Frequently Asked Questions (FAQ)

Thank you for choosing to shop with World Supermarket. If you have a question about the following topics, we may have answered it in our FAQs below:

  • Delivery

  • Returns, Exchanges and Refunds

  • Payment and Pricing

  • Orders

  • Managing Your Account

Delivery

How long does delivery take?

Delivery times depend on the seller and where they are based in the world. You will find the estimated delivery times on the individual product page.

How much does delivery cost?

Delivery costs depend on the seller and where they are based in the world. You will find all finalised delivery costs for the products once you have added them to your basket.

How do I update my delivery address?

If you need to update your delivery address, log into your world and click ‘Account’. You will see the option under ‘Delivery address’.

How can I track my order?

You can view the status of your order by clicking ‘My orders’ in your world. You will also receive a confirmation email once your order has been dispatched.

Returns, Exchanges and Refunds

For full details on returns, exchanges and refunds please read our Terms & Conditions and Transaction Service Agreement.

How do I return a product?

If you would like to return a product, you will need to contact our team via [email protected]. Please provide the following details:

  • Your order number

  • The product(s) you would like to return

  • The reason(s) for why you would like to return the good(s) – for example if the product is faulty or damaged.

While we try to respond to all emails as soon as possible, during busy periods it may take our support team up to 72 hours to respond to your query.

Please note: You will be initially required to pay for the delivery for the return of the goods. Whether we refund you the delivery cost is a decision which is left to the discretion of our support team.

Can I exchange an item?

If you would like to exchange a product, you will need to contact our team via [email protected]. Please provide the following details:

  • Your order number

  • The product(s) you would like to return

  • The reason(s) for why you would like to return the good(s) – for example if the product is the wrong size

  • The product(s) you would like to receive in return.

While we try to respond to all emails as soon as possible, during busy periods it may take our support team up to 72 hours to respond to your query.

Please note: You will be initially required to pay for the delivery for the return of the goods. Whether we refund you the delivery cost is a decision which is left to the discretion of our support team.

How do change details on my order/cancel my order?

You will be able to make edits to your order up until it has been dispatched. Please email our team at [email protected] who will be able to assist you.

If your order has already been dispatched you will be required to pay for the delivery of the return of the item(s) to the seller. Upon receipt of the product(s), we will be in a position to refund you for the cost for them.

I cancelled my order. How will I receive my refund?

If you cancel your order prior to the product(s) being dispatched, we will refund the payment to your PayPal account which was initially used to make the purchase.

I have ordered a personalised product, but I want a refund is this possible?

Personalised products will not be refundable unless the product is not as described as when sold. If this applies to your order, please email our team at [email protected] and provide the following details:

  • Your order number

  • The product(s) you would like to return

  • The reason(s) for why you would like a refund.

Please note: You will be initially required to pay for the delivery for the return of the goods. Whether we refund you the cost (including delivery) is a decision which is left to the discretion of our support team.

I have ordered a product(s) but it has not arrived. What can I do?

If any part of your order has not been received within the delivery time promised by the seller, you are entitled to a full refund. Find out more in our World Supermarket Guarantee.

I have ordered a product but it does not match the description on the product listing. What can I do?

If your product does not match the description, you will be entitled to a full or partial refund. Find out more in our World Supermarket Guarantee.

Payment and Pricing

What payment methods does World Supermarket accept?

We currently accept payments via PayPal. We will be launching further payment gateways in the near future.

Does World Supermarket charge for customs, taxes, VAT, or any other extra fees?

World Supermarket will only charge for the purchase price and delivery cost of the products. We do not collect any payment from customs, taxes, VAT, currency conversion rates, or any other fees, and cannot reimburse any extra charges.

With international orders, it is the responsibility of the both the buyer and seller to ensure that all exporting conditions, and indeed importing rules of both countries are met.

Customs: We recommend that you contact your local customs office if you have any doubts or questions about whether or not your item will be permitted into your country.

VAT: We do not charge for Value-Added Tax and cannot cover any charges which your country may add.

Post Office: We cannot say for certain whether your local post will charge you for the products you order. If you have any questions, please contact your local post for more information.

Sellers are not responsible for delays caused by the customs department in your country. 

Orders

I have questions about a product, how can I contact the seller?

Direct messanger to merchants has not be developed yet but it is something we are looking into. If you have any questions for the seller our support team will kindly forward them on. Please email [email protected] 

Why didn't my order go through?

If you are having problems with your orders, and you find something hasn’t gone through. Please contact [email protected]

Where can I find details for my order, such as the order number, my address, value and status?

You can view all of these details relating to your order by clicking ‘My orders’ in your world. You will also receive a confirmation email once your order has been dispatched.

Managing Your Account

How can I create my account?

Whether you are shopping or looking to sell on World Supermarket, click here to create your world.

How do I change the email address associated with my account?

If you have updated your email address or would like to change the one associated with your World Supermarket world, you will need to log into your world and click the ‘Account’ tab. Here you will need to type in your new email address and click ‘Update Account’.

How do I reset my password?

If you are already logged into your world, you can reset your password by going to the ‘Account’ tab and scrolling down to ‘Change Password’.

What if I forgot my password?

If you have forgotten your password, please try logging in as normal and select the ‘Forgotten Password?’ option. We will then send a password reset link to the email address you have registered with World Supermarket.

What should I do if I think my account was hacked?

If you have a suspicion that your World has been hacked, please contact our team at [email protected] immediately. The team will be able to support you in rectifying any issues and securing your account.

We pride ourselves on our customer service and we have a friendly and knowledgeable support team on hand if we haven’t answered your question here. Simply email your query to [email protected]

Our team aim to respond to all emails as soon as they can, but it may take up to 72 hours during busy periods.

To read all of our terms and conditions, please click here.