COVID-19 Frequently Asked Questions
Do you support contact free delivery?
Yes - all drivers are provided with gloves and paper bags to allow contactless delivery. We also support customers receiving goods in bags or boxes they have provided, placed outside your doorstep. Customers are also welcome to remove items from the crates into bags if they would prefer. If you have any concerns about your delivery, please call our Customer Happiness team to discuss.
Can I leave specific instructions about how to deliver to me?
Yes - all orders have the option of adding 'special instructions' for your order, and these will be seen by your driver before they make delivery. You can add these instructions as you checkout, or afterwards via your account.
Do you deliver to self-isolating customers?
Yes we do. Please ensure to state in your 'special instructions' for each order if you are self isolating so that the driver is aware in advance. If you have any questions about this please reach out to our Customer Happiness team on 0203 770 9300.
Do you have buying limits on any products?
Some products have purchase limits so that we can help ensure supply for as many customers as possible. You will be notified of any limits when you try to add items to your basket. We are reviewing item limits regularly - please contact our Customer Happiness team if you need support regarding this.
Can I get missing items redelivered?
If you do not receive an item, that is usually because we did not receive it to deliver to you. Therefore we we will unfortunately not be able to redeliver any replacements for missing goods. You will be contacted on the day of your delivery about any missing items or substitutions, but if you believe you have missing items that we do not know about please contact us by email - [email protected]
Can I use your service to donate to someone in need / NHS workers?
Absolutely! Just make sure to input the correct contact and address details when you checkout, including a mobile contact number for whoever will be receiving the order. We also sell gift cards up to £100.
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 any time the following day.
Is there a minimum spend?
Yes, we have a minimum spend of £30 for all deliveries and £60 for free delivery.
What do you charge for delivery?
Delivery is free for all orders over £60. For orders over £30 but under £60, we charge a £6.99 fee Sun-Thu and a £9.99 fee Fri-Sat.
Can I edit my order?
Yes, you can change your order as much as you like up until the 'cutoff' time, 12pm the day before your delivery. 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.
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. Please note that shopping lists cannot be created if you do not have a delivery slot selected.
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. When something is unavailable or we've made a substitution, we will be in touch to let you know and provide the relevant compensation. If you're unhappy with the substitution, just let us know and we can provide a refund for the original item.
It looks like I have been charged twice?
We authorise funds at 9am the day before delivery (or on the next hour, if you order is placed after 9am for delivery the next day). If you edit your order after we've already authorised funds, but before 'cutoff' (12pm the day before delivery), your bank account will need to have enough funds to clear both authorisations, and if not your order will be cancelled. If you have any questions about this please contact Customer Happiness asap on 0203 770 9300.
A product I 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!
Do you deliver to me?
We deliver to all of Central London, and we’re currently adding expansion further outside of the M25. 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 ensure that someone will be available in person to receive the delivery for the whole of the slot that you select.
Can I choose my delivery day and time?
Yes, you can! We deliver every day between 7am and 10pm, and we offer 2-3 hour delivery slots. Click on the calendar at the top of the screen to see the next available delivery days and times.
I’d like to change my delivery day or 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 add to food waste, and we cannot leave products as we must ensure that products are kept at a safe temperature, and not tampered with before you receive them. 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?
No. We support contactless deliveries and all drivers will be happy to leave your food in bags or boxes (or without!) outside your property if you prefer. We are also trialling new options to be able to deliver all food in bags in order to give all customers access to contact free delivery as default.
Payments & Refunds
How and when do I pay?
We accept all major credit and debit cards including VISA, Mastercard, American Express. Funds are authorised 9am the day before delivery (or on the next hour, if your order is completed after 9am for next day delivery). Your card will be charged at 12pm noon the day before delivery. Please note that if there are any issues with your card when we authorise funds, we'll need you to resolve these before 12pm to prevent your order being cancelled. You will be contacted by email and SMS if there is an issue with your order, and you can prevent this by ensuring that an active card with the required funds is in place before you place your order.
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 to your Farmdrop account, and are processed by our payment provider, Stripe. This takes 5-10 business days after the refund is processed by our Customer Happiness team.
How do refunds work if I used a voucher code?
When a voucher code 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 code per order?
Only one voucher code can be used per order.
When placing your first order you will not be able to use Farmdrop credit in conjunction with a voucher code. You can only use one of these offers.
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 voucher codes alongside credit?
If you have credit in your account this will automatically apply to your order. Some promotional codes including first-order codes will not work alongside credit. Please check the terms and conditions of your promotional code for full details.
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.
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.
How can I book a Christmas pre-order slot?
You can book a slot from the pre-order date picker under the calendar icon or add any pre-order items to your basket and then pick your Christmas delivery slot at checkout.
When can I book a Christmas slot for pre-order?
You can book a Christmas slot for pre-order from 1st October for delivery between Thursday 17th to Thursday 24th December.
Can I pre-order normal items for the Christmas slots?
Yes, you can shop our full range as well as any pre order items for our Christmas slots.
Can I change my turkey size?
You will need to get in touch with our Customer Happiness team for any changes to non-cancellable items prior to 15th November. You will not be able to make any further changes to non-cancellable items after 15th November.
Can I cancel or change the date of my Christmas order?
As long as your order doesn’t contain any non-cancellable items you should be able to cancel your order or change your delivery date from your order summary page.
If your order contains non-cancellable items you will need to get in touch with our Customer Happiness Team prior to 15th November to cancel or change the date of your delivery.
You will not be able to cancel or make any further changes to the date of your delivery after 15th November.
Is the deadline for changes different for Christmas orders?
No, you can still make changes to any cancellable items your order up until 12pm the day before your delivery as normal.
Please note you will not be able to remove any non-cancellable items in your order without getting in touch with our Customer Happiness Team prior to 15th November.
Will you have turkeys available for Thanksgiving?
Yes! We will have turkey’s available in our range for delivery from 20th November until 29th November, but these won’t be available to be pre-ordered.
How long is the shelf life for Christmas Birds?
You should be able to find the shelf life for our Christmas birds on the product page under ‘storage information’
Will you be open for orders after Christmas?
Yes, we will be open for deliveries from 27th December onwards.
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 submit your products for consideration please fill in our online form.
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?
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 via our online form.
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 our hub in North London, located at Unit 5, Ponders End Industrial Estate, East Duck Lees Lane, Enfield, London, England, EN3 7SR.
What about allergens?
Our warehouse may handle products that contain common allergens including but not limited to:
- Cereals containing gluten, namely: wheat (such as spelt and khorasan wheat), rye, barley, oats
- Crustaceans for example prawns, crabs, lobster, crayfish
- Milk (including lactose)
- Nuts; namely almonds, hazelnuts, walnuts, cashews, pecan nuts, Brazil nuts, pistachio nuts, macadamia (or Queensland) nuts
- Celery (including celeriac)
- Lupin, which includes lupin seeds and flour and can be found in types of bread, pastries and pasta
- Molluscs like, mussels, whelks, oysters, snails and squid
If you have any concerns regarding allergens please do not hesitate to contact us on 0203 770 9300 or [email protected] before placing your order with us.