FAQ’S

Account

Do I have to have a weekly subscription? - We are not a subscription service. You can shop as much or as little as you like, although many of our customers find it helpful to have a weekly or fortnightly repeat order.
Do I need an account to place an order? - Yes, you must create an account to place an order.
How do I create an account? - Click the Sign In tab in the top right-hand corner of the website. Enter your email address and postcode, then follow the steps to complete your account setup.
I forgot my password. How can I reset it? -To reset your password, go to the login page and click Forgotten Password. Enter your account email address, and we’ll send you a reset link. Check your junk or spam folder if you don’t receive the email within 10 minutes. If it’s still not there, double-check that you entered the correct email address and try again—this is the most common reason for reset issues.

Ordering

When can I order a box? - We publish our veg box contents on a Sundaynight order deadline is Tuesday 11pm.
Can I change my order? - You can modify your order until the deadline 11pm on Tuesday
Can I set up a recurring order? - Yes! When selecting a veg box, you can choose to receive it weekly, fortnightly, or every other week. Many customers set up repeat orders and let them run automatically.
Can I build my own box? - If you prefer to build your own box, your order must meet the £20 minimum spend.
There is no checkout process - Your order finalises at the deadline and you’ll be charged for the items in your basket.
Can I place an order over the phone? - No, we do not take phone orders.
Is there a minimum order value? - If you order a veg box, there is no minimum spend. If you build your own box, the minimum order value is £20.

Deliveries & Collection

Which areas do you deliver to? - To start with we will only be delivering to the L25 area, this will increase once we are established with our delivery round. To check if we deliver to your area, use the postcode checker during sign-up. If you are just outside our delivery zone, email us—we may be able to include your postcode.
When do you deliver? - We deliver on Thursdays. Delivery schedules may change around Christmas, but we’ll notify you in advance.
Is there a delivery fee? - Yes, a small charge to cover costs
Can I choose a delivery time? - We do not offer specific time slots, but deliveries typically arrive around the same time each week.
What if I'm not home for my delivery? - No problem! Our drivers can leave your box in a safe place. You can specify your delivery instructions in your account settings. If these change, email us before your delivery day.
Can I collect my order? Yes, simply select the collect option instead of delivery. Collection will be from the Farm shop in Woolton village. L25 5QA

How To Managing Your Basket

How do I place an order? - Once your account is set up, visit the Veg Boxes page, select a veg box, and add it to your basket. Orders are automatically processed at 11pm on Tuesday. You can also add extra items if you fancy a Plattsville loaf or some eggs simply just add those to your basket too!
How do I change my order? - On the shop page, your basket appears on the right-hand side. Click the pencil and paper icon next to an item to:

1. Change the quantity
2. Set it as a repeat order
3. Defer it to a future delivery date
4. Remove it from your order

I have booked a holiday can I pause my repeat order? - Yes. If you head over to your account and select "Holidays" you can choose the weeks you are away and do not need a delivery.
How do I cancel an order? - You can cancel by Removing all items from your basket – Click the pencil and paper icon to remove items.

Products

Are your products organic? - Not all of our produce is organic, it will be specified on the title of the veg box or single items if they are organic, however all of our milk and dairy products are organic.
What if a product is out of stock? - If an item is marked out of stock, it is unavailable. We update stock levels regularly to reflect availability.

Payments

What payment methods do you accept? - We accept major credit and debit cards. We recommend using a credit card for online purchases.
Is online payment secure? - Yes. Payments are processed securely through Stripe, and we do not store your payment details.
When will I be charged? - Payments are processed when the order deadline is reached—11pm on Tuesday.

Missing or Damaged

What is your return policy? - Please see our terms & conditions
How do I report a missing or damaged item? - Email [email protected] and we’ll resolve the issue.

Reusable Boxes & Packaging

Do you use reusable delivery boxes? - Yes! We deliver your veg in sturdy, reusable cardboard boxes to reduce waste.
How do I return my box? - Simply leave your empty box out on your next delivery day, and our driver will collect it. If you forget, you can return it the following week.
What should I do with the packaging from my veg box? We try to keep our packaging minimal, practical, and as eco-friendly as possible. Here’s how you can help us reuse or recycle it:

• Paper Bags & Punnets – These can be recycled at home.
• Glass Bottles – We encourage return of clean kombucha bottles, Juice bottles can go in your recycling bin.
• Biodegradable plastic bags  – These should go in your general waste bin.

Miscellaneous

How can I contact customer service? - Email us at [email protected]
Do you offer gift vouchers? - Yes! Email us at [email protected]
How can I stay updated on new products and events? 
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