Frequently asked questions
How can I get help?
Call us on 0800 0465670
Customer Care Hours
- Weekdays 8am – 6pm
- Saturday 8am – 12pm
- Sunday 10am – 1pm
You can message us on Facebook or email us at alovelycustomer@localfoodandmore.org at any time.
How does it work?
You can order either on the website and soon on our app. Choose the box you want and the delivery day you want and, provided you're ordering before the cut off time you will receive your box(es) on the next scheduled delivery day.
Currently we deliver on WEDNESDAYS and SATURDAYS
Cut off ordering time for a Wednesday delivery is MONDAY 12pm
Cut off ordering time for a Saturday delivery is THURSDAY 12pm
How much is delivery?
General delivery from our operating kitchen is free of charge within a 10 mile radius.
In some areas we may operate an enhanced delivery service, and this would be outside of the agreed delivery and so there may be a charge.
How can I track my order?
Once your order has been scheduled, on a delivery van and ready to be delivered to you, you will be sent an email with an estimated time of arrival. Unexpected circumstances, like traffic, can alter our arrival time. We suggest that you select a window that you will be home for the entire time. When your order is running later than predicted we will do our best to notify you via SMS.
You can also track your order via the ‘My Orders’ section in your account menu and selecting the appropriate order. This option only appears when you are logged in.
How do I use a promotion code?
In the checkout page there is a box where you can enter a promotional code. If the code used is valid the appropriate promotion will be automatically added to your order.
What should I do if I have a payment query?
If you have any queries about your payment charge, please contact us on 0800 0465670
Online card payments will be processed on the next business day in accordance with your bank handling time. Refunds will be processed within 7 - 10 days according to your bank handling time.
What is the minimum order amount?
The minimum order amount for delivery is £60.
What happens if a product received isn't quite what expected?
Due to the nature of our products, we may not offer a refund on certain products. That’s why we provide you with lots of information on the products before you buy them. If a product you've ordered isn't quite what you were after or is damaged, take a photo and send us an email explaining what was wrong. We will always do our best to give you the most accurate detail of the contents of our boxes but have to reserve the right to substitue items on occasion depending on local availability.
What should I do if I've received a damaged product in my order?
We're sorry to hear that you haven't received a product in its best condition. If you have unfortunately received a damaged/spoilt product, please let us know via phone 0800 0465670 or email alovelycustomer@localfoodandmore.org within one day.
What is a contactless delivery service?
We have moved to a contactless delivery service with all orders being delivered to your front door. Our drivers will do their best to assist senior or disabled customers. We have made this decision in the best interest of both yours and our drivers health.
How do I order a box?
You can order a box online at www.localfoodandmore.org/shop. Here you will find this week’s box contents. Or simply call us on 0800 0465670 to order and to speak to someone other than your quarantine buddies for a change.
How can I pay for my order?
You can pay online or over the phone with your debit or credit card. We don’t take cash to protect our lovely drivers.
I have school meal vouchers; how can I use them?
We can't currently take these as the government doesn't recognise us as a front line service. We are trying to influence and persuade them that we are - but no luck yet. Feel free to contact your local MP to complain about this and ask for us to be included in that list. We kind of think we are doing better than the supermarkets, and they are automatically included.....
How much does a box cost
- Our Big Family Box costs £90 and will feed a family of four for three days. But if you order it just for yourself, we won’t judge
- Our Small Box costs £45 and will feed a hungry hippo, a couple or 2 friends for three days.
- We have Great British Bakery Boxes available for £35
- We have various wine and spirit offerings
All of these can be found at www.localfoodandmore,org/shop
What’s inside a box?
You’ll see the contents of each week’s box(es) on our website at www.localfoodandmore.org /shop. Whatever it may be, it’ll be tasty.
How will I know what to cook with my box’s ingredients?
We will include a newsletter with some recipe suggestions for the contents of this week’s box; you can also look online at www.localfoodandmore.org /whateverthenavis to see what our chefs’ clever ideas are via short videos. As you’re probably already spending most of your day scrolling through social media, take a look at our accounts [insert names of these here when set up]. You can see what other users are doing with the contents and we will give you a taste of what we’d be making!
Can I order a box to be delivered automatically?
We aren’t a subscription service – you have to order each time you want a box. However, we will (with your permission) email you a reminder to order your box each week well before the cutoff date. We know how the days are all blending into one long Monday at this point! Regular customers will also get some cheeky offers.
Is this a subscription service?
Nope. You are entirely free to order as and when you want, with no commitments and no cancellations required. If you want, we can send you a friendly reminder to order your weekly box of goodies. If you are a regular user of our service, you will find yourself getting some delightful deals.
Can I cancel my order?
We can make an exception for you - as long as it’s before the cut-off date which you will have been advised of when you ordered. After this time then we are sorry but we can't accept cancellations as the lovely suppliers, farmers and bakers will have had your box(es) included in our order to them.
