Everything below is pulled from real order threads. If your question isn't here, WhatsApp or email us — a human replies within a working day.
Delivery
Where do you deliver?+
Anywhere in mainland UK (England, Scotland, Wales). We can ship to Northern Ireland and the Scottish Highlands on a per-order basis — message us before ordering so we can confirm the timing.
How fast does it arrive?+
Order by 11am Monday to Thursday and your box ships the same day for UK next-working-day delivery. Orders placed Friday through Sunday dispatch on Monday.
How is it packed?+
Insulated boxes with ice packs in summer, foam inserts for the soft fruit, and tracked courier end-to-end. Miyazaki mango and other premium singles ship in their original branded crates.
Can I track my order?+
Yes. You'll get a tracking link by email the moment the courier collects. The same link lives on your account page under recent orders.
How much is delivery?+
Calculated at checkout based on box size and postcode. Most UK orders over £40 ship free; smaller orders are typically £5-8.
Subscriptions
How do subscriptions work?+
Pick a box size and a cadence (weekly, fortnightly, or monthly). Your card is charged the day before each dispatch and the box arrives on your chosen day.
Can I pause, skip, or swap?+
Yes — all from your account page, up until 8pm the day before the next dispatch. Pause indefinitely, skip a single delivery, or swap the box size without cancelling.
How do I cancel?+
One tap from your account page. No phone calls, no cancellation emails. Cancellations take effect from the following billing cycle.
Do subscribers pay less?+
Subscribers save 10% versus one-off orders and get first-access to seasonal drops (Miyazaki mango, Awa strawberries, Sumo Citrus).
Quality & freshness
How fresh is the fruit?+
Most fruit lands in London within 48 hours of harvest. Air-freight exotics are picked ripe, not green-shipped-and-gassed, so they're ready to eat the day they arrive.
What about seasonality?+
Our Atlas and Seasonal Calendar show what's in peak window right now. We don't sell fruit out of season — if durian isn't landing this week, it isn't on the site.
Is anything organic?+
Where the grower is certified, we note it on the product page. Most of our Japanese line is single-farm, low-intervention but not formally certified; we'd rather describe the farm than chase a label.
Refunds & replacements
What if something arrives damaged?+
Message us within 24 hours of delivery — email or WhatsApp — with a photo. We replace on the next delivery slot or refund to your card, your choice.
Can I return fruit I didn't like?+
Fresh produce is exempt from the UK's distance-selling return rules, so we can't take back fruit you simply changed your mind on. If anything's faulty or mis-described, that's a different story — see the refund policy for the full detail.
Where's the full policy?+
Our refund policy lives on its own page with every edge-case written out plainly. Read the refund policy.
Account
Do I need to make an account?+
No — guest checkout works. An account unlocks order history, saved boxes, Plug Points, and the Fruit Passport (stamps for every fruit you try).
How do I reset my password?+
Use the 'forgot password' link on the sign-in page. You'll get a reset link by email within a minute or two.
Where's my data stored?+
Inside the EEA on UK and EU hosts. The full breakdown sits in our privacy policy. Read the privacy policy.
Gifts, events & trade
Can I send a box as a gift?+
Yes — tick 'this is a gift' at checkout, add a short message, and we'll include a handwritten card instead of an invoice. Delivery goes straight to the recipient.
Do you do corporate or event orders?+
Regularly. Message info@fruitplug.co.uk with the date, head count, and any dietary notes and we'll come back with options.
Do you wholesale to restaurants or retailers?+
We work with a small number of London restaurants on a standing order. Email trade enquiries to info@fruitplug.co.uk — include volume and cadence and we'll take it from there.
