General
  • Our app brings seasonal produce and sustainably-sourced dry goods, dairy and charcuterie straight to your door.
  • We currently deliver to Manhattan and Brooklyn, as well as the Hamptons on Saturday
  • We deliver nationwide excluding Northern Ireland, Isle of Man, Isle of Wight, parts of Scotland and the Channel Islands. To find out if we deliver to your area, enter your postcode into the app.
  • If we don’t yet deliver to your area, please register your interest and we'll be in touch if things change.
  • Our drivers deliver daily to London, Teddington, Kingston-upon-Thames and Twickenham. They also deliver to Oxford (OX1 - OX4) on Tuesdays and Fridays and Brighton on Tuesdays, Thursdays and Saturdays.
  • DPD delivers to the rest of the UK Monday-Friday.
  • Our drivers have all undergone extensive health and safety training and stick to strict protocols on delivery — staying a minimum of three steps away from any customer at all times. They will leave the delivery at your door and are not, under any circumstances, able to enter your property.
  • Our drivers and DPD drivers have all undergone extensive health and safety training and stick to strict protocols on delivery — staying a minimum of three steps away from any customer at all times. They will leave the delivery at your door and are not, under any circumstances, able to enter your property.
  • Place your orders through our app. We are currently unable to take orders over the phone due to levels of demand.
  • Our Home Delivery Customer Service team is here if you need help getting set up and can help to place an order. Call us on (+44) 020 7237 0346
  • Our app is free to use. We’ll ask for your card details when we first set up your account. Rest assured, they are held securely by Stripe - a secure, third party payment platform. Customers can update their card details within the Payment Methods section of the app.
Technical
  • To set up an account, register directly through the App.
  • When you sign up, you’ll be asked to create your own username and password. Be sure to make a note of these, as you’ll need them to log in once your account is live.
  • We’ll send you an email when your account is live and you’re ready to place your first order.
  • Download the app. To set up an account, you need to register first, either via our online form or directly through the App.
  • When you sign up, you’ll be asked to create your own username and password. Be sure to make a note of these, as you’ll need them to log in once your account is live.
  • We’ll ask for your card details when we first set up your account. Rest assured, they are held securely by Stripe - a secure, third party payment platform - and we do not have access to them. Your card will only be charged on the day that an order is sent out. The app is free to use.
  • We’ll send you an email when your account is live and you’re ready to place your first order. Please note this may take up to 24 hours.
  • Use the email address and password you created when registering on this website to log in to the app.
  • Open up the app and hit ‘Forgot my password’. You’ll then be able to create a new one.
  • Email grocerydelivery@natoora.com or call 347-927-0319 if you have any trouble. We can reset your password for you.
Ordering
  • For sure. As soon as you add an item to your basket, you’ll receive a prompt to select a delivery slot. We offer a range of slots depending on your zipcode and our bandwidth to accommodate neighborhoods. If a delivery slot is marked FULL you will not be able to receive an order at that time.
  • Your delivery slot will be reserved for two hours or until you hit PLACE YOUR ORDER. If you miss the two hour window, you’ll be prompted to select a new slot. You can amend your order and change your delivery slot up until 12pm the day before your delivery.
    • For orders in Londonm, Oxford and Brighton, simply tap ORDER to ‘Select Your Slot’. You can choose either 6am-2pm or 12pm-9pm.
    • For all other areas, orders are delivered between 8am-6pm.
    • To confirm your slot, you’ll just need to add something to your basket and tap on the PLACE YOUR ORDER button in ORDER.
    • On the day, you will receive an email to confirm that your order is out for delivery.
    • For orders outside London, Oxford and Brighton, you can track your order on the day through DPD’s Parcel Tracking Service.
  • To lock in your delivery slot, you’ll need to add an item to your basket and hit the PLACE ORDER button.
  • To add an item, select a UNIT & QUANTITY for a product. It will then automatically appear in the ORDER tab. Hit the ‘PLACE ORDER’ button at the bottom of the ORDER tab to confirm your order and lock in your slot.
  • Please note: if you don’t hit the PLACE ORDER button, your order will not be prepared.
  • To amend a quantity, tap the + or - buttons. To delete an item, click on the X in the top right corner of the product.
  • You have until noon on the day before delivery to amend your order.
  • A countdown timer is shown at the top of the ORDER section.
  • To amend a quantity, tap the + or - buttons. To delete an item, click on the X in the top right corner of the product.
  • All customers have until 9.30am on the day before delivery to amend their order.
  • The price of each unit is displayed next to the ADD button. We provide an estimated price for items that are purchased by an "EACH" but priced by the kilogram. The estimated total of each item is calculated according to average weight.
  • Hit ORDER to see an estimated basket total. You’ll also see an estimated running total under the ORDER button as you shop.
  • The estimated total of your basket is calculated according to average weights. For example if you order 1 EACH of apple, its price will be calculated on the average weight of 1 apple.
  • When your order gets prepared, the apple in your basket could weigh slightly more or less than the average - so the price may go up or down a little. That’s why this basket total is just an estimate.
  • You’ll get the exact basket total on your receipt and in the App upon delivery, but it shouldn’t be all that different to the estimate.
  • The price of each unit is displayed next to the ADD button. We provide an estimated price for items that are purchased by an "EACH" but priced by the pound. The estimated total of each item is calculated according to average weight.
  • Hit ORDER to see an estimated basket total. You’ll also see an estimated running total under the ORDER button as you shop.
  • The estimated total of your basket is calculated according to average weights. For example if you order 1 EACH of apple, its price will be calculated on the average weight of 1 apple.
  • When your order gets prepared, the apple in your basket could weigh slightly more or less than the average - so the price may go up or down a little. That’s why this basket total is just an estimate.
  • You’ll get the exact basket total on your receipt and in the App upon delivery, but it shouldn’t be all that different to the estimate.

