Frequently Asked Questions

Welcome to our FAQ page, where you'll find answers to common queries about Farmfetch. If you have a question that isn't covered here, please don't hesitate to reach out to our support team for help via our live chat service.

About Farmfetch

Farmfetch is an online store for food lovers to find the very best organic and ethically grown produce from across the UK, directly from artisan makers, butchers, delis, and farm shops. We’ve curated a selection of products from 50 unique British food producers, aiming to help foodies discover delicious new ingredients – while also offering a new way to shop locally and support sustainable, zero air-mile, UK farming. 

We find our producers in a variety of ways, from visiting local farmers’ markets and food fairs, to personal recommendations and scouring the web and social media for hidden gems. If there’s a producer you’d like to recommend or that you’d like us to stock, drop us a line at info@farmfetch.co. Or, if you’re a food producer interested in listing on Farmfetch, visit our 'join us' page to sign up.

We’re always on the lookout for fantastic new producers to join our network, as long as they’re based in the UK and pride themselves on organic, high-quality and ethical production processes. If you’re interested in listing on Farmfetch, visit our 'join us' page to sign up – we respond to all enquiries within 2 business days.

Shipping & Delivery

When you shop with Farmfetch, you can choose products from food producers across the UK. Because each producer is independent, if you’ve chosen to buy from multiple producers, your items will be dispatched separately by each producer, in separate deliveries.

When you add products to your cart, you’ll see the delivery fees for each producer that you’ve chosen to buy from. Some producers offer free shipping above a certain price threshold – so in those instances, we’ll offer suggestions of how you can top up your cart to avoid delivery fees. 

Unless you’re buying something that is made to order (where timelines will be specified), all our producers will ship your order according to the below broad delivery windows (costs will vary per producer):

Standard - 2-4 Business Days
Express - 1-3 Business Days
24hr Courier (Meat & Fish Only)

After you’ve placed your order, you should receive delivery tracking information, including estimated delivery date and time, directly from our delivery partners, which include Royal Mail, DHL, DPD and APC.

Unless you’re buying something that is made to order (where timelines will be specified), all our producers will ship your order according to the below broad delivery windows (costs will vary per producer):

Standard - 2-4 Business Days
Express - 1-3 Business Days
24hr Courier (Meat & Fish Only)

If you’ve chosen to order items from multiple producers, you can expect to receive separate deliveries from each producer. Because our producers are independent, there may be some variance in when deliveries arrive, but they will be broadly within the windows outlined above. 

After you’ve placed your order, you should receive delivery tracking information, including estimated delivery date and time, directly from our delivery partners, which include Royal Mail, DHL, DPD and APC.

Unless you’re buying something that is made to order (where timelines will be specified), all our producers will ship your order according to the below broad delivery windows (costs will vary per producer):

Standard - 2-4 Business Days
Express - 1-3 Business Days
24hr Courier (Meat & Fish Only)

If you’ve chosen to order items from multiple producers, you can expect to receive separate deliveries from each producer. Because our producers are independent, there may be some variance in when deliveries arrive, but they will be broadly within the windows outlined above. 

After you’ve placed your order, you should receive delivery tracking information, including estimated delivery date and time, directly from our delivery partners, which include Royal Mail, DHL, DPD and APC.

If you’ve received the wrong item in your order, please visit our Contact us page as soon as possible and fill out the form to submit your query. We’ll follow up with the producer to find out what’s gone wrong. We aim to respond to all queries within 2 business days. 

Unless you’re buying something that is made to order (where timelines will be specified), all our producers will ship your order according to the below broad delivery windows (costs will vary per producer):

Standard - 2-4 Business Days
Express - 1-3 Business Days
24hr Courier (Meat & Fish Only)

If you’ve chosen to order items from multiple producers, you can expect to receive separate deliveries from each producer. Because our producers are independent, there may be some variance in when deliveries arrive, but they will be broadly within the windows outlined above.

After you’ve placed your order, you should receive delivery tracking information, including estimated delivery date and time, directly from our delivery partners, which include Royal Mail, DHL, DPD and APC.

If it has been more than 24 hours over the expected delivery window and your order still hasn’t arrived, please double check the tracking information from the delivery provider (Royal Mail, DHL, DPD or APC) that you’ve received by email, for any updates or delay advice.

If the delivery partner can’t provide a satisfactory answer, please visit our Contact us page as soon as possible and fill out the form to submit your query. We’ll follow up with the producer and delivery partner to find out what’s gone wrong. We aim to respond to all queries within 2 business days.

