FAQs

Frequently asked

What's coming in my box? 
expand_less
expand_more
We publish box contents the week before here. Please note, sometimes we have to change one or two items due to availability.
When will my order be delivered? 
expand_less
expand_more
Delivery information can be found here You will find at checkout we ask for roughly 48 hours processing time, it will then be delivered on the day relating to your area. You can also check your postcode in the postcode checker at the footer of the page.
What time do you deliver? 
expand_less
expand_more

Typically you can expect delivery between 7.30am and 11am based on your area. You will get emailed a time slot before delivery and you can track the van too.


My postcode says you don't deliver to my area, is this right? 
expand_less
expand_more
Not at all! email us via the contact form with your address and postcode and we will see which day will be the closest match.
What if there are some things I don't like? 
expand_less
expand_more
Log into your account and click ‘manage dislikes’ from here you can search and add up to 7 fruits and vegetables to your dislikes list. We will tailor your box to this the best we can.
Why do you only deliver to my area on a certain day of the week? 
expand_less
expand_more
We believe in reducing our carbon emissions as much as possible. This means we group our orders by area so as to stomp out excessive pollution. We optimise our route, so it is the most effective.
Can I get a delivery on a different day? 
expand_less
expand_more

Unfortunately, we only deliver to areas on set days, this is to reduce our carbon footprint and tackle the rising amounts of car emissions in built up areas. We do collection points from the farm shop outside Wye and can do collection points from Ashford and Wye station – just email us if you would like this option.

Subscriber information

How do I skip my subscription
expand_less
expand_more

Sign into your account and click on ‘manage subscriptions’ click on any product ‘edit’ and on the left-hand side ‘skip shipment’ this will delay it by one week.

If you want to skip more than one week, select ‘next charge date’ and choose the date accordingly.

How do I cancel my subcription
expand_less
expand_more

Sign into your account and click on ‘manage subscriptions’ click on any product ‘edit’ scroll to the bottom and select ‘cancel subscription’. Please note veg box subscribers can only cancel after two deliveries have been made.

Why can't I cancel my subscription
expand_less
expand_more
We ask that all subscriptions have a 2 week minimal commitment, this is so that we can praise subscribers with discounts and priority boxes, it may be that you haven’t had an item for two weeks yet, if that’s the case, we can cancel it manually for you, you just need to email us.
How do I know what I have ordered? 
expand_less
expand_more

SuHead to your account and manage subscription, from there you will see your orders, but you can see all future orders in the delivery schedule tab at the top.

How do I add to my subscription
expand_less
expand_more
You can log into your account, click on ‘manage subscription’ and add it to your standing subscription as a one off or as a subscription item. Please note, if your order has already been processed (you received an order confirmation email or your card has been charged) it will not be added until the next weeks order. Contact us and we will see if we have the item ready for a faster dispatch.
When does my subscription payment come out? 
expand_less
expand_more

To begin with it will come out the day that you purchased your order. For example, if you ordered Monday, the next amount will come out the following Monday. We will amend the date so it is scheduled for two days before your delivery (our order deadline day for that area) so you have the maximum time to edit your orders.

When is the deadline to change my order? 
expand_less
expand_more

Based off of your location, your order deadline is midday two days before delivery. Please be aware subscribed items are charged early that morning so don't leave it until the deadline day!

How do I order different boxes on alternating weeks? 
expand_less
expand_more

If you’d like to keep things fresh and alternate boxes, you can use our frequency options to mix up your order. Simply click ‘Add’ on one of the boxes you would like to receive regularly.

The on-screen instructions will pop up with choices for quantity and frequency; select ‘Every 2 weeks’, and the date that you’d like this to start from.

On the second box you’d like on the alternate weeks, follow the same steps – but be sure to log into your account and adjust the date to the following or previous week than the first box is arriving. You can always email us for help if you need it.

My subscription says 'no date'
expand_less
expand_more

Click on edit and on the left click on next charge date, and then choose the date you would like to start back up again.

Is my next charge date my delivery date? 
expand_less
expand_more

No, that is the charge date that is currently associated with your account. Usually is it 2 days before delivery, but it may be more if you signed up on a different day.


On delivery day

What if I am not going to be in?
expand_less
expand_more
When you go to the checkout, you will see a 'not going to be in?' tab. Let us know via that tab and we will put your order in a different box to try and keep the heat and water from it. Don't forget to let us know your preferred hiding place! You can also tell us to leave it with a neighbour.
I don't want my box, can you take it? 
expand_less
expand_more

Most definitely! In fact we encourage box returns! We reuse all of our own boxes, punnets, bags, rubber bands, egg boxes and beyond. Just leave it outside your door for next weeks delivery. The only thing we don't accept back are the juice bottles, bread bags and plastic milk cartons, but you can recycle them in your household recycling. Please don’t leave other shops packaging, we can’t use it and can’t dispose of it either.


WHEN WILL MY ORDER BE DELIVERED?

expand_less
expand_more
Delivery information can be found here You will find at checkout we ask for roughly 48 hours processing time, it will then be delivered on the day relating to your area. You can also check your postcode in the postcode checker at the footer of the page.

SOMETHING IS MISSING ON MY ORDER

expand_less
expand_more

Occasionally we have to make a change to your box contents because of weather or some things just look better, so first check that we haven’t substituted an item for something else. If something is missing, please let us know and we’ll replace it free with your next delivery. Please call us at the farm on 07377 209791 or email us if you need to discuss a missed item


WHAT SHOULD I DO IF MY BOX HASN’T ARRIVED?

expand_less
expand_more
Firstly check your delivery day. You can check it here. We send out tracking emails the morning of deliveries so if you didn’t receive an email it may be on another delivery or missed the order deadline. Please call us at the farm on 07377 209791 or email us and we can track your order.

WHAT TIME DO YOU DELIVER?

expand_less
expand_more

We can't guarantee a set time each week. However typically you can expect delivery between 7.30am and 11am based on your area. You will get emailed a time slot before delivery and you can track the van too.

Customer notes

What if I have an allergy? 
expand_less
expand_more
Please email us immediately when making an order via the 'contact us' tab in the top of the page to notify us of any allergies. Please note however we cannot guarantee boxes will be done up in allergen free spaces, if your allergy is severe please let us know prior to your delivery day so we can discuss your options.
What if I can't answer the door or am ordering for someone else? 
expand_less
expand_more

Not a problem! We are always happy to bring boxes upstairs to flat doors, or place them just inside the door or, if you want us to leave them in a shed/conservatory we are happy to do so. Just leave a comment in the delivery notes at checkout.

We pride ourselves on caring for our customers, if we haven’t seen an elderly customer (who we usually would) and it’s out of the ordinary, we may get in contact to check in.

What if there are some fruit or veg I don't want? 
expand_less
expand_more

Subscribers - Log into your account and click ‘manage dislikes’ from here you can search and add up to 7 fruits and vegetables to your dislikes list. We will tailor your box to this the best we can.

Questions not answered? Contact us