Faq’s

We would love to be able to visit our f’real family, however we’re a small office-based team. We do have a comprehensive retailer website to answer all your f’real questions. Our user guide is designed to help ensure you can get the best out of your equipment, allowing you to troubleshoot on site.

All our packages are equipment only, they will not be installed with product. You will need to order these via your usual distributor, such as Consort, Eden Farm, Booker and Spar. Please note, we have no control over the pricing that is set by the distributors. RRP also varies between location and is set at store level.

With our free-on-loan model, you commit to selling a minimum of 15 cups per day. We want to ensure our machines are in the best possible places and that you can get the most from it. Stores that fall significantly short of the target after three months without valid reasons, are at risk of having their machine withdrawn, as per the T&C’s.

Our F-O-L package is a significant investment for us and each store, so we consider several factors when assessing applications. These include, but are not limited to: store location, proximity to other f’real stockists, footfall and the customer demographic. We accept stores that fall into the criteria and will be able to meet the daily cup sale target of 15 cups a day.

The blending bar is supplied free of charge, subject to a minimum cups per day commitment of 15 cups. You will need a suitable base unit that can hold at least 300kg. Fully branded base units can be purchased from f’real. It is your responsibility to ensure the site is ready for the equipment with the appropriate power, water and drainage supplies.

You will need two sockets: a 240v, 50Hz, 13A, 3-pin for the blender and 5A for the freezer, which cannot be on extension leads. The mains water supply needs a 6mm ID, non-carbonated water supply line within 1m of install point, with regulated pressure between 1.72-4.48bar (25 to 65 PSI) to ensure optimum water flow, terminating in a ¾’’ male thread. For drainage, you will need a gravity drain for wastewater, where the hose must be sloped downward all the way to the drain to provide for free flow of rinse water, on the left side of the installation underneath or behind the blender.

Please only apply when you are ready to accept the equipment as once your application is approved you will have 28 days to complete all the works. We cannot hold equipment for future refits. Do not complete the works without having your application accepted, as f’real are not liable for any costs incurred if a machine is no longer available.

We understand that the f’real purchase plan requires a large upfront investment. Due to the liabilities involved with the packages, we are unable to offer finance options. Invoices will need to be paid within 7 days to secure your machine.

We work hard to keep our pricing as competitive as possible and as such no further discounts are available. We sell to number of distributors who have control over pricing.

The warranty service is provided by our partner of choice: RBC, and it covers service and maintenance. New equipment comes with a 12-month warranty as standard, that can be extended up to a maximum of five years. Any failures that result from misuse, neglect, or damage will not be covered under the terms of the warranty.

Our products are not made in the same location which has given us the flexibility to focus on building a range that we know our customers here love. We’re excited to now offer 10 f’real flavours and we’re working hard behind the scenes to bring out new innovations. Stay tuned!

We’re sorry to hear this. Your screen may have updated to a US version. Please contact 0800 014 8152 and our customer service team will assist you.

In the event you no longer want your f’real equipment, for example you are closing the store or selling on, please contact us f’real sales team so we can arrange collection if you’re a F-O-L member, or if you own the equipment, then we would welcome the opportunity to buy it back.