Because of the current situation with COVID-19, we are extremely busy and have an enormous number of orders and emails to attend to. Before emailing us, please read the below FAQ carefully to see if your question is answered here and follow any associated instructions.
Thank you for your understanding and cooperation.
Please select the topic most relevant to your question from the following list:
- I have placed my order but haven't received any confirmation email.
- What is my delivery date? / What is the current status of my order?
- What time will my order be delivered?
- Where is my order? / Why has my order not been delivered?
- I think I missed my delivery. Can the driver please re-deliver?
- My order has arrived but there is something missing, damaged or incorrect.
- Can I change my delivery date / time / address?
- Can I make a change to the contents of my order? / How do I cancel an order?
- Are you able to make a delivery to my area?
- My question is not addressed in this FAQ
I have placed my order but haven't received any confirmation email.
This email may take some time to come through. Please wait at least 15 minutes and ensure you check your Spam/Junk folder. Also be aware that some email platforms may automatically sort your emails into different tabs, such as the "Promotions" tab in Gmail - please ensure you check there too. If you still can't find it, try searching for firstname.lastname@example.org and ensure you add us to your contacts. Sometimes your email doesn't arrive because customers have misspelled their email address at checkout. If you have followed all these steps and have still not found your confirmation email, please contact us at email@example.com.
What is my delivery date? / What is the current status of my order?
At the top of your original confirmation email there is a large green button that says "View your order". Simply click here to see all the most up-to-date information about your order, including your delivery date. If you have requested any changes to your order, they will be reflected on this page once they have been made in the system.
What time will my order be delivered?
When placing your order you will be able to select one of three time slots in which to have your delivery arrive. Each of these slots is a four hour window. If you cannot remember which time slot you selected, please check your confirmation email. We cannot give delivery times that are any more specific than these four hour windows. The exact time within the window that your delivery arrives depends on numerous factors such as traffic and how long your driver takes to make the deliveries that precede yours.
Where is my order? / Why has my order not been delivered?
If you are expecting that your delivery should have already arrived, please first check the status of your order. To do this, click the big green button at the top of your original confirmation email which says "View your order". Check this page to make sure your order hasn't been cancelled or changed for some reason and double check your delivery date and time.
If today is your delivery date, please give us until at least one hour after the end of your chosen time window as there are sometimes issues which could cause our driver to run behind.
If you have done all this and your delivery is still missing, please email firstname.lastname@example.org and let us know. Please include your order number in the message.
I think I missed my delivery. Can the driver please re-deliver?
If your driver is not able to deliver to the address given, they will first try calling you. If you are out when they reach you, you can try to arrange with them a re-delivery time. If the driver still cannot get a hold of you, they will attempt to deliver your order again the following day.
My order has arrived but there is something missing, damaged or incorrect.
If something is missing from your box (you can check the list of contents of each box online), please accept our full apologies. So that we can rectify this, please email email@example.com with the details of what is missing/damaged along with your order number and we will do our best to come up with an appropriate solution.
Can I change my delivery date / time / address?
If you would like to make a change to your delivery date or time, please first check that there are delivery slots available in your area for that day. To do this, simply visit our shop, add any item to your cart, then go to the checkout and enter your postcode. If your preferred date and time does not appear as a valid choice then unfortunately this slot is already full and cannot accommodate any further deliveries.
Similarly, if you want to change your address, please check the postcode map on our home page to ensure the new address is also within our delivery area. If the new day/time/address is available, then please email us at firstname.lastname@example.org and include your order number, name and the new delivery details in the message and we will do our best. Please note that while we will try to accommodate all requested delivery changes, we cannot make any guarantees that we will be able to do so. To see if your delivery has been successfully changed, open your original confirmation email and click the large green button that says "View your order".
Can I make a change to the contents of my order? / How do I cancel an order?
If you would like to add or remove any items from your order, or to cancel it entirely, please email email@example.com and include your name and order number in the message, along with details of which items you would like to add or remove. Please note that at this time the fruit/veg boxes come as is - we cannot make any changes to the specific contents of these boxes. If you are requesting that a new item be added to your order, please first visit our shop and make sure we have the item in stock. If you add any items to your order, you will be sent an email with details of how you can pay the extra amount owed. If you remove items from your order, your refund for the associated items will be returned via the same payment method you used to pay. Please ensure that any removed items do not cause your order to go below £30 or you will be charged for delivery.
Are you able to make a delivery to my area?
Please check the map on our home page to see if your postcode is included as one of our current delivery areas. If your postcode is not shown as a valid delivery location, then unfortunately we cannot make a delivery to you at this time ... even if your address is right across the road from a valid postcode. Note that our delivery catchment area is constantly growing as we recruit more drivers and expand our capacity. Please sign up to our mailing list or follow us on Instagram to be informed when new areas open up.
My question is not addressed in this FAQ
Please get in touch with us at firstname.lastname@example.org. If your query relates to an existing order please include your order number in the subject line.