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Frequently Asked Questions

Account Alcohol Collection Delivery DirectDebit Packaging Personal Products StandingOrder

Account

Where can I view my account information?

All statements are available online, after you have logged in you just need to click the 'My Account' button at the top of the page. Or you can email for a copy of your account: enquiries@farmerschoice.co.uk

Where can I find information regarding the special offers and discounts I am entitled to?

All information for discounts and special offers can be found under the terms and conditions, which is available to view online.
The amount of discount you receive on an order should show as you are adding items to your cart,
the total amount is then checked once the order has been downloaded and all criteria,
underlined in the terms and conditions, have been met.

Why can't I log on to place an order?

We may have an old email address for you, an incorrect spelling within the email address or a dot, dash, hyphen or underscore in the wrong place.
Please call us or email us the details (please include customer number) and we will amend and uodate your email address

What do I do if I want to raise a complaint or escalate it further

We will initially follow our Product and Service Complaints Handling Procedure. This is available upon request via email or letter.

If your complaint has not been resolved following this procedure please feel free to contact:
Citizens Advice - https://www.citizensadvice.org.uk/ or a certified Alternative Dispute Resolution (ADR)
Provider - www.theretailombudsman.org.uk/contact/
or see https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.adr.show

Please note that we are under no obligation to use any (ADR) provider and if your chosen ADR provider request fees from us to process your complaint we will request your premission to deduct this fee to your account.
As we are under no obligation to use any (ADR) provider, will are not bound by their decision.

Do I have to order every month?

No - you can order whenever you want to.

Will you automatically deliver to me each month?

No - We can only turn up with an order if you have placed it before hand.

Why the monthly payments

We encourage people to pay a monthly payment instead of cash as it enables them to budget properly and also helps us to pay our farmers on a regular basis rather than having them rely on market prices when they are ready to sell.

Why pay monthly, I might not want to order meat and fish every month

That's not a problem ...customers tend to order every couple of months, but they budget monthly as they are paid monthly.
On occasions they may have a debit or credit balance ... it doesn't matter as it tends to average out, a couple of payments accumulated in the summer goes a long way towards the winter orders and Christmas.
You can order whenever you want to and on top of this debt is extended upto 2 x times the value of your monthly payments plus / minus any credit or debit in the account, this depends upon your package and payment amount, view your package details within the my account section of our website.

I do not like the idea of setting up a monthly payment to become an Easy Monthly Payment Service customer ... why should I do so?

You are perfectly free to ignore the EMPS system if you wish.
But our EMPS customers benefit in a number of ways:

1) free delivery for orders over the minimum value
2) Free credit to order up to your credit ratio times the amount of your monthly payment plus the balance on your account. See your scheme package for credit ratio.
3) special offers sent by e-mail
4) no interest charged on negative account balances

How long is my agreement with Farmers Choice?

There is no minimum term. You are perfectly free to order in the quantities you want and whenever you want, with no ties
however if you cancel payments with a credit balance, you are committed to take further orders until this sum has been spent.

What penalties apply if I leave Farmers Choice?

There are no penalties.
Any debit balance in your account will have to be cleared by a final payment.
Any credit balance in your account is used to buy meat/fish.

Can I have a joint account with my parents?

Accounts are per household and monthly payment can only come from just one bank account so how you share costs will be your own affair.
However, please e-mail us with further details and we'll be pleased to see if there's anything we can do to help.

Alcohol

What Is Challenge 25?

Challenge 25 is a scheme that encourages anyone who is over 18 but looks under 25 to carry acceptable forms of ID when they want to buy alcohol.

What are your acceptable forms of ID for purchasing alcohol?

Under Challenge 25, the acceptable forms of ID we accept are; a photo driving license, a passport or a proof of age card - such as the PASS card from the national Proof of Age Standards Scheme.

What happens to my Order if I am not at home to receive it?

Local Delivery - Farmer's Choice Drivers If you have ordered alcohol along with your weekly shopping and you are not at home to receive the delivery, by law, we can only leave the alcohol if there is an adult there to receive it or acceptable ID is shown to our drivers (Challenge 25). If an adult is not present your weekly shop will be left but the alcohol will be returned to Farmer's Choice. Courier Delivery - APC If you have ordered alcohol together with your weekly shop and there is no-one to sign or no adequate ID could be provided (Challenge 25) your weekly shopping will be left but the alcohol will be returned local hub/depot for APC and will need to be collected by you. You will need acceptable forms of ID when collecting.

