Frequently Asked Questions

If you have a question about shopappy – you are probably not alone! Here are some of the most frequently asked questions. If you do not find what you are looking for here – then please email us [email protected]

    Once I have ordered my goods what happens next?

    When you have made your order and chosen when you want to click and collect or have delivered, you should receive an email to confirm your order. You can keep it on your phone or print it out so you can use it when you collect or receive your items.

    The shopkeepers receive your order information and contact details so that they can label your products and pack them for you.
    If you have chosen click and collect at a single point, then they will receive confirmation of the shops who are packing your order and your contact information. If you have ordered for delivery, the delivery partner will receive information on your order and location so they can drop your items off on the day you have selected. If you have ordered items to be posted, the shopkeeper will send them to you and they should arrive typically within 5-7 days

    How can I pay for my goods on

    You can pay for your goods on a debit or credit card. If you would rather not, you can save your shopping list and go to your local shops and businesses  to buy the products in person instead. You can also make bookings on the site, or ring the businesses directly. In some places there is a delivery charge which means that even if you only buy one product online, you are helping two local businesses.

    How do I contact the shops if I cannot do click and collect or delivery?

    If you are collecting your products from the shops you visited online, then you can find their phone numbers on their shop information and you can call them directly. If you are collecting from a single collection point, then you should call the single collection point directly. If you have purchased fresh food, they can only be stored for up to 4 hours from when the packages were dropped off. If you cannot collect your goods, you can arrange for someone else to collect these goods for you. They will need to bring ID, a note from you to confirm they are collecting on your behalf and a copy of the order confirmation. If you have ordered a delivery, the contact information for the delivery partner is located on your order confirmation email.

    How does click and collect / delivery work?

    When you order your goods, each shop packs part of their order for you so that you can collect it at the time you select when you check out. If you order by 12 noon, the orders can be ready on the next day. If you wish to click and collect from a single point, you can pick up from the click and collect point the next day too. They will then be gathered together so that you can pick them up together. You can of course choose to click and collect in advance up to four weeks ahead if that suits you better. For delivery, your items are collated and dropped off to you. In some cases businesses will deliver their items themselves so orders may not arrive all at once.

    Are there any jobs with

    If you feel passionate about our cause to help your local businesses, do get in touch- we offer paid and voluntary roles for people who care about their local areas.

    Where is my local click and collect point?

    You will find the information about your local click and collect points at the check out


    Can any kind of shop register for

    Only your local shops or services  can be part of is designed to support local businesses so that they can compete with the bigger companies. We campaign hard to level the playing field so that more people like you spend locally because where you shop matters.

    Can I order items if I am under 18?

    No, as the site sells alcohol, you can only pay for and pick-up goods or have them delivered if you are over 18. ID will be checked on delivery or collection

    Is there a charge for the click and collect at a single point?

    There is no charge for collection. There are typically charges for delivery which means that even if you buy one product, you support two businesses.

    Why do I need to log in when I just want to check-out?

    The log-in is needed in order to authorise payments. You can choose if you do or don’t want to store your information. If you store it, it means you can save shopping lists and get to where you need to more quickly. You can also opt in to receiving information that we will send from time to time about news and offers in your area.

    Is my data secure when I pay by card or give you my address?

    The data and card information is processed by Stripe and these companies maintain secure systems that have systems to protect data. For more information on this, please refer to the sections on payment processing in the customer terms and conditions.

    Can I advertise on

    If you are interested in advertising, there are opportunities. We prefer to give those opportunities to members of shopappy first. To discuss requirements, please contact [email protected]

    What do I do if I am not happy with the service or products?

    If you are not happy with what you have purchased, we are sorry to hear that. As this is about your local town, you need to speak to the shop or service directly about your complaint. Telephone numbers and/or email information is visible on their business profiles. Please do let us know as well so we can help you to contact the business Each business has different refund policies, so you will find these on their profile information. If you are unsure what to do, please email [email protected] and we will do our best to help you. Full customer terms and conditions are available here.

    My friend wants shopappy to be in her town, what should she do?

    She should join the cause! Customers as much as shopkeepers can make the changes we need in our local towns. Ask her to email [email protected]

    I sell things but I don't have a shop, can I be on

    If you have a shop in a building you can be part of or if you do a pop-up or occasional market stall - if you sell things from your home, there are many other sites you could use to sell your goods. You might also see if some of the shops on might be interested in selling your products in their shops. Many local businesses  are big fans of local suppliers. Get in touch with us or them directly. If you are a home-based service, artist, self-employed, events planner etc, then you can join too.

    Are the photos you use of actual products?

    Some are and some are not. The images are for illustration purposes and some are taken from a stock photo library. Photography is such a special skill. On shopappy you will see a real range of photos and styles, just as you do in your towns.

    How do I get in contact with

    You can email [email protected] – We have not got a phone contact as yet. If you want to get in touch with local businesses, visit their shops where you should see their contact information.

    What is your refund policy?

    You can find our refund policy in the customer terms and conditons and customer help section. The most important thing to know is that shopappy is not responsible for refunds. You can request refunds from the individual businesses on shopappy, and all of our businesses have their own refund policies. However we can activate refunds from vendors to you. We encourage you to speak to them first as they are small businesses, may be local to you and are easy to contact. If you can't get in touch, just email us on [email protected]

    How do you keep things cool for click and collect and delivery?

    The click and collect points have refrigeration and shops advise them how to store your items.  Where possible we work with delivery partners who offer refrigeration or other facilities for keeping food items cool, although we cannot guarantee this.  Each vendor will make their own decision about whether to list products for click and collect or delivery and they will make sure the items are packaged appropriately. 

    Why can't I click and collect my goods or get them delivered on particular days

    Sometimes a vendor may not be open on the day you place your order, or the day you want to collect the items or have them delivered.  Similarly, a click and collect point or a delivery partner may not be operating on specific days.  The ordering system will not provide the options for days when the vendor, the click and collect point or the delivery partner are unable to fulfil the order.

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