Frequently Asked Questions
**PLEASE NOTE – all temporary changes to the below information are currently listed on our COVID-19 UPDATE page.
Is delivery free?
Yes we offer free home delivery for all orders $75 and over.
Free delivery will be automatically applied at checkout when your order total is $75 or greater, after any discounts or coupons have been applied.
Orders under $75 will incur our $6.95 delivery fee.
Can I choose my fruit and veg?
Sure! Simply select your chosen items from our fruit and veg section.
Alternatively, we can make the decision-making easy with our great value, ready made set boxes. The weekly selection for each is listed on our “What’s in the Box” page. PLEASE NOTE SUBSTITUTIONS CANNOT BE MADE TO SET BOXES AND CONTENTS MAY VARY SLIGHTLY.
Do what works for you! Many customers like to order a set box and then add additional fruit and veg or any household grocery items.
Can I return my cardboard box?
We reuse all our cooler boxes, ice bottles and flat-packed Fair Food boxes. Simply leave them out where they were delivered and we’ll collect them with the next delivery.
Though they are made from recycled cardboard, our boxes are one of our major energy costs. We will reuse them as many times as possible and when they’ve come to the end of their useful life we can recycle them for you.
In response to COVID-19, we now UV sterilise all box returns before reuse.
Do I have to order each week?
Order as frequently or as infrequently as you like.
You could create a recurring order, set up a future order (for after the holidays, for instance), or just jump online whenever you need.
We can also prompt you with order reminders – just tick the box for email or SMS reminders in your account profile.
Can I change or add to my order?
Absolutely. Customers can edit all existing orders (including adding items) up until the usual cutoff time – 12noon the day before delivery.
To add items to an existing order, add the items to your cart and at checkout select the same date as the order you would like to add them to.
To check the date of or edit an upcoming order, simply go to the My Orders tab when logged in.
Swapping between a Food Host and home delivery is also possible here, noting that any delivery fees will be adjusted accordingly.
What time will my home delivery arrive?
Home deliveries happen between 9am-7pm.
You’ll receive an SMS from us with a 3 hour delivery window, sent the afternoon before or the morning of delivery.
At the moment you can’t choose your delivery time – though we are working on it.
Your specific delivery instructions can be very helpful for our drivers. Do you have a side gate, key code or special request? Keep us up-to-date in your profile!
Is everything organic?
Everything we sell is certified organic unless clearly labelled. Occasionally if we can’t find a local certified organic product, we’ll choose locally made with good ingredients over certified organic, but you’ll always see this clearly written in the product description. We love supporting certified organic and biodynamic producers, as well as those who are just starting as young regenerative farmers.
Our dry goods and groceries selection comes from growers, makers and businesses who are as local as possible, and who we believe are making great choices for consumers – low waste, non-toxic products backed by ethical business standards we respect.
Check out our Buying Policy for all the things we consider before we sell.
Find out more about certified organic produce here.
How do I choose or change my Food Host?
We have over 40 Food Hosts all Melbourne, wonderful households who lend their verandahs and carports to help make shopping easier, more affordable, and more connected.
Use our Food Host map to find your closest neighbour, then select your nearest and most convenient host when you set up your account. You can change your preferred food host at any time, or switch between home delivery.
What if something happens and I can’t pick up my food host order?
Contact your Food Host directly to make an arrangement or let them know your situation. Check your most recent invoice for your host’s number – they are your point of contact out of business hours. The delivery window is set because the host is available during those hours so make yourself known and meet your neighbour.
If you have any problems you can’t sort out with the host, get in touch with us as soon as possible and we’ll do our best to resolve the issue.
Online shopping and I don’t get along – can I order over the phone?
If you are having trouble with online ordering, please feel free to call or email us at firstname.lastname@example.org and we will happily assist you as best we can.
Can I pay without a credit or debit card?
You will need one of them to make an order – we have looked into other payment options for eftpos but for now we can only offer credit or debit card facilities.
Is there a minimum order?
To ensure we run as sustainably as possible, we have a $40 minimum for all orders.
What if part of my order is missing or I’m not happy with my order?
Get in touch as soon as possible and we will sort you out as soon as we can.
I’d like to send an order to a friend, is that possible?
Receiving a box of fresh organic food and groceries on your doorstep can a truly beautiful thing, and a great gift for a loved one. (Did we mention we deliver chocolate?). You can purchase a gift card or we can send a delivery to them ourselves.
Our gift cards are available for purchase here. Choose your desired amount and a pdf voucher with a coupon code will be emailed directly to you.
You can gift a Fair Food delivery to a friend through your own account simply by temporarily changing the delivery address details. Alternatively set up a new account for them in their name but with your contact and payment details. (You may like to hand this account over to them if they loved the present).
We are more than happy to remove a printed invoice from a delivery, or tuck in a personalised message for your recipient – just get in touch with us via email and we’ll help you make a totally awesome gift for your loved one’s birthday / housewarming / time of need.
Will my fridge items stay nice and cold?
Yes we deliver all our refrigerated goods in our Fair Food cooler boxes, which are packed inside our cool room so they are extra cold.
Cooler boxes are stocked with frozen reusable water bottles (from a social enterprise themselves. One Voice do fantastic work helping our homeless community, check them out).
If collecting from a Food Host, all your refrigerated goods are in a communal cooler box – use the checklist on top to make sure you take everything you’ve ordered, but not someone else’s butter. And pop the lid back on securely when you’re done.
For home delivery, our drivers will collect the cooler boxes next time they visit so leave it out for us wherever your order is dropped off.
How do I become a Food Host?
New Food Hosts are dictated by our logistics and our demand. If you’re interested to know if being a food host in your neighbourhood is a viable option, email us at email@example.com to discuss it with us. Provide details of your location with a brief introduction, and we’ll be in touch.
What happens if we can’t provide something you’ve ordered
We do understand that getting the groceries you ordered is important, so sometimes if we’re out of an item we’ll substitute it for something similar, for example, say you ordered Nicola potatoes we would substitute Dutch Creams or another potato variety. Just to be sure we’re not leaving you in the lurch. We will always notify you by email if we substitute the variety of an item.
If we are unable to provide something on the day of your order, this could be due to a farming emergency, a sudden weather event, a supplier difficulty or things beyond our control. We work with farmers and also buy to order so this sometimes means that things can change unexpectedly.
If an item becomes unavailable we will credit your Fair Food account for future purchases.
You don’t have to do anything, store credits are applied automatically next time you shop. Store credits on your account can be seen in your cart before you checkout, or viewed in your profile as an account balance. All monies going in and out can be seen in your Payment History.
We’ve chosen to use this process instead of refunding your bank account due to the external processing time required when dealing with different banking institutions – our store credits are instant and always ready for your next purchase.
Do CERES members receive discounts at CERES Fair Food?
CERES members receive discounts at many of the social enterprises on the Brunswick site, however we are unable to offer a further CERES member discount here at Fair Food. We are a proud social enterprise and work hard to provide an affordable organic delivery service where prices are kept as low as we can, and the savings are passed on to our customers each week. All – yes, 100%! – of our profits go back to support CERES work in teaching the next generation how we can truly love our planet.