Dear friends,
Due to an unprecedented number of orders during this challenging period, we at The Farm have had to make a number of changes to accommodate demand.
These changes, while necessary, have caused some confusion amongst new and old customers alike.
In an attempt to reduce the flood of enquiries we receive each day, below you will find our answers to the most common questions.
Please note that you will not receive a response from us if your question is answered below.
CAN I REGISTER AS A NEW CUSTOMER?
We are working very hard to serve new and existing customers during this period of high demand. New customer registration will be selectively reopened whenever we are able to process new orders without sacrificing quality and service.
WHY HAS MY DELIVERY CUT-OFF TIME CHANGED?
In order to better manage logistics, resources and demand we have had to implement a universal cut-off time for all box orders: Monday at 11am.
CAN I MAKE CHANGES/ADDITIONS/DEDUCTIONS TO MY ORDER AFTER THE UNIVERSAL CUT-OFF TIME?
No, as always, once the universal cut-off time has passed, all orders are considered final.
IT’S NOT YET THE UNIVERSAL CUT-OFF TIME (MONDAY AT 11AM) BUT I CAN’T ADD A NEW BOX TO MY ORDER. WHY IS THIS?
If total upcoming weekly box orders hit our supply capacity limit then another cut-off will be triggered, locking all box orders for the coming week. You will still be able to add/edit non-box items in your order until the universal cut-off time passes; however, you will not be able to add/change any box(es) to/in your order. If you delete your box you will not be able to add another one.
CAN I MAKE SUBSTITUTIONS IN MY VEG BOX?
No, as before, we don’t have the capacity to customise our boxes.
WHY CAN I ONLY BUY X UNITS OF THIS ITEM?
Our suppliers cannot always meet the full demands of our customers, so, to ensure that as many people as possible receive something, we may limit the "units per order" number for some of our items. This will be reviewed on a weekly basis, and also applies to recurring orders set prior to the activation of these limits.
MY DELIVERY HASN’T ARRIVED/DIDN’T ARRIVE ON TIME
Due to our limited number of vans and drivers and the increased number of orders, we are operating under an agile delivery system. Please anticipate a possible 24 hour delivery window that could stretch either before or after your assigned slot.
WHY DO MY VEG BOX CONTENTS DIFFER FROM WHAT WAS ADVERTISED?
We may run out of specific produce as the week progresses. Substitutions have been made in a considered and equitable manner, ensuring that the value of produce you receive remains the same. We’re sorry if you’re disappointed and we hope that you’ll be patient with us as we adjust our systems to cope with the increased demand.
ITEMS I ORDERED ARE MISSING FROM MY DELIVERY
We may run out of specific goods during the week. If we are unable to fulfil your order, we will try our best to inform you as soon as possible, and you will receive a full refund to cover the cost of missing items. Again, please be patient with us at this time as we adjust our systems to cope with the increased demand.
WHAT CAN I DO TO HELP THE FARM?
Please return your delivery boxes to us by leaving them out for collection by your driver when expecting an order. Besides that, as always, please keep our small farmers in mind and try to buy local and direct whenever possible.
If your question is not answered above, please email Sally (box@thecommunityfarm.co.uk).
We do not currently have the capacity to answer phone calls, and you will receive a quicker response via email.
We are trying our absolute best to meet the needs of all of our customers, and we are confident that the measures we are taking now will help ensure fewer hiccups moving forward.
We don’t know how long these measures will have to remain in place, but we will keep you updated as the situation changes.
Again, your patience and understanding during this time are greatly appreciated.
Yours faithfully,
The Community Farm
To start ordering from us you will need to register with us first. Simply click on Register (top right), enter your details, then click on Next – Payment Details.
To provide us with your payment details, click on Securely Register Your Payment Details on your My Account page. Once you have entered your billing details click on Next
and you'll be redirected to Opayo, our online payments processor, who will securely register your
card details.
