FAQs


Orders

What are your order deadlines?

Our producers need a bit of time to get your fresh food ready, but order before 12:00 noon to get your delivery for the afternoon of the following day.

Is there a minimum spend?

Yes, we have a minimum spend of £40 for all deliveries

What do you charge for delivery?

We offer free 1 hour delivery slots for orders over £80 and free 6 hour delivery slots for orders over £40.
1 hour delivery slots for orders under £80 are available for a cost of £4, and 3 hour evening slots are available for a cost of £2.

Can I edit my order?

Yes, you can change your order as much as you like up until the harvest cut off time. You can do this in the ‘My Orders’ section of our site, where you’ll also be notified of how much time you have left to make any necessary changes.

What if there is an emergency and I can’t accept my delivery?

We appreciate that things can come up unexpectedly. If you’re stuck with an urgent situation, please give us a quick call on 0203 770 9300 or email [email protected] and we will do our best to help out.

How and when do I pay?

We accept all major credit and debit cards. Your card will be charged when our lists are sent to the producers to prepare your order, which will be 12pm the day before your delivery (PM deliveries), or 12pm two days before your delivery (AM deliveries).

Can I create a Shopping list or save my favourite items?

Yes, you can! If there are some products you want to remember for next time, or if there is something you especially love, click on the bookmark icon.

What happens if something I ordered isn’t available?

Most of the time, your order will arrive as expected - but there can be times where an item isn’t ready to be picked, or fish isn’t around to be caught, for example. Where possible we'll always try and find the closest alternative - such as green kale instead of red, or hake instead of cod. When something is unavailable or we've made a substitution, we will be in touch to let you know. If you're unhappy with the substitution, just let us know and we can provide a refund for the original item.

I have the same amount on my bank statement, looks like I have been charged twice?

Please don’t worry! This is a pre-authorisation check that our payment system carries out when the order is made. We only ever charge the once and any pending transactions will be to check that you have the funds in your account - these’ll disappear after a couple of days.

A product I really like is not available

Unfortunately, because we work with small producers and with produce that can be seasonal, we can’t guarantee that a particular product will be available all of the time. For most produce we have alternatives which are very similar and hopefully they’ll find a way into your heart too!

Deliveries

Do you deliver to me?

We deliver to most of London, Bristol and Bath and we’re planning on expanding further. Please enter your postcode into our postcode checker on our homepage.

Do you deliver to work addresses?

Yes, we do! If you’re ordering to a work address, please add special instructions to confirm your workplace so our Farmdroppers can find you. Please note that office hours aren't taken into account when planning our deliveries, so it may be safest to book a one hour slot.

Can I choose my delivery day and time?

Yes, you can! We deliver every day between 7am and 9:00pm, and we offer 1hr, 3hr and 6hr delivery times. Click on the little van in the header bar to see the delivery days and times available.

I’d like to change my delivery day / time-slot. What should I do?

Please go to Account > My Orders and select 'edit order' - here you can change the day and time to anything else available. If this isn’t showing for you then the order will be getting prepared by our farmers and producers, and no further amendments are possible.

What will you do with my shopping if I’m not in?

We organise time slots for all of our deliveries, and need you to be in for this. Failed deliveries can add to food waste, so please ensure to get in touch as soon as possible by phone or email if you think you won't be able to make your delivery slot.

How will my cold food stay fresh?

Thanks to our thermal crates, all chilled items are delivered with an unbroken 'cold chain' and remain chilled from producer to your door. If you have organised a 'leavesafe' delivery, chilled items will be delivered and left in thermal packaging which do the same job.

What do I do with the packaging?

We re-use as much packaging as possible, so please return to your driver any unwanted packaging. Our compostable bags are best for you to keep and use, and please note that we cannot accept packaging used for any meat products.

Do I have to let the delivery driver into my house?

We train our Farmdroppers to be as helpful as possible, and this usually means carrying in your groceries and helping unpack. However, we absolutely understand that this may not be wanted, or convenient and also support handing over your order at the door - just ask when your Farmdropper arrives. Please be aware that because we do not use plastic bags, this option works best if you're able to bring a bag or box to the door to collect your food.

