FAQs
How it works (the quick guide)
1. Create an account.
2. Choose your fruit, veg and groceries.
3. Select your delivery date.
4. Check out, then dive into our recipes!
Ordering
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Delivery
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Payment
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Other
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Most Frequently Asked Questions
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Most common questions
Unfortunately not.
You can choose the day of delivery (Mon-Sat) but not the time. This helps us keep our fuel consumption and logistical costs to a minimum.
Our delivery hours are between 9am – 7pm, with inner city suburbs between 9am-5pm.
We send you an SMS the night before your delivery which includes:
- Approximate 2 hr delivery window
- Tracking information
Note: Do you have a side gate, key code or special instructions for our drivers? Tell us in your profile delivery instructions!
Yes, you can edit or cancel orders up until 7:00pm* the day before delivery.
*Note: some made-to-order items will show an earlier cutoff time, for example most bakery products.
How to view or edit your order:
- Login
- Click My Account > My Orders
- Click your order to reveal details
From here you can remove items, change the delivery date, address or delivery instructions, or cancel the order.
How to remove items:
- Tick the item to remove
- Press ‘Remove Item’
Note: Your order total must be at least $50.00
If you’ve already paid for your order, store credit will remain on your account. Check your account balance here. Contact us to refund store credit to your card.
If you opted to ‘Pay As You Go’, you won’t be charged for the item.
You can add to your order up until 7:00pm* the day before delivery.
*Note: some made-to-order items will show an earlier cutoff time, for example most bakery products.
How to add items:
- Login
- Add item to your cart
- Select the same date and address as your existing order
- Checkout
You can edit your order contents up until 7:00pm* the day before delivery.
*Note: some made-to-order items will show an earlier cutoff time, for example most bakery products.
How to Remove an Item:
- Login
- Click My Account >My Orders
- Click your order to reveal details
- Tick the item to remove
- Press ‘Remove Item’
Note: Your order total must be at least $50.00.
Yes! You can send Fair Food as a gift by:
- Creating an order using your own account
- Updating the delivery address in your cart
- To add a personal message, contact us by 4pm the day before delivery – we’ll help you with the finishing touches.
- You’ll receive your receipt via email and delivery notifications via the phone number saved in your profile.
- An invoice will not be included in the delivery.
Note: Please don’t add personal messages to the delivery instructions as they may not be seen.
Gift vouchers
Our downloadable gift vouchers are available for purchase here. Gift vouchers are valid for 3 years from the date of purchase.
Yes! Our downloadable gift vouchers are available for purchase here. Gift vouchers are valid for 3 years from the date of purchase.
Yes, we deliver to workplaces all over town!
Please be aware of our delivery hours – we cannot accommodate delivery window requests.
Metro Melbourne: 9am – 7pm
Inner-city suburbs: 9am – 5pm.
Check the map here.
A great trick for workplaces – create a recurring order to place 6 weeks of orders at one time!
Contact us with any questions or special delivery instructions.
Yes! If you are having trouble ordering online, please feel free to call or email us and we will happily assist.
If there’s a problem with your order, please contact us promptly and we’ll happily resolve it with you.
Please provide photos via SMS or email where possible.
Depending on the issue we can offer redelivery or a refund as appropriate.
Ordering
Order cutoff is 7pm* the day before your delivery.
*Note: Some made-to-order items will show an earlier cutoff time, for example most bakery products.
No, you can order as frequently or infrequently as you like – there’s no commitment.
Yes we have a $45 minimum for all orders.
A recurring order lets you schedule up to 6 deliveries in advance.
You can order weekly, fortnightly or both – for example, you may want a fruit & veg box weekly and your eggs every fortnight.
You can choose to ‘pay now’ or ‘pay as you go’ at the checkout.
- When adding an item to your cart, tick the ‘Recurring Order’ checkbox, then click ‘add’
- In the next window, choose how many items and how frequently you want them.
- Repeat this process for each item you add to the recurring order.
- At the checkout, choose to either ‘Pay Now’ or save your card details to choose ‘Pay As You Go’.
Note: Each delivery must meet the minimum order spend of $45.00.
Once you’ve checked out, your orders will appear on your profile under My Orders > Upcoming Orders. Each order can be edited separately until 7pm*, the day before delivery.
*Note: Some made-to-order items will show an earlier cutoff time, for example most bakery products.
Yes, you can cancel your order any time before 7:00 PM* the day before your scheduled delivery.
The cancelled order value or item value will be added to your Fair Food account balance as store credit. To request a refund to your card, please contact the Customer Service team.
*Please note: Some made-to-order items (such as bakery products) may have an earlier cutoff time, which will be shown when you place the order. After these times, cancellations are no longer possible.
For more details, you can check the full Refund Policy.
