FAQ

CACAO PODS

Comparable to Soursop and Mangosteen. Sweet but with a citrus, pineapple and passion fruit-like sour after taste. Used to make confectionery, ganache and chocolate.

The first Europeans to encounter cacao were Christopher Columbus and his crew in 1502.

FREQUENTLY

ASKED QUESTIONS

 

Please call us if the answer to your question is not here.

QUESTION

ANSWER

 

 

What do you sell?

We are the UK's leading online retailer of exotic fruit. We predominantly sell fresh fruits but you can also find frozen fruits and some exotic fruit products in our online shop.

Is everything you sell suitable for vegans and vegetarians?

Everything we sell is suitable for vegetarians and around 99% of our current stock is suitable for vegans. Correct as at October 2017.

We strongly believe in a vegan diet, being better for our health and for our planet.

If you need to check the ingredients of any of our products please let us know.

How do I buy the exotic fruits?

You can buy the exotic fruits in our online shop. Please follow the link below. www.myexoticfruit.com/onlineshop. You may also place orders by email and telephone.

How much do the fruits cost?

All prices can be found in our online shop. Please note, they are market prices and subject to change throughout the seasons.

How can I pay?

You may pay for your order by either debit/credit card or manual bank transfer.

If you opt to pay by bank transfer, please send the payment to our account as soon as possible after placing your order.

Our bank details can be found on your order confirmation which you will receive by email.

Your order will not be dispatched until we have received payment.

If you wish to collect your order from us, you may also pay by cash, however we may ask for a deposit.

We can accept Paypal but this is subject to a 3% surcharge.

What happens if I place an order on your website and don't pay?

Orders aren't dispatched until payment has been received. We will keep your order live for 21 days after which point, if payment still hasn't been received, it will be cancelled.

ORDERS

 

How long will my order take to arrive?

Our aim is to dispatch orders within 3 working days of payment being received. Occasionally this is not possible due to the nature of our rare fresh produce.

Can I cancel my order?

Unfortunately it is not possible to cancel your order once it has been placed.

This is because sometimes we source the fresh fruits from our suppliers after you order and if you cancel it can lead to us making losses.

We can accept cancellations for orders that contain dry goods/drinks/frozen goods only.

We can sometimes offer the option to postpone a delivery to a later date.

Can I make a pre-order?

Yes of course. You can order at any time and ask us to deliver in the future.

This is common when customers order Christmas gifts or birthday presents etc.

However, we can't guarantee the availability of fresh fruits in the future. There are multiple factors that affect the supply of fresh produce. Many of which are out of our control. If you place a pre-order and then a fruit becomes unavailable at the time of dispatch, we will of course refund you for the missing portion of your order or offer a substitution.

What will happen if a fruit becomes unavailable?

If we expect a fruit to become unavailable, we will mark it as out of stock in our online shop as soon as we can. Sometimes fruits become unavailable unexpectedly. If you order a fruit then it's unavailable, we will email or text to let you know and offer either a refund or substitution for the missing fruit.

How will my order be packed?

Your order will usually be packed in a cardboard or polystyrene box. Soft fruits will be packed individually in foam pouches or bubble wrap.

Currently, we do not purchase any packaging. As a way to reduce our impact on the environment, we re-use all the packaging we receive from our suppliers. We also work with local businesses and re-use the boxes they would usually dispose of.

Some fruits may be wrapped in cling film. We use only bio-degradeable cling film.

I have been sent the wrong fruit, what can I do?

Please let us know within 24 hours of receiving your parcel and send us photographic evidence. We will either send the correct fruit to you or isssue you with a refund. Our staff in the warehouse have great knowledge of exotic fruits and lots of experience packing orders so it's very rare for this to happen!

The fruit is sold per kilogram, how many fruits will I get per kilo?

Every fruit is different and size can vary throughout the seasons. The best thing to do is call us and we will update you on current fruit sizes.

DELIVERY

 

How will my order be delivered and where do you deliver to?

We use a very reliable courier company called APC. We have sent thousands of parcels with this company and their success rate is over 99%.

Our aim is to dispatch orders within 3 working days of payment being received. Once your order is dispatched, it is sent on a next-day service, to be delivered between 08:00 and 17:00.

It will be collected from our warehouse in Essex at around 16:00 and should arrive with you, anywhere in the UK, the following day.

Once it has been dispatched, you will receive an email with the consignment number so you can track the order on the APC website. https://apc-overnight.com/

APC deliver in the United Kingdom.

 

The delivery charges are as follows;

£5.95 for less than 6kg.

£7.95 – Baskets and orders over 6 kilograms.

£10.95 – Orders over 20 kilograms.

£POA - Taxi Delivery

A surcharge of £11 is applicable for the below postcodes;

AB37-38, 41-45, 51-56, FK19-21, IV1-28, 30-37, 40, 52-54, 63, KW1-3, 5-14, PA21-39, PH16-26, 30-41

A surcharge of £16.20 is applicable for the below postcodes;

HS1-9, IV41-49, 51, 55-56, KA27-28, KW15 – KW17, PA20, 40-49, 60-78, PH42-44, ZE1-3

Northern Ireland Air Mail - 0-999g £20. 1kg to 9.99kg £25. 10kg to 14.99kg £35. 15kg+ £45.

 

Ocassionally, lightweight orders may be sent with the royal mail on a first class service..

What will happen if I am not at home when the courier arrives?

