New procedures and FAQs against COVID-19

Dear customers,

We are very sorry if our services are not running as smoothly as usual, for instance we are not able to offer same or next day delivery. Like all Supermarkets, we are working hard to keep up with the higher demand and ensure that everyone gets what they need.

Thank you for your understanding and collaboration.

With the Worldwide spread of the COVID-19, we are committed to adhere to the WHO (World Health Organization) and the Government directives. As we import products from Italy, we are also closely following the directives and protocols advised by International Authorities.

All of the staff have been trained to adhere to the current requirements and are following strictly any new additions to the Health and Safety procedures and protocols. To ensure that the highest standards are maintained, the staff is been constantly kept up to date with the new information and directives as they are released.

It is of vital importance for us to ensure that any and all procedures are in place to support the health and well-being of everyone, therefore we have made some necessary changes tour operations. We kindly ask for your collaboration.

These are the changes we are implementing immediately, and that temporarily are an addition to our T&C:

Contact-free delivery

LONDON ORDERS: Limiting contact when delivering orders will help keep everyone healthy, so from today your driver will no longer be carrying them into your home or handing them to you directly. Please remain inside your home when your shopping arrives. Your driver will leave the shopping bags on your doorstep and will notify you of when this is done. Furthermore our drivers will be provided of gloves, masks and antibacterial gel.

Cash-on-delivery will no longer be accepted as method of payment and if it has been already selected we will call or email to proceed with an alternative method of payment. Orders will not be delivered without payment.

OUTSIDE OF LONDON ORDERS: Please refer to the guidelines of the courier Company at https://www.dpd.co.uk/content/products_services/covid-19-updates.jsp


Amendments to orders

We are not accepting ANY amendments to orders already placed as by adding or removing any items 'manually', the stock wouldn’t be updated on time and more people would be left able to order items which are not available in the warehouse. Please double check the items in your basket before placing the order. This will also help us better manage the increased number of orders.

If additional items are required, we suggest placing a new order.


Availability of Products

We are working closely with suppliers to restock products regularly so all customers get what they’ve ordered each time they shop but please bear in mind that we receive our items from Italy and there might be a longer wait for us to receive the cargo and shipment.

Some of our products are shipped by air therefore, as there have been some issues with flights to and from Italy, Buffalo Mozzarella and Fresh cheese won’t be available until further notice.

Please keep an eye on the website for product availability.


Here is some ways to help make a difference:


  • Buy responsibly
    We continue to see high demand for certain products as customers are choosing to stock up. To help our community in this time of need, we will be monitoring the orders and limiting the quantities ordered so that everyone can get what they need.

  • Placing an order in advance
    The time slots are filling faster than usual therefore we suggest booking ahead of time to avoid disappointment. We have incremented the number of our deliveries per time slots and will be opening them as soon as they become available. Please bear in mind that the time slot found in the website at checkout is the first available one and at this time we cannot accept any requests for an earlier delivery.

  • Re-scheduling deliveries and Food Waste
    Now more than ever we are committed to limit food waste, therefore we ask you to please ensure that the delivery address is correct when placing an order, as it is not possible to change a delivery address once the drivers are on their way. Orders that return to our warehouse will be rescheduled according to slot availability, which can take a few days.
    Please also make sure there is somebody to pick up the order at the delivery address, or add a note to the delivery instructions with directions to a safe place or neighbor, or the order will be returned to the warehouse.
    As time slots are full we will re-schedule deliveries when we are available and are limited in accepting requests, therefore some fresh items will be thrown away and it is possible it won’t be possible to replace the product. Missed deliveries or food waste will be charged in accordance with our pre-existing T&C.

  • Maintain social distance
    To ensure prevention and protect the Public Health, Shop in person or collections are not allowed in our warehouse until further notice.

Customer Service

Due to the large number of people trying to reach us, our operators are extremely busy. We suggest writing an email to info@nifeislife.com. We will answer all the emails, albeit it might take slightly longer. We may not always get it perfectly right but we are trying our best.

We would also like to take this opportunity to thank you for your continued support and loyalty.

Kind Regards,

The Nifeislife Team


FAQ

Please take a look at our new FAQs which substitute our pre-existing ones until further notice.


  • Is my order confirmed?
    Rarely the confirmation email is sent to spam and not received. Login into your account, click on Orders, and if you have an order number it means we have received the order.

  • Why is my order Pending?
    It shows as pending as we only process orders shortly before the delivery date. This also means that the payment hasn’t been taken yet and you will be able to see the status change to Paid, once we have completed preparing and processing the order.

  • Can I amend my order?
    At this time we are not accepting any changes to orders, which means no adding, removing, or swapping items.

  • Can I get two deliveries together?
    If both deliveries are placed for the same day, then you will receive them the same day. It is not possible to anticipate the delivery date. For instance, if you have a delivery on the 28th April, and one for the 10th May, we cannot anticipate the later shopping to be delivered with the earlier one.

  • Can I cancel my order?
    It is possible to cancel your order by sending us an email at info@nifeislife.com at least 2 days before the due date of your order. If an order is cancelled after the cut out times and it contains made-to-order products (cooked items, fresh meats, and fresh fish) these will be charged.

  • Can I have my delivery earlier or at a later date?
    Delivery slots fill up quickly, therefore we are unable to move the delivery dates to an earlier date. It is possible however to move the delivery to a week or more later. Please send us an email at info@nifeislife.com 2 days before the order is due.

  • I can't proceed to the payment page
    This means the method of payment inserted is expired or not valid anymore. Please log in to your account, click on Payments, and remove the old payment method. It will be possible to add a new one when placing a new order.

  • When do you take the payment?
    We process the payments when the order is being prepared to be shipped, therefore please make sure the method of payment used is valid on the day of delivery, as that is when we process the payment.

  • Can I have my delivery earlier?
    We are experiencing very busy times, therefore it is not possible to receive the delivery at an earlier slot. Slots are made available constantly. If you can’t see any available slot, please click on ‘Next 7 days’ and it will show the availability.

  • Why didn’t I receive all the products?
    We are constantly receiving our cargos, but as we receive the items from Italy, it might take longer, or from time to time some items won’t be available. For instance, we receive fresh cheeses via air, but as flights are not departing from Italy regularly, we have stopped receiving Mozzarella and other fresh cheeses until further notice.

  • I have been double charged
    If the order goes through, you will eventually see a single charge which reflects the final price.
    If the order is cancelled after the bank authorisation, the reserved funds will automatically go back to your bank account/card balance in a timeframe that depends exclusively by your bank or card issuer. These timings vary, but generally you should see the funds available in your account within 7 days. If after this period the funds have not been released, we advise you to contact your bank or service provider.

We are still operating and processing orders! Whilst we are still receiving supplies from italy, there might be some items that are not available temporarily.

We are under unprecedented demand, therefore orders could be slightly delayed, but rest assured we will deliver all of the orders.

Thank you for your understanding.