Veg Box FAQ

Managing Your Orders

What is the deadline for making changes to my order for the week?

You can make changes to your order up to 9am Monday on the week of your scheduled delivery. We have this deadline in place so we can place orders and plan our harvests accordingly, thus keeping waste to a minimum.

Can I pause or donate my order?

Absolutely! Log in to your account and click ‘Edit Pauses’ at the top of the customer dashboard page. You also have the option of paying for the full contents of your order to be donated to one of our Good Food Fund partners: just tick the 'Donate?' button when adding a pause and we'll do the rest.

Can I have fruit or veg I don’t want excluded from my deliveries?

Yes. You can have up to three items on your exclusions list for veg and one for fruit. Send us an email to arrange that!

Items on the list will be replaced by something of equal value, though we aren’t able to specify what this will be in advance. Please expect to see a little less variety if you have three items on your exclusion list, and we may need to replace an exclusion with more of an existing line of produce instead of a new item depending on availability.

Can I change how I pay?

You can add new card details to your account by clicking ‘Update Payment Details’ on the customer dashboard section of our website. If you’re signing up for a new veg box account you’ll need to pay via a credit or debit card: your first order is paid in advance, with subsequent payments made towards the end of your delivery week.

There’s something wrong with my delivery. What should I do?

Oh no! We’re so sorry to hear that. Send us an email at [email protected], preferably within 24 hours of your delivery arriving, and let us know what the problem is so we can find out what went wrong.

How do I cancel my subscription?

I’m sorry to hear that you want to leave us, but send us an email at [email protected] and we’ll put the cancellation through for you.

Deliveries

Do I need to be home for deliveries?

Nope! Let us know of a safe place that our driver can leave your delivery. If you live in a house, you can leave a large, sturdy plastic box with a lid outside your door to protect the veg from the elements. Please make sure it’s big enough for the whole box, as we can’t unpack your order into it. In the summer, consider a chill bag or insulated box for delicate or chilled items.

You can also arrange to leave a key with us to guarantee access to a safe place: please email [email protected] to arrange this directly.

What day will my veg box be delivered?

We deliver on Wednesdays, Thursdays, Fridays, and Saturdays. We will let you know which day we’ll deliver to you when you sign up. We deliver according to area to improve efficiency and minimise unnecessary emissions, and so we unfortunately are almost always unable to change the day of the week your box is delivered.

What time will my box be delivered?

Unfortunately, we aren’t able to provide estimated delivery times, as when we get to you depends on a lot of variables. It’s usually a safer bet to find a way to have the veg safely delivered if you aren’t in than to try to wait in for the delivery.

Is there a delivery charge?

Yes, we charge £2.50 for delivery per order. This goes to paying our drivers, investing in our fleet, and other costs associated with making our deliveries. We do however offer free delivery on orders of £45 or over.

Can I collect my veg box instead?

No, we don't currently offer collections. If you're worried about not being in to receive a delivery, please note that we're always happy to leave the box in a safe place- just email us to let us know.

Produce & Packaging

How is your produce packaged?

Generally, it’s just in our reusable cardboard boxes. Where it needs other packaging, we mainly use biodegradable bags, which you can use to line your food waste bin, or put them in your compost. We also use recyclable paper bags. We look to avoid single-use plastic packaging whenever possible.

What packaging can I return?

We reuse the folding cardboard veg boxes and the fruit-crate boxes extras come in, so please do leave these out for our drivers to collect!

We return Mossgiel Milk bottles to the dairy- rinsed out really well please- and Ed’s Bees honey jars to the eponymous Ed. We can take back our Locavore hummus and pesto Vegware containers to be biodegraded (they can’t be put in food waste bins but can be commercially biodegraded).

We also take plastic bottle tops for recycling by Still Life Workshop.

Is everything organic?

Yes, everything in our veg boxes, supplementary veg bags, and fruit bags is certified organic.

How local is the produce?

For the veg boxes, we source all our produce as locally as possible. During peak season, we grow a lot of its produce ourselves on our growing sites in Neilston and on Narrowboat Farm. Everything else comes from elsewhere in the UK, with a lot of our produce coming from Chapel Organics in North Berwick, especially in the winter.

The fruit bags and supplementary veg bags contain produce from the UK and Europe, with the exceptions of things like bananas and pineapples. Produce from overseas travels by ground transport, and is never air-freighted.

We very occasionally may include some produce from Europe in the veg boxes when necessary in order to keep them as full as possible during the hungry gap: read more about why, and what we’re doing to avoid sourcing veg from overseas, here.

Hey! You haven’t answered my question!

Sorry about that- send us an email at [email protected] and we’ll get back to you as soon as we can.