FAQs
Q: How to calculate the shipping cost, how can I get free shipping?
A: There is a discount on the shipping fee, and it can be free of charge. Please refer to the shipping calculation table below:
| Consumption | freight |
|---|---|
| £0-£9.99 | £5.99 |
| £10-£19.99 | £4.99 |
| £20-£29.99 | £3.99 |
| £30-£39.99 | £2.99 |
| £40-£49.99 | £1.99 |
| £50 | free shipping |
Q: When will my order be shipped out?
A: Stellar Premium delivers goods every Monday to Friday (except Bank Holidays and statutory holidays). When you place an order, the system will prompt you with the arrival date of the order.
Stellar Choice entrusts DPD logistics company for delivery. Orders are placed before 13:00 every Monday to Friday (except Bank Holidays and statutory holidays), and they will be shipped on the same day and delivered on the next working day; in order to ensure food safety, frozen products Orders placed after 13:00 noon on Thursday to Sunday will be delivered on the next Monday. Please be sure to receive the goods on Tuesday.
Q: Can I track my order?
A: You can select 'Logistics' in your account to track. In the early morning of the delivery day, you will receive a text message and email to inform you of the 1-hour delivery window time of the day. If your time is not convenient, you can also choose to leave the package in a safe place and go to the cooperative store to pick it up (please contact our customer service to confirm whether your package weight and volume support the cooperative store’s pick-up policy), collect it on your behalf, or choose another day send again. Occasional delays in delivery may occur due to extreme weather or irreversible contingencies.
If your apartment has a front desk, the logistics company will leave the package at the front desk, and you can pick it up when you go home; if you live in a House, the logistics company can put the package in a safe place and take pictures (you need to choose leave at safe place ), you can get the package when you go home.
Q: Can I modify the delivery date?
If you need to modify the delivery date, please be sure to contact our customer service to modify it.
If your package contains frozen products, please be sure to contact our customer service to modify the delivery date before 13:00 on the delivery date of your order. We will take back the package to be sent and repack it according to your requested date to ensure freezing product quality.
Q: After I placed an order, I suddenly found that I forgot to buy something, can I add an order?
A: As long as your package has not been shipped, it is possible:
You can contact WeChat customer service to place an order. We will recalculate your postage based on your final order amount and refund the excess postage to you.
Q: When do you usually have promotions?
A: British Stellar Mouse has promotions every month. Please pay attention to our WeChat public account, we will push you the latest news.
Q: How do I return or exchange a product?
A: You can find relevant information in our website terms. The Stellar team attaches great importance to quality control and will definitely eliminate quality problems in the bud.
If the goods are damaged due to our packaging mistakes, please contact our team, and we will give you a full refund of the goods after the investigation is clear.
If you are not satisfied with the goods you received, please send them back to us within 28 days without opening the package, and we will give you a full refund of the goods after we receive the goods and check them.
British Red Squirrel has the final right to interpret the return policy. If you find any doubts, please feel free to contact our customer service staff.
Q: Where is the delivery area of Red Squirrel Supermarket? Do you deliver on weekends?
A: Stellar Supermarket adopts DPD Group logistics, and its regular delivery covers the main island of the UK: England, Wales, and the Scottish lowlands.
Northern Ireland, the Isle of Wight, etc. are not part of the main island of the United Kingdom or some cities in the Scottish Highlands and Islands are not part of the regular delivery area.
If your address is beyond the regular delivery area, the system will automatically add a surcharge based on your address zip code, you can also consult our customer service.
Q: Is there any additional charge for frozen food transportation?
A: If the consumption of frozen goods exceeds £6, a total of £0.99 will be added for the insulated box + environmentally friendly refrigeration ice pack; if the consumption of frozen goods is less than £6, a total of £3.99 will be added for the insulated box + environmentally friendly refrigeration ice pack.
Q: How long can frozen food keep?
A: After repeated tests, the exclusive frozen packaging solution of Red Squirrel Supermarket has maintained a subzero temperature for 30 hours in different weather conditions.
Please be sure to sign for the package on the second day after delivery. Unfortunately, we will not be able to guarantee the product status of frozen packages received after the due date.
The Red Squirrel team will continue to strengthen the thermal insulation effect of frozen packaging, and strive to give you the best shopping experience.