Frequently Asked Questions

We grow as much as we can on our smallholding and source the rest as locally as possible from trusted farms and suppliers. We also work with farms and market gardens from across the UK & when necessary buy imported produce from the continent (predominantly Spain), or further afield for produce which cannot be grown within the UK. Our produce is never air freighted. The majority of what we buy in is certified organic, or at the very least comes from farms prioritising sustainable agriculture. We do not hold organic certification for The Paddock Smallholding, however everything is grown free from pesticides and artificial fertilisers using organic, no dig methods.

Order by 11pm Sunday.

If you order any of our set price boxes there is no minimum spend. If you prefer creating a more bespoke order by building your own box there is a minimum order of £25. All orders are subject to an additional £3 delivery fee.

We deliver weekly on a Thursday & Friday. Unfortunately we do not offer the option for customer's to choose their deliovery day, these are automatically assigned depending upon your area & will be displayed in your basket when you place your order.

Free collection is available weekly on a Thursday from The Paddock Packing Room in North Broomhill (NE65) between 1pm & 6pm and The Paddock Smallholding near Prudhoe (NE42) on a Friday afternoon between 12 & 2pm.

Sometimes we may make changes to the planned box contents due to quality or supply issues. You can check your contents of your confirmed order in 'previous orders', if we have made a swap it will be detailed here.

Occasionally an individual item that you have in your order may become unavailable. If this happens we will let you know by including a note with the order to say the item won't be delivered. We will refund the cost of the item either as credit to your account or refund it directly back onto your card. If credit has been applied this will automatically go towards your next order, you don't need to do anything.

If you think there is an issue that we have missed, don't hesitate to get in contact with us within 48 hours of delivery by email to [email protected]

No, you can order as often or as little as you like, as long as you order a set price box OR if you create your own box, it meets our minimum spend of £25

• £3 delivery fee for delivery.

We try to keep our packaging minimal, practical, and as eco-friendly as possible. Here’s how you can help us reuse or recycle it:

Paper Bags, Punnets & Cardboard Boxes – Please return them with your driver on the following delivery if they’re still clean and intact. If not, these can be recycled at home.
Egg Boxes & Glass Bottles – We welcome clean returns of egg boxes. Juice bottles & glass jars can go in your recycling bin.
Produce bags – these can be reused for storing produce, once finished with they should go in your general waste bin.
Ice Packs - Any ice packs left with your delivery must be returned the following week for reuse.

No, you don't need to be in when we deliver. We kindly ask you leave us 'delivery instructions' in your customer account, letting us know a safe place to leave your order.

Boxes will be left on your doorstep if no safe place is nominated. If no safe place has been nominated, boxes are left at your own risk. We are happy to transfer your order into a plastic clip top storage box if provided to keep it safe & dry!

If you require your veg box to be covered in the event it is raining, it is your responsibility to provide adequate delivery instructions & cover for your box. Our drivers will do their best to ensure your box is left according to delivery instructions & kept as dry as possible, however we cannot guarantee your box will always be dry if we have to leave it on your doorstep.

If you require chilled goods to be left in a cool box, it is your responsibility to notify us of this and provide a cool box. Chilled goods will not be refrigerated once they leave our van, we may leave an ice pack in the box with certain deliveries, these must be returned for reuse.

Your order will automatically checkout at the order deadline of 11pm Sunday provided you have added payment details & address details to your account. You do not need to checkout your order or press confirm.

Anything added to your basket is confirmed for delivery subject to product availability.

When creating an account with us - before you can confirm your order your payment details need to be added to your account for us to take payment. Your payment will be taken when your order deadline passes at 11pm Sunday. Payments process automatically at this time. Anything saved in your basket is confirmed subject to availability & will be charged.

If your bank issues a replacement card, you will need to log in & update your card details under the 'Payment Methods' section of your account.

Read our full order Terms & Conditons.

You can find our privacy policy & information on how we use your data here : Privacy Policy.

Your order will automatically checkout at the order deadline of 11pm Sunday provided you have added payment details & address details to your account. You do not need to checkout your order or press confirm.

Anything added to your basket is confirmed for delivery subject to product availability.

