Leigh Court Farm

User Guide 

 

We hope you'll find our ordering system easy and simple use but if you are having any trouble we recommend 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 our team will get back to you as soon as possible.

If you are puzzled by anything or find anything to be counter-intuitive we would love to hear from you.  We are always trying to improve our online service.  If you feel that this user guide is missing any important questions, please drop us a quick email and we'll add it to this User-Guide.  We appreciate your help in ensuring this continues to be the simplest, most flexible ordering system available. 

If you ordered a box for collection but didn't make it to the pick-up point on time, please click here

 

 

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. Why can I only choose 3 dislikes?

5. I've got a backlog of potatoes and onions! 

6.  Can you tell me more about Leigh Court Farm?

7. Why aren't your free-range eggs organic?

8. Has any of the produce in my box been air-freighted? 

9.  I don't want a box, where else can I buy your organic produce?

10. What if I'm ever I'm unhappy with the quality of some of the items I receive in my box?

11. What makes you different from other veg-box schemes?

12. Are you certified organic?

 

 

 

deliveries and collections

1. Which areas do you deliver to and on which days?

2. What time are home deliveries made and where will you leave my order?

3. What is the delivery charge?

4. So you also have collection points - where, how, when, what? 

5. I ordered a box for collection but didn't make it to the collection-point on time - what do I do?

6. I don't live within the postcode area BS1-8 - can I still order a box?

 

 

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?

 

 

 

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?

3. I need to cancel my box next week! ... or any week / multiple weeks up to three months in advance!

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. Why can't I create a new order or edit my order this 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?

 

 

 

 

Answers

 

 

questions about the farm and our produce

 

1. Does everything in my veg box come from the farm?

In season the majority of the contents of your veg box is grown by us. We grow a huge range of crops - in the field and undercover in polytunnels - and always aim to switch things up from week to week to keep it as interesting as possible.

Sometimes, and particularly out-of-season, we supplement our own fruit and veg with produce from our network of trusted suppliers in Hereford, which is sourced from the UK, Europe and occasionally (in the case of fruit) from further afield.  We have been working with our suppliers for over 15 years and, as a result, are able to ensure we get the best quality at the best prices for our customers, even in times of shortage. 

We are always transparent about where our veg comes from - we publish the contents of our boxes online every week, including the origin. 

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2. Can I choose what I have in my veg box? What are Veg Dislikes?

We understand that in choosing a vegetable box from us you're probably interested in eating seasonally - however it's rare to like every vegetable so our customers can select up to 3 items (Vegetable Dislikes) they'd prefer not to appear in their veg boxes each week.  We'll substitute these for whatever else is fresh and ready to harvest in the field.

Generally, if you select staples like potatoes or onions as dislikes we'll substitute these for another helping of organic carrots.

You can always change this 'dislikes' list at a later time as the seasons change or if you find you have a glut of particular vegetables in your own garden or allotment. 

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3. Why don't you do dislikes for the fruit bags?

We grow many different vegetables so it's always easy to find suitable replacement for veg dislikes.  

Due to the climate here in the UK, fruit is a bit more tricky.  We do grow a selection of fruit on the farm but much of the contents in the fruitbags is sourced from our suppliers and ordered in set quantities.

We always include a kilo of bananas in the fruitbags, oranges and apples are also regulars, but we do our very best to rotate the contents from week to week.

However, if you do have a specific allergy or requirement do let us know and we'll try and accommodate your requirements as best as we can. 

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4. Why can I only choose 3 dislikes?

We feel that allowing 3 dislikes strikes the right balance between the philosophy of veg-box-scheme and the need for customer choice.  That is to say - we deliver to you whatever is fresh and in season week to week whilst also allowing giving you the opion to omit a few items that you just don't like and won't eat. 

Remember you can always change your list of dislikes in your customer profile, as long as it is before the Wednesday before your delivery is due. 

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5. I've got a backlog of potatoes and onions! 

We understand! - just add potatoes and/or onions to your dislikes list in your customer profile.  You can always add them back in later on. 

