Last updated: 3 August 2026.
These terms apply whenever you order through Reeve, by phone, WhatsApp or this site. Placing an order means you accept them.
You tell us what you need. We buy it from a shop of your choosing (or ours, if you don't mind which) using our own funds, and bring it to your address. We are the seller of the goods — the shop sells to us, and we sell on to you. Risk in and title to the goods pass to you when we deliver them. Delivery to your address is part of what you're buying, not an optional extra — we don't offer collection.
You pay exactly what's on the receipt, plus our fee — 15% of the shopping, with a minimum of £15, plus £1 a mile beyond the first 3 miles and £3 for each extra shop. No markup is ever added to the goods themselves; the receipt is passed on to you at cost, and any discount or loyalty points on it are yours. Your card is held for an estimate and only charged the real total once we've done the shop — anything left over is released automatically.
If something's out of stock, we'll never guess — we'll ask you by message whether you'd like the nearest similar item, a photo of the options, or to skip it. If we do use our judgement on a minor substitution you've agreed to in advance, that's noted when you order.
Chilled and frozen shopping is picked up last and brought straight to you in a cool bag. We won't leave it on a doorstep — if we can't reach you we'll message you, and we'll never leave chilled food out in the hope you come home.
If you have an allergy or a medical dietary need, tell us when you order and we will never substitute that item. If the exact product isn't there we leave it off and refund it rather than guess. We pass on sealed products exactly as the shop sold them and can't check what's inside — please read the label yourself before eating anything, as you would if you'd picked it up.
We're happy to collect a sealed, dispensed prescription and bring it to you. To do that we'll need three things from you: the patient's name, address and date of birth — the pharmacy asks for these to find the prescription, and we only ever use them for that one collection.
Please tell your pharmacy in advance that Reeve will be collecting. They may ring you to check you're happy, which is normal and is there to protect you.
There are three things we won't do, and we won't make exceptions:
We delete the name, address and date of birth once the prescription is delivered.
For your safety and ours, we don't buy or deliver: knives, blades or anything else capable of cutting skin; corrosive or "heavy duty" chemicals such as drain unblockers; alcohol; tobacco or vapes; lottery tickets or scratchcards; or gift cards and vouchers. We can have these held for you to collect from the shop yourself, or ask the shop about their own delivery for that item.
Where an item is age-restricted, we hand it to you — the person who placed the order — and not to whoever happens to answer the door. We may ask to see ID. If there's no ID to hand we'll bring that item back and refund it; everything else still comes as normal.
Reeve is a shopping and errand service. We are not a care service and we are not registered with the Care Quality Commission. We don't help with washing, dressing, toileting, moving you about, or medicines of any kind, and we can't stay to keep an eye on you. If you need that sort of help, your GP or Essex County Council's adult social care team can point you to someone who's registered to provide it — and we're happy to help you find the number.
We also won't drive you anywhere. Carrying passengers needs a private hire licence we don't hold, so we can only carry your shopping, not you.
These rules protect you, and they protect us from ever being accused of something. They don't bend, even if you'd rather they did:
If you'd like, we can agree a spending limit on your orders and a family member or friend we can check with before anything unusually large. Just say — it's your choice, not a condition.
Tell us where to leave it or a neighbour to hand it to, and we'll follow your instructions — except for anything chilled, frozen or age-restricted, which we'll never leave. If we can't reach you we'll message you, keep it cold, and sort another time at no extra charge.
We don't hold spare keys. If getting in is genuinely a problem, a key safe that you control and can re-set yourself is safer for you than anyone keeping a key.
You can cancel any time before we've started shopping at no cost. Because your order is for goods bought to your specification and, once purchased, at risk of spoiling quickly, the 14-day cancellation right under the Consumer Contracts Regulations 2013 does not apply once we've bought the shopping — but if anything arrives wrong, damaged or not as described, your rights under the Consumer Rights Act 2015 apply in full and we'll put it right.
Tell us first — ring or message, and we'll put it right. If we've bought the wrong thing, damaged something, or it's not as described, we'll refund or replace it.
If we can't sort it between us, none of this affects your legal rights, and you can get free independent advice from Citizens Advice consumer helpline on 0808 223 1133.
We hold your name, address, phone number and order history to provide the service, and keep financial records for 6 years because the law requires it. We never hold your card details, PIN or bank card, and we don't act under any power of attorney.
Some of what you tell us counts as health information — a dietary need, a prescription, why you find it hard to get out. We only record that if you've agreed to it, we only use it to shop for you properly, and you can withdraw your agreement at any time without it affecting the service. We delete health-related details and message history well before the financial records, and we never sell or share your information.
We're often one of the few people who calls round. If we're ever seriously worried about your safety or wellbeing, we may contact adult social care or, in an emergency, the emergency services. We'd tell you we were doing it wherever we could. We hope never to need this, and it's here so you know where we stand.
Reeve is a trading name of Aurastral Ltd, a company registered in England and Wales, company number 16503207.
Phone: 01268 923018
Email: reeve@aurastral.co.uk
Our registered office address is on the public register at Companies House, and we'll give it to you in writing on request.