User Guide
We hope you'll find our ordering system easy and simple use but if you are have any trouble having a quick look through the FAQs below. If you are new to the site you can view our full range of organic boxes and extras here.
Of course, you can always email us at mail@leighcourtfarm.org.uk and we will get back to you as soon as possible.
Please note any boxes ordered but not collected from the pick-up points come back to the farm where they can be retrieved anytime between Friday am through to Tuesday am. Here are directions to the farm.
questions about the farm and our produce
1. Does everything in my veg box come from the farm?
2. Can I choose what I have in my veg boxes? What are 'Veg Dislikes' ?
3. Why don't you do dislikes for the fruit bags?
4. Can you tell me more about Leigh Court Farm?
5. Why aren't your eggs organic?
6. Has any of the produce in my box been air-freighted?
7. Where else can I buy your organic produce?
8. What if I'm ever I'm unhappy with the quality of some of the items I receive in my box?
9. Where should I keep the contents of my box?
10. Are you certified organic?
home deliveries
1. Which areas do you deliver to and on which days?
2. What time and where will my order be delivered?
3. Is there somewhere secure we can leave your box?
4. What should I do with my empty box?
5. What is the delivery charge?
collection points
1. So you also have collection points - where, how, when, what?
2. I ordered a box for collection but didn't make it to the collection-point on time - what do I do?
using the ordering system
1. I've set up an order, now what do I do?
2. How do I change my regular box order?
4. How do I change my order on just one specific date?
5. How do I add an extra box to a future delivery date?
6. I have a fortnightly order but would like to add a box to one of my 'off' weeks
7. I want to pause my order for a while (e.g. a holiday) and choose which week to resume
8. I'd like to have different size boxes on alternate weeks
9. I only want a fruit bag with my veg box every other week
10. I need to change my address, email address, personal details or my list of vegetable dislikes
11. Orders can't be edited between Monday midnight to Friday pm for deliveries in that week
12. I need a break from veg boxes for a while!
13. Can I opt out of the weekly order reminders and newsletters?
14. When I create orders why can I only choose certain dates?
payments and accounts
1. Are my card details secure?
2. Which payment methods do you accept?
3. When will I be charged for my order?
4. I didn't get charged this week and my order wasn't processed. Why?
5. I'd like to close my farm account - how do I do this?
Answers
questions about the farm and our produce
1. Does everything in my veg box come from the farm?
During the year the majority of the vegetables in your box are grown by us. We grow a large range of crops and try to vary the contents from week to week as much as possible. Out-of-season, particularly in the late winter and spring, we supplement our boxes with produce from our suppliers in Hereford who have been working with us for 19 years. As a result, we are able to ensure you get the best quality at the best prices. The fruit and vegetables we buy in are always certified organically grown, and sourced from the UK, Europe and occasionally (in the case of fruit) from further afield.
The contents, and origin of the produce in our boxes is posted on our website every week.
2. Can I choose what I have in my veg box? What are Veg Dislikes?
To offer the best value possible, we select what is in our boxes based on what we have in the field. Obviously, you may not like to like every vegetable so you can semi customise your box by giving you the option to select up to 3 vegetables you don’t want (Veg Dislikes) which we will substitute with something else of equivalent value.
3. Why don't you do dislikes for the fruit bags?
Unfortunately, we can’t offer this option on fruit as we grow very little ourselves. The availability of organic fruit at a reasonable price is very limited so we would struggle to find substitutes at the same time keep the fruit bags good value.
However, there is the option to buy the fruit you want as a ‘box extra'
4. Can you tell me more about Leigh Court Farm?
Sure, take a look at our homepage and why we think we're different from other local box schemes
You can read about our range of fruit & veg boxes and extras here
If you have any other questions please feel free to contact us at mail@leighcourtfarm.org.uk
5. Why aren't your eggs organic?
We don’t have the expertise (or the patience) to keep our own hens. It is hard to find Organic eggs wholesale locally, and in this case, we prefer local to organic. The eggs we sell through our boxes are free range, and come from Red House Farm at Winford, 6 miles from Bristol.
The farmer cares about the welfare and health of his birds and uses RSPCA standards. We have inspected their housing and they are happy healthy hens.
6. Has any of the produce in my box been air-freighted?
Definitely not. Any produce which comes from further afield than the UK has always travelled by sea.
7. Where else can I buy your organic produce?
You can find us and our produce our produce at two Farmers Markets.
Whiteladies Road Farmers Market every Saturday 8.30 - 2pm held at the junction of Whileladies Road and Apsley Road.
Bristol Farmers Market every Wednesday from 9am – 2pm.
Bristol Farmers' Market - All year round, 9:00 - 2:30pm
Whiteladies Farmers' Market - All year round, 8:30 - 2pm
8. What if I'm unhappy with the quality of some of the items I received?
We guarantee fresh high quality organic produce, so if you are unhappy with anything you receive in your veg box when it arrives, please let us know immediately and we will issue you a refund.