Use the Search Bar

  • Type what you’re looking for into the ‘Search Natoora’ box at the top.
  • You can be specific or browse more generally by category - cheese, herb, sauce, dairy - if you’re looking to be inspired.
  • Search ‘Essential’ to see a selection of most popular lines, including milk, butter, datterini tomatoes and avocados.
  • Search ‘early’, ‘peak’ or ‘late’ to pull up hero products in their radically seasonal window.

Use Browse

  • Hit ‘Browse’ to see a full list of categories including ‘fruit’, ‘vegetables’, ‘cheese’, ‘charcuterie’, ‘soft drinks & juices’ and more.
  • Tap the category to view the products within

Use Shop

  • Freq - Once you’ve placed your first order, your frequently ordered items will be automatically saved under this tab.
  • Offer - Lines currently on offer or promotion.
  • Fresh - Seasonal fruit and vegetables together with kitchen basics.
  • Deli - Dairy items like Estate Dairy milk, Neal’s Yard cheese and cultured butter.
  • Dry - Store cupboard essentials including polenta, flour, spices, oils and tinned tomatoes.

Once you’ve placed your first order, your frequently ordered items will be automatically saved under the ‘FREQ’ tab.

To help you place your orders, we’ve put together a Quantity Guide.

Use the Search Bar

  • Type what you’re looking for into the ‘Search Natoora’ box at the top.
  • You can be specific or browse more generally by category - ‘cheese’, ‘herb’, ‘pasta’, ‘meat’ - if you’re looking to be inspired.
  • Search ‘essential’ to see a selection of most popular lines, including milk, butter, Datterini Tomatoes and avocados.

Use Browse

  • Hit ‘Browse’ to see a full list of categories including ‘fruit’, ‘vegetables’, ‘cheese’, ‘charcuterie’, ‘curated’, and more.
  • Tap the category to view the products within.

