ORDERING
➤How far in advance can I order?
Orders can be placed up to 7 days before delivery.
➤What’s the cut-off time for placing my order?
The cut-off for placing your order at rfnv.co.uk is 10pm the night before your chosen delivery day.
➤How can I check that my order has been placed?
When your order has been placed successfully, we’ll send a confirmation to your account email address. This will be closely followed by a payment receipt. It’s worth checking your spam/junk folder for these emails if you can’t find them in your inbox as they are occasionally classified incorrectly. You can also ensure that your order has been placed by checking the orders section of your account page.
➤Can I add to my order after it has been placed?
You can add to your order using our Add-On functionality. Simply add the items you require to your basket and take them through checkout as usual. On the delivery page of checkout you’ll see the option to add to your existing main order. Add-Ons cost 30p; there is no minimum spend. The deadline for placing an Add-On is 10pm the night before the delivery day for your main order.
➤Can I remove an item from my order after it has been placed?
There is currently no way to do this through our website. Instead, you should contact us as early as possible and we’ll do our best to cancel the relevant item before delivery.
➤Can I change my delivery day after I have placed my order?
We can occasionally adjust delivery days for you. If you would like to change your delivery day after your order has been placed, please email orders@rayleighfruitnveg.co.uk as soon as possible.
➤Why can’t I place my order?
First, please check that you've provided a valid postcode and that your order is above the minimum spend for your area. Alternatively, it might be that we have reached our delivery cap for your desired day. Get more information about delivery slots just under the 'How It Works' section of the rfnv.co.uk home page.
➤Why do I need to specify a Safe Place?
We need you to tell us where we can leave your delivery if it’s very early in the morning, if you’re out or if you’re not able to get to the door. To save you from typing this in each time you take your order through checkout, you can set up a default safe place in the Delivery and address details section of your account page.
➤What happens if one of the items in my order becomes unavailable?
If for some reason we cannot fulfil your order in full and one or more items are unavailable, we will substitute (if appropriate) or arrange a refund.
➤Can I see a list of the items that I frequently buy from rfnv.co.uk?
You can see items that you frequently buy from rfnv.co.uk in the My Items area of the produce page. This is a great way to start quickly filling your basket with the items you order week-in week-out. Also in My Items, you’ll find the ‘Same Again Please’ button. Use this button to add every item from your last order (in the same quantities) to your basket. Items that are no longer available will not be added to your basket.
➤How do you keep my card details safe?
We use Stripe to process payments on rfnv.co.uk. Stripe uses world-class security tools and practices to ensure your card details remain safe. Find our more here. Additionally, we give customers the option of whether to allow our website to save entered card details. If you want to save yourself the trouble of typing in your card details for future orders, you'll need to tick the 'Save payment details from this order for future use' checkbox on the payment page of checkout; we don't do this automatically.
➤How can I save my card details so that I don't have to type them in next time?
When adding your card details in checkout, tick the 'Save payment details from this order for future use' checkbox towards the bottom of the payment page. You can also save payment cards to your rfnv.co.uk account by adding them in the ‘Active cards’ section of your account page.
➤Why have my saved cards disappeared?
Cards can be archived in the ‘Active cards’ section of your account page. If your saved cards have disappeared and you didn’t archive them yourself, it could be that they passed their expiry date. Alternatively, they could have been archived automatically if you made changes to your saved address details. When customers change their address details, we have to archive their saved cards. This prevents payments on saved cards being declined as a result of the order billing address no longer matching the billing address associated with the card.
➤How can I save my address details so that I don't have to type them in next time?
When adding your address details in checkout, tick the 'Save my address' checkbox towards the bottom of the address page. You can also save address details to your rfnv.co.uk account on your account page.
➤Can I do a one-off/occasional order to a different address?
You can. Simply change the shipping address for your order on the address page of checkout. If you won't be using the address next time you order from us, simply leave the 'Save my address' checkbox unticked. If you need to place an order for a different address on a regular basis, consider setting up a separate account to avoid accidentally ordering to the wrong address.
➤Do you do wholesale / business deliveries?
Yes. Please email orders@rayleighfruitnveg.co.uk for details including pricing.
DELIVERY
➤Do you deliver to my area?
We deliver to SS5 and SS6. Click here to see find out whether we deliver to your area, when we delivery and what your minimum spend is.
➤How much do you charge for delivery?
We don't charge for main orders, only for 'Add-Ons'. To keep things this way, we group deliveries together by postcode and apply a minimum spend. Click here to see which days we deliver to your area and what your minimum spend is. Add-Ons cost 30p.
➤How do I find the minimum spend for my area?
Click here to see which days we deliver to your area and what your minimum spend is.
➤Which days do you deliver to my area?
Click here to see which days we deliver to your area and what your minimum spend is.
➤Why is my next delivery day unavailable?
Unless RFnV is closed (usually only on bank holidays and between Christmas and New Year), this is probably because our delivery slots have sold out for that day. Demand for deliveries is always high so we cap the number of orders we will accept for delivery on any given day.
➤How can I find out how many delivery slots are left?
Check the blue box towards the top of the home and produce pages.
➤What time will you deliver my order?
Your order will be delivered in the morning (or very occasionally a little after midday) on your chosen day of delivery. We will leave your delivery in your designated safe place and put your order inventory through your letterbox to let you know we've delivered.
➤Would you like the delivery box back?