What if I have opted to Click & Collect my order and have purchased Alcohol ?

You will need to provide your confirmation email along with acceptable ID ie picture driving license, passport or a PASS card.

How Can I Pay for Alcohol?

Payment can be made either through your account Direct Debit or Standing Order or we can accept payments by Paypal or Credit Card online. Unfortunately, we do not accept Debit Card payments.

Do You Stock Organic Wines/Spirits and Beers?

Yes, we offer a range of local organic and gluten free options, but please look out for the symbols online or feel free to ask one of our customer service team, who will be only too happy to talk you through our range - 01489 583828.

Collection

How do I select the option to Click and Collect?

Login. Select the items you want and add them to your basket. When you have finished shopping Select Click and Collect and select a date. It's that simple!

What do I need to bring with me?

Please bring proof of ID and/or your comfirmation email from Farmer's Choice when you collect your order.

Can someone else collect my shopping for me?

Yes, if they bring with them a copy of the confirmation email. Without this, they will be unable to collect the order.

What happens if I am late for my order?

All collections must be collected on day selected. Ambient and Frozen goods will be restocked and money refunded but Fresh items cannot. No refund will be given on Fresh items, you will still be charged

What happens if I am early for order?

No orders will be ready until 1pm.

Will my shopping be boxed up?

Yes

Delivery

Courier UK Next Day deliveries

If your delivery address is in the Scottish Highlands & Islands, Isle of Man and Northern Ireland, we will NOT be able to offer a next day delivery, therefore any order placed will be cancelled. For Pay As You Go Customers, the delivery address must match the registered address of the payment method used for payment. For Account Customers who pay a monthly sum, an alternative address may used, if first registered with us in writing or entered via the web site into their 'address book'. All orders shipped by 'UK Next Day' courier service must be signed for at the place of delivery. However, to cover a 'no reply' situation when the courier calls with your order, you will need to choose a 'can be left' option when making an order. This is because your order is deemed as perishable and has to be left at your premises whether you are there or not. The courier is not in a position to return the order to us or call back later to you. We will therefore not be seen as responsible for an order that has been left as instructed but not signed for.

How do I change my delivery address information?

You can either give us a ring in the office on 01489 583828 with the new details, or send us an email via our address: contactus@farmerschoice.co.uk Please inform us of the new address in full, any new contact telephone numbers and a new location where deliveries can be left.

What if I'm not in when my meat is delivered?

Our delivery drivers will leave your package in a safe place - which you can decide upon by selecting from a drop down list on the ordering page.

Why will my meat be delivered frozen?

We blast freeze all orders before they are despatched in our freezer vans. This ensures the meat gets to you in great condition and saves you the hassle of having to freeze it. Just pop it straight into your freezer -it couldn't be easier!

If I do not live in your local delivery area who delivers to me?

We now deliver across the country and we use a courier service. They deliver before 12.00pm on Tues, Weds, Thurs and Fridays, but you must select 'Will Be Left Somewhere Safe or With a Neighbour' for the box to be left in case of no reply.

How do I get a Free Delivery

If you are an active monthly payment customer you receive your order free of charge if it is above minimum order value. If you are a pay as you go customer a delivery charge will apply see our delivery page for more information.

Can I send a gift to a relative or friend

Yes, simply go to the address book within the
My Account
section of our site, select
Add a New Address
then enter your friend's address. This will be stored on your account for you to use at anytime. Please don't forget we will courier the goods to you but delivery days are Tuesday - Friday between 8am - 5.30pm and we must have a safe place for the goods to be left and a contact number.

How is the meat packed for a Courier Delivery?

We line all our courier delivery boxes with Woolcool. Woolcool liners are produced using pure wool from British sheep, an innovative use of a truly natural resource. Woolcool has been independently proven to keep food contents at the required temperature for longer than conventional materials - at least 24 hours.

DirectDebit

What is the Direct Debit Guarantee?

1 This Guarantee is offered by all Banks and Building Societies that take part in the Direct Debit Scheme. The efficiency and security of the Scheme is monitored and protected by your own Bank or Building Society.
2. If the amounts to be paid or the payment dates change Farmers Choice Free Range Ltd will notify you 10 working days in advance of your account being debited or as otherwise agreed.
3. If an error is made by Farmers Choice Free Range Ltd or your Bank or Building Society, you are guaranteed a full and immediate refund from your branch of the amount paid.
4. You can cancel a Direct Debit at any time by writing to your Bank or Building Society. Please also send a copy of your letter to Farmers Choice Free Range Ltd otherwise you may be charged for non-payment of a direct debit.