Use Shop

  • To help you find what you're looking for, hit ‘Shop’, then tap on each section:
  • Fresh - Once you’ve placed your first order, your frequently ordered items will be automatically saved under this tab.
  • Offer - Lines currently on offer or promotion.
  • Fresh - easonal fruit and vegetables together with kitchen basics.
  • Deli - Dairy items like Ronnybrook Milk and Yogurt, Neal’s Yard cheese and Journeyman Salumi.
  • Dry - Store cupboard essentials including Mancini Pasta, Maine Grains Flour and Diaspora Spices.

Once you’ve placed your first order, your frequently ordered items will be automatically saved under the ‘FREQ’ tab.

To help you place your orders, we’ve put together a Quantity Guide.

  • To add an item to your basket, first select the unit you’d like to order it in: EACH or LB.
    • Please note: Our App was designed for chefs, who sometimes order very large quantities and whole case. We recommend sticking to ‘EACH’ or ‘LB.’
  • To add an item to your basket, first select the unit you’d like to order it in: UNIT, KG or BOX.
  • Then use the + and - buttons to select a quantity of a product. Some items have a minimum order quantity.
  • Once UNIT and QUANTITY have been selected, the product will go straight into your basket.
  • Hit the PLACE ORDER button to lock in your delivery and confirm your order.
Unfortunately we do not offer home delivery service in CA at this time; we are primarily a sourcing operation for produce going to NY, where we do have a fully functional distribution hub.

You can amend your order up until noon on the day before your delivery slot. You cannot edit your order after this time - it’s being prepared.

You cannot edit your order after this time - it’s being prepared.

We source radically seasonal produce straight from small scale producers. Sometimes produce can go out of season very suddenly or the grower might have a problem with harvesting. We’ll always try to find a substitution for missing products, but some varieties are totally unique. In that case, if a product is missing from your order and is listed as ‘Not Available’ at the bottom of your invoice, you will not be charged.

We source radically seasonal produce straight from small scale producers. Sometimes a variety can go out of season very suddenly or the grower might have a problem with harvesting, in which case we will select the closest possible substitution.

If you believe an item was included in your order that is not a substitute for another product, contact grocerydelivery@natoora.com to request a credit.

To help you place your orders, we’ve put together a Quantity Guide.

When you select each product, you’ll choose between EACH or LB. We recommend sticking to ‘EACH’ or ‘LB’ and avoiding CASE if ever available. Please note: Some products will come in much larger sizes than what you might expect, such as tins of tomatoes, olive oil and butter. The weight of most pantry items is included in the name, which will give you an idea of how much you’re ordering. E.g. Tomatoes, Chopped (2.5 kg).

EACH - means individual piece, like a single apple or 1 avocado. We recommend sticking to EACH where possible, even if the price is listed in lb. An estimated price per each will appear below applicable products.

LB - You can order most lines by lb. Please bear in mind that some will have a minimum order of 0.5lb. To change the increment, use the + and - buttons within the QUANTITY.

BUNCH - Some herbs, greens and brassicas come by bunch. The size is similar to something you’d buy at a market. As products change suppliers throughout the season, sizes may change periodically.

To help you place your orders, we’ve put together a Quantity Guide. When you select each product, you’ll choose between UNIT and KG.

UNIT - Unit means individual piece, like a single courgette or 1 avocado. We recommend sticking to UNIT where possible, even if the price is listed in kg.

KG - You can order most lines by kg. Please bear in mind that some will have a minimum order of 0.5kg.

BUNCH - Some herbs, greens and brassicas come by bunch. The size is similar to something you’d buy at a market.

There is a $60 minimum order within New York City and parts of Hudson County, NJ. For the Hamptons the minimum is $100. If you don't meet our minimum order we'll be in touch.

No

Produce

No. You can also get exceptional quality dairy, charcuterie, cheese, oils and store cupboard goods - flour, rice, tinned tomatoes, dried pulses - all sourced straight from independent producers.

No. You can also get exceptional quality dairy, charcuterie, cheese, oils and store cupboard goods - flour, rice, tinned tomatoes, spices - all sourced straight from independent producers.