Payments & Refunds

How and when do I pay?

We accept all major credit and debit cards. Your card will be charged when our lists are sent to the producers to prepare, which would be the same time as your order’s 12 noon cutoff.

Why do you charge in advance?

We’re pioneering a new food system where producers and customers both get the very best of what’s on offer, and part of this is guaranteeing a sale for our farmers, bakers and beer stick-makers. Typically, farmers are asked to deliver their food without payment, and then they have to wait for weeks - sometimes months - to be paid.

With Farmdrop, your order is sent through after the deadline for your delivery day passes, and your card is charged at this point to make sure our hard working producers can run a healthy business. Everything is picked or made to order, but if the worst happens and something doesn’t arrive, we will refund you straight away.

Why do you need some personal details for payment?

We use an innovative payment system from our pay provider, Stripe. This is what enables us to get your payment to farmers and producers directly. It’s a new system, so we do need some information that you might not be asked for by other payment providers. These extra details mean that Stripe can help combat fraud.

What is your refunds policy?

We have a no quibble refund policy, so if a part of your order is missing, damaged, poor quality or not what you ordered, we really want to know about it. Feedback is important for us to improve, and pictures of labels or poor quality items help us to show our producers or packing team what went wrong, so please include them if you can. We can then refund you right away, or give you a voucher to cover the cost of the item.

How are refunds managed?

Refunds are paid back to the card saved in your wallet (found in your Farmdrop account settings), and are processed by our pay provider, Stripe. Because your money doesn’t come to us directly, there are a few more security checks that have to be done, and refunds take a bit longer - up to 10 business days after the refund is processed by our Customer Support team

How do refunds work if I used a voucher?

When a voucher is used, the amount of the voucher is split evenly across every item in your order, instead of coming off of one item, or making a few small items free of charge.

Any refunds will be for the amount you paid for each item, and will not include the discount that the voucher provided. If you prefer to have a voucher instead of a refund, please let us know, and we’ll set up a unique code for the total paid per item which you can use in your next shop.

Can I use more than one voucher per order?

Only one voucher can be used per order.

How can I use my Farmdrop credit?

You can use it to pay for up to 25% of each order at checkout. We’ll automatically deduct the credit amount before payment is taken and this will be clearly shown in your order summary.

How do I know when I’ve got Farmdrop credit?

We’ll send you an email every time one of your referred friends makes their first purchase. You’ll also be able to see how much you have to spend by viewing the Farmdrop Piggy Bank icon which can be found across the site navigation bar and in your account settings.

How long do I have to spend my Farmdrop credit?

You have 6 months from the date your Farmdrop Piggy Bank is credited to spend your credit.

How many friends can I refer?

You can refer as many friends as you like. The maximum amount of credit you can hold in your Farmdrop Piggy Bank at any one time is £500.

Can I use promocodes alongside credit?

You can also use Farmdrop credit alongside one voucher.

How do refunds work if I used credit?

When credit is used, the amount of the credit is split evenly across every item in your order instead of coming off of one item, or making a few small items free of charge. Any refunds will be for the amount you paid for each item, and will not include the discount that the credit provided.

Technical

How do I reset my password?

If you need a new password, there is a 'Forgotten password?' link on the sign-in page. Click on this, enter your email address, and then follow the instructions in the reset email.

I think I’ve found a problem with the website; what should I do?

Please email us details, ideally with a screenshot to [email protected]. Thanks for your help!

How do I give feedback on the website, mobile site or iOS App?

Please email us at: [email protected]. We really appreciate your feedback on our websites and app. It’s a brilliant way for us to find out about what we’re doing right, and also what we still need to look at!

I'm having an issue with a promotional code

Please note that only one promotional code can be used at any time, and that codes cannot be added after the order has been placed. If you are still having issues, please contact us on [email protected] or 0203 770 9300.

Other

I’d like to be a Farmdrop producer.

