FAQ's

Account

Do I have to have a weekly subscription? - We are not a subscription service. You can shop as much or as little as you like, although many of our customers find it helpful to have a weekly or fortnightly repeat order.
Do I need an account to place an order? - Yes, you must create an account to place an order.
How do I create an account? - Click the Sign In tab in the top right-hand corner of the website. Enter your email address and postcode, then follow the steps to complete your account setup.
I forgot my password. How can I reset it? -To reset your password, go to the login page and click Forgotten Password. Enter your account email address, and we’ll send you a reset link. Check your junk or spam folder if you don’t receive the email within 10 minutes. If it’s still not there, double-check that you entered the correct email address and try again—this is the most common reason for reset issues.

Ordering

When can I order a box? - We publish our veg box contents on Friday night and order deadline is Tuesday 11pm.
Can I change my order? - You can modify your order until the deadline 11pm on Tuesday
Can I set up a recurring order? - Yes! When selecting a veg box, you can choose to receive it weekly, fortnightly, or every other week. Many customers set up repeat orders and let them run automatically.
Can I build my own box? - If you prefer to build your own box, your order must meet the £20 minimum spend.
There is no checkout process - Your order finalises at the deadline and you’ll be charged for the items in your basket.
Can I place an order over the phone? - No, we do not take phone orders.
Is there a minimum order value? - Yes. If you order a veg box, there is no minimum spend. If you build your own box, the minimum order value is £20.

Deliveries

Which areas do you deliver to? - We deliver across Oxfordshire and Buckinghamshire. To check if we deliver to your area, use the postcode checker during sign-up. If you are just outside our delivery zone, email us—we may be able to include your postcode.
When do you deliver? - We deliver on Wednesdays (afternoon),Thursdays and Fridays (all day). Delivery schedules may change around Christmas, but we’ll notify you in advance.
Is there a delivery fee? - No, delivery is free.
Can I choose a delivery time? - We do not offer specific time slots, but deliveries typically arrive around the same time each week.
What if I'm not home for my delivery? - No problem! Our drivers can leave your box in a safe place. You can specify your delivery instructions in your account settings. If these change, email us before your delivery day.

How To Managing Your Basket

How do I place an order? - Once your account is set up, visit the Organic Veg Boxes page, select a veg box, and add it to your basket. Orders are automatically processed at 11pm on Tuesday.
How do I change my order? - On the shop page, your basket appears on the right-hand side. Click the pencil and paper icon next to an item to:

1. Change the quantity
2. Set it as a repeat order
3. Defer it to a future delivery date
4. Remove it from your order

I have booked a holiday can I pause my repeat order? - Yes. If you head over to your account and select "Holidays" you can choose the weeks you are away and do not need a delivery.
How do I cancel an order? - You can cancel by Removing all items from your basket – Click the pencil and paper icon to remove items.

Products

Are your products organic? - Yes, all our fruit and veg are organic.
Do you offer seasonal produce? - Yes! You can find seasonal items in the Seasonal Veg section of our website.
What if a product is out of stock? - If an item is marked out of stock, it is unavailable. We update stock levels regularly to reflect availability.
Are your products organic? - Yes, all our fruit and veg are organic.
Do you offer seasonal produce? - Yes! You can find seasonal items in the Seasonal Veg section of our website.
What if a product is out of stock? - If an item is marked out of stock, it is unavailable. We update stock levels regularly to reflect availability.

Payments

What payment methods do you accept? - We accept major credit and debit cards. We recommend using a credit card for online purchases.
Is online payment secure? - Yes. Payments are processed securely through Stripe, and we do not store your payment details.
When will I be charged? - Payments are processed when the order deadline is reached—11pm on Tuesday.

Missing or Damaged

What is your return policy? - Please see our Terms and Conditions
How do I report a missing or damaged item? - Email [email protected], and we’ll resolve the issue.

Reusable Boxes & Packaging

Do you use reusable delivery boxes? - Yes! We deliver your veg in sturdy, reusable cardboard boxes to reduce waste.
How do I return my box? - Simply leave your empty box out on your next delivery day, and our driver will collect it. If you forget, you can return it the following week.
What should I do with the packaging from my veg box? We try to keep our packaging minimal, practical, and as eco-friendly as possible. Here’s how you can help us reuse or recycle it:

• Paper Bags & Punnets – These can be recycled at home, or if they’re still clean and intact, feel free to return them with your box.
• Egg Boxes & Glass Bottles – We welcome clean returns of egg boxes and glass milk bottles for reuse. Juice bottles can go in your recycling bin.
• Cooler Packaging (Liners/Ice Packs) – If you received chilled items, the insulation and ice packs can be returned to us too or kept and reused, otherwise they can be recycle bin.
• Biodegradable plastic bags  – These should go in your general waste bin. Click here to read more about our Biodegradable plastic bags.

Miscellaneous

How can I contact customer service? - Email us at [email protected].
Do you offer gift vouchers? - Yes! Email us at [email protected].
How can I stay updated on new products and events?

1. Subscribe to our newsletter
   • Sign up on our homepage
2. Follow us on social media - Facebook & Instagram: @SandyLaneFarm

Do you allow dogs on the farm? We love dogs but we kindly ask that you leave your dog at home or in the car.

If you can't find the answer you are looking for check out our video guides.