FAQs

Can I substitute an item?

As a small veg scheme, we don’t have the resources to organise and offer bespoke bags. We champion the principles of seasonal eating and do our best to offer a variety of what's in season throughout the year. If you simply don't like something, we challenge you to give it another go with a new recipe or method you may not have tried before. 

However, if you have specific allergens, dietary requirements or just want a bit more control over which veg you receive, check out our Flexi Bag option here. It gives you the best of both worlds—fresh, seasonal produce with the power to pick!

I have an allergy. Can I still order a bag?

Yes! We don't want anyone to miss out on delicious veg because of an allergy. We are able to amend our bags for customers who may be allergic to some of the fruit or veg supplied. Please email us at [email protected] so we can discuss your specific allergy and the best options for you. We do request that only customers with real food allergies, not simply veg dislikes, contact us about this.

Can I change my bag/add extra items to my order? 

Yes, you can easily add to or change your order from your customer account. Follow these instructions:

• Click the 'Your Account' button in the top menu and log in using your username and password. This will bring up your account page
• To edit your order, select the pen & paper icon next to your existing order 
• You can change / remove your bag or add-in items to your order here as well as delaying your order date
• Save all changes

 Do note that any account changes must be made by Sunday at 11pm to take effect for the delivery on the following Thursday. Any changes made after this cut off will be available for the week after, meaning there will be one Thursday between where your previous order will still be in effect.
 
 If you increase your order value, a payment will be debited immediately via Stripe.
 
 Please note, if you don't have a valid payment method, you won't be able to place an order until this is updated.

Is there an option to add items to my bag?

We feature seasonal add-ins throughout the year, depending on what is bountiful on the farms. Please see our newsletter and social media each week for the available add-ins.

You can login to your customer account and select the Add Ins tab > Add the Item you want to receive > Select the frequency you want to receive this item & the quantity size > Add to Basket 

This will be reflected in your next Stripe charge.

Can I get a fortnightly bag?

Yes! Many customers use this option to manage the amount of veg they receive.  

If you'd like to set up fortnightly delivery, please Login to your account > Select pen & paper 'edit your order' icon > Change frequency to 'every 2 weeks' > Save Changes

Can I suspend or pause my veg bag?

Yes! We know life happens - new jobs, new babies, holidays - and you may need to take a break from weekly deliveries from time to time. If you need to pause deliveries for a week or for a while, you can do this from your customer account:

• Click the 'Your Account' button in the top menu and log in using your username and password. 
• Select the profile icon > holidays
• Tick the box for any dates you would like to register a holiday
• If you would like to donate your bags to the food bank when you are away, you can also register this preference here.

Do note that any account changes must be made by Sunday at 11pm to take effect for the delivery on the following Thursday. Any changes made after this cut off will be available for the week after, meaning there will be one Thursday between where we may still deliver your bag. 

How do I change my collection point?

Changing your collection point is easy from your customer account

• Log in using the 'Your Account' button in the top menu
• Click on the profile icon > collection point
• Select your preferred collection point here > Set collection point

Do note that any account changes must be made by Sunday at 11pm to take effect for the delivery on the following Thursday. Any changes made after this cut off will be available for the week after, meaning there will be one Thursday between where your previous collection point will still be in effect. 

How do I know which bag I am getting each week?

You'll receive an automatic email to confirm your order which shows exactly what bag type and any add-ins you have purchased. There is also a printed list at each collection point that shows your name and which bag you are receiving that week. You can also log into your account for this information.

Can I order a fruit bag only?

No. Fruit bags are supplementary bags that can only be ordered with a veg bag.

I forgot to cancel my bag? What do I do?

Email us as soon as possible and we will be able to donate your bag to the food bank. It will not go to waste and will go to someone who will be very grateful for it.

How do I set up a Stripe payment?

We charge on a weekly basis.
 
When you sign up and place an order, you will be asked for your payment method and details to set up your Stripe payment method. Growing Communities does not have access to this information.
 
If you didn't manage to setup a Stripe when registering, you can do this in your account.

• Log in using your username and password. This will bring up your account page
• Click on the 'Profile icon button in the top menu
• Click on Payment Methods
• Click on the Add a Payment method button
• Complete all fields and confirm details

When is payment taken?

We charge for the following week the Sunday prior at 11pm. We are unable to process orders without a payment method registered.

We're not for profit and greatly appreciate you keeping your payment methods up to date so we can pay our farmers and staff.

How much does each bag cost?

Details about all of our bag types, including example contents and weekly costs, can be found on the Our Bags page. Our most accurate information can be found there.

When you register for a weekly veg bag, you will be directed to setup a direct debit with Stripe. Payments are taken weekly or whenever you change and confirm a new order

How much produce is in each bag?

Details about each bag type, including example contents and costs, can be found on the Our Bags page. You can also view the bag contents for each week via our Storefront page.

Below are general guidelines for what we strive to include on a weekly basis in each bag. The contents is seasonal, and will change week to week throughout the year and follow what is available from our farmers and suppliers. Please use this as a guideline only.

Small (Yellow) - A selection of 6 varieties of seasonal produce
Small no potatoes (Green) - A selection of 6 varieties of seasonal produce
Standard (Blue) - A selection of 8 to 9 varieties of seasonal produce
Standard no potatoes (Red) - A selection of 8 to 9 varieties of seasonal produce
Veggie++ (Purple) - A selection of 12+ varieties of seasonal produce
Fruit (Brown) - A selection of 2 to 3 seasonal fruit varieties

I have an issue with my bag

If there is ever anything less than perfect with your bag, please let us know. We want to make it right and have you enjoying our veg as a happy Growing Communities customer.

