Frequently Asked Questions


How do I place an order with The Paddock?

Please use the links on the left hand side to navigate around the website. Select your items from the relevant drop down menus and add the items to the cart, where you have the option to increase the quantity if you wish. Once you have added everything to your cart, check out and submit the order. There is no need to pay when you place the order as payment is taken upon delivery. However, if you wish to pay by bank transfer, please contact Laura or Mike for the bank details by emailing info@thepaddock.org.uk. Once you have placed your order, you will receive a confirmation email. Laura will then be in touch to confirm delivery. Orders received by Sunday evening will be delivered on the following Wednesday or Thursday depending upon your area. Alternatively, you can now pop into The Paddock Farm Shop at 7-9 Ramsay Street, High Spen, NE39 2EL and place an order or collect a pre-order. 

 

When do I need to submit my order?

Please submit your order to us by Sunday evening in order to receive your veg by the following Thursday evening. Orders on bank holiday weekends must be still be placed by the end of the Sunday before you would like to receive the delivery. 

 

Why must I order by a Sunday?

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 Sunday 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!

If the order has been placed via our website, you have until 3pm Monday to cancel your order without being charged. If you have a regular order in place, please let us know if you need to change or cancel the order by the Sunday before the delivery is due. Cancellations can be made by emailing Laura@thepaddock.org.uk

 

When will I receive my order?

Veg boxes will be delivered on either a Wednesday afternoon/early evening or Thursday depending upon where you live. Laura will contact you once you have submitted your order to arrange a delivery slot.

 

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!

 

How do I pay for my order?

We don't take payment via the website when the order is placed as we like to make sure you receive a box you are happy with. You can pay cash on delivery. Alternatively, you can do a bank transfer or set up a direct debit or standing order for regular orders which must be paid into The Paddock’s bank account on the day of delivery. If you would like to use this option please contact Laura or Mike for the details by emailing info@thepaddock.org.uk. Unfortunately we cannot accept card payments over the telephone for delivery. Please respect this and ensure bank transfers are made on the day of 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, fortnight or month you only need to submit an order once. When you checkout for the first time, please state in the special instructions how regularly you would like to receive your order or email Laura after your first order laura@thepaddock.org.uk to set up your regular delivery.

 

When will I know what is in my box?

You will be able to see what will be in your box on a Wednesday or Thursday from a Tuesday afternoon. Please check out the section on the left "What's in my box this week?" This is updated weekly. Please note, the lists are a guide only and may be subject to change depending upon product quality and availability.

 

Why can I not see what is in my box when I order on a Sunday? 

Unfortunately we can't update the contents list until we know of availability and sometimes this is as late as Tuesday lunch time, and even then its subject to change. The veg boxes sort of work around the idea that you don't necessarily know what's coming when you order as it's all subject to seasonal availability, but we are happy for you to email in if there is something you don't want in your box, or include this in the special instructions part of the checkout form. This is explained at the top of the veg box page.

 

Do I choose what goes in my box?

Not if you choose a set price box but you do have the option to make up your own box from our list of individually priced fruit and veg.

 

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 form. For a description of each box and what you are likely to find, please visit the Fresh Veg, Salad and Veg Box page or the Fresh Fruit page. 

 

Do I have to make a weekly commitment?

No, you can choose one off, weekly, fortnightly or monthly options. Alternatively you may order as and when you wish to receive a box, provided the order is received by the Sunday before delivery.

 

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

That’s fine, you can choose from our list of individually priced veg to create your own box by clicking the link "Fresh Veg, Salad and Veg Boxes"  or "Fresh Fruit" and choosing from the drop down list of individually priced fruit or veg. Using the links on the left hand side you can navigate through all of the products on offer and add them to your order. 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 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 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, please see the link on the left hand side entitled "Fresh Fruit" to order a set price fruit box. We do offer fruit deliveries to offices and workplaces, please contact us for more info and to discuss your requirements. 

 

Where do you deliver?

We currently deliver to the following areas; provided a minimum spend on fruit/veg of £12 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, Hebburn, 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?

Please contact us to see what we can do about incorporating you into the delivery service. We can deliver to your workplace for free if that falls into our delivery radius around The Paddock on orders with a minimum spend of £12 of fruit and/or veg. Alternatively, you can pre-order via the website and collect from our farm shop at 7-9 Ramsay Street, High Spen, Tyne and Wear, NE39 2EL. 

 

Do you have Collection Points? 

You can pre-order a set price fruit/veg box for weekly collection from the following points:

 

Buy the Kilo, Tynemouth: Friday Collection between 1-4.30pm/Saturday Collection between 10am-2pm

Something Good, Jesmond - Friday afternoon after 3pm (please contact the store directly to arrange your order and to confirm opening hours)

109 General Store, Heaton - Friday afternoon after 3pm

Please state during the checkout process if you wish to collect from one of the above collection points. Opening hours can be confirmed with the drop off points directly, by checking their website or social media.  

 

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. Orders which fall outside of the 5 mile radius (Newcastle, Gateshead and the Tyne Valley for example) require a minimum spend of £12 in order to qualify for free delivery. 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 offer postage on items? 

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

 

Do you ship internationally?

No, we do not offer 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. 

 

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 on the website. We work with a range of community farms across the region, as well as one main organic family run farm based in North Yorkshire. 

 

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 pages for info on where 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 and eggs in order to qualify for free delivery. The minimum spend on fruit/veg for most areas is £12, 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 and eggs in order to qualify for free delivery. Collection is available from our shop if this is all you require. The minimum spend on fruit/veg for most areas is £12, 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

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