How do I amend the value of my Direct Debit?

If you wish to change the value of your Direct Debit you must give us 10 working day's notice.
If your payment is due within 10 working days, then the change cannot be actioned until next month's payment.

What happens if I miss a direct debit payment or it is recalled by my bank?

If this happens we will re-submit your payment at a later date. A letter will be sent to your home address to inform you that this has happened along with a set of additional re-submission dates.
If a payment is rejected on two consecutive occasions a charge will be applied to your Farmers Choice account.
(For further details see our current Direct Debit Charges).

What if I want to change banks that my direct debit is taken from

You must give 10 or more working days notice in order for us to set up the changes with all the new information.
Make sure that your new bank account is held in your name, allows Direct Debit payments from it and you are able to authorise the transaction.
You will need to complete a paper Direct Debit Mandate.
You can request a paper Direct Debit Mandate Online www.farmerschoice.net or telephone 01489 583828 and have one posted to you.

How do I cancel my Farmers Choice direct debit account

You will need to write to us either by letter, email or fax to confirm your intention.
If we receive your written letter of cancellation and a payment is due within 10 working days then this payment will still be processed.
If your account is in debt we will settle your account with a final Direct Debit payment for the outstanding amount showing on your account.
You will receive a letter from us to this effect clearly stating the remaning balance due and the date for this final payment.
Once we have received your written confirmation we will then write back to you confirming the credit/debit status of your account.
If your account is in credit at this time then you place a final order/s to this value as refunds of credit balances are not due.

Packaging

How does woolcool® work?

Woolcools® superior insulative results are due to the natural properties of the wool fibres themselves.

Like other insulation materials,woolcool® fleece liners work on the principle of trapping still air to reduce the rate of heat transfer. woolcool® takes this a huge step further - the wool fibres actually "works" controlling the moisture content in the box,keeping the goods cold for longer.

Wool fibres are hygroscopic (absorb and release of air borne water molecules)- wool can hold up to 35% of its own weight as moisture. This controls the humidity in the box, creating a natural cooling effect.

A further benefit, is that this significantly reduces condensation build up in the box, which with other boxes can result in the goods sitting in puddles of water.

More..

What is woolcool® insulation made of?

100% felted sheep's wool, sealed within recyclable food-grade polyethylene wrap.

How is woolcool® made?

British sheep's fleeces are naturally washed, scoured and felted to get the insulation material to the required thickness, which is then cut into strips and sealed within recyclable polyethylene food-grade wrap.

How does woolcool® keep contents cool?

Wool fibres are incredibly effective at absorbing moisture from the air which minimises humidity and condensation to maintain stable temperatures. The recyclable food-grade wrap which encloses the wool in woolcool is micro-perforated to allow the fibres to breathe and create a natural cooling system.

Is the wool hygienic?

Yes. Through the natural washing and scouring process, the wool is safe enough for a baby to sit on, without any chemicals, additives or the need for further sterilisation. Also, wool does not harbour dangerous chemicals, dust or mould that can lead to allergic or other reactions. The wool is also sealed within recyclable, food-grade polyethylene wrap to prevent the fibres coming into direct contact with packaged contents.

Does the wool smell or taint foodstuffs?

No. After the natural washing and scouring process, the wool only has a similar smell to a new, pure wool jumper! It is also sealed within recyclable, food grade polyethylene wrap to prevent contents coming into direct contact with the wool fibres.

Is the wool British?

All the wool used is from the fleeces of British sheep, helping to raise the value of wool in the UK, supporting British sheep farmers and rural communities. Woolcool is also processed and manufactured in the UK.

Can woolcool® be recycled?

The wool is sustainable, recyclable, compostable and biodegradable. The food grade wrap is also recyclable.

Personal

How do I change my email address?

You can either give us a ring in the office on 01489 583828 with the new details or send us an email via the website or enquiries@farmerschoice.co.uk.
You can change your email address at anytime, once you have logged in online by going to My Account then My Details and then amend your email and update.

How do I change my account address?

We can ONLY change the account address on written request (email is acceptable) to enquiries@farmerschoice.co.uk.

Where can I find my customer reference number and password?

Your customer number is always printed in the top left hand corner of your delivery advice note above your name and address. It can also be found on any emails or statements we send you. If you have forgotten either your customer number or password, we can send you reminders by email if you click the 'Login' button and follow the instructions down the left hand side of the page.