Our seasonal fruit & vegetables come straight from our close community of independent growers, who all prioritize biodiversity, heritage and flavour flavor over yield. We know exactly where all our food is coming from and want to share that knowledge with you. You can learn more about our growers, producers and produce by:

  • Tapping on the product to find ingredients, dietary and nutritional information
  • Reading the news and in depth features in the TODAY section of our App.
  • News: Our news feed brings you the latest news from our growers and updates on produce.
  • Features: In depth features that tell you more about the grower, region and variety of our newest lines.
  • Looking at Our Planner: Our planner helps you to see what’s in season, where month by month. It’s divided into Vegetables & Fruit.
  • Signing up to our newsletter, which connects you to our growing community. You have the option to sign up when you register for the App and can also register at any time here.

Any item with a Kosher label has been certified Kosher by the producer. Please email grocerydelivery@natoora.com for more information about the certification.

These items are free of animal-based foods (such as meat, dairy products, eggs, and honey.)

Ovo-Lacto: Items containing eggs and dairy products are considered vegetarian, no meat is present.

We cannot deliver certain items outside of London and Oxford, including ice cream, soups and tins of oil. For such items, we will write ‘only for London delivery’ in the product description on the app.

Delivery

Once you’ve locked in your delivery slot, you have until the Delivery Cut Off Time to amend your order. Once you hit Delivery Cut Off Time, you can no longer amend your order - it is being prepared. To see how long you have until the Cut Off, tap on the ‘ORDER’ tab. Delivery Cut Off Time: noon on the day before your delivery slot.

All customers have until 9.30am on the day before delivery to amend their order.

Once you’ve locked in your delivery slot, you have until the Delivery Cut Off Time to amend your order. There is a countdown bar in the top section of the ORDER window.

Once you hit Delivery Cut Off Time, you can no longer amend your order - it is being prepared. To see how long you have until the Cut Off, tap on the ‘ORDER’ tab. Delivery Cut Off Time: noon on the day before your delivery slot.

Do you deliver in California?

Unfortunately we do not offer home delivery service in CA at this time; we are primarily a sourcing operation for produce going to NY, where we do have a fully functional distribution hub.

  • We currently deliver to all of Manhattan and parts of Brooklyn. On Saturday, we service the south fork of the Hamptons.
  • Delivery days and slots vary by zip code.
  • When you place your order, you will be able to select your preferred delivery day and time slot. Pick from three specific windows or our all day, 7am-4pm slot if you’re going to be home all day.
  • Please note: We will need detailed delivery notes upon creating an account with us to avoid delivery issues. If accessibility to your address is difficult, please be aware we have the right to decline delivery.
  • We now deliver nationwide, excluding certain areas.
  • Our drivers deliver daily to London, Teddington, Kingston-upon-Thames and Twickenham. They also deliver to Oxford (OX1 - OX4) on Tuesdays and Fridays and Brighton on Tuesdays, Thursdays and Saturdays.
  • DPD delivers to all other areas Monday-Friday. They are not currently able to deliver to Northern Ireland, Isle of Man, Isle of Wight, some parts of Scotland and the Channel Islands
  • To find out if we deliver to your area, enter your postcode into the app.
  • Please note, we will need detailed delivery notes at the time of creating your account to avoid delivery issues. If accessibility to your address is difficult, please be aware we have the right to decline delivery.

We will deliver during the time slot you have selected. If you are not at home, your delivery will be left in a safe place outside. We cannot arrange redelivery.

  • For orders in London and Oxford, your delivery will arrive within the hours of your 6am-2pm or 12pm-9pm time slot. With regards to delivery windows, our routes change every day depending on customers, so we are unable to provide more specific delivery times. On the day, you will receive an email to confirm that your order is out for delivery.
  • For all other areas, orders are delivered between 8am-6pm. On the day, you will receive an email from DPD to confirm the 1 hour delivery window. You can also track your order on the day through DPD’s Parcel Tracking Service.
  • If you are not at home, your delivery will be left in a safe place outside or with a neighbour.
  • We cannot arrange redelivery.

