Frequently Asked Questions


How do I place an order with The Paddock?

Visit our Online Order Platform on OOOOBY - follow the link & place your order. Here you will be able to see the full range of products on offer from The Paddock, create an online account, manage your orders and the frequency of your order, provide automatic payment information and more!

 

I've submitted an order but have not received a confirmation email? 

You will not receive a confirmation email on our new system - you can log into your dashboard on Ooooby once you have set up an account to check your order and delivery day. 

 

When do I need to submit my order?

Please submit your order to us by 6pm Friday evening in order to receive your veg by the following Thursday evening depending upon your area. Orders on bank holiday weekends must be still be placed by the same deadline if you would like to receive a delivery the following week. 

 

Why must I order by a 6pm Friday?

Non of us want waste, that's why we try to be as flexible as possible but we work to a pre-order system so we can avoid any waste too. Having orders by a Friday means we are only buying in what we know we can sell, and as such our waste for a week rarely comes to one small box of compost per week, something we are really proud of!

 

Help! I’ve submitted an order but I need to cancel!

You have until 6pm Friday evening prior to delivery to cancel your order without being charged. The same applies for regular standing orders. This can be done by logging into your Ooooby account or by emailing orders@thepaddock.org.uk

 

When will I receive my order?

Veg boxes will be delivered on either a Tuesday, Wednesday or Thursday  depending upon where you live. You can also check your delivery day by logging into your Ooooby account.  

 

Can I chose a time and day to receive my order?

No. Unfortunately we do not have the capacity to offer customers the choice of day or time to receive their order. Delivery days are allocated to the same areas at roughly the same time each week. 

 

What if I won’t be in to receive my order?

That’s not a problem, we can organise a safe and convenient place to leave your order in the event you won’t be in!

 

I don't have a safe place for my order, or I live in a shared access building. 

We have a lot of customers who live in flats or shared access buildings, and they trust us with the code to access their building or provide a key so the box is not left out on the street. 

 

How do I pay for my order?

Payment will be taken automatically using the payment (card) details provided when you place your order via the Ooooby platform. This will be done by a third party secure system automatically and payment will be deducted from your account on a Monday or Tuesday before delivery. 

 

I want to order the same box each week; do I need to submit an order form each week?

No. If you would like your order to be the same each week or fortnight you only need to submit an order once. This can be organised via the Ooooby platform when you place your order by selecting your desired frequency. 

We use our mailing list to keep in touch with you regarding delivery updates and regular orders. 

If you wish to change, cancel or amend a regular order, please do so by 6pm Friday evening before delivery is due by logging into your account on the Oooby platform

 

When will I know what is in my box?

Box contents lists will be published via the Ooooby platform

This is updated weekly. Please note, the lists are a guide only and may be subject to change depending upon product quality and availability. You can view the list for your box on your dashboard or by vising the Boxes Page of our online shop. 

  

Do I choose what goes in my box? 

Not if you choose a set price box but you do have the option to create your own box via the Ooooby platform. 

 

I have an allergy or I don't eat a certain fruit/veg, can this be left out of the box?

Yes, within reason we can swap items for similar value fruit and veg. Please make a note of any allergies or preferences when placing your order by emailing orders@thepaddock.org.uk. We will make sure this information is allocated to your account.  

 

Will the contents of the box be the same each week?

No. We aim to provide a seasonal fruit/veg box, hence the contents of the box will vary from week to week, however some weeks the contents may be very similar. The price and number of items in the box will remain the same. We will always try to include some staples such as potatoes, onions and carrots in most boxes. If you have any special requests, please let us know when you submit your order. For a description of each box and what you are likely to find, please visit the Boxes Page of our Online Shop. 

 

Do I have to make a weekly commitment?

No, you can choose one off, weekly or fortnightly options. Alternatively you may order as and when you wish to receive a box, provided the order is received by 6pm on the Friday before delivery via the Ooooby platform.

 

What if I don’t want a box or I want to make up my own box or add something to my box?

No problem, head over to the Ooooby platform, create an account and from there you can manage your box, add extras or cancel a box. Unfortunately we are unable to deliver meat, dairy, bread, cheese, honey, jams and chutneys alone, they must be combined with an order for fruit and/or veg which totals at least £12.50 if you live within 5 miles of The Paddock, Newcastle, Gateshead or the Tyne Valley. The minimum order spend may be higher for other areas, please see the information below with regards to delivery areas. 