After you’ve placed your order, you should receive delivery tracking information, including estimated delivery date and time, via email directly from our delivery partners, which include Royal Mail, DHL, DPD and APC.

Unfortunately we can’t offer blanket free delivery across the board, because this would be unsustainable for our food producer partners. Unlike supermarkets, which often place unrealistic price demands on farmers and growers, we aim to help our producers protect their margins as much as possible, which means charging a fair price for delivery of amazing ingredients. 

When you shop with Farmfetch, you can choose products from food producers across the UK. Because each producer is independent, if you’ve chosen to buy from multiple producers, your items will be dispatched separately by each producer, in separate deliveries.

When you add products to your cart, you’ll see the delivery fees for each producer that you’ve chosen to buy from. Some producers offer free shipping above a certain price threshold – so in those instances, we’ll offer suggestions of how you can top up your cart to avoid delivery fees. 

Unfortunately Farmfetch is only available in the UK for now, but we’ll keep you posted on if that changes!

If you’ve chosen to order items from multiple producers, you can expect to receive separate deliveries from each producer. Because our producers are independent, there may be some variance in when deliveries arrive, but they will be broadly within the below delivery windows:

Standard - 2-4 Business Days
Express - 1-3 Business Days
24hr Courier (Meat & Fish Only)

After you’ve placed your order, you should receive delivery tracking information, including estimated delivery date and time, directly from our delivery partners, which include Royal Mail, DHL, DPD and APC.

Unfortunately we can only deliver items from one order to one address at the moment, but we’ll keep you posted on if that changes!

Managing your order

You can view orders you’ve placed, as well as your saved addresses and personal information, by logging into your account on the Farmfetch website, using your username and password. 

Unfortunately you can’t change or cancel an order via your account, but we’ll be happy to help you with this if you get in touch within 24 hours of placing your order. To request a change or cancellation to your order, please visit our Contact us page as soon as possible and fill out the form to submit your query.

We accept the major debit and credit cards (including Visa, Maestro and Mastercard), as well as PayPal and Apple Pay. 

Some of our producer partners offer amazing in-person experiences in the British countryside, ranging from cookery lessons and tastings to beekeeping and distillery tours.

When you book a producer experience via Farmfetch, we'll pass your order to the producer, who will then contact you via email to finalise the booking.

Yes! We offer gift cards in values of £25, £50, £100 and £250. You can find these in the Hampers & Gifts section of the store. 

Returns & Refunds

Because we mostly sell perishable foodstuffs at Farmfetch, we don’t accept returns. If you’re unhappy with the quality of your order – if you’ve received an item that is spoiled or not in the condition described, for example – please visit our Contact us page as soon as possible and fill out the form to submit your query, describing the problem in as much detail as you can. 

We aim to respond to all queries within 2 business days, and in the case of spoiled or poor quality produce we will be in touch promptly to arrange a refund for you. Unfortunately we can’t provide refunds in instances where an item is of perfectly good quality but just hasn’t been to your taste or you didn’t like it. 

Because we mostly sell perishable foodstuffs at Farmfetch, we don’t accept returns. If you’re unhappy with the quality of your order – if you’ve received an item that is spoiled or not in the condition described, for example – please visit our Contact us page as soon as possible and fill out the form to submit your query, describing the problem in as much detail as you can. 

We aim to respond to all queries within 2 business days, and in the case of spoiled or poor quality produce we will be in touch promptly to arrange a refund for you. Unfortunately we can’t provide refunds in instances where an item is of perfectly good quality but just hasn’t been to your taste or you didn’t like it. 

Privacy

To manage your marketing preferences – for example, to unsubscribe from Farmfetch emails, you can click ‘Unsubscribe’ at the bottom of a Farmfetch email, or alternatively log into your account on the Farmfetch website and update your preferences.

To update details like your name, contact email and saved billing and delivery address, simply log into your account on the Farmfetch website and update your information.

To learn more about how Farmfetch collects, uses and protects your personal information, take a look at our full Privacy Policy

Under GDPR, you have a number of rights to protect your personal data, including the right to access copies of your personal info, the right to have that information rectified if inaccurate, the right to erasure, and the right for that data to be transferred to you or another organisation, in certain circumstances.

You’re not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you. Please contact us at info@farmfetch.co if you wish to make a request.

Take a look at our full Privacy Policy to learn more.