ABOUT GOPUFF
What is Gopuff?
We deliver groceries, alcohol, home essentials and more. Ordered to your door - or wherever you are - in minutes! Whether you need paracetamol, that one ingredient you didn’t realise you were missing half way through cooking, your visiting friend’s favourite wine, or one of the other 4,000 products we stock across hundreds of locations, we’ll get it to you within minutes, all at the press of a button.
That’s what we call the magic of Gopuff.
I want to order! How does Gopuff work?
You can order online on our website, or through download the Gopuff app.
The Gopuff app is free to download for iOS and Android devices through your App Store or you can order online at www.gopuff.com/gb.
Simply create an account using the Gopuff app or online at www.gopuff.com, add everything you need to your basket and check out. We accept credit and debit cards, Google Pay, Apple Pay and PayPal.
Your order can be at your door in less time than it takes to finish the next episode of whatever show you’re binging.
What locations are Gopuff available in?
Gopuff is available in major cities across England and Wales, see the full list below.
London
Birmingham
Bristol
Cambridge
Cardiff
Coventry
Derby
Leeds
Liverpool
Manchester
Newcastle
Nottingham
Salford
Sheffield
Swansea
Enter your address in the Gopuff app to see if we deliver to you. We're currently available in lots of UK towns and cities, as well as the United States! Your account works in all of our locations, so no changes are needed when you go on holiday!
What are Gopuff’s opening hours?
We operate 24/7 in many locations, and are open late everywhere else. Whether it’s Christmas Day, New Years Day, or a bank holiday… We’re open and delivering.
How long does delivery normally take?
Gopuff delivers in about 30 minutes. You can see an estimated delivery window on the main page of the app when placing your order. However, traffic, weather and other events may affect your delivery time. If we expect any delays, you will notice a banner on the checkout page advising of this.
Can I order alcohol and tobacco products with Gopuff?
For customers aged 18 and up tobacco products (like cigarettes and vapes) and alcoholic beverages (like IPA beers, processco, vodka, and a variety of wines) are available to order on the Gopuff app. Check the app or order page and enter your address to confirm what products are available in your area.
Customers ordering alcoholic beverages must provide a valid ID at time of receipt. All orders containing age-restricted items, like alcohol, tobacco, nicotine, and CBD, require a valid ID. If your ID cannot be validated at the time of delivery, your order is non-refundable. Your order total includes any fees, taxes and tips.
How much does a Gopuff delivery cost?
Delivery Fee
Our delivery fee is £1.99, and we don’t surge or hike prices. (Yes, you read that right.) FAM subscription members pay no delivery fee.
Priority Delivery
For an additional fee of £2.49, we will prioritise your order and pack it first to be delivered in as little as 11 minutes. Once packed, it will be added to the top of the riders' list of deliveries. Please note this option won't always be available, you can check once through to the Checkout page under Delivery Details.
FAM subscription
A monthly subscription is charged at £5.49, or save even more with our yearly subscription which is currently £54.99 billed annually.
The FAM membership is a subscription service that gives customers many benefits, such as free delivery - so that you don't get charged a delivery fee each time you place an order. As a FAM member, you will receive several other benefits, including but not limited to FAM prices and promotions exclusive to FAM members only.
Join the FAM via the Gopuff app.
Does Gopuff have an order minimum?
There is no minimum order amount required for a Gopuff order. However, Gopuff may charge a Small Order Fee (SOF) for orders below a certain basket value.
Small Order Fee
The Small Order Fee is a service charge that supports the conditions of delivering a small order value. A small order fee of £4.99 will be applied for orders below £12.50 and £1.49 for orders below £15.
Kindly, add more products to your basket to remove this fee.
Tobacco products are exempt from the Small Order Fee calculations. Products this applies to: Rolling tobacco, cigarettes, Heets (heated tobacco), cigars and cigarillos.
Products this doesn't apply to: Vapes, nicotine pouches (e.g. Nordic, Velo etc.) and tobacco accessories (e.g. lighters, rolling papers, filters etc.)
Can you pay Gopuff with cash?
Gopuff no longer accepts cash payments.
Can I schedule my delivery in advance?
Yes!
Once at the checkout page, you can book a particular date and time for your order. Rather than receiving it ASAP, you can select the option to ‘Schedule for later’ > Pick a date and time > Confirm your order by clicking ‘Place order'.
Please be aware that we are unable to start packing an order ahead of the selected timeslot, therefore, if you are unable to receive your delivery within the chosen timeframe or wish to receive it earlier, you will need to cancel the scheduled order. If you would like to cancel, you can do this at any time before it is dispatched via our app or by contacting customer support. You can contact our Customer Service team via Live Chat anytime on our app, go to Account > Help > Chat with Support.
Can I send a Gopuff order to someone else?
