Frequently Asked Questions

Can I order over the phone?

Yes, it is preferable to place your order online so you can browse the range and make your selections in your own time but we do have a dedicated car park collection phone line.

Telephone ordering:

01768 807 148

9am-11am, Monday-Friday.

We have two people manning the phone line. If you don’t get through initially, please keep trying.

Is the service completely contactless?

It is, providing you open your boot and wait in the front of your car, or away from the car at a safe distance. The staff member will not come within two metres of you, and will not touch your car. Our staff leave the boot open after loading the shopping, for you to close it for this very reason.

Is there a minimum order?

Yes, we have a £30 minimum spend for click and collect orders.

 

Are you doing home deliveries?

We’re not doing door-to-door home deliveries at the moment.

Cranstons has an online shop which uses a national courier service that can deliver to your door. Visit: cranstons.net/store

 

I’ve placed a click and collect order but I haven’t received a confirmation email?

Firstly, check all the folders in your email account including spam/junk. If no luck, check the payment is pending in your bank account. Should the payment not be pending, your order has timed out and not placed. You’d need to place your order again.

Call us if the payment is pending and you haven’t received an email as we can check the system to see if your order completed and will be processed or failed.

Is click and collect available at Hexham?

It isn’t. We are operating the service from three of our food halls: Cumbrian Food Hall, Orton Grange and Brampton.

Hexham shop has its own collection system so we recommend you ring the shop on 01434 602 271

Can I add to my order?

Once an order is confirmed I am afraid we cannot change it. A no change to order policy allows us to fulfil more orders and help more vulnerable people.

Providing you meet the order cut off (12pm, day prior to collection), you can place a further order of £30 or over, just state in the notes your other order number so we can collate them.

Can I change my collection date?

You can amend an order collection date up until 10am two days prior.

I.E. If you are due to collect on a Saturday, providing you let us know before 10am on Thursday, you can move the collection date back.

If you wish to change a collection day please email enquiries@cranstons.net with:

Your order number, original collection date and time, and the desired collection date and time.

Please note: Collection dates are Tues-Sat only, and Brampton Food Hall has no AM option.

Are the selection boxes available to buy in-store?

The selection boxes themselves are not available, however the products are able to be purchased in-store subject to availability.

Fresh fruit and veg is only available at the Cumbrian Food Hall and Orton Grange.

 

What I wish to purchase isn’t available online. 

We have devised an extensive range of the most popular items for click and collect. Unfortunately we are unable to add other items from our food halls to your order if they do not appear on the online listings.

When I’m at my local Cranstons, where do I collect my order?

Cumbrian Food Hall Penrith: Follow the sign posts to the overflow car park behind the food hall (down the ramp at the Café Oswalds end of the building) and park in a numbered bay.

Orton Grange: Drive into the parking area at the rear of the food hall by the Beauty Loft entrance and park in a numbered bay.

Brampton: Park in the cobbled area outside the food hall.

 

In all instances please call the number given on your confirmation email to notify our teams of your arrival. Then open your boot ready for your shopping to be loaded.

Can I order and collect the same day?

We have a 12pm cut off for next day collection.

Our collection days are Tuesday – Saturday.

We have opened the phone lines 9am-11am for those who are struggling with ordering online.

This lead time allows our teams to process them with production. i.e meat packs can be made up, pies can be ordered and baked, bread and milk can be ordered in.