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Frequently Asked Questions

Here you’ll find the answers to the questions we’re often asked. If you can't find the answer here, or if you'd find it easier to talk to someone, please give us a ring (numbers below). We always like to hear from you (or even to see you if you are ever near the farm).

Ordering and managing your account

how do I amend an order I have already placed?

Once you have logged in you will be able to “view your orders”. Here you will see your future orders and can link to your regular order. To add or remove a number of items already in your order use the + / - buttons. To add more to your order click on “add to order” and you will go to Shop where you can add more to your order while keeping your basket in view.

adding to your basket

When you find an item you want to add to your basket click on “add to order”. You will then see the item in your basket. Continue to shop and only click on “update order” once you’ve completed your shop.

how do I know I’ve submitted an order?

Having either added to your order in shop and clicked on “update order” or adjusted your order in “view my orders” and clicked on “confirm changes” you will see a message above your order “order confirmed”

why am I getting more than one confirmation email when I order?

When “update order” is clicked this confirms your order to us. We then send an email to you to confirm changes to your order. There is no need to click on “update order” each time you add an item to your basket, simply carry on adding and only click on “update order” when you have finished adding to your basket.

Do I have to order every week?

No, you can have a delivery as often as suits you (we’ll need two working days notice). Lots of customers find that alternating between two boxes suits them, eg. a large box with a fruit box one week and a fruit and veg box the next. You can always add an extra bag of whatever you eat a lot of (potatoes, onions, apples etc.)

How often can I change my order?

As often as you like. We really want you to get the box that suits you each week. Customers generally find it better to set up a regular order (which can alternate between boxes) and then pause their order when they are away or going out a lot. This is a great help to us in planning the crops, but we much prefer you to swap between boxes and miss the occasional delivery than build up an onion mountain or have cabbages taking over in the fridge.

Does my order have to include a box?

You’ll get better value with one of our veg, fruit & veg or meat boxes but if you’d prefer to choose from our ‘extras’ only there is a minimum order of £12.50 (without meat) or, if you want to make up your own meat box the minimum is £25. Though you may not always need to order a box, our boxes are usually the best value as they are full of seasonal produce, most of which we grow on our farms.

How do I plan for holidays?

If you are going on holiday you can pause your order online by 8pm two working days before your delivery day or by phone or email to your vegman or lady by 5pm two working days before delivery.

If you are pausing your order online, sign in to your account then choose <pause your orders>. You can stop all deliveries while you are away using the date picker.

Can I order a box as a gift for someone else?

Yes – and plenty more besides. The easiest way to order any of our food as a gift is to call Customer Services on 01803 762059. We will be able to tell you the day of delivery and place your order.

What is the latest I can change my order?

You can change your order online up to 10pm two days before your delivery. To change your order by phoning or emailing your vegman or lady we need two working days notice before delivery:

  • Monday delivery phone or email by Friday 5pm, online by Saturday 10pm
  • Tuesday delivery phone or email by Friday 5pm, online by Sunday 10pm
  • Wednesday delivery phone or email by Monday 5pm, online by Monday 10pm
  • Thursday delivery phone or email by Tuesday 5pm, online by Tuesday 10pm
  • Friday delivery phone or email by Wednesday 5pm, online by Wednesday 10pm
  • Saturday deliveryphone or email by Thursday 5pm, online by Thursday 10pm

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Box Information

where can I see box contents all on one page?

We post box contents on the website every Friday. We also email you each week, so you can check whether you would like to stay with the same box, change to another one, or add any extras. We try very hard to stick to the contents, but the unpredictable weather and nature mean we do occasionally have to change at the last minute. You can always find the latest version of all the box contents here

How can I find out the box contents?

We post box contents on the website every Friday. We also email you each week, so you can check whether you would like to stay with the same box, change to another one, or add any extras. We try very hard to stick to the contents, but the unpredictable weather and nature mean we do occasionally have to change at the last minute. You can always find the latest version of all the box contents here.

What size box is best for me?

We suggest the boxes are suitable for the number of people shown below, based on a week’s use. If you are vegetarian we recommend going up a box size.

Can I choose my own box contents? If I don’t like something can I swap it for something else?

Our boxes have fixed contents for a few reasons. We can get our produce to you as quickly as possible, giving you fresher veg. We can keep our prices low, so as many people as possible can afford organic veg and we can also minimise waste, as we can use everything we grow. Most importantly, it means we can keep our commitment to the farmers in our co-op who help us make the boxes varied and interesting.

Our core boxes usually contain potatoes, carrots and onions, but we also offer boxes without these staples. Contents change every week and you can swap between boxes to suit you and add any extra items you like.

Should I wash my Riverford veg?

We aim to give you great tasting, ethically produced food without impacting on the environment.

We avoid mechanical washing our vegetables as it can damage them, reducing shelf life, nutritional content and flavour. Washing is best done as close to eating as possible, so we leave this job to you.

