How can we help?

Frequent & recent help topics

Need some help with your order or have a question you need answered? We're here to help. Check out the answers to questions we've been asked the most about Onelivery.

General

I am a customer. How do I use Onelivery?

Local shoppers can buy their goods locally from any retailer. Go to onelivery.co.uk to book the goods to be collected from the retailer and deliver to your doorstep within hours.

I am a business. How do I use Onelivery?

Dispatch new orders to customers within three easy clicks. Go to onelivery.co.uk to book a new order, we will collect the goods from the store and delivered to your customers within hours.

How long does it take to deliver an order?

We aim to process your order within 1 – 3 hours. During busy times sometimes it might take longer. See the "How it works" page for more info.

Orders

What is "Express pick up"?

Buyers can shop their goods online or in-person and place an order through onelivery.co.uk to go pick up. Onelivery will collect their shopping and bring the desired address in less than three hours.

What is "Express drop-off"?

Businesses selling goods locally can book a delivery online to have their goods delivered to the buyer within the hour. Businesses can place an order to collect goods/parcels to send to employees or other offices/ stores (E.g., laptops, chairs, inventory, letter, boxes, etc...)

Can I cancel my order after the payment?

Yes, you can cancel orders that are not “Confirmed”. Once the order is “Confirmed” the cancel button will disappear. This is because we have allocated a driver to the job.

What if my order arrived late?

We work hard to complete orders on time. Occasionally, if your order is late, we will update the "Order Status" page with a new ETA. If you are still unhappy with the service, you can contact us for a refund.

Do I need an account to place an order?

No, you can place an order without registering.

Delivery

Do you have contact-free delivery?

Our deliveries wear masks at all times and have Covid-tested weekly to ensure our customers are at all times.

What are your delivery times?

We deliver every day from 10 am to 10 pm.

What happens if my order is cancelled?

If for any reason your order is cancelled after it has been confirmed you will be notified via email and a full refund will be issued.

Can I change my delivery address after placing the order?

Changing delivery details can only be completed before making the payment. After the payment is made you will need to cancel the order and place a new one.

Where can I check the order status?

After completing the payment, you will be redirected to the “Order Status” page. You can also access the Order Status page via the link sent by email.

Is there a weight- or size-limit to the packages that delivers?

Yes, see our packaging section on the order form for details.

How to use Onelivery

How do I place an order?

Go to the “Order Form” fill all required information “*

Redeem a voucher

On the "Payment" page enter your coupon and click apply. The order balance will be updated with the coupon discount.

What payment methods are accepted?

We accept all major debit/credit cards, international cards, Apple/Google Pay.

Feedback

How do I provide feedback?

Send us an email to enquiry@onelivery.co.uk or get in touch through here.

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