Innovate Blog


An answer to the most frequently asked questions. If you don’t find what you’re looking for here – please contact us and we’ll do everything we can to help you.

  • What is the minimum order value for free delivery?
    • For national customers this will depend upon the contract agreement with your head office. For most regional customers the minimum order value is £100 to qualify for free delivery.

  • What is the cut-off time for placing orders?
    • The cut-off time for placing your order on your scheduled order day is 5pm by phone or 4pm online. If you are a customer and you don’t have an agreed scheduled order day, when you place your order via phone before 5pm on day one – you will receive your order on day three.

  • What happens if I need to return some products?
    • If for any reason you receive the wrong products on your order, or the products you received are damaged or faulty, we’d ask you to contact us as soon as possible. Dependent on the exact circumstances, we’ll arrange for your goods to be picked up at the time of your next delivery, and for a credit note to be raised to the value of the wrong or damaged products.

  • I can’t find a product I’m looking for?
    • As market-leaders, we have a huge range of catering disposables, food packaging and hygiene products in-stock and available to purchase – so we’re confident we’ll have what you are looking for.  Check out our category e-brochures on this website to view our core-range or request a copy of our 188-page printed catalogue. If for any reason, you still can’t find what you are looking for– feel free to contact us and we’ll be happy to help.

  • Can I open a credit account?
    • Many of our customers are credit account customers. The main benefits of having a credit account is that you can pay by direct debit, and you can request a login to order via our e-commerce solution. Customers filling in a New Account Proposal Form are asked if they’d like to pre-pay by card or open a credit account – credit account set-up is dependent on a successful credit check.