Your next delivery will be displayed in your customer basket, here you can alter the items that are already in your basket. You can click on the 'Edit' (pencil and pad) icon next to a product to change or remove that item. You can add to your next order by going to the item you want to add, click 'add to basket' and then select 'Just once' as the frequency - this will add the item just to the next delivery.

Prior to your order deadline for your next order - all of the items and box contents will be listed in your customer basket. You will also receive an order deadline reminder email which will detail what's coming in your order prior to your order deadline of 11pm Sunday.

Once your order is confirmed you will receive a confirmation email listing the items coming in your order. Above your 'Next delivery' delivery basket will also be a summary of your order for the current week, this will be viewable until your order has been delivered.

Yes and we encourage you to do so! You can make a number of swaps on a veg box product (depending on the product). The number of swaps available will be listed on the customer basket next to the veg box product.

To make a swap click on the 'arrows' next to the item you don't want and then select from the list available. Some items may incur an extra fee that will be added to your order.

Yes, you can build a list of preferences in 'dislikes' in your customer account menu. Here you can click the thumbs up or down in the list to save your preferences. This means we will automatically swap out any disliked item for an alternative prior to your delivery. The swaps made here count towards the total swap limit on your veg box. You will be able to see the swaps that have been made in your basket prior to your delivery - you can change the swapped item for something you prefer if you wish.

If the total number of dislikes in your box exceeds the 'swap' total of the veg box, then any additional items won't be automatically swapped out. We will swap these items at our discretion after the order has been confirmed.

To cancel a recurring item for one week only, click 'edit' on the product in your basket and then move the next order date along to when you want it to restart, then click 'save changes'. If you want to completely remove the item click 'remove'.

To cancel your orders for a particular week select 'pause deliveries' in your basket and apply a holiday cancellation. This must be done prior to your order deadline (Sunday 11pm). If you no longer want to receive deliveries at all you can remove all items from your basket by clicking 'edit' on the products and selecting 'remove'. You may also need to remove items from the 'future and pre-orders' basket at the bottom. Repeat the same process to remove all items from your basket.

We'd be really sorry to see you go. If there is anything we can do to help - don't hesitate to get in contact with us at [email protected].

Your customer basket will let you know how long you have to make changes to your order, counting down from days to hours. This is located near the top of the basket.

Every time you add an item to your order, the box will provide options for the frequency of the delivery for that product. This depends on the availability of the item. To create a recurring order for the item you can select either 'weekly', 'every 2 weeks', 'every 3 weeks' or 'every 4 weeks' and then you can pick a start date that the order for that product will start from.

To cancel the regular items in your order you click 'edit' on the product and then click 'remove', this will delete it from your customer basket. Some items may also be in your 'future and pre orders' basket if they are not due in your next order, repeat the process as mentioned for those items.

If you just want to pause for one week you can book a holiday in the 'holidays' page in your customer account area.

You can book a holiday to pause your next order by clicking on 'pause deliveries' in your basket or navigating to the 'holidays' page. If you have a fortnightly recurring product in your basket, the item will restart on your normal fortnightly schedule. If you want to restart on a different week you can change the 'next delivery' date on the product by clicking 'edit' and moving to the date of your choosing.

Yes, you can add two different boxes both with the frequency 'every 2 weeks'. To ensure they are alternating you need to select a different 'from' date on each product. This will ensure the items come on alternate fortnightly weeks.

If you want to receive a different box for one week only, click 'edit' on your recurring item in your basket and move to a future week. Then add a new box to your basket as a one off to your next order.

You can stop receiving orders from us by emptying your basket of all the products. If you're moving away and want to deactivate your account with us please contact us on [email protected]. We can remove all of your personal data from our system.

We'd be really sorry to see you go. If there is anything we can do to help - don't hesitate to get in contact with us at [email protected].

You can pause your delivery in the 'Holidays' section of your account. This can be accessed either through the 'pause deliveries' link located in your basket or through 'Holidays' in the account menu. Here you can select the date range you will be on holiday to automatically skip your orders between those dates. You can pause your order up until the order deadline stated on your basket.

Pausing a delivery won't affect your delivery schedule, it will simply cancel any orders from being delivered on and between the dates you choose. Your deliveries will resume as normal when the holiday period has ended.

