FAQs

We have over 1,000 stores employing over 10,100 colleagues. Take a look at our careers page to find out more about a career with One Stop.

If you believe you have lost items within one of our stores, please visit the store and speak to a member of staff who will check if it has been handed in for you.

One Stop promotes responsible drinking https://www.drinkaware.co.uk. We operate a ‘THINK 25’ policy for anyone buying age-restricted products in store. This means that we ask all of our colleagues to check the age of anyone buying age-restricted products who they believe look under 25, so please do not be offended if you are asked to provide ID.

Visit our store finder page for details of your local store opening times and services.

The quickest and easiest way to find your nearest store is to use our store finder. Simply enter your town or postcode in the box and click ‘Find’.

Unfortunately we are unable to check levels of products for you over the phone. Please visit your local store who will be happy to help.

We are happy to hear your suggestion – please contact us

Please refer to your PayPoint receipt for the PayPoint customer helpline number. PayPoint will be able to assist you with your query.

Banks and credit card Companies automatically hold the funds once a PIN number has been entered. This is due to security purposes and will be released back into your account within 3-5 days as a minimum. (Some Companies may take longer)

Due to Data Protection Laws, we are unable to look into this on your behalf. Please speak to your bank who will be able to investigate this for you.

You can register to receive our latest news, offers and competitions delivered straight to your inbox. Signing up is simple – just visit our sign up page and fill out a short form with your personal details.

A coupon will be accepted if:

• The coupon is redeemed within the valid date period.
• The coupon is being redeemed against the correct product.
• We sell the product.
• All other terms and conditions are met.

If possible, please return to the Store at your earliest convenience, who will be able to check the transaction for you. Alternatively, if this is not possible, please contact us.

Please return the product to the store at your earliest convenience, who will be able to refund you or offer you an exchange. Alternatively, if this is not possible, please contact us.

No, this is completely optional. If you do choose to tip your driver however, 100% of the fee goes to the
driver.

Via the partner’s app or website they will keep you updated on an estimated delivery time. On occasion
the driver may encounter an issue which delays their arrival. In this instance they will always try and let
you know via a phone call. If they don’t and your order does not arrive, please use the help function
provided by the partner platform you have placed your order via.

No, at this time online orders are available for delivery only.

To be able to offer a convenient and efficient online delivery service to our customers, we are required
to charge our customers a little extra. This ensures that our stores have the right equipment and
training to be able to process online orders. At certain times during the year, we will online price match
with our shops, look out for these special offers on our partner platforms.

When selling alcohol and tobacco products via our partners, we want to ensure that these do not make
it into the hands of minors. All delivery drivers across our partner platforms adopt a ‘challenge all’
policy. This means all customers, whatever their age, will be asked by the delivery driver to provide
identification showing proof of age before they are handed age restricted items. To meet industry and
legal standards, drivers will ask customers for accepted forms of identification (passport, driving
licence, identity card).

We are working hard to expand the number of our stores that can offer online delivery and this is
increasing frequently. Check your favourite app regularly to see if your local store is now online.

Yes, if we can’t fulfil your order in full due to a sudden change in stock available in store, your order will
be amended and you will only be charged for the items we send. However, in the event that your order
is not amended and you unexpectedly fail to receive your complete order, you can contact the
customer support services in point 2 above where a refund claim can be made.

Full allergen information for all One Stop products sold online is available at
www.onestop.co.uk/waystoshop/allergeninformation

Once your order has been accepted, you can no longer amend it. We are working closely with our
partners to offer this functionality in the future.

We are very sorry if you have an issue with your order. As part of our partnership with Just Eat,
Deliveroo and Uber Eats, we offer our customers the support of their individual customer service teams
who are on hand to help you.

Deliveroo:

In the app, access your profile, select your order and then press Help top right. Alternatively you can
email support@deliveroo.co.uk.

Just Eat:

In the app, click ‘settings’ bottom right and select ‘Help’ in the displayed list. On their website, select
‘Help’ top right.

Uber Eats:

In the app, click ‘Account’ bottom right and select ‘Help’ in the displayed list. On their website, click the
menu button top left and select ‘Help’ in the displayed list.

Snappy Shopper:

You can contact Snappy Shopper on their website https://www.snappyshopper.co.uk/contact or by calling: 0333 900 1250

If you need to get in touch with us, please fill out this contact us form and we’ll aim to get back with you in 48 hours.