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All of the most frequently asked questions in relation to Subscription Orders

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How do I add a new (Repeat Order) subscription item to my ongoing deliveries?

To add a new (repeat order) subscription item to your existing Subscription Delivery:

  1. Click “Add Product” in the red box 
  2. “Select” Chosen Product from our Product list – you can search for the item in the search bar or browse through the pages
  3. Choose your Quantity & Size of product if applicable (I.e 175g or 630g for mayonnaise)
  4. Ensure the “Subscribe & Save” option is chosen 
  5. Set your delivery schedule (2, 4 or 6 weeks) – if you want a different schedule please contact us. 
  6.  Confirm your next Charge Date (this is the date the next order will be placed). The default date will be your next delivery date, or you can use the calendar to set another date. Just remember that you must spend over £20 per delivery to get free UK delivery. 
  7. Once happy - Click “Add Product”. 

Your New Subscription Product will now be added to your Active Subscriptions. 

Can I add a “one-time” item to my next subscription delivery, so I don’t need to pay additional postage?

Yes, you can add a one-time item to any of your deliveries. One-time items are not on a repeat delivery and therefore will only be sent to you once. As they are non-subscription items, they will be priced at the RRP. To get a subscription saving on these items (add them as a repeat subscription item instead of a one-time). One-time items are great if you want to try something new, buy something for a friend or if you are unsure if you want to subscribe just yet.

To add a One-Time only Product to your next Subscription delivery:

  1. Click “Add Product” in the red box 
  2. “Select” Chosen Product from our Product list – you can search for the item in the search bar or browse through the pages
  3. Choose your Quantity & Size of product if applicable (I.e 175g or 630g for mayonnaise)
  4. Confirm the “One-Time Purchase” option is chosen rather than “Subscribe & Save”
  5. Confirm your next Charge Date (this is the date the next order will be placed). The default date will be your next delivery date, or you can use the calendar to set another date. Just remember that you must spend over £20 per delivery to get free UK delivery. 
  6. Once happy - Click “Add Product”.

You will find a full breakdown of your ordered Subscription and One-Time Products on the main portal page, or for a delivery breakdown see the “Delivery Section” Tab. 
Once your one-time product has been dispatched this item will then be removed automatically from your portal. 

How do I delete/cancel a Subscription item or all of my subscription items?

To delete a Subscription item from your Subscription:

  1. Head to the Portal Homepage where you can see all of your active subscriptions
  2. Find the product you would like to cancel and click “Edit product”
  3. Scroll down page and you will see “Cancel this item’s subscription”, click this to cancel item
  4. Choose why you are Cancelling and click “Proceed”
  5. Confirm by selecting “Cancel Subscription”

Your selected Product will now be cancelled from your Subscription Orders. 
Please note that if an order has already been placed, we will be unable to cancel an item on that order. This will only cancel this product from future orders. 
If you want to cancel all items on your subscription, please use the steps above for each product. 

How do I delete a One-Time product from my upcoming order?

To delete a One-Time Product from your upcoming order:

  1. Head to the subscription Portal where you can see all of your active one-time products
  2. Find the product you would like to cancel and click “Edit product”
  3. Scroll down page and you will see “Cancel item”, click this to cancel item

This One-time product will now be removed from your upcoming delivery.  
Please note that if an order has already been placed, we will be unable to cancel an item on that order. This will only cancel this product from future orders. 

How can I change my payment card?

To change your Payment Card for your repeat Orders: 

  1. Find “Billing” in your information options on the portal homepage and click “View/Edit”
  2. Scroll down to “Card on File” – click “edit”
  3. Update Card information and click “Update Card”

Your card information will now be updated for all future subscription orders.  ​​​​

How can I change my delivery address?

To change you address in your Subscription Account: 

  1. Find “Addresses” in your information options on the portal homepage and click “View/Edit”
  2. “Edit” and update your Shipping address
  3. Click “Update”

Your Shipping address will now be updated for all your upcoming Subscriptions.

How can I change my next order date?

I would like to change the date of my next order for all products. Can I do this on the portal myself? Yes, you can!
To change your Next Order Date: 

  1. Find the Product you want to amend the order date of and click “Edit Product” 
  2. In grey box Click on “Next Order Due” 
  3. Choose the new date on the calendar that you would like your product order to be placed on
  4.  Click “Update Next Shipment Date”

If you have other Products associated with this order remember to adjust each product date separately. All orders must be over £20 for free UK delivery.  

I have too many of one item, can I Skip an Item on my next order?

To Skip an Item in your next Subscription Order: 

  1. Find the item you would like to skip and click “Edit Product” 
  2. In the grey box choose “Skip Shipment” (your next order date will be confirmed in a pop-up box)
  3. Confirm “Skip”

Your Item will now be skipped from your next delivery and will restart on the date provided. Please note that all orders must be over the value of £20 for Free UK delivery. To view your delivery schedule, choose “Delivery schedule” on your portal homepage to see your order total, shipping and skipped items all in once place. 

How can I edit the frequency of orders for an Item?

To edit the frequency of orders of a subscription Item:

  1. Find the product you want to edit the frequency of deliveries and click “Edit Product” 
  2. In the grey box choose “Frequency” and confirm either 2, 4 or 6 weeks 
  3. Click “Update”

Your order Frequency will now be updated. Should you wish to change the date of your next order as well as the frequency please see our FAQ on “How can I change my next order date”.
Please be aware that all orders must be over the value of £20 for Free UK Delivery, to check the value of each order head to the “Delivery Schedule” section on the Subscription Portal Homepage. 
If you would like other Frequency timings, please email us at the realfood@hunterandgatherfoods.com email address and we will be able to assist. 

How can I change the quantity of an Item?

Example: I really liked a product on my last order and I would like to increase from 1 to 2 of these on each of my subscription orders.  
To amend the Quantity of an Item you have on Subscription: 

  1. Find the item you would like to amend the quantity of and click “Edit Product” 
  2. In the grey box choose “QTY” and edit your quantity by pressing on the + or
  3. Click “Update” to finalise

Your Quantity of the Product will now be updated for all future orders.