FAQ

ANY QUESTIONS ?

Please call us on 07889 740335 or 01277 809810 if the answer to your question is not listed below.

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.  07889 740335/01277 809810

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 I have purchased is sold by weight, how many pieces of fruit will I receive?

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.

FRUIT

Will the exotic fruit be fresh and arrive in good condition?

When the exotic fruits leave our warehouse they are in perfect condition. We receive shipments on multiple days each week meaning the fruits are as fresh as possible. 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 see below for what you should do.

How to report a problem with an item in my order

Please email a picture of the item in question within 24 hours of receipt, to info@myexoticfruit.com. 


Please refer to our refunds policy below.


If a claim, with photographic evidence, for a damaged item is made by email (to info@myexoticfruit.com) within 24 hours of receipt we will refund or replace goods on the following basis:


If you find an item is damaged on receipt but still remains edible we will either refund you 50% of the value paid for the item or offer the affected item free of charge in your next order as a replacement.


If you find an item is significantly damaged on receipt and is no longer edible we will refund you 100% of the value paid for the item or offer the affected item free of charge in your next order as a replacement.


If damaged items are reported to us more than 24 hours after the parcel arrived with you, this means we will be unable to recoup any of our losses from our suppliers or the courier company, and as a result we cannot guarantee that we will be able to resolve the matter in your favour so please do report any problems swiftly.

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

info@myexoticfruit.com


07889 740335

or

01277 809810


OUR MINIMUM SPEND IS £12.50

(EXCLUDING DELIVERY) 

DELIVERY  LOCATIONS

All of our goods can be delivered to any UK address.


Only dried goods can be delivered to addresses outside of the UK.

FOLLOW US

WE ACCEPT

Debit/credit card or manual bank transfer. 

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

BANK

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