9. Where should I keep the contents of my box?
Your fruit and veg is grown organically so to keep it fresh for long as possible put it in the fridge. Organic produce is not treated with chemicals so it will deteriorate very quickly if you don’t.
The majority of produce we grow and buy in is kept in our cool stores, with the exception of tomatoes (putting them in the fridge kills the flavour!), squash and bananas.
10. Are you certified organic?
Yes, we are. All the land we use to grow our crops are certified by the Soil Association. We go through inspection and evaluation by a Soil Association inspection officer annually. Everything we use to grow and sell our produce is traceable - from seed, to planting, harvesting and, finally, to your doorstep. The veg and fruit we buy in is grown to the same organic standard, our suppliers and in turn their suppliers also go through a yearly inspection process.
home deliveries
1. Which areas do you deliver to and on which days?
Currently we deliver to all households within the postcode areas BS1 to BS16 (Bristol) BS20 0 (Pill) BS20 6/ 7/8 (Portishead) BS41 (Long Ashton)
Our home deliveries are on Wednesday, Thursday or Friday. We have split some postcodes into different delivery routes, but as a rough guide the delivery schedule is as follows:
BS1 - Thursday - morning 5am - 8am
BS2 - Friday - morning 5am - 8am
BS3 1 - Thursday - afternoon 4pm - 6pm
BS3 2/3/4/5 - Friday - morning 5am - 8am
BS4 - Friday - morning 5am - 8am
BS5 - Thursday - evening 3 - 7 pm
BS6 - Thursday - morning 5am - 8am
BS7 - Thursday - morning 5am - 8am
BS8 - Thursday - morning 5am - 8am
BS9 - Friday - morning 5am - 8am
BS16 2/3/4 - Thursday - evening 3 - 7 pm
BS20 0 - Thursday - morning 5am - 8am
BS20 6/7/8/ - Friday - morning 5am - 8am
BS41 - Thursday afternoon
2. What time and where will my order be delivered?
Our home deliveries are on Wed pm/Thurs am - pm/Fri am. The morning rounds are between 4 - 8 am. The evenings between 3 - 6.30pm. Currently Easton, Fishponds, St George BS3 1and long Ashton are on Wed/Thursday afternoons between 3 - 6.30pm.
3. Is there somewhere secure we can leave your box?
If you have a front garden ot porch we will leave your box on the doorstep. However if your house/flat is directly on the Street we need a secure location (e.g. behind a bin or in the back garden/bike shed). If you live in a flat or apartment with a door or gate code we will need those. Please add this information in the delivery instructions when you create your order.
4. What should I do with my empty box?
The night before your next delivery please leave your old box out in a bin liner and your driver will replace it with your new one! For environmental and economic reasons, we reuse the boxes for as long as possible.
5. What is the delivery charge?
We charge is £1 per customer per delivery, so no matter how much you order the charge is still £1.
collection points
1. So you also have collection points - how, what, when?
All collection points operate on Thursday afternoons between 4:30 - 6:30pm.
You can see where our collection points are here.
You will receive an e-mail confirmation/reminder of your order on Wednesday morning. Someone will be there to assist if needs be. Please bring any empty veg boxes from previous weeks as we use these again.
2. I ordered a box for collection but didn't make it to the collection point on time - what do I do?
You don't need to tell us or make an arrangement. Uncollected boxes are returned to the farm and can be picked up anytime from Friday to Tuesday morning. Your box will be on the table in our packing-shed which is open 24/7. The shed is room temperature so it’s best to collect your box as soon as possible.
Directions: To get to the farm take the 369 Portishead Road out of Bristol which takes you through Abbots Leigh past the George pub - the road dips down and there is a turning on your right (directly after the bus stop) for Leigh Court manor. Follow the road - you will pass Bracken Wood nursery on your right-hand side and the Freeways trust on your left-hand side. Take the first left turn after the Freeways trust then immediate left (our post box is at the entrance) follow the track will through an open gateway to the farm yard. Boxes are in the packing shed on the right, the packing shed is open all the time (please note the doors of the packing shed slide open)
There is a map on the collection point page for Abbots Leigh here.
using the ordering system
That's it! On the 'List All Orders' Page, on the right, next to the Weekly Box Planner, you'll see all the relevant delivery/collection times and any further instructions you might need. You can log back in with your username and password at any time to check on your orders or make changes.
A couple of days before your order is due for collection or delivery we'll send you out a confirmation and reminder - but if these get annoying every week you can always opt out in you Profile.
