We are pleased to offer all stores the option to provide their customers with a convenient Click & Collect service. This service is completely free for all stores to utilise, and it encourages customers to collect their orders themselves, thereby avoiding any delivery fees. By offering this service, stores can provide their customers with a more flexible and cost-effective way to receive their purchases, while also increasing foot traffic to their physical locations.

We are excited to announce that we will be launching our mobile app in May 2023! It will be available for download from the app store or wherever you get your apps.

The app will make shopping even easier for customers and allow store owners to manage their store profile, track sales, deliveries, and payments on-the-go.

You can login to your Online High Street dashboard to track all deliveries and collections.

We use SSL encryption technology to ensure that all customer transactions on our platform are secure. We also adhere to strict data protection laws to safeguard our customers personal and financial information.

If you are ordering for delivery, we have a minimum order value of £10.00. This helps us cover our costs and continue to provide you with the best service possible. But if you prefer to pick up your order using our Click & Collect service, there’s no minimum order value required. We want to make sure that you have the flexibility to get exactly what you need, whether it’s a large or small order.

Yes you can choose whether you offer delivery, collection or both.

We are pleased to offer all stores the option to provide their customers with a convenient Click & Collect service. This service is completely free for all stores to utilise, and it encourages customers to collect their orders themselves, thereby avoiding any delivery fees. By offering this service, stores can provide their customers with a more flexible and cost-effective way to receive their purchases, while also increasing foot traffic to their physical locations.

The Store Dashboard offers stores the ability to run promotions, which can be a powerful tool for increasing sales and attracting new customers. With the promotion feature, stores can offer a percentage discount on all products, specific products, or products within a specific category.

By running promotions, stores can create incentives for both new and existing customers to purchase more products, leading to increased revenue and a stronger customer base.

Currently, we only offer shipping within the UK (excluding Northern Ireland). We apologise for any inconvenience this may cause. Additionally, we are not authorised to sell alcohol products to customers based in Scotland due to legal restrictions.

We are always looking to expand our services and reach, so please check back for updates on international shipping options.

Yes, to ensure the safety and quality of food sold on our platform, we require sellers who make their own food products to supply us with their Food Safety Certificate. This applies whether you’re selling from a shop or making food at home.

We are excited to announce that we will be launching our mobile app in May 2023! It will be available for download from the app store or wherever you get your apps.

The app will make shopping even easier for customers and allow store owners to manage their store profile, track sales, deliveries, and payments on-the-go.

Regardless of the store plan, every store have access to our customer service team who are available to answer any queries or concerns the you may have. The fastest way to connect with our customer service team is by using the chat module located in the bottom right-hand corner of the store dashboard. Our customer team can also be reached by phone on 020 3868 7553 or by emailing [email protected]. We strive to provide excellent customer service to all of our stores and will do our best to resolve any issues or answer any questions in a timely manner.

Yes, we understand how important it is for our stores to have accurate and up-to-date stock information.That’s why we have developed stock integrations with several popular providers, including Shopify, WooCommerce, Square, Wix, Squarespace, SumUp, and Zettle.

The stock integrations will be rolled out gradually to each provider from mid-late March 2023. If you use a different system, please let us know and we will do our best to add support for it in the future.

DPD Local Store Drop-Off – National Delivery

Stores can enjoy the convenience of free drop-offs for orders at any of the 6,000 DPD Local Store Drop-Off Points throughout the UK. To find your nearest DPD Local Store Drop-Off point, navigate to the Store Finder and enter your postcode. Furthermore, DPD Local will soon be introducing DPD Lockers, which will increase the number of drop-off locations available to you. DPD Local Store Drop-Off is not available for perishable products. It’s important to note that a printer is not required for this service. However, we highly recommend attaching the delivery address and DPD number to the item. Once the order is received, we will send you an email with a digital label. The details of how this works are outlined below. Alternatively, if you would prefer to print out the delivery label, you can do so, but a label printer or similar device is required.

How To Use Your Digital Label

1. Take your parcel(s) to your chosen drop shop.

2. Show your digital label on your mobile phone or tablet to the shop assistant for them to scan. You will have 1 digital label per parcel that you are sending.

3. The shop assistant will scan your digital label and then apply an adhesive barcode to the parcel.

4. You will also be given a receipt as proof of postage. The receipt has a tracking reference on it so you can follow the progress of your delivery to its recipient.

DPD Local Store Drop-Off – Specifications

Note – If your parcel is dropped off at your local DPD store before 12:00 noon it will have a greater chance of delivery within the estimated delivery dates.

