Frequently Asked Questions

If there is anything you are not clear about, please do contact us and, as well as helping you, we will include it here to help others.

  • Do Shillingford Organics deliver in my area?

We are based in Exeter - please use the delivery lookup feature that will appear when you press the new customer signup button to find out if we deliver to your postcode. If you live outside our delivery area, consider whether we could deliver to your workplace instead. Maybe you know someone who might be willing to act as a drop-off point or there may be an existing host we could add you to.  If your postcode is rejected by our delivery lookup and neither of the above two options work for you please contact us

NB: Sometimes a postcode may let you register for our online shop but you may still be outside our delivery area. We will try to identify when this happens and contact you as soon as possible to consider another option. We know this can be very disappointing but it is very much about the postcodes and locations, which we do not have control over. 

Payments are taken in arrears due to the processing time involved (usually around 5 days after an order), payment is never taken when there is credit on the account and never when your account has a zero balance. 

  • Why must I not cancel the GoCardless Mandate I am asked to set up during the registration?

Please do not cancel your GoCardless Mandate before outstanding payment have cleared, payments are currently not being taken until the week following delivery. Your account will display a zero balance because payment requests go to a pending folder on our system until the funds are taken from your bank. Please contact us for further information if you are unsure. 

  • What can I do if I forget my password?

Click Log in next to Existing Customer in the top right of the page header. Enter your email address* and click Forgotten your password? Click here. A temporary password will be sent to you (please check your spam/junk folder), it is important you change this to one more familiar to you. (*If you already have an account with us, the email you signed up with will still be valid) 

  • Do I have to order a vegetable box?

No, you can create your own order as long as you reach the minimum spend per order (currently £9)

  • Do I have to place an order every week?

No, you can order as and when you choose as long as it is before the deadline

  • How does Likes / Dislikes work?

We want our customers to get what they like in their boxes or more to the point we don't want to give you something you don't like! The system is intelligent in that it will compare your Likes / Dislikes to the Box Contents for the order week and will only publish on your label your preferences according to those contents. For any items NOT REQUIRED weekly, fortnightly or for any other frequency you MUST add them to the Dislikes, this is because the Likes part of the system does not deal with frequencies. For example: if you only want Potatoes in your box Fortnightly put them in the Dislikes section and select frequency. 

  • Can Shillingford Organics deliver my order even if I am not in?

Yes – do let us know of any delivery instructions, this could be where to leave your box if you are not at home.

  • Why do I have to order in advance from Shillingford Organics?

We need time to plan and harvest the vegetables, we also need to place orders with our other suppliers.

  • Are the organic vegetables grown at Shillingford Organics?

We put our own produce in the boxes, so you get the freshest, most local food possible! However, from time to time we may need to buy in from other organic suppliers because of shortages.

  • What happens if I receive some bad veg?

Our packers take great care to ensure you receive quality produce but if you receive anything you feel is below standard please contact us so we can put it right.

  • What happens when I am on holiday?

You can suspend your orders for forthcoming weeks by logging in to your account online and suspending the relevant orders, alternatively contact us if you need any help or want us to apply the changes for you.  

  • What happens if I want to change the size of my box (for example) for one week only but I would like to keep my regular order for other weeks?

(This could be something you may wish to do during holiday times such as Christmas, Easter etc, some customers like to increase their box size)
If you have a regular order you will need to suspend the week/s you wish to change your box size, once you have done this go to the SHOP and add items to your basket. Go back to your account and check your order summary.  

  • What is the deadline for orders in the same week?

The deadline for orders delivered on Tuesday is Saturday, 10pm for orders delivered on Thursday or Friday is Tuesday 1pm. Once the deadline has passed you will no longer be able to modify your order. In 'exceptional circumstances' you may be able to have your order modified after the deadline but this is at the discretion of the Company (Shillngford Organics). 

  • Will I be charged if I cancel my order after the deadline?

We will not charge for late cancellations if orders consist of products that are not pre-ordered, however, you will be liable for the cost of pre-ordered products, which include 'dairy items' and any other products we are unable to use.

  • Why can't I change my address details on the new website?

As we limit the area we deliver in you will need to request any change of address  this is so we can check to see if it still falls within our delivery area. Please DO NOT re-regsiter, just contact us and we will advise you. If you know you are going to be moving it may be a good idea to contact us as soon as you know your new address, that way we can check in advance for you. 

GDPR (General Data Protection Regulation) 
This new regulation comes into force on 25th May 2018. We have introduced a new Newsletter Emailing LIst (to ensure only people who want to be on the list are on it) 

Please make sure you re-register (if you have not already)
Newsletter Emailing List Sign Up Form

We sometimes put BROCHURES or MAGAZINES in our boxes, some show a cost on the front cover but please be aware you are NEVER charged for these. Approved Companies like us to distribute them to our customers FREE of CHARGE.