Frequent questions

We've had to reduce our range so we can deliver essentials to as many people as possible. We've focused on the fresh food that we do best, and that we have the most reliable supply of. This new range might not include everything you used to order, but it will allow us to keep you well stocked with fresh essentials from now on.

We've had to reduce our range so we can deliver essentials to as many people as possible. We've focused on the fresh food that we do best, and that we have the most reliable supply of. Anything that is not included in the new range has been automatically removed from your order.

If you have set up a regular weekly order from our new available product range, then your order is secure and will be delivered. As always, we will let you know if there are any last minute shortfalls and your order is missing items for any reason.

We are re-opening the shop from time to time, supply permitting, to give you the chance to add to your order. If the website is not taking orders when you visit please check again later.

If you have an order in place we recommend you don't try to amend it; anything you remove you cannot add back, so you risk losing your items.

Our delivery teams are at capacity, so for now we have had to stop accepting requests for delivery address changes. We're very sorry about this. If you have a regular delivery going to an address where you no longer live you will need to cancel your order. You can do this online by signing into your account; please make sure you do so at least 48 hours before your delivery day.

We will be releasing more of each product as and when they sell out, and pausing all sales from time to time to check. If the website is not taking orders when you visit please check again later.

Coronavirus is not considered a food safety issue by the Food Standards Agency or the European Food Standards Authority. Our main focus is on limiting the risk of spreading the virus through human contact.

Your driver will leave your veg box in a safe place and will only knock on the door if specified in your delivery instructions - and in this case they will stay the recommended two meters away from you.

Please help us by leaving recycling where we can pick it up without human contact. We already maintain very high standards of hygiene, but have briefed our teams to go above and beyond as an extra precaution.

We are re-opening the shop from time to time, supply permitting, to give you the chance to add to your order. If the website is not taking orders when you visit please check again later.

When the shop is open, adding items to your delivery is simple. You can make as many changes as you want up until 11.45pm two days before your delivery.

Already know what you want? Simply select the search bar at the top of the screen. Not sure what you would like? Use the navigation at the top of the page to browse our entire range.

Once you find something you want to order, simply select the ‘Add’ button and follow the on-screen options to select the quantity and frequency. We suggest you set up a regular weekly or fortnightly order rather than adding items as a one-off, as this is the best way to secure your deliveries for the weeks and months ahead.

You can change the quantity and frequency of your items by looking at the ‘Next delivery’ section on every page and selecting ‘Change’ on an item.

When you select ‘Change’ on an item that’s in your next delivery, you can use the +/- buttons at the top to change the quantity in your next delivery. Setting this value to zero will remove the item from your next delivery.

Selecting “Confirm” will save any changes made to your order.

If you have an order confirmed we recommend you don't change it at the moment. Our shop is only open periodically, so anything you remove you may not be able to add back again later.

When you select ‘Change’ on an item that’s in your next delivery, you can use the +/- buttons at the top to change the quantity in your next delivery. Setting this value to zero will remove the item from your next delivery.

Don’t press “Just once” as this will remove the regular order too.

Selecting “Confirm” will save any changes made to your order.

Every time you make a change or add something to your deliveries, you will be asked to press ‘Confirm’. You’ll then see either a confirmation message, or a warning message if there’s a problem, at the top of your ‘Next delivery’ section.

Because the website displays when your delivery is confirmed, we will no longer be sending a confirmation email. To check what’s coming, simply open the site back up and your next delivery will appear on screen. If this week’s delivery is en route, you’ll see ‘Today’s/Tomorrow’s delivery’ listed first, then ‘Next delivery’ (i.e. the following week) beneath that.

Our website is designed so you don’t need to keeping signing in and out. After you’ve signed in once, you stay signed in, making it really easy to quickly change your next order. If you would like to sign out, select ‘Your account’ to find the sign out option.

