Frequently asked questions
When will my order be ready/delivered?
Orders placed before 5pm Thursday are delivered the
following Thursday. We will confirm delivery date via email after your order is placed.
Delivery will be made to your given address and left safely at the address if you are out/unavailable. The courier will also email you
on the day of delivery with a 2 hour window for delivery.
If you have any issues with the delivery date, or do not recieve an email from us or the courier to confirm your order and delviery details, please email us
and call the courier service to follow up. The courier details are provided in our dispatch confirmation email.
If you are unavailable and the order is left this is at the customers risk as neither we nor the courier are able to take responsibility for theft or damages!
If your order is for collection then it will be ready the following weekend. We will confirm your order and collection times via email after your order is placed.
Please keep an eye out for the confirmation emails we send as they will contain important information you really need to know, especially for new customers!
Is the produce Fresh or Frozen?
Depending on our available stock we may occasionally dispatch some items frozen. When you receive your items make sure you read your invoice to see which items were sent frozen and which are fresh.
If any items have defrosted fully in transit you can treat them as fresh (store in the fridge and cook within 3 days). Partial defrosting of an item however is not a problem to re-freeze.
All fresh items can be stored in either the fridge or freezer, frozen items can be stored in the freezer.
Remember you can specify in comments if you would only like fresh items.
Why are the packet prices different to website?
Please remember that the price displayed on our items may differ from the online sale price as we allow a +/- 10% range for all meat items. The reason for this is simple, when dealing with a natural product there will always be variation in weights, we allow this 10% range so we can sell our produce and process payments before preparing orders in case of late cancellations and wasted produce.
In the case that any items do fall outside the 10% range, the sale price for that item will be updated on dispatch, and a refund issued or an additional payment requested as necessary.
All our prices are monitored and adjusted each week to ensure as much accuracy as possible.
Can we reduce delivery costs?
Unfortunately couriers are not cheap and we do not have any control over this. The delivery cost also covers the insulated packaging and icepacks required to keep you order chilled in transit.
If you feel the delivery cost is too much, then perhaps combine your order with a family/friends visit to the farm?
How do I cancel or return an order?
To cancel your order please send us an email 3 days before delivery or collection. Cancellations later than this may be subject to a processing fee up to the full value of the produce.
As outlined in our full Return Policy we are only able to process refunds for items that are frozen immediately and returned to us for inspection.
The return can be arranged by us, although this will be at the customers expense and you will need to ensure packaging is the same as sent, with produce and icepacks both fully frozen.
When will an item be back in stock?
Our website will restock every Thursday at 5pm after the order deadline for the week. This is when limited items (such as chicken, offal, bones etc) will be available to order. However as we only produce at small sustainable levels, these can sell out again within 24-48 hours!
before 5pm on Thursday will be prepared for delivery/collection the following week. Orders placed
after 5pm Thursday will ready a fortnight later.