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6. 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

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7. Why aren't your farm eggs organic?

The cost of Organic grain-feed for our hens is prohibitively expensive.  They are feed on high quality non GMO grain and their diet is supplemented with plenty of left-over organic leafy greens from the farm. For the time being we can no longer call them free range because of government restrictions in place to prevent the spread of bird flu. All the hens (around 200) are kept in our paddock at the farm and netted to prevent direct contact from wild birds.

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8. 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. 

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9.  I don't want a box, where else can I buy your organic produce?

We have stalls at a couple of well known and thriving Fresh Food Markets throughout Bristol.  

 

Bristol Farmers' Market - All year round, 9:00 - 2:30pm

Whiteladies Farmers' Market - All year round, 8:30 - 2pm

 

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10. What if I'm unhappy with the quality of some of the items I received

We are totally committed to only providing our customers with the very best quality fresh produce - All of our fruit and veg is guaranteed so if you are unhappy about the quality or condition of your veg box when it arrives, please let us know immediately and we will be happy to offer you a refund.   To ensure the longetivity and freshness of the contents of your veg box the sooner you can store it/refrigerate it the better.  If you would like any advice about how to store our fruit and veg, just drop us a line. 

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11. Are you certified organic?

Yes we are.  All the land we use to grow fruit and vegetables is certified by the Soil Association - which means it has undergone a two year 'conversion' period before the produce could be labelled and sold as 'Organic'.  The certification is extremely strict, which is good because it means you can always be 100% sure about the produce in your boxes.  We adhere to strict organic principles and each year have to undergo a thorough inspection and evaluation by a Soil Association inspection officer.  In practice this means total traceability for all of our produce - from seed, to planting, to harvesting and, finally, to arriving on our customers doorstep.  It also means complete accountability for all  fertilisers, manure and certified organic pesticides we use in our fields.  If you would like any more information about our methods just drop us a line at mail@leighcourtfarm.org.uk

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deliveries and collections

 

1. Which areas do you deliver to and on which days?

Currently we deliver to all houses within the postcode areas BS1 to BS9 BS16 1, BS16 2, BS16 3 and BS20 0

All our home deliveries happen on Thursday or Friday. We have split some postcdes into different delivery routes routes, but as a rough guide the delivery schedule is as follows.

 

BS1 - Friday

BS2 - Friday

BS3 - Friday

BS4 - Friday

BS5 - Thursday / Friday

BS6 - Thursday

BS7 - Thursday

BS8 - Thursday

BS9 - Friday

BS20 0 - Thursday

 

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2. What time are home deliveries made and where will you leave my order?

The majority of our deliveries are made by 8am with the exception of the following postcodes in Easton BS5 0, BS5 6, BS5 9 which are delivered between 4.30 - 7 pm on Thursday evenings.

Generally we will leave your order on your doorstep.  However if you would prefer us to leave your veg box in a more secure location (e.g. under a recycling bin or in the back garden) then you can specify some delivery instructions when you create your order. 

The delivery runs start at around 4am.  To ensure freshness we feel that a veg-box sitting out all day in the sun is not acceptable so we hope that doing early deliveries will allow customers to bring their veg boxes inside and, if necessary, refrigerate some of the produce before heading out for the day.

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3. What is the delivery charge?

The home- delivery charge is £1 - that's £1 per customer per delivery day. So if you order 2 boxes or more, or a box and a fruitbag on the same day, the charge is still just £1.  

There is no charge for having a box delivered to a collection point.

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4. So you also have collection points - how, what, when?

All collection point boxes happen on Thursdays.

You can see our list of city-wide collection points and their operating times here,  Most of them operate between 4:30 - 6:30pm, although some of them start a little earlier or finish a little later.  

The only things you need to bring are any empty veg boxes from previous weeks - we use these again.  The farm representative at the collection point will have a record of your name and your order so there's no need for anything else. 

It's a great way to meet some of the farm team and also a way to meet other veg-minded individuals.  Community centres like Southville and Easton are thriving community hubs.  

