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Copy of FAQs

What is Pace?

Pace is a local delivery service that provides on-demand delivery of everyday grocery items and alcohol. Simply order your items online, then sit back and relax, as we deliver them to your home or office in a matter of minutes.

What is the story behind Pace?

Pace launched in 2020 to provide an instant on-demand delivery service of convenience items at low prices. We buy in bulk and deliver to you directly from our micro fulfilment centre, so you can enjoy supermarket prices on food, drinks, alcohol and personal care, without ever having to leave your home or office.

How does Pace work?

Simply order your items online, then sit back and relax, as we deliver them to your home or office in a matter of minutes.

What is the delivery fee?

There is a fixed £1.99 delivery fee added to each order.

What is the minimum spend?

There is no minimum spend.

How long will it take to get my order?

We aim to fulfil your order within 30 minutes, but this does not account for delays due to road works, the weather and other factors not in our control.

Where do you deliver?

  • Locations: Abbey Wood, Erith, Thamesmead and Belvedere
  • Post Codes:  DA5, DA8, DA16, DA17, DA18, SE18, SE2, SE28

If your location is not currently serviced, don’t fret, as there are plenty more locations to follow soon, we promise.

What are your delivery times?

  • Monday to Thursday: 3 pm - 11 pm
  • Friday and Saturday: 24 hours
  • Sunday: Until 10 pm

What COVID-19 safety precautions are you taking?

Pace is adhering to Government-issued health and safety Covid-19 guidelines and taking every precaution to ensure the health and safety of our team and customers. Our delivery drivers are fully-equipped with face masks and hand sanitisers. We also offer contactless delivery to minimize risk.

Do you offer contactless delivery?

Yes, we offer contactless delivery.

How does contactless delivery work?

Our delivery drivers will be asked to let you know once they have arrived at your location. The driver will place the order outside your door and take a step back to abide by social distancing guidelines. The driver will then wait at a safe distance for you to collect your order. Once you collect the order from the doorstep, the order will be completed.

Do you accept cash?

No, all payments are processed on our website.

How is the food delivered to me?

Once you place an order online, it is sent directly to our micro fulfilment centre, where the order is packaged and collected by one of our delivery drivers. The driver will then drive to your address and alert you on their arrival. The driver will then place the order on your doorstep and wait at a safe distance. Once you collect the order from your doorstep, the order is complete.

How is the food packaged?

We use eco-friendly brown paper bags, which can be recycled to package items.

What if something is wrong with my order?
We have dedicated teams in place to support our customers. Please send us an email at info@gopace.co.uk or send a message in-app using the chat.

What if my order is late?

We aim to deliver orders within 30 minutes, however, please be aware that there are things outside of our control that can cause delays, such as road works and weather.

If we become aware that an order may not arrive within the estimated delivery time, we aim to proactively call you to update you on the situation. Our team will always work to get orders delivered as quickly as possible.

Should you need to contact us, please send us an email at info@gopace.co.uk or send a message in-app using the chat.

What if I am not around when my order arrives?

Our delivery drivers will always try to call you once they have arrived at the delivery location. If they’re unable to contact you, our Customer Service team will try and reach you via phone and email.

If we cannot get hold of you, the order will be returned and total refunded, however, you will still be charged for delivery. To prevent this from happening, we urge you to keep your phones handy and check emails during the delivery time for any updates. Additionally, ensure contact and address details are kept up to date.

Can I return my items?

If items are damaged upon delivery, they can be returned. To return damaged items, please email info@gopace.co.uk with your telephone number and we will arrange for a delivery driver to come to your address and collect the items to be returned. Once the items are collected a refund will be arranged within three working days.

Accordion with symbols

In this example we have added a "plus" sign to each button. When the user clicks on the button, the "plus" sign is replaced with a "minus" sign.

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