Shipping policy

SHIPPING & DELIVERY POLICY

Last Updated: July 8, 2026

Welcome to NoshRocket! We operate a localized, on-demand personal shopping and courier service across Salisbury. Because we handle fresh food, groceries, and local retail items, our delivery procedures are designed to get your items to you quickly, safely, and transparently.

1. Delivery Zones & Postcode Restrictions

We proudly serve Salisbury, Wiltshire, and surrounding areas.

  • The 6-Mile Radius: Delivery is strictly limited to a 6-mile radius from the designated operational zone "beacon" of the vendor you are ordering from.

  • How Zones Work: To ensure fair and accurate pricing, we calculate distances from central geographical beacons (for example, the Salisbury City Centre beacon is located in the Market Square).

  • Out-of-Zone Orders: If you attempt to place an order to an address outside of the 6-mile radius from the vendor's zone beacon, our system will automatically prevent the order from completing at checkout.

2. Dynamic Delivery Fees (Our "Pass-Through" Model)

We believe in supporting local drivers. NoshRocket operates a 100% pass-through model for delivery fees—we do not take a cut or make a profit from the courier fee. Every penny goes directly to your driver.

Delivery fees are calculated dynamically at checkout based on the following structure:

  • Collection Fee: £3.50 per order.

  • Distance Fee: £1.25 per mile (calculated from the zone's central beacon to your delivery address).

3. Order Fulfilment, Tracking & Hours

We operate 7 days a week, from 10:00 AM to 10:00 PM (operational hours may be extended for special local events or Bank Holidays).

  • Speed of Service: Once you place an order, our system transmits it to the vendor within minutes. We aim to have an independent courier dispatched and at the venue within 20 minutes of the order being accepted (or longer if the vendor specifies an extended preparation time).

  • Live Tracking: All deliveries are managed via our logistics partner, Shipday.com. As soon as a courier accepts your delivery, you will receive a live tracking link via text/email. You can track your courier to the store, see when the order is collected, and monitor their journey to your door.

4. The "No-Answer" & Doorstep Drop Policy

Couriers are on tight schedules to keep everyone's food hot. If a courier arrives at your property and you do not answer, we operate the following strict protocol:

  1. The courier will make two distinct attempts to knock or ring the doorbell.

  2. If there is no answer, the courier will call your registered phone number.

  3. If there is still no response, the courier will execute our Drop at Doorstep Policy.

Drop at Doorstep: The courier will leave your items safely at your doorstep or building entrance, take a digital photograph as proof of delivery, and conclude the journey. Because the vendor and the courier have fully fulfilled their service, the order is considered complete. NoshRocket is not liable for items that deteriorate or go missing after being left. Note: You can also request a contactless doorstep drop automatically by leaving instructions in the delivery notes at checkout.

5. Age-Restricted Items (Alcohol & Tobacco)

If your order contains age-restricted products, our delivery protocol changes strictly to protect the community and comply with UK law:

  • Challenge 25 Policy: Our couriers operate a strict Challenge 25 policy. Unless a customer is truly and obviously senior, the courier will request physical photo identification before handing over the goods.

  • Approved Identification Only: In accordance with GOV.UK and the National Proof of Age Standards Scheme (PASS), we only accept the following unexpired forms of physical identification:

    • Valid Passport (UK or International).

    • Photo Driving Licence (UK, Isle of Man, or Channel Islands - Full or Provisional).

    • EU National Identity Card.

    • Proof of Age Card issued under the PASS Scheme carrying the official hologram (including the Post Office PASS card, CitizenCard, Young Scot card, My ID Card, or TOTUM card).

    • Note: Digital copies, photos of IDs on phones, student cards without the PASS hologram, or building passes will not be accepted under any circumstances.

  • Privacy Note: Our couriers sight your identification visually only. NoshRocket does not photograph, scan, copy, or retain any personal identification documents.

  • Intoxication & Zero-Conversation Policy: Our couriers are trained to recognize signs of impairment. If a courier reasonably believes a customer is visibly intoxicated by alcohol or drugs upon arrival, a Zero-Conversation Policy is triggered. The courier will immediately cancel the handover, retain the items, and leave the premises.

  • Refusal Refunds: If an age-restricted delivery is refused due to lack of valid ID or visible intoxication, the items will be returned to the store. You will be refunded only for the cost of the physical goods. The delivery charges and service fees are strictly non-refundable, as these elements are spent by way of paying the driver for their time and journey.

6. Governing Law

These delivery and shipping terms are governed by the laws of England and Wales. Any disputes arising in connection with this policy will be subject to the exclusive jurisdiction of the courts of England and Wales.

7. Contact Us

If you have any questions regarding an active delivery or our transport policies, please reach out to our launch team at:

  • Trading Name: NoshRocket

  • Email Contact: Launchpad@Noshrocket.co.uk

  • Physical Address: 98 Carmelite Way, Salisbury, SP1 2HW, United Kingdom