Alternatively, if you just want to grab your veg box and run - that's fine too! 

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5. I ordered a box for collection but didn't make it to the collection point on time - what do I do?

Don't worry - any uncollected boxes are picked up by our drivers and returned to the farm that same evening.  You can come and collect your order from the farm anytime from Friday morning onwards.  It's likely someone will be around to help you find your order, but just in case they are not -all the boxes are laid out on top of the central tables in the packing-shed - so just look for your name.  It's a cool and secure environment but to help preserve the freshnes of your veg box we really recommend not leaving it too long to collect your order.   We keep all uncollected boxes until Tuesday morning.  

Remember, if you know you won't be able to make it to the collection point for any given week, you can always opt for a home-delivery instead - its easy to do via your Weekly Box Planner on the List All Orders page.  You'll need to do this by the end of the Tuesday before your order is due for collection.  

 

6. I live outside the delivery area - can I still order a vegetable box?

If you live outside our home-delivery area you could still order a box for collection from one of our city-wide collection points.  Take a look at our list of collection points and see if any of these would be convenient for you.  

We have some customers who live on the outskirts of Bristol but who work in the city so collect their box on their way home.  There are others who feel that a special trip to collect a veg box is worth the extra effort.

 

 

 

 

using the ordering system

 

1. I've set up an order, now what do I do?

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. 

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2. How do I change my regular box order?

No problem - log into your account and head to the 'List All Orders' Page. Find the order you want to change and click onManage (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:

 

 

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3. I need to cancel my box next week!?... or any week or multiple weeks up to 3 months in advance!

4. How do I change my order on just one specific date?

 

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 Manage  (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:

 

 

 

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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:

 

 

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7. I want to pause my order for a while (e.g. a holiday) and choose which week to resume. 

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 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 Managethen '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:

 

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8. I'd like to have different size boxes on alternate weeks

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.  

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9. I only want a fruit bag with my veg box every other week

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.

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10. I need to change my address, email address,  personal details or my list of vegetable dislikes

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.  

However, If you have an order this week the cut-off point for changes to your dislikes list or delivery address is the end of the Tuesday before your delivery. 

It's important to remember that changing your delivery address may well have an impact on your delivery days if you have moved to a different post-code. 

You can also change your email address from the 'Edit Profile' screen - this new email address will become the username that you use to sign in. 

 

example picture:

 

 

 

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11. It's Wednesday or Thursday - Why can't I create a new order or edit my order this week?

The cut-off point for alterations to this week's orders is the end of the Tuesday before your delivery/collection is due.

Of course, you can still make any changes you like to any future orders at any time.  If you change or cancel your recurring order after Tuesday, your order for just this week will remain unchanged and the changes will apply from next week onwards. 

 

Why do we have this 'cut-off' point for order amendments?   The majority of what appears in your box is harvested freshly each week by our field team.  It's important that, by the end of Tuesday, they know exactly the quantities they need to harvest.   

If you do have special circumstances or an unforeseen emergency where you need to cancel your box this week and it is already past Tuesday - send us a quick email and we'll do our best to cancel your order before the deliveries are made. 

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12. I need a break from veg boxes for a while! 

We all do sometimes! 

Find your orders at the top of the 'List All Orders Page' and choose Manage 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 all your amendment orders are cancelled too as these are considered separate orders by our system.

 

example picture:

 

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13. Can I opt out of the weekly order reminders and newsletters?

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.

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.

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14. When I create orders why can I only choose certain dates?

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

 

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payments and accounts

 

1. Are my card details secure?

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 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's strict security policies here

 

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2. Which payment methods do you accept?

We accept all major credit and debit cards.

 

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3. When will I be charged for my order?

You'll be charged, using your chosen payment card, on the wednesday morning before your order is due for delivery/collection. 

 

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4. I didn't get charged this week and my order wasn't processed. Why?

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.

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5. I'd like to close my farm account - how do I do this?

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 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. 

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