You can change your order online up to 11.45pm two days before your delivery. To change your order by phone or email, your local veg team will need two working days’ notice. Cut-off times:

• Monday delivery: phone or email by Friday 5pm, online by Saturday 11.45pm
• Tuesday delivery: phone or email by Friday 5pm, online by Sunday 11.45pm
• Wednesday delivery: phone or email by Monday 5pm, online by Monday 11.45pm
• Thursday delivery: phone or email by Tuesday 5pm, online by Tuesday 11.45pm
• Friday delivery: phone or email by Wednesday 5pm, online by Wednesday 11.45pm

You can also get in touch with us at the farm (call 01803 227 227, or email help@riverford.co.uk) until 5pm two days before your delivery day. In exceptional circumstances and at our discretion, we can cancel orders until 1pm the day before your delivery, but will charge a one-off sum to go towards the cost of preparing your order at the farm, which happens the day before delivery:

• £5 for orders up to £25 in value
• £10 for orders £25-100 in value
• £20 for orders over £100 in value

Because of the way we pack and deliver, unfortunately we can’t cancel an order after 1pm on the day before your delivery.

No. When our website is taking orders you can set up a regular weekly or fortnightly order or place a one-off order. However, in the current uncertain situation we do recommend you set up a regular weekly or fortnightly order; this is the best way to secure your deliveries for the weeks and months ahead.

We've streamlined and simplified our range to focus on fresh food, particularly boxes, so we have confidence in supply and can adapt to changing circumstances and reduced packing and delivery teams. It would really help us make the best possible use of our fresh produce if you ordered a set box.

If you aren’t ordering a set box, then you’ll need to spend a minimum of £15.

If you’re going on holiday, you can pause your order on the app or online by 11.45pm two days before your delivery day, or by phone or email to your local veg team by 5pm two days before delivery.

To pause your order online or on the app, navigate to the bottom of your ‘Next delivery’ list and tap ‘Pause deliveries’. Choose a start and end date, then tap ‘Confirm pause’.

If you want to change or stop a pause that you have set for your next delivery, just tap ‘Unpause now’. If the pause is scheduled to start on a future date, tap ‘Edit pause’ at the bottom of your ‘Next delivery’ list.

If you order any of our set boxes, there is no minimum spend. If you prefer to build your own box, there is a minimum order of £15 (without meat).To build your own meat box, the minimum meat order is £15. Once your meat order reaches £15, you can add any number of non-meat products.

No – box contents are fixed. We plan our veg boxes over a year in advance, allowing us to minimise waste, keep prices low, and – most importantly – keep our buying commitment to the other organic farmers who help us keep our boxes full and interesting.

Although you can’t swap items, you can set up Veg Alerts in Your Account. Pick up to three fruit and veg you’d like to avoid, and we’ll let you know in your weekly order reminder email if we expect your chosen box to include them, so you can pause or swap boxes.

Occasionally we have to make a change to your box contents because of 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’ll replace it free with your next delivery. Please ring your local veg team (find their details on your account page), or call us at the farm on 01803 227 227.

When signing in, if you have forgotten your password, click on the ‘Forgotten your password?’ link, where you will be prompted to enter your email address. If you have an account with us we will send you an email with a link to reset your password. If you haven’t received an email or are still having problems logging in please contact customer services on 01803 227 227 or email help@riverford.co.uk.

Occasionally our password-reset email may be misidentified as junk mail. If it doesn't turn up in your inbox don't forget to check your junk folder.

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 veg team or calling customer services on 01803 227 227.

At the bottom of the ‘Next delivery’ section you will see a link to ‘Pause deliveries’. Simply choose the dates you want to start and finish the pause. We’ll email you five days before your orders are due to restart.

If you want to change or stop a pause that you have set for your next delivery, just select ‘Unpause now’. If the pause is scheduled to start on a future date, select ‘Edit pause’ at the bottom of your ‘Next delivery’ list.

You don’t need to be home when we deliver your box. If you need to change the delivery instructions for any reason, please give us a ring on 01803 227 227 or email help@riverford.co.uk.

To find out what to return to us for reuse, and how to dispose of the rest of your packaging responsibly, visit our Packaging page.

We deliver from quite early in the morning up until dinner time on your delivery day. To minimise food miles, our local veg teams (we never use couriers) deliver to everyone in an area on a set day once a week, calculating their routes to maximise efficiency. Delivery is often at a similar time each week – traffic and weather permitting!

