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.

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.

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.

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%.

Your order is sent on a next-day service, to be delivered before 17:00.

It will be collected from our warehouse in Essex at around 16:00 and arrive with you 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.

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.

© 2017 My Exotic Fruit