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Customer Care

Delivery

  1. Check the estimated delivery date

You’ll find this date in your Order Confirmation email and in 'My Orders’ in My Account.

Please remember that this date is an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date. To see the progress of your order, check your tracking.

  1. Track your order

All you need to do is log into My Account and select the order you want to track.

Click the ‘Track Order’ button to follow your parcel.

  1. I'm still waiting for my order

Waited until your estimated delivery date? Please allow an extra few days for your order to be delivered (especially during busy times) - our carriers are always doing their best to get your order to you. Make sure you keep an eye on your tracking link for the latest updates.

If your order doesn’t arrive, please let us know within 30 days of the date which your order should have been delivered and we’ll do our best to help you.

We use a large network of couriers to make sure our customers are receiving their orders when they expect them!

Delivery options

Click below to find out more about the delivery services we offer:

Standard Delivery

Next-Day Delivery

Good to know

We allocate the delivery partner based on the delivery method selected and the value of your order.

All UK delivery options are fully tracked and we'll email you a link to your tracking information once your parcel has been shipped from our warehouse.

You can also track your orders through Track Order.

If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may be sent in one parcel. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.

If you provide a valid mobile number on your MREP account, our delivery partner will also send you SMS delivery notifications.

Place an order before 22:00 (Monday- Sunday) to receive it on our Next-Day Delivery option.

What are the basics?

  • Delivery is excluded on Public Holidays.
  • Next-Day Delivery is not available to a small number of postcodes: AB31-56, BF (All), HS (All), IM (All), IV (All), KA27-28, KW (All), PA20-80, PH15-50, TR21-25, ZE (All). If you live in one of the following postcodes, you'll need to place your order before 9pm (Monday-Friday) in order to receive it the next day. Orders placed after 9pm will be delivered within 2 days: PO30-41, AB30.

For more information on Next-Day Delivery to Northern Ireland, just click here.

If you're looking for more information on Next-Day Delivery to the Channel Islands, click here.

How much does it cost?

  • Next-Day Delivery costs just £4.99

  • With a Premier Delivery subscription, you'll receive free Next-Day Delivery all year round for £9.95** - and there's no minimum spend! Click here to find out how much a Premier subscription could save you.(coming soon) How can I track my order?

Delivery is fully trackable. If you're shopping via the app, we'll keep you up to date on the progress of your delivery will regular notifications direct to your mobile device. We'll email you a link to your tracking information once your parcel has been shipped from our warehouse. You can also track your order through My Account. If you've placed multiple orders on the same day using a Premier Delivery subscription, your orders may be shipped in one parcel. You'll be able to see whether they've been shipped together if the tracking information for each of the orders you've placed is the same.

What happens on the day of delivery?

Delivery will be attempted between 7:00-22:00. If delivery hasn't been attempted by then, get in touch the following day so we can look into this. A signature may be required. If you're not available to take delivery of your parcel, our delivery partner will leave a calling card advising whether your parcel has been delivered to a safe location, left with a neighbour or how to arrange collection. Depending on the delivery partner, you might be presented with additional delivery features including specified delivery window slots and follow my parcel GPS tracking - just keep an eye on your tracking or for an email from our delivery partner, for the latest updates. Depending on the delivery partner, you might be presented with delivery options during delivery including changing your delivery date, requesting leave with neighbour, requesting leave safe, requesting collect from store, and upgrading delivery (upgrading prices incur an additional fee which vary dependant on the upgraded service). If your delivery address is within the following postcode areas your parcel might be delivered by an electric delivery van: EC1, EC2, EC3, EC4, SE1, SE11, SW1, E1, E2, E3, FK17 - FK22, W1, WC1, WC2, E8, E9, E14, N1 and NW1.

*We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. MREP cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

**Premier subscription prices may vary based on promotions offered.|Someone needs to be in when your parcel is due to be delivered as we may need a signature. If this isn't possible, our delivery partner will usually try to deliver more than once.

Alternatively they'll leave a calling card confirming that they've either left it with a neighbour, left it in a safe place, when they will try to re-deliver or give you details on how to collect it.

If your order was placed on our Next-Day or Precise delivery services, you may be presented with some additional in-flight delivery options including:

Changing your delivery date Requesting leave with neighbour Requesting leave safe.

Follow My Parcel GPS tracking is provided, so you'll know exactly when to expect your delivery.

At just £3.99, our Standard Delivery service gives customers quick and efficient delivery that doesn't break the bank - and if you're spending over £35.00, delivery is FREE!

The Basics Delivery is within 3* working days of your order being placed. Delivery is Monday to Friday and Sunday (excluding Public Holidays).