Please email us at [email protected] if you can’t find the right bag at your collection point, an item is missing, or you have any questions about quantity or quality. We are here to help!

My produce was damaged

We work hard to bring you fresh, high-quality produce and our packing team quality checks all veg before going into your bags. However, things happen and if there is ever anything less than perfect with your bag, please let us know. We want to make it right and have you enjoying veg as a happy customer.

Please email us at [email protected]so we can look into the issue and resolve it with you. We are here to help! 

What to do if my bag is missing?

If your bag is missing, please first check your name is on the list. If your name is not on the list, you do not have an order to collect that week and you have not been charged.

If your name is on the list, pop us an email at  [email protected]and we will refund the missing bag.

Please do not take a bag of a different colour.

What’s in my bag?

You can see which veggies are coming to you this week on our Storefront page.
or Instagram(link is external). Customers receiving an order will also be sent this information on a Sunday night in their confirmation email.

Be sure to also stay subscribed to our customer newsletter that arrives each Thursday with the latest bag information

What’s in season?

That depends on the season! Eating seasonally celebrates eating the right food at the right time of the year. Seasonal vegetables taste better because they are grown when and where they should be and are packed with the nutrients and minerals our bodies need at particular times of year. Additionally, seasonal eating is better for the planet as growing in season requires lower levels of artificial inputs and transportation across long distances.

To always be in-the-know with seasonal veg, download our handy UK Seasonal Veg Calendar here(link is external).

This is a guide only and not a comprehensive list of all the fruit and vegetables that we supply. As weather and nature are unpredictable, some crops may shift beyond these guidelines.

What’s the weight of the bag each week?

There is no set weight for each bag, and it will vary greatly throughout the year. Summer salads and tomatoes will weigh much less than winter root vegetables, for example.

The price of veg is also not relative to the weight. For example, £1 worth of lettuce weighs far less than £1 worth of beetroot, so in the summer months, bags may be lighter but will still maintain the variety and quantity of other months. 

The price of the produce changes as the season changes too. For example, at the beginning of the spring season, the cost of new potatoes and carrots is high, and comes down later in the season, so you may get more as the season progresses.

Where do you get your produce?

We’re committed to sourcing from farms and suppliers as local as practicably possible. We receive most of our veg via the Better Food Shed, the wholesale arm of the Better Food Traders.

You can view a list of our current providers on our Farmers page.

We guarantee these farmers and producers a market for their veg and ensure they get the best price for their crop. Along with what will be in your bags, we list the farm or supplier for each item, so you will know each week where your food comes from

Why do you use plastic?

We have taken great steps in reducing our use of plastic packaging. In March 2018, we moved all of our bags to 100% reusable bags. Many of our suppliers have also shifted to using compostable plastic or paper bags for more delicate items. Anything we packages ourselves will be in compostable plastic or paper bags.

Occasionally, a supplier may send us leafy, highly perishable greens packaged in plastic. This is because it is the best way to maintain and preserve the quality and freshness of these greens that would otherwise spoil in transit or delivery and arrive to you inedible. Our supplier for many leafy greens, Wild Country Organic(link is external) has written more in depth on this topic. If you receive a plastic bag, we ask you to reuse it. When it comes to the end of its usefulness, many supermarkets have bins that will accept these types of bags for recycling.

For a local scheme like ours, change can take time. Logistically and financially, we feel change more than larger box schemes and we are working to keep single-use plastic out of our bags where we can.

When will my bag be delivered?

We deliver on Thursdays and bags are available for collection from 3pm. Do be sure to consult the collection times for your specific collection point for opening and closing times.

Can I collect my bag on Sunday?

We guarantee our bags until the close of business on Friday for each collection point. 

Some collection point staff clear out the veg after this time to avoid waste and issues with pests. Some points are unmanned and will still have remaining bags there on Sunday. The veg may not be its best at that point, but you are still welcome to collect it. 

We are only able to help with missing bags or quality issues for bags collected within our guaranteed time frame.

My name is not on the list at the collection point. What do I do?

If your name is not on the list at the collection point, please do not take a bag. You are not in our system for delivery that week and we have counted enough bag numbers only for the people on the list. Please call, text or email us from the collection point and we will look into it for you.

Why is there a separate £5 charge when I sign up?

The £5 is a one-off charge for our reusable bags. 
 
As a not-for-profit, our profits are used to pay our staff a fair wage, and our suppliers a fair price.  
 
By asking for a £5 contribution towards reusable bag costs, we can stay true to our sustainability beliefs whilst ensuring that the same level of financial support flows to the farms we work with. 

How do I cancel my order?

You can cancel your orders using the below steps. 

Login via Your Account > click the 'Edit' button next to your regular bag order > select 'Remove'. This will empty your basket and cancel all future orders.

We’d really appreciate you getting in touch via [email protected] with your reasons for leaving and any feedback you might have.

As a small, not-for-profit organisation, your words are hugely valuable to us. We are always looking for ways to improve our services and keep our customers happy.

I am no longer a customer. What shall I do with my reusable bags?

Please return your bags to any of our collection points. We would love to have them back - our system depends on them.

What is your email address and phone number?

[email protected]

07808 651665