How May We Help You?
Frequently Asked Question
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 a minimum spend of £10 per order.
There is a minimum spend of £10 per order. 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
Where do you deliver?
Locations: Abbey Wood, Erith, Thamesmead and BelvederePost 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?
10am - 9.30pm 7 days a week.
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
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
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?
have dedicated teams in place to support our customers. Please send us
an email at email@example.com 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 firstname.lastname@example.org 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.
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 email@example.com 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.