Frequently asked questions
How It Works
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!
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.
YES! Everything on the Roots & Hoots website is, and will always be, 100% vegan.
Monday-Friday delivery zone: Brighton, Hove & surrounding. BN1, BN2, BN3, BN5, BN6, BN7, BN8, BN9, BN10, BN11, BN12, BN13, BN14, BN15, BN41, BN42, BN43, BN44, BN45, RH15, RH16, RH17, RH18, TN22.
Alternate Wednesdays (check upcoming dates here): Eastbourne, Hastings, Hailsham & surrounding. BN20, BN21, BN22, BN23, BN24, BN25, BN26, BN27, TN21, TN33, TN34, TN35, TN36, TN37, TN38, TN39, TN40.
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
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.
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.
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.
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.
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 firstname.lastname@example.org 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.
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
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.
Roots & Hoots handles gluten, soya, sulphites, celery, celeriac and nuts. We take every preventative measure but cannot guarantee no cross contamination.
Absolutely, we’d love to hear from you. Please contact us via email@example.com to let us know any feedback or suggestions.
The best way to get in touch is via email at firstname.lastname@example.org , and we’ll get back to you very soon.