FAQ

Payments & Refunds

How and when do I pay?

We accept all major credit and debit cards, except for American Express and Diners Club. Your card will be charged after the deadline passes for your chosen delivery day (see below), and you can look up details of past orders in your settings: just click on your name in the top menu bar.

Your card will be charged at the stroke of midnight, on the cut-off for your chosen delivery day:

Delivery Day Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Deadline Midnight on Saturday Midnight on Sunday Midnight on Monday Midnight on Tuesday Midnight on Wednesday Midnight on Thursday Midnight on Friday

Please note our pay provider authorises each payment when your order is placed, to make sure we’re meeting strict security regulations. (We want to make sure your money isn’t swept into money laundering schemes or re-routed to fund terrorism)

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, MangoPay. 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 MangoPay can help combat fraud, money laundering and the financing of terrorism. MangoPay are owned by the payment firm Ingenico. You can read more about Ingenico here.

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, MangoPay. 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 relevant delivery date. They are processed by each separate delivery date instead of in one lump sum, and we will send you an email confirmation when each transaction is ready.

How do refunds work if I used a voucher?

When a voucher is used, the amount of the voucher is split 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 what you paid per item, and a confirmation email will be sent a few days after your delivery, which will show the total for each item. 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, which you can use in your next shop.

How do refunds work if I used credit?

When credit is used, the amount of the credit is split 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 what you paid per item, and a confirmation email will be sent a few days after your delivery, which will show the total for each item. Whatever portion of the refund was attributed to credit will be returned to your Piggy Bank, and the rest refunded to your account. 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, 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, but most of our vouchers don’t have expiry dates so you can spread them out across the month. You can also use Farmdrop credit alongside one voucher.