Nutrition essentials Parties and events Labelling rules Labelling termsTop-level navigation |
You have the right to expect various things when ordering food from a business in the UK. For example, the business must:
Often, if a product you have ordered is not available, supermarkets will substitute another product. It's a good idea to check the supermarket's policy on substitutions before you order, so you know what your options are if you receive a product you don't want.
First of all, contact the business and give them a chance to put it right. Put your complaint in writing and include:
Contact the trading standards service at the local authority where the business is based. You can use our postcode 'How to complain' search to find your nearest local authority food enforcer. Remember that advertising rules will vary according to the country where the business is based. Claims about products could be less reliable outside the European Union (EU).
You can order meat and dairy products if they come from within the EU. However, you shouldn't order meat and dairy products, including canned meat, dried meat and cheeses, from countries outside the EU.
If foods that need refrigerating (such as fish, meat products, cooked foods, many dairy products and ready-prepared salads) are sent by post or courier, they should be delivered as quickly as possible, ideally overnight, and they should be kept cool until delivery. When you place an order, make sure you know when to expect delivery. If foods that need refrigerating are delivered late, this might mean they haven't been kept cool enough. For this reason, it's better not to accept food after the intended delivery time printed on the package.
Foods that need refrigerating (such as fish, meat products, cooked foods, many dairy products and ready-prepared salads) must be kept cool while they're being transported. Sometimes they'll be packed in an insulated box with a coolant gel, or in a cool bag. If you order food that needs refrigerating and it will be travelling a long distance, check with the supplier what they do to keep it cool until delivery. Products that are vacuum-packed, such as smoked fish, should still be kept cool.
Food should be sent in packaging that is strong and intact. If a pack is open, damaged or leaking, it's best not to eat the food. You might be able to reject the delivery. Otherwise, contact the supplier to tell them.
Often your shopping will be delivered in a refrigerated van and this is good practice, because it's an effective way to keep food cool. But it isn't always essential for food to be refrigerated while it's being transported, providing that it's delivered quickly. If you're concerned about the way your food is delivered, contact the supermarket.
If foods that need refrigerating aren't kept cool enough during delivery, they could make you ill. So if this type of food arrives and it's obviously not cold, it's better not to eat it. You might be able to reject the delivery, depending on the terms of your contract with the supplier. Remember, it's a good idea to check the business's service promises before you order.
If you order food from home, then the food safety rules of the country where the business is based will apply. If you order food from a business within the UK, then UK rules will apply. Within the EU, food safety rules are based on the same European Commission (EC) Directives, so foods ordered from other EU Member States should conform to similar standards. Outside the EU, the rules differ from country to country, so you can't be sure that the same standards will have been applied as in the EU.
Generally, food products must be labelled in a way that's easy to understand, with print that's clear enough to read. The label must give the following details:
There's no legal requirement to supply labelling information online or in a catalogue - this will depend on the policy of the supplier.
'Use by' means exactly that. You shouldn't use any food or drink after the end of the 'Use by' date shown on the label. Even if it looks and smells fine, using it after this date could put your health at risk and cause food poisoning. You will usually find a 'Use by' date on food that goes off quickly, such as fish, meat products, many dairy products and ready-prepared salads. Usually, food with a 'Use by' date needs to be kept in the fridge. 'Best before' dates are generally used on foods that last longer, such as frozen, dried or canned foods. It should be safe to eat food after the 'Best before' date, but the food will no longer be at its best. After this date, the food might begin to lose its flavour and texture. However, you shouldn't eat eggs after the 'Best before' date. This is because eggs can contain salmonella bacteria, which could start to multiply after this date. As with all food products, you should always follow any storage instructions. If the label says 'Keep refrigerated' you should put the food in the fridge as soon as it arrives.
You can sell food products bought in this way, as long as the products comply with all the relevant requirements of UK food law, for example in relation to labelling and food hygiene. If you're planning to sell food, you might also have to comply with regulations that apply to food businesses. If you're not sure, contact your local authority for advice. If food products don't comply with UK law, it could be an offence to sell them or give them away.
The following organisations might be able to give you further information on buying food from home: Department for Business, Enterprise and Regulatory Reform email distance.selling@dti.gov.uk National Association of Citizens Advice Bureaux (NACAB) Consumers International email odte@consint.org Office of Fair Trading email enquiries@oft.gsi.gov.uk To find details of your local trading standards service, search by postcode or look up your local authority in the telephone directory.