track of all your orders.

Once logged in, you will see each individual order that you have placed with us. Select the one that you want and you will be provided with all the details you need about that order.

We will also send you a dispatch email as soon as your order is on the way

Your account will show any previous orders you have placed.

Click on the order you want to view to find out more. If the order has been sent tracked then you will be able to click through to track it from your account.

The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.

If you can’t find the information that you need, click on ‘Message’ within your account to contact our Customer Service team or speak to us across Live Chat

We are sorry to hear you would like to cancel your order.

If there is anything we might be able to do before you cancel, then please contact our Customer Service team through your account to see if they can help.

If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.

We will send you an email within an hour to let you know if the cancellation worked.

If it fails, this is because the order has already been processed and is ready to be sent. Items that are in stock are processed quickly as we want to get products to our customers as soon as possible. If this is the case, then please visit our Returns Policy to help you get the order back to us instead

Once your order has been placed, we cannot make any changes to it, such as adding or removing products from the order.

If you want to try and cancel the order so that a new order can be placed, then you will need to log-in to your account.

Select the order that you wish to cancel. You can choose to cancel individual items or the whole order.

We will send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us

Don’t worry we understand that this can happen; you can try and cancel the item in your account.

You will need to click on the item and choose the cancel option. We will send you an email within an hour to let you know if it worked.

If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.

If you still need help, please contact our Customer Service team who are always on hand to provide support and guidance.

We take pride in our products so we are sorry to hear you have received a faulty item. So that we can look into this for you, please contact us to tell us more.

To speed the process up, it would really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.

1. Order Number

2. Product Name

3. Details of the fault

4. Images that support the fault, if applicable

As soon as we have looked into the fault we will let you know what we plan to do next by sending you an email.

We are really sorry to hear you have received the wrong item, sometimes things can go wrong but don’t worry as we can help. Please send us a message through your account.

We will need to know the following information so that we can fix this for you:

1. Order Number

2. Incorrect item received

3. The correct item ordered

As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.

We take pride in our products so we are sorry to hear you have received your order damaged. We take every care to ensure your delivery arrives exactly as we sent it, however things can sometimes get damaged in transit. So that we can look into this for you, please contact us to tell us more.

Please do not throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again in the future.

As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.

We offer a variety of online payment methods to ensure our customers can place orders with ease.

VISA

VISA Debit

VISA Electron

Mastercard

Maestro

AMEX

PayPal

Apple Pay 

Google Pay

You can select your preferred payment method at checkout.

As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.

We do this to ensure that our customers are safe while they shop.

If you are seeing the status ‘Payment Problem’ on one or more of your orders then this means that we need you to check the payment information that has been submitted.

Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you will need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

If you have done all that and still the problem is not fixed, then please contact our Customer Service team.

Once you place an order, the payment will show in your account as pending until we send the products to you.

The pending transaction is telling you that the payment is authorised to be taken.

If you want to add new payment details then you will need to do this at the checkout stage.

Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite Bonraw products with ease. You can manage your saved payment cards by clicking into ‘Payment Cards’ under Account Settings in your account.

Once you have found all the items that you want then click the bag icon in the drop right of your screen, you will see a box located below your list of items which says ‘Got a discount code? Enter it here’.

Add your unique discount code into this box and click ‘Add’ to apply the discount

If you have any problems entering the code then you can contact our Customer Service team through your account.

Please refer to our Terms and Conditions page.

If you are having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away so we can fix this for you.

Please refer to our Privacy Policy page.

We will send you an email as soon as your order is on the way. For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.

Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.

Our Delivery Information page can give you more information and timescales.

If you do need to report your order as lost then please contact our Customer Service through your account.

All our delivery options can be found on our Delivery Information page.

Our Delivery Information page can tell you the timeframes associated with our different delivery options alongside their costs. Please note that due to unprecedented demand, deliveries may be delayed during the Black Friday and Cyber Monday period.

Please refer to our returns policy page for more information.

If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them through your account.

We try not to make things complicated for you, log-into your account to contact our Customer Service team and they’ll do the rest.

You will need to tell them the reason for the return so they can choose the best option for you.

Please refer to our returns policy page for more information.

We want all of our customers to enjoy their products so if you are not happy with your order then you can send it back to us.

All we ask is that you let us know that you do not want the order within 14 days of receipt and make sure the products have not been opened, once you have obtained your RAN (Returns Authorisation Number) you will then have a further 14 days to return your item.

To get the order back to us safely please to log-in to your account and contact our Customer Service team.

They will send you all the information you need, but you can also refer to our returns policy page for more information.

As soon as we receive your order we will review the reason for return and let you know what we plan to do next.

You should receive an email to notify you of any action taken.

Your refund should be returned to your account within 5 working days and we will send you an email to let you know it’s on its way.

If you do not receive your refund and it has been 10 working days since you received our email, then you will need to contact our Customer Service team through your account.

All items ordered with Bonraw Foods are subject to stock availability. We want you to be able to order and receive the products you love with ease, so we will always aim to let you know if an item is out of stock.

Now and again there can be an unexpected delay, if so we will get in touch to let you know.

It’s easy to place an order with us. Log-in to your account to begin browsing our range.

Once you have found the product you want, you will need to click ‘Buy Now’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.

If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you will need to enter the details manually.

Before you place the final order just check everything is correct. We will then send you an email as soon as the order is on its way.

Yes, click on the bag icon at the top of the page and you will be able to see the item(s) you have in there so far.

Use the + button to stock-up on your favourite items, or the – button if you have selected too many. If you want to remove an item completely then click the x button.

Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved address but you can choose to add a new one by clicking ‘Add a new address’.

We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.