You don’t need to be at home – more than 70% of our customers are out when we deliver. Just let your local veg team know where you’d like them to leave your box if you’re not in. We’re used to all sorts of requests. This could be anything from leaving your box with a neighbour or in a shed/garage, to tucking it under a hedge, behind a dustbin or under upturned recycling boxes. Our insulated packaging will keep chilled items like meat and dairy cool until you get home.

We very rarely miss a delivery, so don’t panic if it’s a bit later than usual. If it’s very late, please ring your local veg team (find their details on your account page), or call us at the farm on 01803 227 227. We’ll find out what has happened and try to put it right.

We work hard to bring you outstanding produce – but fresh organic fruit and veg aren’t always perfect. We try to catch any problems early, but if something slips through, please don’t suffer in silence. Let us know so we can put it right and make sure it doesn’t happen again. Please ring your local veg team (find their details on your account page), or call us at the farm on 01803 227 227.

We post box contents on the website every Friday. We also email every week telling you what’s on the way, so you can check whether you’d like to stick with your chosen box, swap to another, or add any extras. We try very hard to stick to the planned contents, but the unpredictability of nature means that we must occasionally make last-minute changes. You can always find the latest box contents here.

All you need is salt and pepper, oil for frying and roasting (e.g. sunflower), olive oil for dressing, and occasionally a splash of milk. You’ll also need basic kitchen equipment: a range of pans, chopping board, sharp knife, veg peeler, wooden spoon and tongs/spatula. If a recipe calls for something else, we’ll list it on the website and the recipe card. We assume you have a 4-ring hob, oven and grill.

Almost everything has a minimum of 5 days’ shelf life, but it depends on the product and how we've packaged it. Everything comes labelled with a use-by date for you to follow. We also recommend you freeze any meat you won’t be eating within a couple of days, especially mince, sausages, and burgers. It will stay very tender and flavourful after defrosting.

Payment will be taken automatically using the payment info you set up online. For your first order, payment is taken immediately. After your first order, we take payment for each order the day before it’s delivered. We’ll send you a receipt by email when any payment is taken.

To update your payment information, please go to your account or give us a ring on 01803 227 227.

We will email your receipt to you on the morning of your delivery. Your receipt may arrive before your delivery. If you have any questions or concerns, please get in touch with us on 01803 227 227 or email help@riverford.co.uk.

Everything we grow, make and sell is organic, except our wild fish.

Wild-caught fish can’t be certified as organic, because the conditions under which it’s grown can’t be controlled (it’s the sea!). The only certified organic fish is farmed fish, which is reared in enclosed environments.

All our wild fish is line caught. Line-caught fishing is both low impact and selective; there is no damage to the seabed, and by-catch of unwanted species is very rare. As we don’t use nets, there is no risk of lost ‘ghost’ nets which entangle and kill marine life on reefs and in the open sea.

All our eggs are Soil Association accredited organic. We decided years ago that the welfare standards of some other organic certifications were unacceptable (for example, flock sizes were too large, or debeaking was still permitted). Soil Association organic hens are never mutilated, are kept in small flocks, and have constant daytime access to clean organic pasture. Their diet is all organic and natural; they are never fed fishmeal or artificial yolk colourants. From time to time, a producer may feed their hens organic vitamins, derived from organic fruit. The Soil Association certifies this practice.

Organic eggs aren’t usually Red Lion approved. The Red Lion stamp - which isn’t a legal requirement - verifies that a flock has been vaccinated against salmonella. Blanket vaccinations are usually necessary in non-organic flocks; high stocking densities and poor hygiene conditions make the birds more vulnerable to infections. Organic farmers keep their flocks in exemplary conditions, preventing the underlying factors that lead to infection in the first place. Blanket vaccinations aren’t permitted; instead, organic farmers routinely test their flocks for salmonella, and if any is found, individual hens are isolated and treated. Our suppliers would tell us if they thought they had an infection in their flock.

We never air freight any produce. As much of our range as can be is homegrown (around 80% of our veg in an average year). When we do import, it's mostly from growers in France and Spain. The carbon impact of importing naturally grown ingredients by road and sea can be significantly lower than growing using artificial heat in this country. Learn more at Making Riverford Sustainable.