Is the Farm Shop open or do I have to shop online?
The Farm Shop is open as usual, Tuesday-Friday 8.30am-5pm and Saturday 9am-5pm. We are currently closed on Sundays and Mondays. We are well stocked with a full range of products. However if there is something in particular you are looking for please feel free to ring ahead to check availability 01494 863566. Please note that due to the current situation we are unable to put products to one side for customers but can happily advise on stock levels.
What are the benefits of shopping online?
We have introduced our online store during Covid-19 as a means of providing an alternative, lower contact service for customers. Our collection service is separate from the Farm Shop and very low contact.
It also works well for people who are shielding, who can complete their own shop and ask a friend or relative to collect on their behalf. We have also now introduced a small delivery area (currently covering HP5, HP6, HP15 and HP16) for those looking for home delivery services.
As we are limiting numbers of customers inside the shop due to social distancing measures, there is very often a queue to enter the shop. Shopping online offers more convenience.
Why do you not have all products available online?
We stock thousands of products in the Farm Shop so we are not yet able to offer absolutely everything on the online store. We have concentrated on covering all the essentials and are adding more products all the time. If there is something in particular you would like to see stocked online, feel free to send all us an email on firstname.lastname@example.org and we will look into it for you.
Do you deliver?
Delivery is very new for us! We are currently trialing a limited delivery service on Wednesday, Thursday and Friday afternoons. We cover HP16, HP15, HP5 and HP6. If the demand and the uptake is there, we will look into expanding the areas and volume in due course.
I'm not classed as 'vulnerable' but would still deliveries, is this ok?
Yes! Deliveries are open to anyone and we encourage you to use the service if you would like it. We will only be able to expand and maintain this service if there is adequate demand so please do use it.
Do you charge for click and collect?
Click and collect is completely free, we just ask for a minimum order value of £12.
Do you charge for delivery? And how much?
Yes there is a delivery charge in order for us to cover our costs. It is calculated on distance with a base rate of £2.50 plus 50p for every mile from the farm. There is a minimum order value of £25 for deliveries.
I want to place an order but the date isn't available.
Collection slots are released ten days in advance. This is to enable us to make sure we can meet demand. Farm Shop orders are available for collection Tuesday OR Friday. Wild Strawberry Cafe orders are available for collection Tuesday-Saturday. Delivery is available for both Tuesday or Friday.
I need to amend my order, what should I do?
For any order queries please email us on email@example.com. We will respond quickly Tuesday-Saturday. Please do not call the Farm Shop as you will not be able to speak to correct person. We can amend orders up to 48 hours before your collection/delivery date. Tuesday orders cannot be amended after Friday AM.
I did not receive a confirmation email, what should I do?
Please check your Junk-mail folder first as often they are there. If you still can't find it please email us on firstname.lastname@example.org with your full name and we can check your order for you.
Where do I collect my order?
FARM SHOP orders are collected in the Nursery area, to the left of the Farm Shop, please follow the black signs. WILD STRAWBERRY CAFE orders are collected at the yurt.
Why can I not order plants for delivery?
Delivery is very new for us. We do not currently have delivery vehicles which are large enough to accommodate plants so these are for collection only.
Can I order over the phone?
No, we're afraid not. We're incredibly busy at the moment so have introduced the online shop as a means of managing orders. We do not have the capacity to take orders over the phone.
I cannot complete my checkout, what should I do?
Our online shop is still very new and there have certainly been some teething problems, we're doing our best to rectify glitches as quickly as possible.
The first thing is to ensure you are not trying to checkout Farm Shop and Cafe items (afternoon tea hampers/lunches or whole large cakes) in the same basket as unfortunately this is not possible. If you are still having issues please send us an email on email@example.com explaining the issue and we'll try to sort this as quickly as possible for you. Thank you for your patience!
Why do I have order order Farm Shop and Cafe items separately?
We understand this can be nuisance and we are working on a solution, please do bear with us. The Farm Shop and Cafe items have slightly different availability and collection times which means we are unable to check them out together as they are essentially separate shops! If you want to order items from both, please just complete two orders and select the same collection date and time (they do overlap on collection times on Tuesdays and Fridays).
Will I get what I ordered or should I expect substitutions?
We've worked really hard to ensure you should always receive your full order by carefully managing our stock. We do deal with a large number of small, local suppliers, and very occasionally we will have issues sourcing products but this is quite unusual. We will always try to inform you with as much time as possible if we are going to be missing anything.
I've received my order and I'm missing something/there's a problem with a product?
Please just let us know as soon as possible by emailing firstname.lastname@example.org. We work really hard to keep mistakes to a minimum but we're human and of course the odd mistake might happen. Just let us know as soon as you spot it and we'll either refund or replace for you.
Will you continue this service once we go back 'to normal'?
The simple answer is we're not sure yet! There's a lot to think about in terms of available space (it's currently being run out of our cafe area) and it will also depend on the demand. We would like to keep it going if its viable so please do keep supporting the service and we'll do our best!