To view your chosen delivery slot, simply tap on ORDER. Your slot will show at the top of the screen, under CURRENT.

  • Our vans are refrigerated and designed to keep your produce in perfect condition.
  • We are constantly updating our Driver Health and Safety Training according to government guidelines.
  • The driver will knock or ring the bell and then step 6ft back from the delivery.
  • They will wait until you have taken the order inside before leaving. Please note, our drivers will not be able to enter your property or carry your order in, due to social distancing measures.
  • You will receive an itemized invoice with your delivery. Please check through your order before the driver leaves, as we are not able to offer returns.
  • Our vans are refrigerated and designed to keep your produce in perfect condition.
  • We are constantly updating our Driver Health and Safety Training according to government guidelines.
  • Our driver or the DPD driver will knock or ring the bell and then take three steps back from the delivery.
  • They will wait until you have taken the order inside before leaving. Please note, our drivers will not be able to enter your property or carry your order in, due to social distancing measures.
  • You will receive an itemised invoice with your delivery. Please check through your order before the driver leaves, as we are not able to offer returns.

If our driver or the DPD driver arrives and there is no one home, they will call your contact number. If there is no response, your delivery will be left in a safe place outside, or with a neighbour. We cannot arrange redelivery.

  • Delivery is £4 for London and Oxford orders, and for Brighton £7 for weekday and £10 for Saturday orders
  • Delivery is £7 for the rest of the UK

We have a flat delivery rate of $6 for every order within New York City. For the Hamptons the flat charge is $20 per order.

Yes, we deliver to the south fork on Saturday. There is a $100 minimum order and $20 delivery fee.

  • Your order will be delivered in case or crates. We do not collect these back.
  • Produce will either be loose or in minimal packaging in our efforts to reduce plastic.
  • You can read more about our Plastic Free mission here.
  • London and Oxford orders will be delivered in boxes or crates. We do not collect these back. Produce will either be loose or in minimal packaging in our efforts to reduce plastic. Our cardboard punnets are completely recyclable and the film is home compostable.
  • For all other locations, orders will be delivered in premium insulated, wool-lined boxes with ice packs, cardboard corrugated sleeves and honeycomb wrap for protection. Our packaging is robust and ideal for chilled foods.
  • Where possible, our packaging materials are recyclable, reusable and/or biodegradable.
  • As pioneers in plastic-free packaging, we continue to prioritise sustainable solutions. You can read more about our Plastic Free mission here..
Payments & Refunds

There is a $60 minimum order within New York City. For the Hamptons the minimum is $100. If you don't meet our minimum order we'll be in touch.

No.

To change any of your personal details like credit card or delivery address, you’ll need to get in touch by email at grocerydelivery@natoora.com or call on 347-927-0319

To change any of your personal details, you’ll need to get in touch by email at homedelivery@natoora.com. Customers can update their card details within the Payment Methods section of the app.

You’ll enter your card details when you set up your account and we’ll charge you via Stripe. We accept all major credit and debit cards. Your card will be charged on the same day that your order is sent out. Customers can update their card details within the Payment Methods section of the app.

