Got a question about buying through Egg Next Door? We’ve answered our most frequently asked questions below. If there’s something else that needs clearing up, get in touch and we’ll be happy to help.

You can find all the information you need to know about setting up your very own Egg Next Door shop on our Sellers page.

How do I use the Egg Next Door search engine?

You can browse through products on Egg Next Door using various search criteria.

Location: Enter a postcode to search for products in a specific area, or use the GPS locator to find out what’s being sold near you.

Keyword: Search by product name or use a keyword and you’ll be presented with all the products that match your description.

Category: Pick a category you like the sound of, then click search to discover all the products within that category.

To refine your search further, try using multiple categories at once to locate the perfect product for you.

How do I pay for my purchase?

You can pay for your goods in person, via credit/debit card or through Stripe.

In person: Use Egg Next Door to contact the seller and agree a price and delivery charge before making the exchange in person. Please be respectful of any time constraints that the seller may have.

Via credit/debit card: Add the items you wish to purchase to your basket. When you’re ready, click through to the checkout. Choose your preferred method of payment and enter your details, double check that you’ve ordered the right items, then click purchase. Upon completion, you’ll receive a message to confirm that everything has been processed.

Can I buy from a seller without using Egg Next Door’s buying process?

Certainly! There are a few options here.

Pay in cash: Agree a price and delivery charge before exchanging cash, and remember to stick to the agreed times with your seller.

Pay via bank transfer: You or your seller may prefer the security of a bank transfer over a cash exchange. Communicate with your seller to agree the relevant details, and be sure to ask for written confirmation of your agreement before paying.

Exchange goods: In the spirit of community, we encourage our sellers to trade for goods as well as cash. For example, you may wish to trade a dozen eggs for a jar of jam. As above, ensure that the details are agreed in advance and that time restraints are respected.

Some of the goods advertised on Egg Next Door may be non-refundable. You can check out our terms and conditions for more details.

How do I contact the seller?

There are a variety of reasons why you may wish to contact the sellers on our site, from discussing sizes and colours to organising replacements for a damaged or faulty order.

To contact any Egg Next Door seller, use the contact seller button at the top of their page listing. Some sellers may also display a phone number that you can use to contact them. If they have requested a specific time slot for phone calls, please respect this.

When will I receive my order?

Shipping times are set by the seller and should be specified, indicating the period within which the seller will post your item. Delivery times may vary. For further information about when your order will be delivered, please contact the relevant seller directly.

If you are waiting longer than expected for your order to arrive, contact the seller directly. If you have not heard from them within seven days, contact Egg Next Door and our team will attempt to contact the seller on your behalf.

In the rare event of a seller not delivering your goods, we recommend that you cancel your order and request a refund from the seller in writing. If the seller is unresponsive or non-compliant, claim for a refund via Stripe or the credit/debit card you used to purchase the item. For more information, contact your card provider or see the Stripe help page on disputes and fraud.

Disputes can only be opened within 45 days of the date of payment. Please make sure you report the seller to Egg Next Door so we can take action.

How can I cancel my order or ask for a refund?

When buying with Egg Next Door, the sales contract is between each individual seller and you the buyer. Egg Next Door provides a service to facilitate that contract, but is not responsible for it or its fulfilment.

Please note that unless faulty, the following types of items are non-refundable: items that are personalised, bespoke or made-to-order to your specific requests; items that deteriorate quickly (e.g. food); any items sold with a hygiene seal (e.g. underwear) in instances where the seal is broken.

Cancelling your transaction

You have the right to cancel your order and return the item to the seller for a full refund, even if the item is not faulty in any way. First you must contact the individual seller within 14 days of receiving your item(s), and you must do this in writing. The seller can then organise your refund or simply cancel the order if it has not been paid for.

Get in touch with the seller by clicking on the ‘contact’ link at the top of their profile page, or send them an email.

When contacting the seller, please state the date of order; the username/email address you used to order, the item name, quantity of items and the price you paid. Alternatively, copy and paste the text form below, fill in the blanks and email or post it to the seller.

To [Seller’s name, geographical address and email address here]:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]:

Ordered on [*]/received on [*]:

Reason for cancellation (optional):

Name of buyer(s):

Address of buyer(s):

Signature of buyer(s):

Date:

[*]: Delete as appropriate

Important: DO NOT send the cancellation form to Egg Next Door. You MUST send it to the seller!

The seller will contact you to organise the return of the goods. Unless the goods are faulty, you are usually responsible for the return postage costs. The seller should provide a refund which includes the cost of outward postage within 14 days of receiving the returned goods, or within 14 days of you providing evidence that you have posted the goods back, whichever is soonest. The seller is entitled to deduct money from the refund if the item shows evidence of use which diminishes its value.

You have a right to return goods if they develop a fault up to six months after receipt of the goods. Depending on the circumstances, you may be entitled to a repair, replacement or a full or partial refund. Please contact the seller to inform them of the fault so that they can try to sort the problem out for you.

Lost items

If the item has been posted but is lost in transit, the seller should provide a refund or re-deliver the same item. Please contact the individual seller to report a lost item.

In the rare event of a shop not delivering your goods you should claim for a refund via your credit card company you used to purchase the product or Stripe. For more information see the Stripe help page on disputes and fraud. Disputes can only be opened within 180 days of payment. Make sure you report the seller Egg Next Door so we can take action.

I’ve emailed the seller but they haven’t replied!

If you have not heard from the seller within a reasonable time, or if you no longer have access to their details or need any other assistance in contacting the seller, please let us know and we will do our best to help.

How do I leave a product or seller review?

If you are a registered buyer and have used Egg Next Door to buy a product, you can leave a product or seller review.

To review a product, log in and find the product you have bought, where you will find an option to leave a review and give the product a rating. To review the seller you have purchased your item from, visit their profile page and look for the option to leave them a review and rating.
Wherever possible, we encourage buyers to settle issues with sellers directly rather than leaving negative feedback on their profiles. If you have left a review that you would like changed, contact us and we will amend your feedback with the sellers agreement.