We offer a range of products with low or no gluten, as well as dairy free alternatives and a Low FODMAP Fruit & Veg Box
We encourage you to read the ingredients listed for each product before purchasing, you can access this information by clicking ‘more info’ at the end of each product description.
Pantry items that are packaged in our warehouse may contain traces of nuts.
If you have any questions in regards to allergies, please contact us – we’re here to help!
Organic and IPM Fruit and Veg
Organic fruit and veg is grown with environmentally sensitive practices, without harmful synthetic pesticides and chemicals.
Our range includes certified organic and biodynamic farms as well as a few small-scale growers who are not certified.
This growing practice:
- Prioritises soil health and farm biodiversity for strong, resilient plant growth.
- Values the true cost of growing high quality fruit and vegetables throughout the seasons.
When shopping, look for the leaf!
Read more about What We Deliver and Why, our Growers and Makers, or find out more about certified organic produce.
IPM stands for Integrated Pest Management, a more holistic approach to conventional farming where the wider ecological interactions on farms are considered.
This growing practice:
- Encourages and protects beneficial insect species, like ladybirds, to control insect pests and minimise chemical inputs.
- Is not organic but is less reliant on pesticides and chemical sprays.
- Offers a cost effective alternative to our organic range, with a lower environmental impact than conventional produce.
When shopping, look for the ladybird!
Read more about IPM fruit and veg or our Growers and Makers.
Organic growers do not use ethylene inhibitors/glazing agents to extend the shelf life of their produce.
- Certified organic fruit and veg is produced according to the National Standard for Organic and Bio‐Dynamic Produce. You can find detailed information about products permitted during production in the appendices, page 48-51.
- To gain and retain a certification, farmers must regularly pass laboratory testing on soils and produce to ensure they’ve adhered to the National Standard.
- Our small-scale organic growers who are uncertified do not use these products.
IPM growers may use ethylene inhibitors/glazing agents to extend the shelf life of their produce.
- We’ve selected farmers who’ve committed to more sustainable IPM farming practices, but chemical inputs are still used if/when required to manage pests.
- We’re unable to provide information on which products (if any) have been treated with ethylene inhibitors/glazing agents to extend their shelf life or which type of agents they use.
All growers (including IPM and organic) must comply with Food Standards Australia New Zealand (FSANZ).
To select your own fruit and veg items, add anything you like to your cart and we’ll pack it all up together for you.
If you are choosing one of our Fruit and Veg Boxes – these are not customisable. See below for more info.
Fruit and Veg Boxes
You select the box, we select the fruit and veg.
Our Fruit and Veg Boxes provide a rotating mix of great value seasonal produce – catering to a range of household sizes and dietary styles.
Check the What’s In The Box guide to see our selections for the week – items may change depending on availability.
Sorry, our Fruit and Veg Boxes can’t be customised.
This allows us to pack more efficiently and respond to our local grower’s availability – resulting in great value each week.
Absolutely!
- Add extra items from our range of Organic Fruit & Veg, IPM Fruit & Veg, grocery and household essentials.
- Check out as usual
- We’ll pack it all up together and deliver.
Sure can!
Browse our Organic Fruit & Veg, IPM Fruit & Veg, grocery and household essentials to create your unique box of goodies.
Hot tip: Create a recurring order to receive your selection regularly.
Yes, our recurring order function lets you schedule up to 6 deliveries in advance.
You can order weekly, fortnightly or both – for example, you may want a fruit & veg box weekly and your eggs every fortnight.
Find steps to placing a recurring order here.
We have a selection of both Organic and IPM Boxes available. Read more info on our range here.
Fair Fizz
Fair Fizz cylinders are compatible with all soda makers, excluding Sodastream Quick Connect & Philips models.
Yes, we accept trade-ins.
Please note: Be sure that your machine is compatible with our cylinders before ordering a trade-in. Fair Fizz cylinders are compatible with all soda makers, excluding Sodastream Quick Connect and Philips models.
A trade-in allows you to trade another branded gas cylinder (Soda Stream, Soda King, Aark etc) for a Fair Fizz one.
We collect your trade-in cylinders and return them to the appropriate company so that they don’t end up in waste, but we don’t receive any reimbursement back for the returned cylinders.
A refill allows you to swap your empty Fair Fizz gas cylinder for a replenished one
When you place your next Fair Fizz order:
- Choose the number of refills you’d like and check out as usual.
- Leave your empty Fair Fizz cylinder out for our drivers to collect – we’ll send you a text as a reminder!
- When the delivery arrives, the driver will drop off your full cylinders and collect your empties at the same time.
If you wish to return Fair Fizz bottles without a refill, you can do so at CERES Grocery, or by contacting us to arrange collection.
Contact us as soon as possible, and we will arrange for your cylinder to be collected on your next delivery.
No. Fair Fizz does not operate within a deposit structure, so we don’t reimburse customers for returned cylinders.
Approximately 60L.