To confirm your card is working correctly we
will take a payment of £1 which will immediately be refunded to you.
Once
registered, we only will take payment from you when a delivery is due. This is usually 2 days before your delivery.
Our online ordering system is the simplest and quickest way to order, but you can also email box@thecommunityfarm.co.uk or call us on 01275 29 50 29 to place and order. Please note that our customer service team aren't answering the phone at the moment. You can leave a message, which we will pick up, but please email where possible.
Our boxes and extras are displayed in categories (the blue menu
across the middle of the screen). To make your selection, click on Add to Order below the item you've chosen, then select the quantity, frequency, and delivery date.
When you click Confirm you'll be redirected to the My Order page, which provides you with a summary of everything you've ordered. If you'd like to order more items you can Continue Shopping.
From the My Order page you can:
- Delete any items you no longer require
- Check your delivery details
- See the prices and total cost of your order
- Provide our drivers with any specific Delivery Instructions for your home
- Enter an offer code if you have one
Click on My Account (top right) to:
- View or amend your contact details or payment information
- See your order history
- See your payment history
- Set holidays, useful if you'd like to take a short break from deliveries.
If you need help with any aspect of our box delivery service, please don't hesitate to ask.
Click on Help at any time to find answers to your questions, then use the blue menu and links to find the information you need.Alternatively you can email box@thecommunityfarm.co.uk or call us on 01275 29 50 29 (We do not currently have the capacity to answer phone calls, and you will receive a quicker response via email) .
How do I find out what items are in each box?
The contents of our boxes change each week. Every Friday we publish the contents of each box for the following week to our website.
Can I exclude items from my box order?
Unfortunately not. We deliver each box with the contents advertised. We feel this is the most efficient and effective way of delivering excellent value while making the most of the vegetables and fruit each season brings.
If your regular box contains items you'd prefer not to have, it's easy to switch to a different box. Every Friday we publish on our website the contents of the boxes for the following week.
Not sure how to use some of your box contents? Browse our recipes for insipration.
Will my fruit and vegetables be washed ready to eat?
You'll find that our vegetables come to you in as natural state as possible and can often include earth residues. While the mud helps to maintain freshness, it is important that all traces are removed before consumption. So please do wash your produce before eating it.
Why do the items in the box sometimes differ from those advertised?
Our boxes are full of the freshest goods we can find. To make sure that you receive the best quality produce available, we occasionally need to make last-minute changes to the advertised box contents.
Where possible, we will replace any unavailable products with similar alternatives. If no alternatives are available, you will not be charged for the missing item.
Can I temporarily pause an order, for example when going on holiday?
Yes. You don't need to cancel your order to take a break from deliveries. You can set a 'box holiday'.
To do this, click on My Account, then select My Holidays. Select the dates you will be going away and the date you will be coming back and we'll resume your deliveries on your return.
Ordering via our website is by far the quickest and easiest way to order. However, you can also place orders by email: box@thecommunityfarm.co.uk or call 01275 29 50 29 (We do not currently have the capacity to answer phone calls, and you will receive a quicker response via email).
How do I add to my regular order?
Adding to your regular order is simple. Just find the items you would like to add; click on the Add to Order button; then select how many, how often and when you would like them delivered.
How do I cancel or remove an item from an order?
You can cancel or change your order any time up until 11am on Monday morning.
To cancel or remove an item click on the My Order button, then click on the rubbish bin icon next to the item you wish to remove.
How do I select the frequency of my order?
You can order weekly, fortnightly, monthly or one off. Simply choose the box or item you want to buy, click the Add to Order button, then select how often you would like it delivered.
Is there a cut off time for ordering?
Yes. Orders must be in place by 11am on Monday morning for delivery that same week. If you have placed a weekly, fortnightly or monthly order you can make any changes to your order up until this cut off time.
Must I place an order every week?
