Online Shopping FAQ

  • Dec 15, 2022
  • Heenal Rajani
  • 0

Did you know that all of our products now available to order online? This includes fresh produce and all our frozen, bulk and refillery products!

You can order all your favourites and select a pickup slot SIX days a week! Order now and your order will be ready to pick up in 3 hours, or even less!

Now that we’ve switched to an online-only model, we hope that you will continue to choose Reimagine for your grocery, home and beauty needs.

Simply click here for our “collections” page to browse the different departments of our store, or use the search box on our website if there’s a specific item you’re looking for. It’s really easy!

Below are answers to some of the most frequently asked questions our customers have about shopping online with us.

We know that shopping online is not the same experience as coming into the store to refill your own containers, but once you get used to it you might find that it’s more convenient. We’re still at the store to chat with you come when you pick up your order, and we’re happy to answer any questions by email, phone, social media, or the chat box on our website (the question mark in the corner).

If things go well then hopefully we can reopen our store, even if it’s just one or two days a month to begin with. But for that to happen, we need people like you to try shopping with us online, so that we can get to our break-even point!

Do you have any concerns or questions about shopping online? We’re here to help! 

We have guided some of our senior customers to buy groceries online for the first time, and we can accept payment by e-transfer or cash if debit or credit is not convenient for you. 

Thank you for taking the time to read this. Whether it’s for a full grocery shop, stocking up on some bulk essentials, or just for a few special items, we really appreciate every time you shop with us.

And like we said, don’t hesitate to ask us if you have any questions! We’re here for you.


Maybe you've been thinking about shopping online with Reimagine, but you have some questions or you're not sure how it works? See below for answers to some common questions that Reimagine fans like you have shared over the past few weeks.... 


How do I shop online with Reimagine?

Simply go to our website and tap the "Shop" button in the menu to start shopping! If you're not sure where to begin, "Shop All" is a good place to start. You can also use the "Search" function to find a specific product.


What products are available online?

All of our products are now available online - this includes a full range of fresh fruits and vegetables, frozen items and refillable bathroom and cleaning products from our refillery. If there's a product you want to order but you can't find it on our website, please get in touch (reply to this email, email or tap the question mark in the bottom right corner of our website) and we'll add it to your order if we have it in stock.


What if I want to order something in bulk?

Currently we generally have one or two sizes available for each product on our website. If you want a larger quantity, you can order 2, 3 or 4 of a product and we will package it in one reusable container for you if possible. If you want a much larger quantity (for example 10 kg of oatmeal, 5 kg of rice or 2 kg of almonds), send us a message and we will give you a special price :)


Can I still refill my own containers?

Now that we have moved to an online-only model, we are no longer able to offer the ability to refill your own containers. All products are packed in paper bags or in reusable containers, for which we charge a small deposit (from $0.50 upwards, depending on the size of the container).


How do container deposits and returns work?

All products are packed in paper bags (free) or in reusable containers, for which we charge a small deposit (from $0.50 upwards, depending on the size of the container). Simply bring your used containers back the next time you pick up an order and we will issue a refund for the deposits onto your credit or debit card :)

Do you prefer when I order in a paper bag or a jar? 

For a number of reasons, jars are a much better option, if the deposit is doable for you. From a waste perspective, it is better to have the jar which can be reused. Additionally, it takes us MUCH longer to pack an order that has opted for all their items to go into bags. Again, if you cannot pay for the deposit, please do continue to do bags, but some folks have mentioned they chose bags because they thought it was easier for us, and we wanted to let you know jars are 10x faster for us and also better for the earth.


I used to pay cash or debit in the store, but is credit the only way to pay now?

You can send an e-transfer instead of paying credit or you can bring cash with you for pickup. This has the added benefit of less fees for us, which helps us keep pricing as low as possible when our fees are reduced. If an e-transfer or cash is possible for you, it is greatly appreciated. 

How do pickups work?

Pick-ups are available 10 am to 6 pm Monday to Friday and 10 am to 4 pm on Saturdays from our usual location - 206 Piccadilly Street. When you come to pick up your order, open the door and come in! Even if the lights are off, we'll be there :) We'll have your order ready for you and you can place your items in your own grocery bags or boxes. You can return any used containers at this time and we will count them up and issue a refund for the deposits you paid.


How long after ordering can I pick up my order?

When you place your order, you can book a pickup slot, which could be the same day or another day within 7 days. If you order by 3 pm, you can pick up by 6 pm the same day! We'll send you a notification when your order is ready for pickup - this could be earlier than your pickup slot, in which case feel free to come early! If you're going to be more than 30 minutes late, we appreciate you getting touch and letting us know, but we understand that that's not always possible.

I selected a 1 pm pickup, but can't make it until 1:30, or I will be later or earlier than expected - do I need to call?

We are in the space from 10 am until 6 pm, so there is no need to call or email if you won't be here at the exact time you selected. We do however have staff who use the bus system and when you are late for your 6 pm pickup it pushes them to a later bus time. So, please be here by 6 pm. If you've received an email saying that your order is ready, feel free to come early - there's no need to let us know. If you can not come the day you selected, please call or email us to arrange another day 😊


What if I need to add something to my order?

If you want to add something to your order, simply place a second order and our system will automatically combine it with your original order. If you need to make any edits to your order, send us an email or contact us through our website! We prefer that you do not send us emails or messages to add items, as this creates extra work for us, but you can definitely do that if needed!

Do you still deliver?

We deliver across London every Friday! Simply place your order by 10 am Friday morning. Please note that we can't deliver perishable items at this time (no cooler or freezer products) but everything else can be delivered.

Can I use gift cards online? What about my store credit?

If you have a gift card or store credit from our in-person store that you would like to use online, please contact us and we will convert it to an online gift card or discount code for you.


Are you still hosting events in your space?

We are not putting as much energy into events now that we are focussing on getting the online store model up and running. However, the Thing Library is still going strong and we encourage you to check that out! Additionally, we are working with London Public Library to host monthly Repair Café events (see here for details) and are actively involved with organizing Earthfest 2023, which is coming up on Saturday April 22. Finally, our community event space is available for rent for all kinds of events - click here to learn more.


Why did you switch to an online model? 

Offering our goods online only allows us to save considerable amounts of money and time each month, and knowing when customers will be coming to pick up their orders allows us to have more time with our family.


What can I do to help? 

Shop online, and tell your friends, too. We know many of you do this already and we so appreciate it. If you have a workplace or other group or organization that might benefit from buying soap or cleaning products in bulk, please get in touch.

Thank you for your support!