Once you have signed up, go ahead and login in to your Online High Street dashboard and select the products tab to add new products.

In the Online High Street dashboard you can simply switch your product between in or out of stock to ensure customers can’t purchase items that are out of stock.

You can also choose to use exact stock numbers that will be deducted on each sale, as an optional feature.

Once you sign up to sell on Online High Street, you will have access to your Store Dashboard, where you can manage your products, pricing, delivery options, and more.

You can also view your sales analytics and download invoices and reports. If you need assistance with managing your store, please contact your account manager.

Online High Street automatically calculates and adds taxes and VAT to the customer’s order based on their location. We also provide tax reports for your records.

You can add an unlimited number of products to your Online High Street store.

Activating the free delivery promotion is a great way to attract new customers and encourage returning ones by covering the cost of their delivery fee. To activate it, go to your store dashboard and select the Free Delivery option.

Once activated, your commission per order will increase by 7.5% to cover the costs of offering this promotion. For instance, if your current commission is 10%, it will increase to 17.5%. However, if you’re on a free trial, you can still offer free delivery, but your commission will increase from 0% to 7.5% per order.

We recommend running the Free Delivery promotion for a week or two at a time, as this will make the offer exclusive to your customers. Don’t forget to promote your Free Delivery offer on social media to reach a wider audience.

You can set your store opening times in your Online High Street store dashboard. On days you are closed your orders will automatically be pushed to the next day you are open for business.

If you are ordering for delivery, we have a minimum order value of £10.00. This helps us cover our costs and continue to provide you with the best service possible. But if you prefer to pick up your order using our Click & Collect service, there’s no minimum order value required. We want to make sure that you have the flexibility to get exactly what you need, whether it’s a large or small order.

Monthly Fee

Our platform offers three different plans for sellers: Store Basic, Store Plus, and Store Pro. New sellers will start on the Store Basic plan, which is free of any monthly platform fees. Instead, sellers on this plan will be charged a commission of 20% per order, along with a collection excess charge of £1.40 for each order that they wish to have collected from their store for national delivery. Once a seller on the Store Basic plan achieves 50 orders, they will automatically be upgraded to the Store Plus plan. Once they achieve 100 orders, they will be upgraded to the Store Pro plan. These automatic upgrades will provide sellers with greater benefits, including reduced commission fees and more convenient collection and delivery options.

To ensure that our sellers are on the most appropriate plan for their business needs, we actively monitor their accounts and interactions with our platform. For instance, if a store achieves 50 orders and is automatically upgraded to the Store Plus plan, but subsequently experiences a decline in orders within the following three months, the store will be automatically downgraded to the Store Basic plan. This flexible approach ensures that sellers are only paying for the level of service that they require. It’s important to note that if a store wishes to join the platform at the Store Plus or Store Pro level, they must carry out at least three months of trading before being eligible for a downgrade. This policy provides new sellers with sufficient time to evaluate the platform’s suitability for their business before making a long-term commitment.

Each of our tailored plans offers access to certain basic features on our platform, but the main differences between them are the levels of access and support provided. With the Store Basic and Store Plus plans, stores will have limited access to a dedicated account manager and limited access to insights and reporting features.

Breakdown – Store Features

Account Manager

Stores on the Store Basic and Store Plus plan will have access to a dedicated account manager during the account setup and onboarding process. After the store profile is activated, any queries should be directed to our customer service team, who will be available to help with any issues. Stores on the Store Pro plan, on the other hand, will have a dedicated account manager available to help with all their needs, including ongoing store improvements and customer service queries.

Customer Service

Regardless of the store plan, every store will have access to our customer service team who are available to answer any queries or concerns the store may have. The fastest way to connect with our customer service team is by using the chat module located in the bottom right-hand corner of the store dashboard. Our customer team can also be reached by phone on 020 3868 7553 or by emailing [email protected]. We strive to provide excellent customer service to all of our stores and will do our best to resolve any issues or answer any questions in a timely manner.

Promotions

The Store Dashboard offers stores the ability to run promotions, which can be a powerful tool for increasing sales and attracting new customers. With the promotion feature, stores can offer a percentage discount on all products, specific products, or products within a specific category.

By running promotions, stores can create incentives for both new and existing customers to purchase more products, leading to increased revenue and a stronger customer base.

Payouts

The Store Dashboard provides stores with an overview of all payouts for their orders. Stores can easily access and download invoices and export orders received for the week’s payouts. This feature provides an organised and efficient way for stores to keep track of their finances and manage their payouts seamlessly.