Can I change my order?
Yes, as long as it’s before the cut-off date which you will have been advised of when you ordered. But in our experience, your first choice is always the best!
When will my box be delivered?
We are currently delivering on [insert day here] but we are aiming to go to multiple deliveries per week. You will be advised of your delivery date when you pay for your order - and you should be home. #stayhomesavelives
Do you do a vegetarian / vegan box?
Yes - we do both a Big and a Small box for plant based eaters - and if you are vegetarian and eat dairy you can specify this at checkout - please choose a vegan box and specify that you eat dairy in the notes at checkout.
How do I know that the box is nutritionally sound?
All of our box content is checked by our trusty nutritionist to ensure that we are complying with guidelines for a balanced diet.
How frequently do you deliver?
For now, we are delivering on Wednesdays and Fridays. When we have the volume we will increase this to more frequent deliveries. You’ll be the first to know when this happens!
Can I order more than one box per delivery?
Yes, you can order multiple boxes, boxes in different sizes, a veg box, booze…the world is your oyster, as long as we sell it you can order it!
Where’s my box?
We generally dispatch in the afternoon to ensure that you get something to eat for tea that night! However, sometimes things do go wrong and we will contact you to advise of any delay as quickly as we can. If you are still unsure as to where your box is, please call our team on 0800 0465670 and we will do our best to help you.
I’m gluten intolerant – can I still order a box?
You can indeed but when you order you are asked if you have any allergies/dietary concerns. If this causes any supply problems from us we will contact you as soon as possible to discuss alternatives, if they are possible.
I’m allergic to... can I order an allergen free box?
Please advise of your allergy when placing your order (You'll be asked anyway when choosing your box) and we will note this. If your allergy is going to cause us any problems with supply we will contact you as soon as possible to discuss our and your options
My kids/partner/family won’t eat [insert name of food here] can I make any substitutions?
We don’t make substitutions but as your box will be different each week there won’t be the same things in there next week! But you can go ahead and change up the given recipes to make something that will make you a food god in their eyes.
I don’t like this week’s box can I get a refund?
Unfortunately, as we told you what was in the box before you ordered it - no. Luckily your box will be different each week there won’t be the same things in there next week, promise.
I don’t like this week’s box do I have to order it?
As we don’t run a subscription service, it’s up to you if you wish to or don’t wish to order specific boxes. If you do wish to order regularly, then you may find yourself getting some cheeky deals!
I’d like to join your mailing list – is that possible?
Welcome to the family, we are happy to have you - here’s a link to our sign up form or you can email caroline@localfoodandmore.org . She’ll set you up so you can receive reminders, recipe tips, promotional codes, funny content etc.
My [parent/friend/relative] is vulnerable – can I order a box for them?
Yes – with our pleasure. Just remember when you place the order to select ‘delivery address is different than billing’ and put your alternative delivery address in there. We’ll deliver them the box you choose on our next delivery run. Alternatively, we are happy to take an order over the phone.
My [parent/friend/relative] is vulnerable – how do I pay for a box for them?
Yes – with our pleasure. Just place an order on our website at www.localfoodandmore.org /whateverthenavis and select ‘delivery address is different than billing’ and put your alternative delivery address in there. Whatever card is on your account will be charged.
Can you supply specific foodstuffs?
Our food boxes are prepared based on the menus listed on our website at www.localfoodandmore.org /shop and we’re not a conventional shop, so unfortunately not. But we do have additional fruit and veg boxes that you can add onto your order, and don’t forget you will always get some pantry staples!
Do the dishes arrive pre-cooked?
We generally supply the 'first principle' ingredients to enable you to make your own delicious food with the help of our recipes if you need them. Sometimes we pre make certain items for you - the menu card for each week should make it clear which is which but ifyou have any questions please don't hesitate to ask us!
Can I specify what’s in my box?
Our chefs design the contents of each box around the dishes they want to help you cook to keep you happy, so unfortunately not, but you are in good hands with our chefs!
I’m not happy with the quality of the food in my box – who do I speak to?
Sorry to hear about that, please ring our customer service number on 0800 0465670.
Do you have any value food boxes?
We constantly check our box contents and their cost and nutritional value, and we are confident that we are providing great value based on the national grocery index.
How long should the food in my box last?
Each box should last for at least three days. However, the pantry staples will obviously last longer than the fresh ingredients. All food is marked with a use by date.
Will the food have sell by/use by dates on it?
Yes. All food is marked with a use by date. You will want to use the fresh ingredients by the recommended date. All pantry staples will have a longer lifespan.
Will I know what ingredients are in the food?
Yes – the majority of our products are ‘first principles’ so are the ingredient themselves. However, if there is a mix (for example a cake mix or a herb mix) the ingredients and allergens will be clearly marked. If you need any further or more detailed information than is standard, please contact us on 0800 0465670