No. You can choose to have deliveries weekly, fortnightly, monthly or just once. Once you've set up the frequency of your order, we will keep delivering until you make a change to your order.
Our online ordering system allows you to order each individual box or item as frequently as you like. So, for example, you could order a vegetable box every week, a fruit box and eggs fortnightly and stock up on your groceries once a month.
You can place orders ahead of time too. For example you can order for a delivery in two weeks' time.
Simply select the box or item you would like, click the Add to Order button, then select the date and the frequency of delivery.
What are The Community Farm's opening times?
Community Farm staff work throughout the day, from the early hours delivering your produce through to the late afternoon. However, as a small company we are only able to provide customer services for part of each day.
Our customer service team are there to answer questions about box orders at the following times:
Tuesday to Thursday: 10am to 5pm
Friday: 9am to 3pm
Please email us at box@thecommunityfarm.co.uk
You can make payment using credit or debit card.
You'll need to register your card details with us. We'll then take the correct payment from you each time an order is delivered.
When you register your payment details, we will process a £1 payment to set up your card. This will be immediately refunded to you. Your card details are then held securely.
Please note that it can take two to three working days for the charges to appear on your statement and remember to update your details if you get a new card.
Can I pay using Bristol Pounds?
We are currently not accepting payments via Bristol Pounds. This is due to the transition taking place at Bristol Pound.
Do the prices change depending on the time of year?
The prices of our boxes do not fluctuate throughout the year.
Because the price of fresh fruit and vegetables is very much governed by seasonal changes and the weather, we work in harmony with the seasons when we select the produce for our boxes. This means we can offer the freshest produce at the best possible prices.
The prices of some of the individual extra items may, however, be subject to change.
Is there a charge for delivery?
Delivery is free on all orders priced £9.95 and upwards. For smaller orders there is a £1 delivery charge.
We normally take payment 2 days before the box is delivered to you.
Where does The Community Farm deliver?
We deliver to homes and businesses in and around Bath, Bristol, the Chew Valley and Frome.
Click here to see a list of our delivery areasMap of The Community Farm's delivery area
Can I collect my order instead?
Would
you like to set up a 'collection hub'? To do this you would need to
demonstrate that a reasonable number of people would place regular
orders for collection from your location. If you would like to propose a
hub, please email box@thecommunityfarm.co.uk
Can the delivery boxes be reused?
Yes. We very much welcome you to leave your used delivery boxes out for collection, so we can reuse them.
Simply push the base out from the inside to fold the box flat so that it makes the shape of a house; pop it in a plastic bag to keep it dry if it rains; then leave it out for the driver to collect on your delivery day.
Is there a charge for delivery?
Delivery is free on all orders priced £9.95 and upwards. For smaller orders there is a £1 delivery charge.
How can I provide specific delivery instructions?
When you place your order, please fill out the Delivery Notes section to give our drivers specific instructions about delivering to your home.
We'd like to hear from you if your house is a little hard to find or if you have a particular place you would like us to leave your box. If you live in a flat or studio in a shared building, our driver may need an access code or instructions to access your building.
To enter your details, click on My Order, then on the Edit button next to Delivery Notes.
Click on the My Account button and you'll see your address in the Personal Details section. Click Edit Details to make any changes.
Please note that a change of address may result in a change of delivery day.
How often are deliveries made?
We deliver once a week to each of our delivery areas.
Click here to see which day we deliver to your area
If you have already registered with us, simply click on My Account to view your delivery day.
You can place an order any time up until 11am Monday morning for a delivery that same week.
Delivery times will vary depending on your location. When you register, your delivery day will be displayed on your account. Some deliveries take place overnight and others during the daytime. Please email us at box@thecommunityfarm.co.uk if you require further information. Whilst we are unable to give exact delivery times, we can let you know whether it is a daytime or night time delivery.
Which day does The Community Farm deliver to my street?
Click here to see where we deliver
If you have already registered with us, simply click on My Account to view your delivery day.