Quality Guarantee and Reporting Issues
We take great pride in the organic produce we supply and want customers to be happy with every delivery they receive. Every box is carefully packed and checked by hand before it leaves us. As fresh produce is a natural product, occasional issues can arise despite our best efforts. If you're unhappy with the quality of any item, please let us know as soon as possible so we can investigate and put things right.
Our Quality Guarantee
Every item is checked before dispatch to ensure it meets our quality standards.
If an item arrives in an unacceptable condition, we'll always assess the issue fairly and, where appropriate, offer a credit or a refund for one-off boxes.
To do this, we need to receive your report while we're still able to investigate the condition of the produce and raise any concerns with our suppliers.
Reporting a Quality Issue
Please contact us within 24 hours of delivery by email, but preferably on the day of delivery, as some problems require prompt attention.
To help us investigate, please include:
- A photograph of the full box contents as received.
- Clear close-up photographs of any affected items.
- A brief description of the issue.
Where possible, photographs should be taken on the day of delivery.
Providing this information enables us to assess concerns quickly and fairly.
Why We Ask for Photos
Photographs allow us to:
- Verify the condition of produce at the time of delivery.
- Identify whether an issue may have occurred during transport.
- Improve our quality control.
- Raise concerns with our growers and suppliers where appropriate.
Organic Produce & Natural Variation
Organic fruit and vegetables are not treated to extend their shelf life. As a result, they can naturally vary in appearance and may have a shorter storage life.
During periods of warm weather, softer produce such as nectarines, apricots, plums, courgettes and peppers can soften more quickly after harvest. This is a natural characteristic of fresh produce and does not necessarily indicate that the item was not in good condition when packed.
Some fruit and vegetables may also lose moisture after harvesting, particularly during hot weather. Wrinkling is often simply dehydration rather than spoilage. If there is no mould or decay present, soaking the produce in a bowl of water with ice for around an hour can often help restore its firmness. For roots, soak in water overnight.
How We Assess Claims
Each report is considered individually. We take into account:
- The photographs provided.
- The timing of the report.
- The nature of the issue.
- Our quality checks carried out before dispatch.
Where the available information allows us to verify that an issue was present when the produce was supplied, we'll happily offer a credit. For customer who placed a one-off order. we will offer a refund instead.
Unfortunately, where a concern is reported several days after delivery or there is insufficient evidence to assess the condition of the produce at the time of delivery, we will be unable to offer refunds or credits.
Our Commitment
We value every customer and want you to enjoy your deliveries. Our reporting process is designed to ensure that every concern is handled consistently, fairly and as quickly as possible.
If something isn't right, please let us know and we'll always do our best to help.