JJ Foodservice – Frequently Asked Questions
Quick, clear answers to the questions our customers ask most.
Need to speak to us?
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Phone: 01992 701 701
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Live Chat: Monday to Friday, 9am–5pm
Account & Eligibility
Who can shop at JJ Foodservice?
Anyone. There is no membership, no fee, and no application process. Restaurants, takeaways, hotels, caterers and households can all order from us. Open an account online.
Ordering
How do I find my favourites and recent purchases?
After logging in, tap the Search field – Favourites and Recent Purchases appear at the top.
You'll also find Favourites, New Products and other useful links in the Browse & Shop menu (in the main menu on mobile).
Will my basket be lost if I don't check out quickly?
No. Your basket is saved each time you log in until you check out or delete it. If your booked slot expires before you check out, your basket stays intact – we'll just prompt you to book a new slot.
How do I edit or cancel an order?
Go to My Orders and select the order. You can edit or cancel any order up to the cutoff time for your booked slot.
On desktop, My Orders is in the My Account menu. On mobile, it's in the main menu (top left).
How do I set my preferred order settings?
Go to My Settings to set your default order type (delivery or collection), payment method and collection branch. Future orders will start with these preferences.
Booking a Slot
How do I book a delivery or collection slot?
Click Book a Slot at the top of the page (or in the main menu on mobile) at any point while building your order. If you try to check out without a slot, we'll take you to the booking page automatically.
When do slots expire?
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Collection slots: expire 60 minutes before the slot starts.
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Delivery slots: expire at 6pm the night before delivery.
We'll warn you before your slot expires. If it does expire before you check out, you can book a new one – your basket won't be lost.
Can I change my delivery branch?
No. Your delivery branch is fixed by us based on our delivery routes. You can, however, choose a different branch for collection orders when you book your collection slot.
Delivery
When can I order for next-day delivery?
Order by 6pm for next-day delivery in eligible postcodes.
Is delivery free?
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£129 or more: free delivery.
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£79–£129: £5 delivery fee.
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Under £79: not eligible for delivery – choose collection instead (always free).
Food and drink prices have risen across the UK due to higher transport and energy costs. The £5 fee on smaller orders helps us keep delivering to everyone who needs it.
How do I track my delivery?
Go to My Orders. Next to any order that's out for delivery, tap Track order to see the live arrival window.
When your driver is three or fewer stops away, a live map activates showing:
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Driver's location
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Driver's name
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Vehicle registration
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Updated arrival window
Live tracking is available on the JJ Foodservice website and app – just log in and go to My Orders.
Payment
What payment methods do you accept?
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Cash
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Personal debit, credit and pre-paid cards (no fee)
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Commercial cards (additional fee — see below)
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Pay by Bank / open banking (no fee)
Why is there a fee on business cards?
In 2022, Visa and Mastercard significantly increased their charges on commercial cards (also called business or corporate cards). We pass on a portion of those costs so we can keep commercial cards as a payment option.
To avoid the fee, pay with a personal debit or credit card, cash, or Pay by Bank.
Returns & Refunds
How do I get a refund?
Use Request a Refund in your account. Refunds apply to ambient products purchased in the last 28 days.
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Go to My Orders in your account.
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Tap the green Request a Refund tab on the right.
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Tap Upload Photo and take a clear image showing the product label, best before date, and the issue.
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Select the Reason for Refund from the drop-down.
This creates an automated ticket for our Customer Services team. We aim to process refund requests within 24 hours.
Mix More Save More
What is Mix More Save More?
Mix More Save More gives you instant everyday low prices when you buy 20 or more items from the Mix More Save More range across different categories. As you shop, an on-screen prompt shows how many items you have left until you hit the threshold.
How much do customers save?
Our customers say hundreds of pounds every month through Mix More Save More. Browse the Mix More Save More range.