  • The price of each unit is displayed next to the ADD button. We provide an estimated price for items that are purchased by an "EACH" but priced by the kilogram. The estimated total of each item is calculated according to average weight.
  • Hit ORDER to see an estimated basket total. You’ll also see an estimated running total under the ORDER button as you shop.
  • The estimated total of your basket is calculated according to average weights. For example if you order 1 EACH of apple, its price will be calculated on the average weight of 1 apple.
  • When your order gets prepared, the apple in your basket could weigh slightly more or less than the average - so the price may go up or down a little. That’s why this basket total is just an estimate.
  • You’ll get the exact basket total on your receipt and in the App upon delivery, but it shouldn’t be all that different to the estimate.
  • The price of each unit is displayed next to the ADD button. We provide an estimated price for items that are purchased by an "EACH" but priced by the pound. The estimated total of each item is calculated according to average weight.
  • An estimation of price per piece is noted under applicable products.
  • Hit ORDER to see an estimated basket total. You’ll also see an estimated running total under the ORDER button as you shop.
  • The estimated total of your basket is calculated according to average weights. For example if you order 1 EACH of apple, its price will be calculated on the average weight of 1 apple.
  • When your order gets prepared, the apple in your basket could weigh slightly more or less than the average - so the price may go up or down a little. That’s why this basket total is just an estimate.
  • You’ll get the exact basket total on your receipt and in the App upon delivery, but it shouldn’t be all that different to the estimate.

MISSING ITEMS

  • If an item is missing on your invoice and this is stated as ‘Not Available’ at the bottom of your invoice, it’s either because we’re out of stock or the season has ended.
  • Any item listed as ‘Not Available’ will not be charged.
  • If it’s still in season, you can try adding it to your next order.

DAMAGED PRODUCE

  • It’s important to check your delivery as soon as it arrives.
  • Call our dedicated Home Delivery Customer Service Team on 347 927 0319 or email grocerydelivery@natoora.com to organize a refund. Have your order number and address to hand.
  • If you notice something after the driver has gone, please email details of the damaged product with an image within 12 hours of delivery. After 12 hours, we will not be able to offer a refund.
  • It’s important to check your delivery as soon as it arrives.
  • Call our dedicated Home Delivery Customer Service Team on 0207 237 0346 or email homedelivery@natoora.com to organise a refund. Have your order number and address to hand.
  • If you notice something after the driver has gone, please email details of the damaged product with an image within 12 hours of delivery. After 12 hours, we will not be able to offer a refund.

MISSING OR DELAYED DELIVERY

Please call our dedicated Home Delivery Customer Service Team on 347 927 0319 who will be able to update you on your delivery.

Please call our dedicated Home Delivery Customer Service Team on 0207 237 0346 who will be able to update you on your delivery.

  • We offer a refund if an item in your order is damaged or out of date on arrival.
  • Call our dedicated Home Delivery Customer Service Team on 347 927 0319 or email grocerydelivery@natoora.com to organize a refund. Have your order number and address to hand.
  • If you notice something after the driver has gone, please email details of the damaged product with an image within 12 hours of delivery.
  • After 12 hours, we will not be able to offer a refund.
  • We offer a refund if an item in your order is damaged or out of date on arrival.
  • Call our dedicated Home Delivery Customer Service Team on 0207 237 0346 or email homedelivery@natoora.com to organise a refund. Have your order number and address to hand.
  • If you notice something after the driver has gone, please email details of the damaged product with an image within 12 hours of delivery.
  • After 12 hours, we will not be able to offer a refund.
  • We’ll ask for your card details when we first set up your account but rest assured, they are held only by Stripe - a secure, third party payment platform - and we do not have access to them. For payment methods that require authentication, Stripe 3D secure verification is used. This provides strong authentication in line with government regulation. Your card will only be charged on the day that an order is sent out. Customers can update their card details within the Payment Methods section of the app.
CHRISTMAS DELIVERIES

Our last London delivery day before Christmas will be Friday 24th December, with deliveries available for the 6am – 2pm slot. There will be no deliveries on Saturday 25th and Sunday 26th December. Deliveries will return to normal on Monday 27th December. On Friday 31st December, there will be deliveries for the 6am – 2pm slot. There will be no deliveries on New Years Day, with deliveries returning to their normal schedule on Sunday 2nd January 2022.

Our last nationwide delivery day before Christmas will be Thursday 23rd December. There will be no deliveries between Friday 24th and Wednesday 29th December, with delivery slots available on Thursday 30th and Friday 31st December. There will be no further deliveries until Wednesday 5th January 2022, when deliveries will return to their normal schedule.