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 if aren’t confident shopping online you can ring 01768 868 680 selecting option 1 during office hours Monday to Friday.

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.

What collection slots can I choose?

Our collection days are Tuesday , Friday and Saturday.

Tuesday slots are 2-3pm from the car park or 5-6pm in store at all 3 sites.

Friday slots are 2-3pm from the car park or 5-6pm in store at all 3 sites.

The Cumbrian Food Hall and Orton Grange Saturday slot is 10-11am, the Brampton Saturday slot is 2-3pm.

Is there a minimum order?

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


Are you doing home deliveries? .

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


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 order and collect the same day?

No – sorry, we have an 11am cut off the day before collection. This allows us to ensure all items you select are available.

Our collection days are Tuesday , Friday and Saturday.

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 as many people as possible

Providing you meet the order cut off (11am a 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.

Is this service just for those self-isolating/ vulnerable?

No it is open to everybody- we have lots of slots and are happy for anyone to use one.

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 with:

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

Please note: Collection days are now Tuesday, Friday and Saturday only.

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.