Frequently Asked Questions

We have put together answers to some of our most commonly asked questions. If your question isn't answered here, get in touch and we'll do our best to help. 

 

What’s coming in my next order?

 

We upload our following week’s veg box menu’s on the website on Friday at the latest. You can see what’s coming in next week’s order when you log into your account online in the 'Your order' basket or under the veg boxes part of our online shop. You can use our 'swaps system' or 'likes and dislike function' to make any changes to this. Please note the pictures are guidelines for the amounts in the Boxes, and are not representative of the exact produce that will be in your Box. 

 

Can I exclude things from my orders?

 

You can change what vegetables you receive by clicking ‘likes & dislikes’ from the customer menu when logged in. Here you can exclude things from your orders and let us know what veg you love. You can change this list as often as you like. If you have more specific requirements you can also use our 'swaps system' and fine tune your contents for the week ahead. 

 

I have a very specific diet, can you cater for me?

 

Yes, just send us a list of all the things you can’t eat, and what you like to eat lots of and we can personalise your orders.

 

Can I order vegetables on their own and not have a set veg box?

 

Yes; we just have a minimum order of £10.75 for us to be able to deliver to you plus a £2.75 delivery charge. You can add individual vegetables to your order from our shop list. Bear in mind the produce changes weekly so you will have to order each week as you go.

 

Can I order extra of things I like?

 

Yes you can order produce in addition to your veg box. You can do this using our ‘Shop’ link on our website. Here you can add any extra fruit or vegetables, honey, eggs, juice etc, as a regular order or as a one off. 

 

What should I do if I’m going on holiday or want to skip a delivery?

 

You can enter your own holiday or away dates on your customer homepage under 'pause your order'. Here you can pause your entire order. You can pause individual items through the 'your order' basket. 

 

What should I do if I want to cancel entirely?

 

To cancel your order entirely please delete all the items from the 'your order' basket and confirm this change. 

 

Do I have to get an order every week?

 

Not at all. We offer regular deliveries weekly or fortnightly, but you can order as sporadically as you would like. All we ask is for you to order before the stated deadline on your account. 

 

How late can I make changes to my next order?

 

You can make any changes to your order up until the stated order deadline on your account. If you are past this time, it's likely we won't be able to make any changes to your order. Please email or call us if you want to order past your deadline and we will do our best to help. 

 

How do I know what veg box size is right for me?

 

You can get a rough idea of quantities by viewing the upcoming contents and the description of each veg box. The approximate numbers are a guide and we cannot guarantee that the stated number will feed you for a week. We say it’s best to try a size you think might be right and you can then make adjustments ongoing as you find out what amounts work best for your lifestyle. You can change your order as often as you like, as long it’s before the stated deadline.

 

Deliveries

 

Do I have to be home to receive my order?

 

Not at all. If you tell us where we can leave your boxes we can leave it in a safe spot for you. Some customers leave out recycling boxes with lids which are usually the perfect shape for our Veg boxes.

 

Can I change my delivery day?

 

Our delivery rounds are very specific and it is usually not possible to move your delivery day. However if one day really won’t ever work for you, get in touch by phone or email and we’ll do our best to find an alternative.

 

What do I do with my packaging?

 

Please leave your packaging out for collect when your next order is due. We take back the boxes and paper sacks for reuse and we can compost everything else at the farm. If it looks like it might rain, please pop them in a bin liner as soggy boxes are not so great to reuse! We may not be able to accommodate more than one returned Box at a time.

 

Payments

Can I see my order and payment history?

 

You can see your payment history from your customer homepage if you click on the ‘Payments and  cards’ button. If you scroll down on this page you can see your account statement. 

 

How does the direct debit system work?

 

All customers are charged their balance by direct debit on a weekly basis via payment provider GoCardless. Your balance will be shown on your online account and on the sticker on the side of your box. Direct debit is the easiest way for us to collect payments as most customers have regular recurring orders. If you are away on holiday you will not be charged anything that week.   

 

If you are a new customer you are required to set up a direct debit in order to complete your order. If you do not wish to set up a direct debit or are unable to do so, please contact us to discuss an alternative way of paying.

 

We will submit our request for payment to your bank on the day of delivery, you will receive a notification when this happens. We cannot, however, accept any liability for how long it takes the bank to process the payment, this can sometimes take up to a week from you receiving your order to the money leaving your account. 

 

Do I have to pay by direct debit?

 

We prefer customers to use direct debit as it is more accurate, only taking the cost of what is delivered, and accounts for any changes to your order. To set up an order on our website you are required to fill in the direct debit form. If you don’t want to use direct debit, get in contact with us by phone or email and we can arrange alternatives. 

 

Issues

I’m having trouble using your website

 

If you are having problems creating an account, changing your order, or anything else at all, get in touch by phone or email and we’ll be happy to help.

 

What do to if my order hasn’t arrived?

 

If you were expecting an order and can’t find it; get in touch and we’ll do our best to track it down. 

 

I’m missing something from my order?

 

If you were expecting something you didn’t receive, let us know and we can look into it further. 

 

I’m not happy with some of the produce in my order

 

We pack all our orders by hand and work hard to make sure you receive only the highest quality produce. However human error can occur. Always let us know if you are not happy with the quality of your produce, and we can credit your account or send a replacement, and can make sure it doesn’t happen again.