Tracking Delivery is fully trackable - we'll email you a link to your tracking information once your parcel has left the warehouse.

Placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address? Your orders may be sent in one parcel.

You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.

What happens on the day of delivery?

Orders being sent to the following postcodes might be delivered by an electric delivery van: E1-E3, EC1-4, SE1, SE11, SW1, W1, WC1, WC2, E8, E9, E14, N1 and NW1. A signature may be required on receipt.

You may be presented with additional delivery features - check your tracking to see what options are available to you. If you're not available to take delivery of your parcel, our delivery partner will leave a calling card advising if your parcel has been delivered to a safe location, left with a neighbour or how to arrange collection.

Just one more thing... *We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. MREP cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.

For your security we aren't able to change the address your order is being sent to. Don't worry – if you're not in when a delivery is attempted our carrier will leave a card advising how to arrange a redelivery or where you can pick up your parcel.

There’s no need to worry – you can still place your orders and shop as normal on MREP. We’re taking every measure to ensure that the shopping experience remains unchanged.

Will your prices go up?

We’re continuously reviewing our prices to make sure that we’re offering all the brands our customers love at competitive prices.

Am I going to have to wait longer for my delivery?

We’ve put several measures in place to avoid any impact on delivery times, and we’ll communicate any unexpected delays as soon as possible. We’re always reviewing our propositions to make sure we’re offering the best services.

Will delivery cut-off times/prices change?

Occasionally we do have to make changes to delivery cut-off times to help us manage order volumes, but we’re not planning to make any changes as a result of Brexit. You’ll be able to see the most up-to-date cut-off times when you reach checkout, and we’re always reviewing our propositions to make sure we’re offering the best services.

There is no need to worry, girl! Due to the current circumstances surrounding COVID-19 we are extending our returns periods. All orders (subject to our returns policy) can be returned up to 28 days after the date of purchase.

Please note that there may be a few days delay with your parcel due to COVID-19, however we are working as fast as we can and will have your parcel with you as soon as we can, thank you.

We've invested a huge amount of time and resources into making sure our current packaging is as sustainable and environmentally friendly as it can be. Whether it's the pros and cons of compostable packaging vs biodegradable, or working out ways to extend the life of our mailbags, we're on it.

We believe our current packaging set-up is the most sustainable we can achieve right now. We've done loads of research on this, and we're confident about the choices we've made - but we're always looking at ways we can improve, and we'll be updating these pages to keep you up-to-date with our progress.

Take a look at the rest of our FAQ's on this topic to read more about the decisions we've made, and drop us a line at care@mrepclo.com if you have any other questions.

There are a few differences, but first it helps to explain the different types of biodegradable packaging, which can be either plant-based or oil-based.

Oil-based biodegradable packaging

Made in the same way as plastic, with additional chemicals added to make it degrade when it's exposed to the right conditions. It breaks down into small plastic fragments (microplastics) at the end of its life and can't naturally return to the environment.
It cannot be recycled with mainstream plastics due to the chemicals that have been added. Closer to non-recyclable plastic packaging than compostable packaging.

Plant-based biodegradable packaging

Similar to compostable packaging, and the only big difference is the time it takes for the packaging to break down. Certified compostable packaging breaks down in about six months, while biodegradable packaging takes longer, typically well over a year.

We've looked into this, and as biodegradable packaging presents similar issues to compostable packaging, we don't think we'd see any environmental benefits from switching over. Biodegradable packaging requires sunlight and oxygen in order to safely break down - and, as neither of these are present in landfills, there's no guarantee that 'biodegradable' packaging will actually biodegrade. Like compostable packaging, it's not recyclable, either.

We're keeping our eyes peeled for any developments in this area, but at the moment it's not a solution, as we can't guarantee it won't cause environmental damage at the end of its life.

We know plastic isn't perfect though, so our plan is to increase the amount of recycled content in our plastic packaging (currently at 25%) and switch to widely recyclable plastics. We're also working on ways we can move away from single-use plastic. You can even send your packaging back to us and we'll recycle it for you - either by reusing it, or turning it into new 25%-recycled MREP bags.

The easiest way is to send your packaging back to us with your next return.

Even though our packaging is 100% recyclable (and made using 25% recycled content), we know that not all local recycling facilities accept every type of plastic packaging. So you're welcome to send any used packaging back to us when you next have stuff to return - and we'll sort out the rest. What's more, you'll be helping us close the loop, turning some of that used plastic back into fresh MREP packaging.

If your local authority will accept it, you can also just pop it in with your usual recycling.

If your order has been sent to you using a trackable service, you can follow its journey to you. You'll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

Alternatively click here.