FAQ
Orders
What happens if I miss my two working day order deadline?
Orders that are cancelled after their deadline are subject to a 50% charge of the total order. This is because it is often too late for us to cancel what we have ordered from the grower and may lead to it being wasted.
What is my customer number?
You will find your customer number on the top left of the label that arrive on your box, please keep this number handy as you will need it to use the website and when you call us. If you need help with locating your customer number on the label click here
What is the minimum order?
If one of our Root & Branch vans delivers to you directly, our minimum order is £6.45, with Free delivery.
If you receive your Root & Branch order from a third-party courier firm, we have a range of fruit and vegetable boxes starting at £17.99, inclusive of delivery. If you do not want a box, our minimum order is £25 plus £5.99 delivery
Why are deliveries weekly or in alternate weeks?
At Root & Branch we plan our crops in advance as much as possible, which offers our growers more security and helps ensure that we get what we need. By placing a regular order you helping us to do this.
However, your commitment is only week-to-week and you may opt out or cancel at any time up to 3pm two working days before your delivery.
What happens if there is produce I dislike?
You may exclude anything you don't like or have too much of from your box temporarily or permanently. We will take up to 3 exclusions on a box and make up the monetary value of these items.
Will my orders and changes be confirmed?
When using our website, you will always receive an e-mail confirmation of any new orders, additions, changes or cancellations to your order. Please check these messages to make sure that all your details are correct.
Deliveries
Can I specify a delivery time?
Deliveries times cannot be offered because of possible traffic congestion and drivers routes changing from week to week. Most of our customers are out when we deliver and all you need to do is specify an alternative place to leave your box when you place your order: e.g. in the porch.
My order was not delivered this week
If you have not received your box then please call us within 12 hours. In the unlikely event that we have missed your order then we will get one out to you as soon as we can or credit your account.
I didn't receive a newsletter with my box
If you do not receive a newsletter one week, please let us know and we will e-mail, fax or post one to you straight away.
Packaging
What packaging is used inside the box?
We use minimal packaging inside our re-useable boxes. We have a divider inside the box made from cardboard and is returned with your box and used up to 5 times before being recycled. The box then has a clear plastic over the top to weatherproof it, this is substantionaly less packaging than what is commonly found i.e. most individual fruit and vegetables are often wrapped in plastic or wrapped in a tray.
Produce Quality and Availability
One of the items in my box this week was poor quality
We work hard to make sure that our produce is of a high standard. Sometimes a sub-standard product will slip through our net. If this happens please let us know and we will replace the item free of charge. Any complaint is taken seriously and we review our quality control procedures regularly.
Will I always receive seasonal produce?
Yes! Root & Branch are passionate about our customers receiving seasonal produce, over the past 15 years the seasons have become homogenised as more fruit and vegetables are flown in from all round the world all year round. We never air freight produce and for many months of the year a lot of our produce is grown in the UK.
How can I find out what is going to be in my box?
We list the contents of our boxes on this site every week, just click on 'This Week' above. Sometimes we have to change the contents of our boxes at short notice due to weather and crops being wiped out by it.
Sourcing
Where does all your produce come from?
We work with growers throughout the UK and all our growers are registered Organic. We source as locally as possible with our staple vegetables like Potatoes coming from farms in Essex and our apples are grown from August to January in Colchester.
For details on a specific product please Contact Us and we will be happy to let you know.
Do you sell fairtrade products?
We support fair-trade wherever we can, most of our Bananas are fairtrade and all of our coffee and tea is fairtrade.