Frequently asked questions

How It Works

How does it work?

Roots & Hoots is an entirely plastic-free, vegan online supermarket. We have a wide range of refill products with hundreds of food & drink, household and beauty items, alongside a collection of plastic-free pre-packaged goods.

We're proud to operate a closed-loop delivery & collection service for our refill products, which come in cotton bags, tins or glass bottles. When you return the containers to us we clean and reuse them.

To help ensure our closed loop system works effectively we have a deposit scheme for our reusable packaging, £1 per bag/ tin/ bottle. The deposit is taken 8 weeks after your delivery date so you will only pay a deposit for any containers you choose to keep. If you decide to return the containers at a later date after you've paid your deposit we will of course return your deposit to you.

Thank you for being a Zero Waste Hero and helping us Close the Loop!

Ethics

Where are your products sourced from?

At Roots & Hoots we only work with suppliers that have high ethical standards regarding business, environmental and waste policies. Considering fair working conditions & pay, air miles, carbon emissions, recycling practices, packaging and more, it’s very important to us to work with businesses whose morals align with our own. We’re delighted to promote individuals and organisations that are doing great things for this beautiful planet of ours.

Are all your products vegan?

YES! Everything on the Roots & Hoots website is, and will always be, 100% vegan. 

Delivery

Where do you deliver?
When will I receive my order?

Brighton delivery zone: orders will be delivered between 12pm-6pm Monday to Friday. We aim to deliver your order within 48 hours, for orders placed before 10am Mon-Thu, but

Can I choose my delivery day and time?

We will only be delivering to your area at a set time each day, and your delivery time depends on where you live. Our routes are planned to minimise carbon emissions and food miles. For these reasons we can’t offer delivery time slots.

Do I have to be home to receive my delivery?

No you don’t. If our driver arrives when you’re not at home, they will follow your instructions and leave the delivery in your designated safe place. Please note that your order will be left in an uncovered cardboard box in your designated safe place.

Payment

Is there a minimum order value and delivery charge?

Orders of £20 and over qualify for FREE delivery, and orders up to the value of £19.99 are charged a flat delivery rate of £4.99. There is no minimum order value.

How do I pay for my order?

We take payment by debit or credit card. You can either set up an account or check out as a guest to make your payment.

Returns

What’s your returns policy?

If for any reason you are not satisfied with your order we will gladly accept returns for non-perishable goods, within 7 days of purchase. Please contact our customer service team at hello@rootsandhoots.com and we will arrange with you to collect or have you return the goods. Please note we cannot accept returns for any sealed items where the seal has been broken.

Covid Measures

What covid measures are you taking?

We are 100% committed to keeping our customers and staff as safe as possible, and are following strict measures to protect everyone.

Frequent sanitisation and cleaning across whole premises and vehicles

  • Strict health & safety rules e.g. frequent hand washing and hand sanitiser use in between deliveries
  • Contact-free deliveries
  • All our drivers wear masks while dropping your delivery and in communal areas e.g. blocks of flats
  • Social distancing in our offices and warehouse
How do contact-free deliveries work?

All our deliveries are contact free to protect our customers and colleagues. Our driver will be wearing a mask and will keep a safe distance from you, leaving your order on the ground, then they will back away to allow you to pick it up. Rest assured that our drivers sanitise their hands between every delivery.

General

What are your allergen policies?

Roots & Hoots handles gluten, soya, sulphites, celery, celeriac and nuts. We take every preventative measure but cannot guarantee no cross contamination.

Can I recommend a product you don’t stock?

Absolutely, we’d love to hear from you. Please contact us via hello@rootsandhoots.com to let us know any feedback or suggestions.

How do I contact you?

The best way to get in touch is via email at hello@rootsandhoots.com , and we’ll get back to you very soon.