Frequently Ask Questions

How do I place an order?
Here’s how you can place an order:
  1. Make sure you’ve added your address, phone number, and payment method to your Ondg account.
  2. Based on your address, your local stores will appear. Select the store you want to shop at to start exploring it’s products (if the product you’re looking for doesn’t appear in the catalog, type it into the search bar).
  3. Once you’ve added your products to cart, press on the cart to view your order details and total. Then press go to ‘Go to checkout’ button.
  4. Press ‘Place an order’ button.
  5. Ondg will connect you to an Ondg courier to take the order, once the Ondg courier accepts the order you then have to pay for the order.
  6. You can press “Track order” button to see the order status in real time through the app.
How much is the delivery fee?
The delivery fee is fixed at 99p.
How much is the service fee?
The service fee is 7% of the subtotal.
Is there a minimum spend?
The minimum spend is £15 for restaurants and £30 for supermarkets.
How does alochol deliveries work?
For any order that includes alcohol, a person within legal drinking age must be present and provide photo ID to the Ondg courier when they arrive with your order.
What are your refunds policy?
Our refund and returns policy is in accordance with statutory rights under the Consumer Contracts Regulations. This might sound formal but simply means all products must be of satisfactory quality, fit for purpose and as described. We can only offer refunds for items if they arrive damaged. If there are issues with your item, we are happy to offer you a refund for the amount of the damaged item. Please contact us via email on A member of our customer service team will assist you as soon as possible.
How are refunds managed?
To request a refund, you can email A member of our customer service team will send an email confirming that your refund has been processed. If your refund has been approved, the refund will be paid into the payment card associated with your account. Please allow 5 – 10 working days for the payment to appear on your bank statement.

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