FAQ's

Below you’ll find our most frequently asked questions:

Hour Grocers is your new on-demand supermarket. Get your groceries and locally sourced food and drink delivered in under 60 minutes. 

How it works: Fill your virtual basket with groceries, essential items or a fine drink using the Hour Grocers App, remember to pick at least 5 items and the value should be at least £10. Your order is carefully picked and packed at your local fulfilment centre and is delivered straight to your door by one of our dedicated drivers.

  • Go to the Android or iOS app stores, search Hour Grocers and download the apps
  • Or find links to the app stores on our homepage at www.hourgrocers.co.uk
  • Create an account, register your address and a payment card
  • Place your first order. 

We have thousands of products to choose from and a wide selection of grocery, drink and household items to satisfy your every need and craving. We have also partnered with your local restaurants, bakeries, eateries and businesses to sell some of their products on our App so you have buy everything from one place. We are all about the community! 

Hour Fresh is our fresh food and drink offering. We have partnered up with some of the local restaurants, eateries and businesses around the local area which consists of freshly made cakes, bakes and meals as well as locally sourced food and drink.

Think of Hour Direct as your household and toiletries essentials alongside other treats for your pets! Offering a wide range of everyday products at great prices, you won’t be sure to miss out! 

We deliver between 7am and 9pm, last orders for delivery within 60 minutes should be placed by 8pm. Last orders for within 2 hours by 7pm. 

Our main objective is to deliver your order within the hour of ordering so you can manage your time and day with ease and at your convenience. However, there may be some short delays during peak times. If there are any problems with your order we will always call OR text you to make sure you are satisfied.

The minimum spend is £10 and 5 items. This is to ensure we can deliver in a sustainable manner.

No, you can order as much as you like. However, there is a restriction in place of how many items you can order of one particular product. This is to ensure that everyone can have access to certain products. 

Our delivery charges vary from £1.99 to £2.99. We use the fee to pay our Drivers and Packers. This way we make sure they’re always around to deliver your goods in under 60 mins! 

For any orders containing age related products such as alcohol and tobacco, we will always ask for photographic identification to be shown on delivery. If you do not present your I.D. on our arrival, we will be unable to deliver your shopping and may charge a delivery fee. 

Certainly, you are able to choose a slot when you are looking at delivery times (during checkout) and dependent on availability, we will be more than happy to arrange this for you.

We deliver to Folkestone, Hawkinge and Capel Le Ferne. 

We accept card payments from Visa, Maestro, Mastercard and Apple Pay. 

You can find your order details in the confirmation email, or under the order tab in the ‘My Account’ section.

Sure but you won’t be able to do it without the help of our Customer Service Team. Just contact them using the messaging system in the app, or on WhatsApp or via phone on 01303. 

Please note, you can only cancel your order, but only within the first 5 minutes of placing your order. A charge will incur if you do not cancel it within the time frame.

Only if your order has been picked and packed or is already in transit. If that’s the case we will charge a £5 cancellation fee. If you contact us before we have a chance to pick and pack your order we won’t charge you anything at all.

Please use the Live Chat function from the app or WhatsApp us at 07921 or call us at 01303 and one of our Customer Services Team will reach out as soon as possible to resolve the problem.

If you are not happy with some of the products you have ordered, we may issue you a refund. This may be down to damaged items, deteriorated items or unwanted items. Refunds for perishable items such as fruit and vegetables, meat, poultry, and seafood as well as dairy produce should be requested within 24 Hours of receiving your order. All other refunds should be requested within 48 Hours of receiving your order. Please contact Customer Services to claim your refund.

Please note, non-perishable goods should be returned in its original condition, sealed and unopened. Perishable goods can only be returned opened if they are damaged or deteriorated. 

Our customer support lines are open between 8am-9pm. We’ve also made it far more convenient for you to reach us through our live chat system, where you can get in touch with our team and ask about any enquiry that you may have. To do this, look to the top right of the page and click the “Chat with us” box. Please contact us if you have any queries or problems with your order or service. You can also whatsapp message us at 

We do not charge for bags and more importantly are made from recycled material and are eco-friendly and bio-degradable. All for going green!