 

I would like a certain fruit or veg that is not on the list, can I buy it from you?

If you have a special request, please contact us and we will try our best to accommodate you!

 

Can I have a fruit box?

Yes, we offer a set price fruit box available to order via the Ooooby platform. We do offer fruit deliveries to offices and workplaces, please contact us for more info and to discuss your requirements. 

 

Where do you deliver?

You can see a map of our current delivery areas available by following the link to our Online Order System. 

We currently deliver to the following areas; provided a minimum spend on fruit/veg of £12.50 has been met (this excludes additional products such as household, dairy and honey for example):

 

High Spen, Greenside, Ryton, Crawcrook, Coalburns, Clara Vale, Chopwell, Blackhall Mill, Rowlands Gill, Highfield, Ovingham, Ovington, Wylam, Stocksfield, Mickley, Prudhoe, Horsley, Blaydon, Winlaton, Winlaton Mill, Hamsterley, Hamsterley Mill, Shotley Bridge, Leadgate, Consett, Castleside, Tow Law, Lanchester (£2.50 delivery charge/£15 minimum spend) and Langley Park (£2.50 delivery charge/£15 minimum spend), Chester Le Street (£2.50 delivery charge/£15 minimum spend), Beamish, Burnopfield, Whickham, Sunniside, Marley Hill, Heddon on the Wall, Throckley, Newburn, Lemington. We deliver to some areas of Northumberland including: The Tyne Valley, Riding Mill, Corbridge, Hexham, Haydon Bridge (£2.50 delivery charge), Allendale and Allenheads and areas between Hexham and Allenheads. We deliver to all of Gateshead Central and surrounding areas including Felling, Low Fell, Birtley, Kibblesworth, Heworth (£2.50 delivery charge), Pelaw (£2.50 delivery charge), Hebburn (£2.50 delivery charge), Jarrow (£2.50 delivery charge/£15 minimum spend) and Washington (£2.50 delivery charge/£15 minimum spend) and all of Newcastle Central including Gosforth and Jesmond, Heaton, High Heaton, Wallsend, Forest Hall, Westerhope, Killingworth, Shiremoor, Dinnington and Backworth.

 

We deliver to Weardale including Stanhope and surrounding villages on a minimum order spend of £15 and a £2.50 delivery charge. We can deliver to Ponteland on a minimum order spend of £15 and a £2.50 delivery charge. 

 

Please contact us if you live outside of the immediate delivery area or you don't see your area on the list to discuss options! In order to make the deliveries as cost effective as possible for us, and keep delivery charges to a minimum, we may ask for an increased minimum order spend if your area is outside of our immediate delivery area. 

 

I live outside of the delivery areas but I would still like to buy from you! Can I collect?

Yes, you can reserve a collection slot via our Click & Collect service and pre-order via our ONLINE SHOP. During normal opening hours, you are welcome to visit our Farm Shop located at 7-9 Ramsay Street, High Spen, Tyne & Wear, NE39 2EL. 

 

Do you have Collection Points? 

You can pre-order a set price fruit/veg box via our website or with one of our drop off points directly for one off, weekly or fortnightly collection from one of the following points - PLEASE CONFIRM COLLECTION INFO/TIMES WITH THE DROP OFF POINTS DIRECTLY:

 

Buy the Kilo, Tynemouth - Order online via our website. Collection from 2-6pm on a Thursday, all day Friday. 

Something Good, Jesmond - Order online via our website. Collection on a Thursday between 3-5pm, all day Friday. 

109 General Store, Heaton - Order online via our website. Collection on a Thursday between 3-6pm, all day Friday. 

The Weigh to Shop, Durham - Order online via our website. Collection from 4-6pm on a Tuesday. 

 

Order via the Ooooby Platform and notify us you would like your box to be delivered to a drop off point.

Opening hours can be confirmed with the drop off points directly, by checking their website or social media.  

Payment is taken automatically on placing your order (usually deducted from your account Monday/Tuesday before delivery). 

 

Please note: we cannot offer delivery of refrigerated items such as dairy or meat to our collection points due to a lack of refrigeration at these points. Collection from our drop off points is available on fruit, veg, eggs, honey and other non refrigerated items only. 

 

Is there a delivery charge?