The courier is instructed to leave the parcel in a safe place at your address. If you track your parcel and it is recorded as delivered but you don’t have it, please ensure to look around your place of residence. Remember to look behind plant pots, bins etc.

Sometimes, the courier may not be able to find a safe place to leave your order. In this case, it may have been given to a neighbour. You should receive a card through your door notifying you of which neighbour the parcel is with.

As a last resort, the courier may take the parcel back to the depot. You will receive a card through your door. It is your responsibility to either arrange re-delivery or go and collect from the local depot. Please do this as soon as possible on the day of delivery as we cannot accept any claims if the order isnt re-arranged on the day of delivery.

Can I avoid the delivery charge and collect my order?

Yes, you are welcome to collect your order from us.

Orders for collection must be placed in advance, by email.

We are located in Billericay, Essex.

Approximately 50 minutes by car from Central London, 35 minutes by train.

FRUIT

 

Will the exotic fruit arrive in good condition?

When the exotic fruits leave our warehouse they are in perfect condition. Occasionally, whilst in transit, an order may be dropped or knocked, causing the fruits to bruise or become damaged. If your fruit is inedible/damaged, please email a picture of the fruit in question within 24 hours of receipt, to info@myexoticfruit.com.

We only accept any claims if sent within 24 hours of you receiving your order.

Will the fruit look perfect?

In recent years, supermarkets have pressured farmers to send nothing but cosmetically perfect fruits and vegetables.

This has lead many of us to expect our fresh produce to be blemish free.

Many of our suppliers in other countries do not share the same outlook and sometimes send us fruits which do not look 'perfect'.

For example, sometimes they can be misshapen, or an unusual colour due to lack of exposure to the sun. This will not affect the taste or nutritional qualities of the fruit.

How long will the fruit last?

As every fruit is different, we can't give an exact answer to this question. Many of our fruits will require further ripening at home and may not be ready to eat for a few days. Equally, some are perishable and will need to be eaten within 48–72 hours before they spoil. We won't send fruit out to you if it will have less than 2 days shelf life once it arrives with you.

Our frozen pulps usually defrost in transit (unless it's a particularly cold day) and we recommend that you use them within around 3–5 days. Being fruit, you may also refreeze the fruit pulps but this is entirely up to you. www.foodsafety.gov/keep/charts/frozen_food.html

Is the fruit organic?

We try to source organically wherever we can. In order to ensure a reliable and consistent supply of fruits we have to work with many different suppliers, all of whom use different farms to procure their stock. This means that it's quite possible that one day we might, for example, have organic mangosteen but the following day we may have received mangosteen from a farm that doesn't farm organically.

For up to date information about which fruits are organic, please contact us prior to placing your order.

Can I ask a question about a particular fruit?

We are more than happy to answer your questions. Our staff are very knowledgeable and have travelled the world in pursuit of exotic fruits so we should be able to answer your question. One of our employees has now tasted over 400 fruits –if it's worth having, he's had it! Almost, there are always new ones to discover. Next on his list, Peanut Butter Fruit!

Simply email your question to info@myexoticfruit.com or call someone in the warehouse. 07889 740335/01277 809810

OUR EXOTIC COCKTAIL BAR

 

How can I find out more about your mobile bar?

Please use the pages on our website which can be reached by using the menu at the top of this page. If you have further questions please call 07889 740335 and speak to our Bar Manager who will be happy to discuss your requirements.

What do you serve?

Primarily, we serve expertly crafted exotic cocktails and mocktails created from the rarest fruits we can find. We’re talking fruits that you and your guests will have never seen!

We can also provide a full bar service for you and your guests. This includes bottled beer, wine, prosecco, spirits and mixers, short spirits and soft drinks. We will do our best to bring any other drinks you specially request, however we may need you to pay for them in advance.

Where do you operate?

We will serve for you anywhere in the world. Sometimes we get requests to serve at events internationally. If we have to travel more than a few hours we will need to add a travel charge to your invoice to cover our additional costs.

How much does it cost to book your mobile bar and how do I book?

We don't have a set price structure as every event is completely different. Please send us an email with the following details and then we will provide you with a quote:

Date

Location

Start and finish time

Amount of guests

Amount of drinks required.

Bookings are made by email.

What happens if I cancel my booking?

Please see our terms and conditions below

Terms and conditions

Please pay a deposit of 50% of the total amount to secure the booking. The final 50% is due no later than 28 days before the event.

Prices are correct as of the date of invoice, however as we are dealing with fresh produce, market prices are applicable and can fluctuate. Therefore, if on the rare occasion we do need to change our prices, we aim to let you know no later than 28 days before the event. If any fruits we require for your event are unavailable due to seasonal or market availability we will inform you as soon as possible and offer suitable alternatives.

If a booking is cancelled less than 14 days before the event no refund is payable.

If a booking is cancelled more than 14 days before the event but less than 28 days, 50% of the total cost will be retained.

If you cancel the booking more than 28 days before your event, 15% of the total cost will be retained.

Please notify us as soon as possible if there are any changes to the event schedule. This includes timings, amount of guests or the work area we have been allocated. We make extensive preparations prior to events and any changes made on the day may mean we cannot perform to the best of our ability and may incur additional costs.

If parking charges apply at your venue please inform us and these will be added to your total.

We also need access to power for our small chest freezer.

We require 3m x 3m of floor space to set up our bamboo bar.

© 2017 My Exotic Fruit