You can cancel a holiday booking by navigating to 'holidays' in your customer account. You can then change the holiday booking by editing the holiday and selecting a different range of dates or to remove the holiday click on the 'delete' icon and then select 'delete' to confirm the removal.

When you pause a fortnightly order, it will automatically restart on your normal fortnightly schedule. If you have paused for one week only, it will restart in 2 weeks from the holiday. If you want to restart at a different date you can change the 'from date' on the recurring product to restart on a week that suits you.

If you are having trouble signing in and you have forgotten your password, click on 'sign in' and then click on the 'forgotten password?' link below the sign in fields. Enter your email address and then hit 'submit'. You will then receive an email with a link to reset your password.

Occasionally the password-reset email may be wrongly identified as junk mail. Please check your junk mail folder. If you haven't received anything don't hesitate to get in contact with us at [email protected] and we would be happy to help.

To logout click on the 'person' icon in the top right which will open your customer account menu. Click 'log out' at the bottom.

If you're moving house or want to have your box delivered to a different address temporarily, you can change your address in the 'address' area of your customer account. Click on the 'change address' button and then either search for your address using the first line of your address (not postcode) or create it manually using the link below the address search bar. Click 'Save delivery address' to update to the new address.

You can only update your address for your next delivery before your normal order deadline (Sunday 11pm). If you need to change your address after your order has been confirmed please contact a member of the team at [email protected].

If you have changed your delivery address temporarily, remember to change it back to your permanent address before your normal order deadline (Sunday 11pm).

You can update your delivery instructions by navigating to 'address' in your customer account. Select 'change your delivery instructions' then enter the details into the field above. Click 'save changes' to confirm the update.

You can stop receiving orders from us by emptying your basket of all the products. If you're moving away and want to deactivate your account with us please contact us on [email protected]. We can remove all of your personal data from our system.

We'd be really sorry to see you go. If there is anything we can do to help - don't hesitate to get in contact with us at [email protected].

Sometimes we may make changes to the planned box contents due to quality or supply issues. You can check your contents of your confirmed order in 'previous orders', if we have made a swap it will be detailed here.

Occasionally an individual item that you have in your order may become unavailable. If this happens we will let you know by including a note with the order to say the item won't be delivered. We will refund the cost of the item either as credit to your account or refund it directly back onto your card. If credit has been applied this will automatically go towards your next order, you don't need to do anything.

If you think there is an issue that we have missed, don't hesitate to get in contact with us within 48 hours of delivery by email to [email protected]

If there are any urgent issues with your delivery don't hesitate to get in contact with us at [email protected]
If you believe we have made a mistake, or you find there is a quality issues with your delivery, please email us within 48 hours of the delivery being made to [email protected]. Please provide photo evidence where possible.

Occasionally items may become unavailable and we have to make some last minute changes to the box contents. We will do our best to contact you to let you know this has happened. We will always substitute in a new item of equal value. We will adhere to any dislikes on your account.

We may replace items in set price boxes without prior warning, due to product quality and availability. Please check your online account for updates to veg box contents. This can be found in 'Previous Orders' after checkout.

Yes, we charge a £3 set delivery fee for all areas.

We deliver weekly on a Thursday & Friday. Unfortunately we do not offer the option for customer's to choose their deliovery day, these are automatically assigned depending upon your area & will be displayed in your basket when you place your order.

If you're moving house or want to have your box delivered to a different address temporarily, you can change your address in the 'address' area of your customer account. Click on the 'change address' button and then either search for your address using the first line of your address (not postcode) or create it manually using the link below the address search bar. Click 'Save delivery address' to update to the new address.

You can only update your address for your next delivery before your normal order deadline (Sunday 11pm). If you need to change your address after your order has been confirmed please contact a member of the team at [email protected]

If you have changed your delivery address temporarily, remember to change it back to your permanent address before your normal order deadline (Sunday 11pm).

We try to keep our packaging minimal, practical, and as eco-friendly as possible. Here’s how you can help us reuse or recycle it:

Paper Bags, Punnets & Cardboard Boxes – Please return them with your driver on the following delivery if they’re still clean and intact. If not, these can be recycled at home.
Egg Boxes & Glass Bottles – We welcome clean returns of egg boxes. Juice bottles & glass jars can go in your recycling bin.
Produce bags  – these can be reused for storing produce, once finished with they should go in your general waste bin.
Ice Packs - Any ice packs left with your delivery must be returned the following week for reuse.