Insights & Reporting

Stores on the Store Basic and Store Plus plan will have access to the basic Insights & Reporting features within their Store Dashboard, including sales data, order history, and customer feedback. However, some of the more advanced reporting sections will be restricted. Stores on the Store Pro plan will have full access to all of the features within the Insights & Reporting section of their Store Dashboard, including more detailed analytics, product performance metrics, and customer demographics. This will enable them to gain a deeper understanding of their business and make informed decisions to drive growth.

Additional Paid Features

We have added new features to help stores boost their sales, expand their product range, and increase their visibility to potential customers. These additional features are available at different prices depending on the selected plan.

Breakdown – Additional Paid Features

Store Visibility Boost

Improve store visibility and gain more exposure to potential customers by taking advantage of our Search Boost feature. With Search Boost, your store will appear at the top of every page on our platform for 30 days, increasing the likelihood of your products being seen and purchased. This feature comes with a money-back guarantee – if your store doesn’t receive any orders during the 30-day period, we will refund the cost of Search Boost.

Promoted Products

For 7 days, we offer a product boosting service that increases the visibility of selected products to potential customers in search results. If a boosted product is clicked and purchased within the 7-day period, there will be a charge of £1.25 per order. This feature is designed to give stores an opportunity to promote their products and increase sales, and there is no obligation to use it.

Gallery+

Enhance your product appearance by adding a gallery of images with detailed product information. With Gallery+, stores can showcase their products in the best possible way. Stores will be charged per product they apply Gallery+ to and it won’t be removed unless they delete the product. Please note that Gallery+ is non-transferable to other products.

Multi-Category Listing

To increase the visibility of a product and attract more potential customers, stores can add a second category to the product listing for a small fee. This will expose the product to a wider range of customers searching for products in those categories. The store will be charged per additional product category and the listing will not be removed from the category unless the store deletes the product. Please note that Multi-Category Listings are non-transferable to other products.

Subtitle

Enhance the visibility of a product by adding a captivating subtitle that appears below the product title in search results. This feature can help the product stand out from others and catch the customer’s eye. The store will be charged a fee per product for this service, and the subtitle will remain visible unless the store deletes the product. Please note that subtitles cannot be transferred to other products.

Photography

To help stores on the Store Basic or Store Plus Plan showcase their products with high-quality photography, we offer a one-time fee of £300. This includes photos of the store interiors and exteriors, owner headshots, and up to 100 product shots. Once a store has reached the milestone of 100 orders, we will arrange for a photographer to take additional photos free of charge.

Starter Kit

Every store will receive a free starter kit that includes essential materials to kickstart their online selling journey. The kit includes order labels to be applied to the outer packaging of every order, promotional leaflets to be given to customers in-store, discount vouchers to be placed inside every order placed through Online High Street, and circular order stickers to be applied to the outer packaging of each order. The kit contains enough materials to fulfil 50 orders and is designed to help stores get started with online selling with ease.

Email Marketing

All stores, regardless of their plan, will be featured in our basic email marketing communications to customers, which includes promoting new stores, new products, seasonal-themed emails, recipes, and more. If a store wants to run a targeted email marketing campaign to promote their products and store specifically, they can do so for an additional cost. Stores interested in running a campaign can register their interest with their dedicated account manager, who will provide more information on the costs and how to proceed.

Paid Ads

All stores, no matter their plan, will be featured in our basic paid ads that run during seasonal periods and internal campaigns. However, if stores want to run their own paid ad campaigns to specifically promote their products and store to a targeted audience, they can do so at an additional cost. Interested stores can register their interest with their dedicated account manager, who will provide more information on the costs and the process for setting up a campaign. Our team of experts can also provide guidance on ad targeting, ad creative and campaign optimisation to ensure the best possible results for your investment.

Over the past year, we have been listening to feedback from our customers regarding our pricing and monthly fees. Some have expressed concern that our prices are too high, or that the set monthly fee is not feasible for them due to low order volumes. In response, we have developed a new pricing structure that is tailored to meet the needs of stores that are new to online sales, as well as those looking to expand their current offerings through our platform, Online High Street.

We want to emphasise that our new pricing structure rewards stores with reduced fees as they receive more orders. This includes lower commissions, fewer excess delivery charges, and improved collection and delivery options. Furthermore, we are now offering additional features that allow stores to enhance their profiles, products, and offerings for a one-time fee.

Store Plans & Fees

No problem! We offer a bulk uploader option that enables you to download a template with instructions on how to format your products.

Alternatively, if you already have an existing website or POS system, you can share an export of your products with us as a .XLSX, .XLS or .CSV file, and we will upload your products for you.