If you make or grow fresh and tasty food, we’d love to hear from you! We have a set of guidelines for all our producers which focus on sustainability, environmental farming practices, organic methods, and of course, quality and taste. To find out more about how to sell your produce with Farmdrop, drop us a line at [email protected]

Do you offer wholesale prices?

We do have plans to expand into the business-to-business world in the future, but we aren’t able to offer wholesale prices just yet. Not many of our producers are able to support bulk orders at the moment, but as we grow, we hope they will too - and we know it will be delicious!

Can I suggest a product?

Yes, we love suggestions! Please email us at: [email protected]  Our Producer Team are always on the hunt for new and interesting foods, so if there’s something you’d like to see on the website then please let us know.

What do you mean by “local”?

For us, local means that the food you order is grown or produced near our Hub. Then delivered direct to us from our farmers and food makers. When you buy local food, you’re directly supporting small farmers and family businesses who care about getting you the best food they can make (or grow) - and it hasn’t travelled as far, so it’s much fresher, tastier and healthier.

One challenge of staying super-local is that there are some essential fruit and veg that just don’t grow locally, like bananas, and citrus fruit. But whatever the food, we will always stay as close to home as possible, and we’ll be transparent along the way, so you can make an informed decision about what you want to buy.

Why is some of your food not organic?

We love organic food - and we think organic is a better approach for both farms and food producers, since it is respectful of the land, people and animals involved. But we also believe that small and local means better, fresher food, so we take a wider approach with everyone involved in sustainable food production - not just those certified as organic. We think knowing exactly who is behind your food is just as important.

Do you deliver on Bank Holidays?

We deliver on most Bank Holidays, so most of the year it’s fair game for fresh food. However, there will likely be some changes around Christmas and Easter - and there might be limited product availability if our producers take a well-earned day off.

Why are some products not available every day?

Some of our food is made or grown by small family businesses, and their teams aren’t big enough to juggle everything it takes to handle a large amount of orders. We work with them to schedule orders for days when they know they can make, pick or produce what they’re best at. Over time, your support will mean they can expand their business to cover other days.

Why aren’t some items available all year?

We do our best to make the most of local seasonal foods, so there will be times of year when certain items aren’t in the shop. Eating seasonal produce doesn’t just support local farmers and guarantee freshness, it’s also much more sustainable than sourcing out-of-season foods from overseas.

I’d like to work at Farmdrop. What should I do?

We always love hearing from people that would like join the team and help us on our mission. All our current vacancies are listed on our jobs page (farmdrop.workable.com), so it’s worth keeping an eye on this! We ask kindly that you don’t send us speculative job applications or CVs, but instead apply to the positions available through the website.

Do you work with recruiters?

We’re a small team, and it’s important for us to recruit new team members ourselves - but if you feel you’ve got an opportunity we can’t afford to miss, please drop us an email. We can’t pass calls to hiring managers over our enquiries line, so please email us at [email protected] instead.

How do Farmdrop gift cards work?

If less than the value of the gift card is used on a shop we will send a new code for the remaining balance. Please note that gift cards will expire 12 months from date of purchase, and there will be no refunds or credit for any unused portion of a gift voucher in the case of expiry.

Gift cards cannot be used to purchase other gift cards or used in conjunction with any other offer or promotion, returned, reloaded, resold, transferred or redeemed for cash.

Finally gift cards can be only used on Farmdrop.com and Farmdrop mobile apps, and Farmdrop are not responsible for lost gift card codes.

Where can I find information about product packaging?

We are working hard with our producers to deliver products in the most environmentally-friendly packaging possible, whilst not compromising the product life or quality.

To give you more information we have added the option to filter by 'No packaging', 'Plastic free', and 'Return to us'. Packaging from products marked 'Return to us' will be returned for re-use by the original producer.

You can read more about our ongoing work to remove plastic from our supply chain in this blog post on the subject.

Where is the company based?

Farmdrop operates out of hubs in London and Bristol. Our head office is located at Classic House, 180 Old Street, London, EC1V 9BP.