As a company we're tough on waste, so we love to reuse boxes (whether they’re cardboard, wood or plastic). If you've got somewhere convenient to store your box we'd be delighted to collect it next time we deliver to you and put it to good use again.
PRODUCTS
➤I’m looking for a specific item. What’s the best way to find it?
The items we sell are listed along with their prices on the produce page. We sell several hundred lines so if you're searching for a specific item, our search tool is probably the quickest way to find it. You can find the search tool on the produce page just below our sections/departments menu. Our search tool is also perfect for seeing and comparing every variety of a certain fruit or veg item.
➤Where do you get your fresh produce from?
The vast majority of our fresh produce is bought at New Spitalfields Market in London in the early hours of the morning before being delivered to customer homes. It is hand-selected and very fresh. Occasionally, we source seasonal fruit and veg directly from local producers.
➤How fresh is the fruit and veg?
Most of our fresh produce is bought at market in the early hours of the morning before it is delivered to your home. This means that it has likely been in the supply chain for a very short time. Customers report that our produce typically keeps several days longer than fruit and veg bought from major supermarkets.
➤Do you sell organic produce?
Since moving online, we have not been able to get a reliable enough supply of organic produce to be able to offer it on the website. Some of the produce that we deliver is organic anyway but we’re not able to guarantee it. Our produce is bought from market each morning and we don’t always use the same suppliers. We maintain very high standards of quality, freshness and value; adding a guarantee that a certain item will be organic isn’t possible at the moment.
➤Do you sell mixed boxes of fruit and veg?
Not at the moment.
➤Do you offer gift products (such as fruit baskets)?
No. We don’t offer specific gift products. However, there’s nothing to stop you putting together a gift order and having it delivered to the address of your choice (within our area of coverage).
➤I’m trying to cut down on single-use plastics. How can I avoid this sort of packaging when shopping at rfnv.co.uk?
Many of the items on rfnv.co.uk are labelled as plastic-free. We show this by adding a blue wave icon to the top-right of the item’s picture on the produce page. Our plastic-free items are delivered to you without plastic packaging. They are also free from plastic packaging from the moment we first set eyes upon them. We have no reason to believe that they are stored or transported in single-use plastics earlier on in the chain. If you think we've listed an item in error, please tell us about it by emailing orders@rayleighfruitnveg.co.uk.
➤How can I find out more about where the fruit and veg was grown?
Most items on rfnv.co.uk are marked with their country of origin. You can find the flag of the country of origin at the bottom left of an item’s image in the produce area of the website. We know that many customers like to use this information to inform their food miles decisions so we allow users to filter the produce pages by place of origin. The dropdown above item lists allows users to see items for the UK only, items from the UK and the EU, or all items.
➤What do the green class tags on fruit and veg listings mean?
In the UK, businesses that sell fresh produce are required to label fruit and veg by class. In short, Class I means ‘good quality’ whilst Class II means ‘reasonably good quality’.
➤How can I sort items on the produce page?
The ordering dropdown above item lists on the produce area of the website allows you to order items by popularity, by how recently they were added to the website, and alphabetically.
➤How does Rayleigh Fruit n Veg reduce and take responsibility for its impact on the environment?
We reduce the use of single use plastics as far as possible and reuse delivery boxes. We group deliveries by delivery area to minimise road miles. We give customers the opportunity to buy produce that might not usually make the cut but which is perfectly good for soups or smoothies. Additionally, we support customers to make informed buying decisions by telling them which part of the world their fruit and veg is coming from and whether it will be packaged in plastic.
MY ACCOUNT
➤How can I change my account email address or password?
Go to rfnv.co.uk/account. The top section allows you to edit your login details.
➤How can I find out whether I have any account credit?
Occasionally, we add credit to a customer's account (to refund an unavailable product, for example). To find out if you have any unspent account credit (and to see how much) go to the credit section of your account page.
➤How can I change my default payment card?
If you have any saved payment cards, they will be listed in the ‘Active cards’ section of your account page. You can choose which one of these cards is selected as default by clicking its ‘Make default’ link.
➤How can I add a new payment card to my account?
There are 2 ways to do this: If you place your orders manually, the easiest thing to do is simply to add a new card when you checkout your next order. On the payment page of checkout, you can add details of your new card. Remember, to tick the checkbox labelled 'Save payment details from this order for future use'. Alternatively, you can add a new card in the Active cards section of your account page. For this second option, please note that your newly added card won't automatically be made your default card; you'll have to set it as default separately.
CUSTOMER SERVICE
➤I think something is broken on the website. Who should I tell?
Please email orders@rayleighfruitnveg.co.uk.
➤I have a technical query about how the website works. Who can I contact?
Please email orders@rayleighfruitnveg.co.uk.
➤Something is missing from my delivery. Who should I contact?
Our most closely monitored contact channel is orders@rayleighfruitnveg.co.uk. Please let us know as soon as possible and we’ll put the issue right as quickly as we can.
➤I would like to provide some feedback? How can I do this?
Feedback of all kinds is hugely important to us. Whether you just want to drop us a brief thought or you’ve got a longer idea, email us at orders@rayleighfruitnveg.co.uk.
CONTACT DETAILS
➤What’s the best way to get in touch?
If your enquiry is urgent, please email orders@rayleighfruitnveg.co.uk. If you need to write to us, our registered address is Barleylands Farm Shop, Southend Road, Billericay, Essex, CM11 2UQ.
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