No problem - log into your account and head to the 'List All Orders' Page. Find the order you want to change and click on (circled in red in the example picture below) - Then you can choose to edit, cancel or suspend your order. If you cancel an order it will be removed completely, while suspending it saves your settings and allows for it to be reactivated at a later time
example picture:
That's absolutely fine. It's easy to cancel a future delivery date. Alternatively, maybe you'd like a different size box on one particular day, or you'd like to add a fruit bag.... or you know you can't make it to the collection point next week so would like to arrange for a home delivery instead
In your account, on the 'List All Orders' page, scroll on down to the Weekly Box Planner. Next find the order on the week in question and click on (circled in red in the example picture below)
You can choose to edit or pause your order for that week. Any changes you make will be updated on the weekly planner, as well as listed under the 'amendments' underneath your regular box order. Feel free to change your order on as many dates as you like!
example picture:
5. How do I add an extra box to a future delivery date?
6. I have a fortnightly order but would like to add a box to one of my 'off' weeks
You can add an extra order to any week you like regardless of if you already have an order scheduled for that day. On the 'List All Orders' Page, scroll down to your Weekly Box Planner and find the week in question. Click on the green + (circled in red in the example picture below) button to create a new order for that date alone. These orders are then listed under 'One-Off-Orders' at the top of the page. You can edit or cancel these orders just as you would any other order.
example picture:
You could use this function in the following example situations
- You have a fortnightly order and would like to pause your recurring order for a week but don't want to wait a a fortnight for the next box.
- You'd like to cancel for the entire school holidays and resume your box as normal on the first week back.
First find your recurring order at the top of the page and click on then 'edit' (see example picture 1, below). You'll see at the very bottom of the next screen it's possible to add a 'Pause Range' (see example picture 2 below). Select a day to pause your order and the day you'd like to resume. Any changes you make here will be reflected on your weekly box planner at the bottom of the 'List All Orders' Page. Of course if you find you do need a veg box or fruit bag during this period you can always log back in and create a one-off order for any day you like
example picture 1:
example picture 2:
This is a popular choice for many of our customers. The simplest way to achieve this is to set up 2 different recurring orders. For example, create one order for a fortnightly Small Veg Box starting on the 1st and one for a fortnightly Large Vegetable Box starting on the 8th.
The best way to do this is to set up 2 separate recurring orders. Set up one order for a weekly vegetable box then set up another for a fortnightly fruit bag.
If your order is due this week the cut-off point for changes to your dislikes or details is by Tuesday midnight to Friday pm. Click on 'Edit Profile' (circled in the example picture below) in the Navigation Menu at the top-right of any screen. Here you can update your personal details or change your delivery address.
Please note if your delivery address has a different postcode your delivery day may change.
example picture:
11. If you have an order this week it can't be edited between Tuesday midnight to Friday pm.
If you have an order this week the cut-off point for amendments to orders is Tuesday midnight to Friday pm.
You can make any changes you like to any future orders at any time, but if you do so after Tuesday midnight your order will remain unchanged for that week and the changes will apply from the following week onwards.
If you miss the cut off point please just e-mail (rather than phone!) and we can sort cancelations/ amendments from our end.
We all do sometimes!
Find your orders at the top of the 'List All Orders Page' and choose and then Suspend Order (see example picture below). All your box order details will be saved and you can reactivate your order any time you like.
Remember, if you suspend an order, you need to make sure to cancel all your amended orders as well as these are considered separate orders by our system.
example picture:
If those weekly order confirmations are starting to get annoying you can always opt out of them at the bottom of the page in the 'Edit Profile' page in your account (see example picture below).
You can also opt out of receiving Newsletters from the farm too.
Don't worry you'll still receive any important information relating to your orders or payments.
example picture
The dates that are available to select depend on a couple of factors:
- Whether you have selected a box for Collection (always on a Thursday), or for Home-Delivery (Thursday and Friday)
- If you have selected Home-Delivery, the post-code area in which you live
You can see which areas we deliver to on which dates here
payments and accounts
Absolutely. We take the security of our customer's payment details very seriously. When you are using our site for payments you'll see that there is a little padlock symbol in the address bar or in the footer of the browser. This means that we are using Secure Socket Layer (SSL) so when your details are transmitted they are always safe and unable to be seen by any third party.
When you specify a credit or debit card to be used, your details are passed safely on to our chosen and trusted payment merchant, Stripe. None of your payment details are seen or stored by us.
You can read more about Stripe here
We accept all major credit and debit cards.
You'll be charged, using your chosen payment card, on the Tuesday before your order is due.
There may have been a problem with your chosen payment method. When this happens, customers are sent an email with an explanation as to why the payment was refused. We're here to help - if you have any problems please send us an email and we'll help to resolve any issues and get everything moving again.
In the 'Edit My Profile' page - you can remove any payment cards that you have specified at any time. You can always return to your account at a later time if you'd like to start having vegetable boxes from us again.
If you'd like us to completely delete your profile, please send us a quick email with your name and username to mail@leighcourtfarm.org.uk .
if for any reason you have been unhappy with our service or our vegetable boxes - for any reason - we'd love to know why so we can continue to improve our service and online experience.
