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.
Vegboxes & Orders
What’s coming in my next Box?
We upload our following week’s Box menu’s on the website each Friday, after our deliveries for that week have finished. You can see what’s coming in next week’s Boxes by clicking the ‘What’s in the Box’ tab at the top right corner of our website. The Box menus for the following week are listed next to each Box size. 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 Box?
You can change what vegetables you receive by clicking the ‘Preferences’ button on your customer homepage. Here you can exclude things from your Box and let us know what veg you love. You can change this list as often as you like. If you have more specific requirements get in touch by phone or email and we can tailor your Box from our end.
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 Box.
Can I order vegetables on their own and not have a set Box?
Yes; we just have a minimum order of £10.00 for us to be able to deliver to you. 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 Box. You can do this using our ‘Shop’ link on our website. Here you can add any extra fruit or vegetables, honey, eggs, juice or water, as a regular order or as a one off.
What should I do if I’m going on holiday or want to skip a Box?
You can enter your own holiday or away dates on your customer homepage using the ‘Suspend or Cancel’ button. Here you can pause your entire order, or just one part of it, for example you could stop your Eggs for one week but still get your Vegbox.
What should I do if I want to cancel entirely?
You can deactivate your account through the ‘Suspend or Cancel’ button on the customer homepage. Select ‘Whole delivery’ on the drop down list, and you can press the button that pops up underneath saying ‘Permanently cancel your order’. This will deactivate you as a customer, but your balance will have to be settled at £0.00 before you are able to cancel.
Do I have to get a Box every week?
Not at all. We offer regular deliveries weekly or fortnightly, but you can order a Box as sporadically as you would like. All we ask is for you to order before 11am on Tuesday of the week you’d like a Box, as this is when we finalise our orders and start harvesting the vegetables we need. You can order as much in advance as you like. You can also change your order as much as you like, as long as it’s before 11am Tuesday of the week we’re delivering it.
How late can I make changes to my next Box?
We finalise all orders Tuesday morning at 11am for the week ahead, so be sure to make any changes to your box before then. This is to reduce waste as we would have started harvesting vegetables for the week. We may have already packed your box if it is past this time.
How do I know what Box size is right for me?
You can get a rough idea of Box quantities by clicking the ‘What’s in the Box’ tab at the top right of our website, and scrolling through the Box sizes and correlating pictures. 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 Tuesday of the week we’ll be delivering.
Why is some produce wrapped in plastic? Can I choose to not have any?
We try to use as little packaging in our Boxes as possible. We use uncoated paper bags where we can which you can also reuse or recycle. Green leafy vegetables start to wilt as they loose moisture so we have found using plastic to be the most effective solution. We ask our customers to reuse the plastic bags if possible, otherwise they are recyclable at large supermarket collection points. If you are unable to use them or recycle them, you can leave them in your empty Box to come back to us and we can recycle them.
Do I have to be home to receive my Box?
Not at all. If you tell us where we can leave your Box 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 Vegboxes.
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 should I do with my empty Box?
Please leave your empty Box and root bag out for collection on your next delivery day. We reuse our Boxes and bags as many times as possible before composting. If it looks like it might rain, please pop them in a bin liner as soggy boxes are not so great to reuse! Also, some of our drivers use their own cars that are tight on space and may not be able to accommodate more than one returned Box at a time.
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 DD Mandates’ button. If you scroll down on this page you can see your account statement.
How does the direct debit system work?
We process the direct debit charges up to 48 hours after your Box has been delivered. This is to make sure you are happy with your delivery before we take any payments. Once these are processed from our end, we have no control over how long they will take to be debited from your account as every bank is different, however it is roughly 2-4 days. So don’t be surprised if your Box charge is coming out the week after you’ve had your Box.
The direct debit system only charges for your delivery and if you have any owing balance, so can account for any changes you make to your Box week by week, or any extras you might have ordered. It can take a maximum of £99.99 weekly. It sends an email before any charges are debited from 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.
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 Box hasn’t arrived?
If you were expecting a Box and can’t find it; get in touch and we’ll do our best to track it down.
I’m missing something from my Box?
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 Box
We pack all our Vegboxes by hand and work hard to make sure you receive only the highest quality produce. However human error can occur, and with fresh, organic vegetables there is naturally the odd one past it’s best, and these can occasionally slip into a Vegbox. 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.