Can I add addition delivery addresses?

You can add new addresses to your address book by login to our site and going to the My Account section of our webite.

Products

Where can I find cooking instructions for the convenience items?

These can be found online under the recipes section or if not available you can send us an email to the normal address.

Why do you emphasise 'free-range' and not 'organic'?

We are more concerned about the welfare and well-being of our animals.
Organic stock may be reared indoors, rather than in normal out-door conditions ....
but we prefer our stock to be raised outside in a natural environment, enjoying all the benefits.
Due to the pricing structure, many people seem to regard 'organic' as being a higher level than free-range; but we prefer to offer free-range meat that has been raised in good circumstances for the animal and if it also happens to be organic then we regard that as a bonus.

What is the minimum I can order?

There is no minimum. But, to avoid delivery charges our Easy Monthly Payment Service (account) customers order a minimum of £25 each time ... and our Pay As You Go (cash) customers buy a minimum of £75 meat. In any event, the delivery charge is just £7.50 - but we prefer not to have to charge anyone for delivery.

How is the meat packaged?

We believe in using the minimum of packaging.
Each joint will be vacuum-packed.
Zip backs are used for multi-packs of sausages, chops etc.
By keeping packing to the minimum you can get more in your freezer.

Why are the joints vac-packed?

It seals in the juices in the meat to retain the flavour - and as an additional benefit takes up less space in your freezer!
I only have a small freezer and I don't want to buy in quantity.
Due to the way we package the meat you should find that you could get more in than you expect.
Part of your order might not go into the freezer ... you may put it straight into the fridge to defrost, ready to eat tomorrow!

Your sausages seem different to most that I have tasted. Why?

Sausages are obviously different from 'meat' as they are made to a recipe.
Our sausages are made with lean meat and little fat, so they tend to be more solid than conventional fattier sausages.
Some customers love them, some don't ... but many customers have 'acquired' the taste and now prefer them.

Where is Farmer's Choice meat sourced from?

We take our produce from only the best British free range family run farms that meet our high standards and allow their animals to live in conditions we approve of. We want our animals to be raised fairly with freedom to roam in the open air when they want to. Allowing them to live in a happy environment is better for them and for us. We always use the nearest abattoir to each farm some of which are on the farm, we also only use abattoirs that practise humane slaughter methods. We don't sell any meat that is killed using the Halal method. We run a completely transparent policy and we are proud to provide all orders received with a confirmation email that includes full traceability information, this includes the farmers name and the abattoir number used for each product/cut that you purchase. At Farmer's Choice we have strong feelings regarding animal welfare and this includes every part of process especially the abattoir. We do our best to ensure our meat comes from happy animals that enjoy natural lives and are treated with care and respect. For more information on the farms that produce our meat, take a look at the Our Farms page.

Do your farmers use GMO, pesticide-laden feed?

Our British Free Range and Organic farmers use GM Free, additive and antibiotic free feeds. Most use feeds/cereals from the farm or locally produced crops.

StandingOrder

How do I amend the value of my standing order?

If you do online banking you can change the standing order yourself or you can call in person to a branch of your bank. Alternatively we can send you an amendment form (or download a copy online), which you just complete and post or take to your bank.

How do I change accounts that the standing order is paid from

You will need to cancel the standing order from the 'old' account either by writing directly or calling in person to a branch of your bank or if you have online banking facilities with your own bank you should be able to do this yourself.
Then you will need to set up the payment details on the new account.
You can either complete a new standing order mandate form, obtainable from our office 014889 583828 or call in person to your new bank with our details or self set up if you have online banking facilities with your new bank.
If you don't cancel the 'old' standing order you could end up paying us twice a month.

How do I cancel my standing order account?

We hope that we can satisfy all your free-range meat and fish needs.
If however, you really feel the need to leave us we will need your written confirmation either by email, fax or letter.
You will also need to contact your bank (either by letter or in person to a local branch) to stop the standing order, as we cannot do this for you.
Please note that all monies in the account can only be used for final meat and fish deliveries.
Once we have received your written confirmation we will then write back to you to confirm the credit/debit status of your account.
If your account is in credit at this time then you place a final order/s to this value, as refunds of credit balances are not due.

If you have any questions, please contact us using one of the following methods.
Phone: 01489 583828 Our phones are answered by real people in the UK.
Email: hello@farmerschoice.co.uk

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