Frequently Asked Questions at Our Produce

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What is the £10 annual subscription fee?

There is a £10 annual subscription cost to using this service which contributes to the cost of the crates and packing materials, which means you don’t have to pay for it in the cost of your food. If you try the service and don’t like it, you can get a full refund of the subscription charge within four weeks of your first order subject to the return of any crates, cool bags and ice packs that have been issued to you.

When do I pay my £10 annual subscription fee?

The fee is added to the cost of your first order and then again to the first order after each anniversary. The initial fee is fully refundable within four weeks of the first order should you wish to stop using the service, subject to the return of all crates, cool bags and ice packs you have been issued with.

When do I return my crates, cool bags and ice packs?

The easiest thing to do is take them back to your chosen collection point when you collect your next order, but they can be returned to any Our Produce collection point at any time they are open to receive them.

Why does the deadline for orders have to be midnight on Monday?

Our Produce buys in everything fresh; many of the products are prepared especially for you, quite often by small, home-based producers. These producers need to have sufficient notice to know what they need to make ready in time for your order. We hope you don't mind being organised; it means we can can gather everything together and bring it to you as fresh as possible.

Can I change my order?

A collection point is an existing business or organisation in the heart of the community, which has agreed to act as an agent for Our Produce. They are open at convenient hours, have suitable car-parking and are able to store your orders during the collection time slot for you to come and collect. They will take payment from you if it is due and generally give you any help you need. They will act as the focal point of the local network in that community.

Any changes you need to make before the Monday midnight deadline are easily made but must still be requested via Jenny; there may be some amendment to the value of the order we will need to sort out.

If I choose to pay by credit card, what happens if the actual value of my order is less than the amount that has been charged to my card?

This may happen if, for example, an item is unavailable and then a credit would be due to your account. If the amount is more than £10.00 we will refund that amount to the card you have paid with. If it is less than £10.00, a credit will be placed on your account to be deducted off your next order. If at any time you are unhappy with this arrangement, you may contact Our Produce through the contact us section of the site and we will arrange for the amount to be paid back to you.

What if I have chosen to pay by credit card and then want to add something to my order?

You may add things to your order by contacting Our Produce. If the amount is less than £10.00 we will add a debit to your account, so you will simply find that sum added to your next order. If the amount is more than £10.00, we will ask you to pay the difference by cash or cheque on collection.

What is a collection point?

A collection point is an existing business or organisation in the heart of the community, which has agreed to act as an agent for Our Produce. They are open at convenient hours, have suitable car-parking and are able to store your orders during the collection time slot for you to come and collect. They will take payment from you if it is due and generally give you any help you need. They will act as the focal point of the local network in that community.

Which collection point should I choose?

Chose the collection point that is most convenient to you. It may not be the closest, because another one may be on a regular route you take at a set time each day or week.

Do I always have to use the same collection point?

You will nominate a preferred collection point, which you expect to use most often, but you can choose to change this when you confirm your order

What if I want to change my order in any way?

You can change or cancel your order or change your collection point any time up until midnight on the Monday prior to delivery.

What if there is a problem with my order when I've collected it?

If you are still at the collection point, see if the agent there is able to help you solve it. If not, simply email or telephone Our Produce using the details in the contact us section of the website and we will do everything we can to resolve the problem.

What happens if I can't collect my order when I said I would?

If you know you are going to have difficulties then see if you can contact a friend or neighbour to collect your order for you. If that isn't possible, contact the agent to let them know and they may be willing to hold on to the order for you for a little longer (but not beyond their hours of business). Please be aware that Our Produce will not guarantee the freshness of your order beyond the specified collection times.

What happens if I forget to collect my order?

The collection agent will telephone you on the contact number provided if you have not arrived before the end of the collection slot. However, as it is your shopping, we will still expect you to pay for it if you don't collect it.

Can I become a collection point?

We are always looking to expand the Our Produce network and need new collection points in areas that are not already served. You need to be an organisation that can hold the goods, has suitable car-parking facilities and be manned at an appropriate time. If you are interested please talk to us using the details on the contact us section of the website.

What is a hub?

A hub is the centre of the network, and sources all the food, receives and collates all the orders and then distributes them to collection points. The hub is the business, which operates the franchise covering a set geographic area containing the network of collection points.

Can I set up an Our Produce hub in my local area?

Our Produce intends to operate a franchising operation for new hubs to set up Our Produce operations in their own local areas. Please contact us if you have a passion for locally produced foods, and want to offer this facility in your own part of the country...you will also need to have a suitable premises and be able to establish your own network of local suppliers, collection points and customers!

Do I have to place an order every week?

Absolutely not, but we hope you'll get so hooked, you'll want to! You can place orders as often as you wish; obviously the more often you order the better value you'll get out of your £10 annual subscription, but there is absolutely no obligation on you to order any set amount of times. If you are not planning to order for a while for whatever reason, it would be great if you could just return your crates etc to a collection point so they can go back into the system for re-use!