Frequently Asked Questions
Welcome to our Frequently Asked Questions (FAQ) section. Here, you'll find answers to common questions about browsing, ordering, delivery, and account management on the Odaios Foods website.
Whether you're a new customer or a returning one, this guide is designed to help you navigate our website and make the most of our services. If you can't find what you're looking for, feel free to contact our customer support team for further assistance.
General Website Features
How can I navigate the website as a logged-out customer?
As a logged-out customer, you can browse our entire product catalogue. However, certain features are only accessible when you log in, including:
• Viewing prices
• Placing orders
• Checking available promotions
How do I find products?
You can explore our catalogue by browsing through the various categories or by using the search bar. Simply type in keywords such as the product name, brand, or product code to find what you're looking for quickly.
How do I place an order?
To order, log in, browse the catalogue, add items to your cart, and proceed to checkout.
• If you don't have an account with Odaios Foods visit our Become a Customer page.
• Have an account but haven't been onboarded to our website yet? Please Contact us.
What are the benefits of using the Odaios Foods website?
• 24/7 access to our product catalogue
• View live pricing, real-time stock updates, and product lead times
• Detailed product descriptions
• Instant access to invoices, credit notes, and proof of delivery
• Easily reorder with just a few clicks
What is the Favourites List, and where can I find it?
The Favourites List is a curated list of your most frequently ordered products, pre-populated based on your order history (if you’ve been trading with us prior to March 2024). You can tailor this list to suit your preferences.
To access it, go to the "My Account" section and select "Favourites."
Are there any promotions or discounts?
Yes, once logged in, visit our dedicated “Sale” page to find special offers and discounts. Items on sale also appear within their respective categories.
What are seasonal pages?
These pages feature curated products for holidays and special occasions like Christmas, Easter, or Valentine's Day. You can find the “Seasonal Products” tab in the top menu.
I can’t log in. What should I do?
• Ensure your password is correct.
• If you’ve forgotten your password, click “Forgot Password” on the login page.
• If issues persist, contact your account manager or our customer service team.
What payment methods do you accept?
We accept Visa, Mastercard, PayPal, and Pay on Account.
How can I view my credit notes?
Credit notes are available in the “My Account” section.
I made a mistake in my order. What should I do?
If you notice an error in your delivery date or products, contact customer service as soon as possible during operating hours (9 am – 7 pm).
Ordering and Products
Can I place an order outside of regular business hours?
Yes, our website allows you to place orders 24/7. Customer service is available Monday to Friday, 9 am - 7 pm.
How can I order products in advance?
Use the calendar feature beneath the menu to select a future delivery date. Make sure to check if the correct date is selected before ordering. Please see images below:
How do I order products from my Favourites List?
Go to the "Favourites" area in your "My Account" section. If you wish to add all items from your list to your cart, simply click the "Add all products to cart" button. If you prefer to select specific items or quantities, adjust the quantity for each product and then click the cart button next to the item you want to add to your cart.
How do I reorder products I’ve purchased before?
To reorder products, go to the "My Account" section and navigate to the Orders area. From there, click the "Reorder" button to add to your cart the exact same items and quantities from the selected order.
Delivery Dates
How do I select my delivery date?
Choose your preferred delivery date using the calendar feature located beneath the menu. This is useful if you want a later delivery or if a product in your basket has a lead time.
Why can’t I add a product to my basket?
• Product is Out of Stock: When a product is out of stock, a label will indicate this, and the "Add to Cart" button will be greyed out, preventing you from adding the product to your cart. However, if you visit the product page, you can view the product's lead time. By adjusting the delivery date on your calendar to a date beyond the lead time, you will be able to add the product to your cart.
Please note: If you add other products to the cart, they will all be scheduled for delivery on the selected date. If you need the other products sooner, please place two separate orders.
Why are certain delivery dates unavailable?
Unavailable dates may be due to:
• Bank holidays
• Lead-time products in your basket
• Your account’s delivery schedule
• Missed cut-off time (7 pm)
If these issues seem unusual, contact customer service.
I can’t see my usual delivery dates. What should I do?
Please get in touch with our customer service team for assistance.
Account and Personalisation
How do I manage multiple accounts?
If you manage multiple delivery addresses under the same account, switching between them is simple. Next to the "Change Delivery Date" calendar, you’ll find a dropdown menu. Use this menu to select the delivery address or account you wish to access. Please note that each account has its own basket.
What is the “My Account” section?
This is your personal dashboard where you can:
• View past orders, invoices, and credit notes
• Access Proof of Delivery (PoD) documents
• Reorder items or manage your Favourites List
Can I set up multiple user roles for my account?
Yes, multiple users with different levels of access can be set up. On your "My Account" dashboard, select "View Users". In this section, you'll be able to see all the users that have been created, along with their permissions, and create new users by clicking on "Add New User". Before creating a user, refer to the “View User Role Permissions” section to check the permissions assigned to each role.
How can the user of a newly created account set up a password?
When you create a new account, the email address provided during the setup process will receive an onboarding email. By following the instructions in this email, the new user can set up their password.
Is it possible to delete a created account?
Yes, in the "View Users" section, you can see all existing accounts. If you would like to delete one, simply click "Delete," and a pop-up will appear to confirm the action. Once confirmed, the account will be deleted.
If you would like to delete the administrator account, you need to contact Customer Service.
Product Information
Where can I find product descriptions?
Each product page includes a detailed description and an image to help you make informed choices.
What is the APL button?
The Approved Product List (APL) is a feature you can activate to filter the product list, displaying only the products available for your account. If you do not activate this feature, you will see our entire range. However, with the APL enabled, you will only view the products you are eligible to purchase.
How can I enquire about a product without pricing?
When the APL button is not activated, any product that is unavailable for your account will be displayed without a price and with an "Enquire about the price" button instead (see below). If you are interested in purchasing this product, please complete the form, and your account manager will contact you.
Technical Support
I forgot my password. How do I reset it?
Click “Forgot Password” on the login page and follow the instructions sent to your account's email address.
What should I do if I encounter an issue with my order?
Reach out to our support team via the Contact Us section. You can also call us (+353 (0)1 4691455) or email ([email protected]) and attach screenshots if necessary.
Which devices can I use to access the website?
Our website is optimised for desktops, tablets, and mobile devices.
Is my account information secure?
Yes, we employ the latest security measures to ensure your data is protected.
Couldn’t find what you were looking for?
Please complete the form with your query, and our customer service team will get in touch with you.