No, you don't need to be in when we deliver. We kindly ask you leave us 'delivery instructions' in your customer account, letting us know a safe place to leave your order.

Boxes will be left on your doorstep if no safe place is nominated. If no safe place has been nominated, boxes are left at your own risk. We are happy to transfer your order into a plastic clip top storage box if provided to keep it safe & dry!

If you require your veg box to be covered in the event it is raining, it is your responsibility to provide adequate delivery instructions & cover for your box. Our drivers will do their best to ensure your box is left according to delivery instructions & kept as dry as possible, however we cannot guarantee your box will always be dry if we have to leave it on your doorstep.

We currently don't do timed deliveries - however when your order has been delivered you will receive an email from us confirming the delivery.

You can update your delivery instructions by navigating to 'address' in your customer account. Select 'change your delivery instructions' then enter the details into the field above. Click 'save changes' to confirm the update.

When creating an account with us - before you can confirm your order your payment details need to be added to your account for us to take payment. Your payment will be taken when your order deadline passes at 11pm Sunday. Payments process automatically at this time. Anything saved in your basket is confirmed subject to availability & will be charged.

If your bank issues a replacement card, you will need to log in & update your card details under the 'Payment Methods' section of your account.

If a payment fails, we will attempt to take payment again on Monday morning. If the payment fails for a second time, we will contact you on Monday by email. If we are not able to process a successful payment by Tuesday midday, or we have not received contact from you, your order will be cancelled.

If you wish to received your order, please make funds available and contact us to retry the payment by Tuesday midday at the latest or your order will be cancelled.

If your bank issues a replacement card, you will need to log in & update your card details under the 'Payment Methods' section of your account.

As a customer your orders can be modified at any point until 11pm on Sunday. To make changing your order straightforward, we use the encrypted stored details to take payment when your order deadline passes. If the details weren't stored, we would have to ask you for the details for payment or to refund you every time your order was updated.

To maintain the highest level of security, we never store or have visibility of your card details. Your card details are encrypted on your device before they are sent to us. This encrypted data is sent to our payment provider (Stripe) ensuring that we are never able to see your card details.

If your bank issues a replacement card, you will need to log in & update your card details under the 'Payment Methods' section of your account.

Our payment provider Stripe gives us a ‘token’ which can only be used to take payment from your card to our bank account.

If your bank issues a replacement card, you will need to log in & update your card details under the 'Payment Methods' section of your account.

You will receive an order confirmation email from us when your order deadline passes. This will list all of the items in your order and the total order value. You can also see your order summary in 'previous orders' in your customer account menu.

Please contact us if you want to arrange for an alternative way of paying at [email protected]

You can find our privacy policy & information on how we use your data here : Privacy Policy.

All information you provide to us is stored on secure servers, except your payment card information. To maintain the highest level of security, we never store or have visibility of your card details. These are stored by a third party payment provider, Stripe & are fully encrypted. Please see the Payments frequent questions for more information on the use of payment cards.

Sometimes we share your data with third parties to fulfil our service.

To fulfil deliveries, we share names, addresses and phone numbers with our packing & delivery partners Bud Couriers & AAXpress.

For the purposes of communications and email marketing, we use Email Octopus. We will automatically sign you up to our newsletter when you sign up to our website, this is important to share updates on our service, such as changes to delivery schedules, week's when we may not deliver, price increases & other important information. If you do not wish to receive these updates, you can unsubscribe anytime using the link at the bottom of our newsletter emails. Please bare in mind, if you unsubscribe, you may not receive vital updates about your delivery & scheduled orders.

We use Facebook, Instagram and Twitter to show you information about our products.

Please click on the above links for more information on how these third parties control your data and the use of ads on their platforms.
We only share information with a third party that is required to perform the specified service specified. It is important to us to ensure your privacy is respected. If we stop using a third party, data will be deleted or made anonymous.

Yes, please contact us [email protected] if you would like us to deactivate your account and remove your details from our system.