FAQ

To help keep you and our delivery drivers safe, they are following social distancing guidelines. This means they will keep a 2-metre distance from you and won't come into the property, unless it is one of the exceptions below.

If you are a vulnerable, disabled or elderly customer, you can ask our delivery drivers to take your shopping inside your home. They will do so, providing they believe it is safe and practical. Unfortunately, they won’t be able to enter your home if you are self-isolating.​

​For deliveries to a residential apartment block, we will generally deliver to the front door of your apartment. However, we reserve the right to deliver only to the main entrance of the property if the driver believes it is unsafe or not practical to deliver to your apartment front door.

For deliveries to a business address, delivery will only be made to the ground floor communal area/entrance.

Yes, we’ll deliver to customers in self‐isolation. You can let us know that you’re in self‐isolation when you order (using the delivery notes box) or let the driver know at the door, so that they can deliver safely.

Our drivers will deliver to your doorstep while keeping a 2‐metre distance from you. If you live in a flat, your groceries will still be delivered to your front door.

Delete your temporary internet files and your cache. For more information on how to do this, have a look in the help section of your web browser or in the settings on your mobile if you're using the app.

Please try and process your order again. If this doesn’t work, refer to your browser (e.g. Internet Explorer, Google Chrome, Safari) support to delete your browsing history and clear any temporary internet files and cookies, in case these are causing the issue.

This means that there’s a problem authorising your card. We would advise you to contact your issuing bank to resolve this. If your card issuer can’t help, please refer to your browser (e.g. Internet Explorer, Google Chrome, Safari) support section. Delete your browsing history and clear any temporary internet files and cookies in case these are causing the issue.

If you see this message, make sure you’re using a valid card type and entering the card number correctly, without spaces. Remember, atoz.store doesn’t accept Visa Electron or Solo cards.

We ask for the security number from your payment card to prevent your account being used fraudulently. On most cards, the security code is the last 3 digits printed on the signature strip. On American Express cards, the security code is 4 digits and is found on the front, in the bottom right.

If your card expires at the end of the current month, it may not verify on the site. This is because it may expire before we take payment. Therefore, we won’t be able to verify your new card as it won’t be activated until your current card expires.

If your card is Visa, American Express or Mastercard, please don’t enter an issue number – just leave the box blank.

If there’s an item missing from your delivery and no substitute has been provided, please send email to us.

Delays sometimes happen due to circumstances beyond our control, for example, adverse weather conditions, unexpectedly heavy traffic or a mechanical issue with the delivery van, so we’ll call or text you about any delay as soon as we can.

If an item is damaged, hand it back to your delivery driver who will process a refund. If you only spot this after the driver has left, you can return it by mail and a refund will be processed.

You can pay with Visa, Mastercard, American Express.

Yes, you can. Please take a look at our returns and refunds policy to understand how this would work.

We’re not perfect, but rest assured, when there’s an issue, we’ll be working hard to fix it fast, so come back very soon.