Returnable packaging
We’d love to reuse our packaging as many times as possible. Please leave it out for us to collect with your next delivery.
We can take back:
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Branded Fair Food boxes (please flatten gently)
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Cooler boxes, insulated envelopes, freezer packs (the water bottles)
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Other branded cardboard boxes we’ve delivered items in
Any cardboard that’s too worn out will be recycled in our warehouse.
You can read more about our current packaging practices and returnable items here.
Our very own fizzy water – without the single use plastic!
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New Cylinder – start fresh with Fair Fizz.
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Trade-In – swap another brand’s cylinder for Fair Fizz. Works with all soda makers (except Sodastream Quick Connect)
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Refill – $12.95! Please leave your empty Fair Fizz cylinder out for our driver to collect on delivery day.
Get more info on Fair Fizz here.
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Refrigerated items arrive in Fair Food insulated envelopes and cooler boxes.
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Everything is packed in our cool room to stay fresh.
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Frozen water bottles are included to keep items chilled.
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All packaging used to keep your items cool can be returned for reuse.
The packaging levy helps us provide future-focused, sustainable packaging that can be reused many times over. Thanks to your contribution, we can deliver groceries in:
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Cardboard boxes
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Eco-cello bags
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Insulated coolers and pouches
Together, we’re building circular systems that cut waste and reflect our values for a fairer future.
How it works:
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A $2 levy applies to every delivery.
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Recurring orders paid upfront also include $2 per delivery.
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The levy is added to your cart before delivery fees or minimum spend are calculated.
Delivery
We deliver to households right across Melbourne, six days a week.
Use our handy postcode finder to see if we deliver to you.
We deliver Monday – Saturday
- If you’re not home, our driver will leave your order in the safe spot you’ve listed in your delivery instructions.
- Please be specific when describing your safe spot.
- You’ll get a text confirmation once your order has been delivered.
Sorry, we don’t offer pick-ups. Fair Food is an online delivery service, bringing groceries straight to your door – with free delivery on orders over $75.
If you’d like to shop in person, you can visit other CERES enterprises:
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Joe’s Market Garden – farm-gate market every Saturday morning
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CERES Grocery & Bakery – open 7 days
- Our delivery fee is $8.95 for orders under $75.
- We offer free delivery for all orders $75 and over.
- A $2 packaging levy applies to every delivery.
How we prepare for high temperatures:
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Extra frozen bottle added to insulated coolers and pouches when it’s over 28°C.
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Refrigerated vans kept at the coldest possible temperature.
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On hot days, we may utilise our white broccoli boxes (we receive our broccoli in these and they’re very insulative) – please leave them out for collection, we’ll reuse them to avoid landfill waste.
What you can do:
- Can we leave your order somewhere out of the sun? Update your delivery instructions with a message for our drivers.
- Bring your groceries inside as soon as possible – could a friend or neighbour help if you’re not home?
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Consider changing your delivery date if a hot day is expected. Edits can be made before 7 pm the day before delivery.
- Refresh produce in a cold bath after a hot day – especially leafy veg. Leaves love to rehydrate in a sink of clean cold water before storing. Head to our Storage Guide for more info.
Payment
If your payment fails at checkout, please contact us as soon as possible and we will do our best to have your order reinstated.
- Orders are finalised and payments processed at 7pm the day before your delivery is scheduled.
- Once processed, your invoice will be emailed to you.
Pay Now to pay up front, in full
Pay As You Go will charge the card saved to your profile at 7pm, the evening before each delivery.
This option will only be available when you:
- Have more than one order booked or place a recurring order
- Add items to an order you already booked
You can pay for your order through our secure website using a credit card or debit card.
Sorry, we don’t accept AMEX, PayPal, bank transfer or cash.
Other
If a particular variety becomes unavailable, we’ll substitute it for something similar to be sure you’re not left without. And we’ll always notify you by email. We might need to send Nicola potatoes for Dutch Creams, for instance.
If an item becomes completely unavailable on the day (due to a farming emergency, weather event or supplier difficulty), we will credit your Fair Food account for future purchases.
Store credits are applied automatically next time you shop – they 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. Our store credits are instant and always ready for your next purchase but of course, we can process a refund to the bank card used for payment upon request. This can take 3-5 business days depending on your bank’s processing times.
- To redeem your gift voucher, simply use the voucher code in your cart at the time of checkout.
- You can use your voucher amount over multiple orders.
CERES members receive discounts at many CERES social enterprises, however we are unable to offer a further discount here at Fair Food. We work hard to provide great value groceries for all customers.
100% of our profits (yes, all of them!) are reinvested to support CERES, a registered charity, growing organic food, restoring ecosystems, and creating spaces where people reconnect with nature and each other.
Well hello, we’re so glad you found us. Fair Food came to life in 2010 and we’re more excited than ever to do what we do. Jump over here to read more about our story!