Yes. Gifting an order is a feature available that you can utilise. After you have placed the items in your cart, on the Bag page you can select ‘Make this order a gift’ > then select the address, enter the recipient’s details & add a gift message! Once done, select ‘Save’ to go back to the Bag page to review and Checkout. Once the order is place, the recipient of the gifted order will receive a text message but only the sender can track the order live, make any changes to the order and contact customer service regarding any order issues or queries due to GDPR legislation.
While you certainly can send an order to someone else, we would encourage you to use one of our amazing gift cards, which you can purchase in-app and have delivered to the recipient's email address. You can also use Gopuff's great Referral Program to introduce new customers to the brand. Not only will you give them a great discount on their first few orders, but you will get great rewards as well.
How Aldi Price Match Works
Aldi matched products are checked every week to GB Aldi online, against our prices for the same or equivalent products. The comparison does not include any discounts, multi-buy offers or other personal discounts such as product vouchers, staff or NHS discounts.
Gopuff retail prices will be the same or cheaper than Aldi for the products in the campaign. In some instances prices are pro rata to account for different pack sizes.
All products are subject to availability. Gopuff may amend, add or remove products to the campaign at any time.
The campaign is limited to the Gopuff app only and will not be matched on any other delivery platform. Delivery and/or small order fees may apply.
For full terms and conditions and a full list of matched products, click here.
How do I redeem a promo or coupon code?
Some of Gopuff promotions and discounts will be automatically applied to your next order. To see if you have any discounts on your account, you can add any product to your cart and visit the 'My Bag' page. If there are auto-applied discounts, you will see the discounts applied to your order subtotal. Please note, that T&Cs must be fulfilled in order to be able to view your promotions or discounts at the checkout.
Have a code you’d like to apply? To enter a discount code to your order, use the “Add promo or code” box on the 'My Bag' page. Only one manual entry code may be applied per order. In some cases, certain promotion and discounts codes cannot be used together on the same order.
Can I cancel my Gopuff order?
If the order hasn't been dispatched yet, you can cancel your order via the Gopuff app. To do this, please visit the order status page, select 'Get Help' and you'll have the option to cancel. If the order is out for delivery, please contact our Customer Service team via live chat any time via our app; go to Account > Help > Chat with Support. Please note, once cancelled, an automatic refund will be processed and will reach your original payment method within 3-5 working days (not including weekends or holidays). In some instances, funds may be returned in the form of a voided or reversed transaction instead of a manual refund. In these instances, you will see the pending charge should drop off instead of crediting your account.
How do I contact Gopuff Customer Service?
If there is an issue with your order, you can contact us via Live Chat, any time, via our app, go to Account > Help > Chat with Support. Should we not be able to resolve the issue over Live Chat, we would be able to start an email conversation to provide further updates. We will need your phone number, order number (if applicable), and email address to be able to assist you.
We have a 12-hour policy for missing / incorrect items / damaged perishable item claims, any claims made outside this window will be rejected. For damaged and faulty items, claims need to be made within 14 days of purchase and for expired items have a 48 hour time frame, photographic evidence will need to be provided.
When can I expect my refund to go through?
Orders processed with a credit card will be posted within 3 to 5 business days, so you should expect a full refund by then.
Does Gopuff store my Personal Information?
Our Privacy Notice contains details about how we collect, use, and share Personal Information that we obtain from and about you when you interact with us on our website, via our mobile app, via email, and through other online and offline interactions. Review our Privacy Notice here and reach out to us at privacy@gopuff.com if you have a question or concern.
I’m having trouble with the app / my order. What should I do?
Please visit our Customer Service Help Center at help.gopuff.com. We’re available 24/7 to help.
Where can I write a Gopuff review?
If you’d like to let us know how we’re doing, write a Gopuff review on your app store, whether it’s Google Play or the Apple App Store. We’re always aiming to improve our service and love to hear feedback from our thousands of happy customers.
WORKING OR DELIVERING WITH GOPUFF
What are some of the earning opportunities available at Gopuff?
Gopuff offers full-time and part-time employment opportunities, as well as independent contractor opportunities for delivery partners, in every market we serve. Both delivery partners and employees have the opportunity for professional advancement within a location as well as the chance to explore other areas within the business.
For those looking for flexible, independent work, delivery partners have the choice to deliver around their schedule, either on demand or by signing up for a pre-arranged delivery block. You can read more about the delivery partner experience here. If you’re interested in becoming a delivery partner, sign up here to get started. Or, if you’re interested in joining the team as an employee in our field or corporate teams, you can learn more and apply here.
ADDITIONAL
I don’t see an answer to my question on this page. What should I do?
If you do not see an answer to your question here, please visit our Customer Service Help Center at help.gopuff.com. We're available 24/7 to help out.