“Our philosophy on packaging is also simple - use as little as possible without compromising quality. We are a vegbox scheme after all and we’d like to use nothing but the box. The fruit and salad you eat raw might sit next to some muddy veg fresh from our fields so you should wash all our produce before eating it”

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Payments

Is there a delivery charge?

No, delivery is free.

Is there a minimum order value? Do I have to order a box?

You’ll get better value with one of our veg, fruit & veg or meat boxes but if you’d prefer to choose from our ‘extras’ only there is a minimum order of £12.50 (without meat) or, if you want to make up your own meat box the minimum is £25. Though you may not always need to order a box, our boxes are usually the best value as they are full of seasonal produce, most of which we grow on our farms.

How do I pay?

You can pay by logging into your account, clicking on ‘my account’ and then ‘make a payment’. We accept Visa, Visa Delta, Visa Electron, MasterCard, Maestro (one-off payments only) and Solo. You can choose to make a one off payment or sign up to a regular payment agreement (FuturePay). This will debit your card each time you have a delivery and saves you needing to remember to pay every week. You can also make a card payment by phoning your local vegman/lady or Customer Services.

If your card has expired or there is a problem taking payment, contact your local vegman/lady, Customer Services or visit the WorldPay Shopper Management website http://www.worldpay.com/shopper/. You’ll have received your login details for the WorldPay site via email when your FuturePay agreement was first created.

For security reasons, please don’t email your credit card details to us.

How can I look at my statement history?

Log in and select ‘my account’. You’ll also receive a payment confirmation each time we deliver to you.

Card payment charge

There is a small charge for card payments which depends on the type of card you hold. The card charge calculator will give you an idea of how much it is likely to be.

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Delivery

What time do you deliver? Do I need to be at home?

We deliver between 6am and 8pm on your delivery day.

You don’t need to be at home. In fact, more than 70% of customers are out when we deliver. Deliveries are made by your local vegman/lady (not a courier), who works on a ‘round’ basis on a set day to maximise efficiency and reduce food miles. However, if you have a regular order you’ll notice that delivery is often at a similar time each week – traffic and weather permitting!

Where will you leave my box if I’m not in?

Let your local vegman/lady know where you would like them to leave your box. We are used to all sorts of requests. This could be anything from leaving your box with a neighbour, in a shed or garage, to tucking it under a hedge, behind a dustbin or under upturned recycling boxes. We’ll also deliver to your work place if this is more convenient. If you’re an existing customer please contact your local vegman/lady, or if you are a new customer enter your work address details when you place your order for the first time.

We have also designed an Eco Cool Food Safe, a storage unit that works as both insulation and as a mini-garden, keeping your vegbox fresher for longer on the doorstep. They can be planted and are designed to live on the doorstep or in the garden – a lot more pleasing to the eye and the environment than Hippo boxes.

Why have you gone back to polythene plastic bags?

We have been working with Exeter University to find the least worst options for our packaging with surprising results: compostable/biodegradable, degradable and starch-based plastics create more environmental problems than they solve.  So we’ve abandoned our degradable bags and gone back to plain old oil-based polythene that is recyclable. Leave them out for us in your returnable box and we'll recycle them.

Why don’t you deliver to all areas?

Although we are growing, we don’t cover the whole country. We have regional farms around the country to grow and deliver as locally as possible. If we don’t deliver in your area yet, please fill in the registration form and we will let you know when we start deliveries in your area. Some customers who live just outside our delivery areas have boxes delivered to their work address or to friends or family.

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Problems? - we like to hear about anything you're not happy about so we can fix it

What should I do if my box hasn’t arrived?

We very rarely miss a delivery, so don’t panic if it is a bit later than usual. If it is very late, please ring your local vegman/lady or Customer Services on 01803 762059. We will find out what has happened and try to put it right.

I think something is missing from my order...

Occasionally we have to make a change to your box contents because of the weather or yields. So first check that we haven’t substituted an item for something else. If something is missing, please let us know and we replace it free with your next delivery.

What should I do if there is a problem with any of the produce?

We work hard to bring you fresh, high quality produce. With fresh organic fruit and vegetables, the odd thing can inevitably go wrong. We try to catch any problems and grade out anything that is substandard or doesn't have enough shelf life the staff and the cows get to eat this. If you have a problem please don't suffer in silence let us know so we can put it right by a credit or a free replacement, and investigate so it doesn't happen again.

Where do I find my receipt and newsletter?

We usually put newsletters in the box, but if you’re out we usually post the receipt through your letter box to let you know your box has arrived. You can also read the newsletters and see your statement online.

What should I do if my account has been deactivated?

If you have not placed an order for a long time we may deactivate your account. You can have it reactivated by contacting your local vegman/lady or calling Customer Services on 01803 762059. 

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