Delivery is free within areas which fall within 5 miles of The Paddock, on all orders which include fruit and/or veg with a minimum spend of £12.50. This includes orders for delivery to Newcastle, Gateshead and the Tyne Valley. Some areas require a minimum spend of £15 and a £2.50 delivery charge. Please see the information above with regards to which areas incur a delivery charge.

 

Delivery is free to our collection points. 

 

Do you deliver every week of the year? 

Our delivery service runs weekly year round excluding holidays, Christmas & New Year break - dates for which will be posted on our website ahead of time. 

 

Do you offer postage on items? 

No, we do not offer postage on any of our produce.  

 

Do you ship nationally or internationally?

No, we do not offer national or international shipping on any of our produce. 

 

I only want to buy eggs, will you deliver these for free?

No, unfortunately this is not a viable option for us but you can collect your eggs from our farm shop

 

Should I recycle my egg boxes and other packaging?

Yes, we will pick them up the following week.

 

What do I do with my wooden, cardboard or plastic crate that my veg comes in?

If we leave the wooden, cardboard or plastic crate with you, please return it the following week. We would encourage you to leave a reusable shopping bag or clip top storage box in your safe place for us to decant your veg box into so we can take the delivery box away with us to reuse. Our boxes are really important to us and we do rely on their safe return in order to be able to run the delivery service and keep costs as low as possible.

 

Where are the eggs from?

The eggs are from Laura’s Layers, our lovely free range chickens at The Paddock and local, small scale, free-range chicken keepers with whom we work, know and trust. 

 

Where is the veg from?

All veg is sourced as locally and organically as possible if it has not been grown here at The Paddock. Where veg is supplied at The Paddock, we pick it on the day before or on the day of delivery. Where veg is ordered in, we aim to get it to you within the shortest possible time frame. All fruit/veg lists the country of origin at the point of sale. We work with a range of community farms across the region, as well as one main organic family run farm based in North Yorkshire and a selection of independent, organic farms from across the UK. We aim to pay all of the farms we work with at least 50% of the retail price of our fruit & veg.  

 

Is the list of veg the same each week?

No. We aim to provide seasonal fruit and veg, hence the list of availability will vary from week to week as will the prices for the individually priced items.

 

What if I receive fresh produce I am unhappy with?

All of our produce is fresh and we aim to deliver to you within the shortest time frame possible, however, should you receive something you are not happy with, please contact Laura or Mike and we will do our very best to sort it out for you!

 

What about milk, bread, meat, dairy, jams, chutneys, honey, cheese and other local produce - where do they come from and will you deliver these alone?

Everything is locally sourced, organic wherever possible and handmade. Please see the relevant supplier and product information pages for info on where and how everything is produced. We are always looking to link up with other local producers to bring quality produce to you door, if you are a local producer and would be interested in having The Paddock as a stockist please do not hesitate to get in touch. Unfortunately, we are unable to offer a free delivery service on these products alone, they must be ordered in combination with fruit and/or veg in order to qualify for free delivery. The minimum spend on fruit/veg for most areas is £12.50, please see more detailed info on delivery areas above. Collection is available from our farm shop if this is all you require. 

 

Due to the artisan, small scale nature of the producers we work with, please note, we may not hold stock of everything listed on our website all of the time. You will be notified after placing the order if something is unavailable. 

 

Will you deliver household products, natural body care and refills alone?

Unfortunately, we are unable to offer a free delivery service on these products alone, they must be ordered in combination with fruit and/or veg. Collection is available from our farm shop if this is all you require. The minimum spend on fruit/veg for most areas is £12.50, please see more detailed info on delivery areas above. 

 

How can I contact The Paddock?

Please do not hesitate to contact us should you have any questions. You can contact Laura and Mike on the following:

By phone: 0746 290 9238

By email: laura@thepaddock.org.uk or info@thepaddock.org.uk or orders@thepaddock.org.uk for order enquiries

You can also like our Facebook page to keep up to date with our progress. Or Follow us on

Twitter and Instagram

 

Our normal office hours are:

Monday, Tuesday, Wednesday & Thursday 9am-5pm
During which time we will monitor our emails and aim to reply as soon as possible. 

During busy periods, there may be a slight delay in replying to emails. Please feel free to call us on 07462909238 if your enquiry is urgent. 

We do not monitor email on a Friday, Saturday or Sunday. 

 

Thank you for your support!