FAQs
Frequently Asked Questions
What is EastWestGrocer?
EastWestGrocer is a UK-based online grocery store specialising in authentic American, international and speciality food products. We carefully source products from trusted suppliers around the world to offer snacks, drinks, groceries, baking essentials and hard-to-find favourites.
Are your products authentic?
Yes. All products sold by EastWestGrocer are genuine branded products sourced through trusted manufacturers, distributors and import partners.
Where do your products come from?
Our products are imported from:
- United States
- Canada
- India
- Japan
- Mexico
- South Korea
- Europe
How do I place an order?
Browse our collections, add your chosen products to your basket and complete the secure checkout. You'll receive an order confirmation by email once your purchase has been completed.
Can I change or cancel my order?
If your order has not yet been dispatched, contact us as soon as possible. We'll do our best to amend or cancel your order.
Can I order products that are out of stock?
Yes. You can sign up for stock notifications on the product page and we'll notify you when the item becomes available again.
How long does delivery take?
Most UK mainland orders arrive within 2–5 working days depending on your location and courier.
How much does delivery cost?
Fixed UK delivery starts from £3.99 and FREE UK delivery is available on qualifying orders over £50.
Do you provide tracking information?
Yes. Once dispatched, you'll receive an email containing your tracking details.
Which courier do you use?
We use trusted UK courier partners depending on parcel size and delivery location.
Do you deliver across the UK?
Yes. We deliver throughout England, Scotland, Wales and Northern Ireland.
Are your products within their best before date?
Yes. Every product is supplied with a suitable remaining shelf life. Clearance products with shorter dates are clearly labelled.
What is the difference between Best Before and Use By?
Best Before relates to product quality, while Use By relates to food safety and should always be followed.
Why do imported products look different?
Packaging, ingredients and nutritional information may differ because products are manufactured for their country of origin.
Do imported products meet UK regulations?
Yes. Imported food products sold in the UK comply with applicable UK import and labelling requirements.
Are ingredients and allergens listed?
Where available, product pages include ingredient and allergen information provided by the manufacturer.
Which payment methods do you accept?
We accept major debit cards, credit cards, PayPal and other secure payment methods available during checkout.
Is my payment secure?
Yes. Our checkout uses industry-standard encryption and secure payment processing.
Can I return food products?
Due to food safety regulations, food items can only be returned if they arrive damaged, faulty or incorrect.
What should I do if my order arrives damaged?
Please contact us within 48 hours with your order number and photos of both the damaged item and packaging.
What if I receive the wrong item?
Contact our customer service team with your order number and we'll arrange a replacement or refund.
What if an item is missing?
If you believe something is missing from your order, please contact us and we'll investigate immediately.
Why do some products sell out quickly?
Many imported products are available in limited quantities and can sell out quickly.
How often do you receive new products?
We regularly introduce new products and seasonal favourites throughout the year.
Do you supply businesses?
Yes. We welcome enquiries from retailers, cafés, restaurants and other businesses looking to purchase imported products in larger quantities.
How can I contact EastWestGrocer?
Please use our Contact Us page and our customer support team will respond as quickly as possible during business hours.
