call us on: 01752 895533 or email: enquiries@thelocalfoodcompany.co.uk

Frequently Asked Questions

Is there a minimum Order?

What if something I have ordered is not available?

How accurate are product labels?

What is your ethical sourcing policy?

Will I have to pay VAT?

I’m worried about giving my details online. How does it all work?

How do your prices compare to the supermarkets?

What if I want to cancel or if I’m not happy about something?

Do I get a reward for recommending your service to other people?

Can I specify a delivery time?

Can I collect my order?

Do I need to be at home to receive my order?

I don't live in South Devon so your produce isn’t local for me is it?

How will my food be packaged and transported?

Is there a discount for corporate hampers?

What if my delivery is late or not arrived?

Is there a minimum Order?
The minimum order value is £20 minimum order and if chilled items are included these must amount to over £15. This is to ensure that packaging and food miles are again kept to a minimum and to ensure that our needs are balanced with ethical concern for our environment.  There is no minimum orders for collection.  Please buy online as normal and type collection at ----time.  Your order will be ready.  Please collect after midday where possible and before 4pm.  
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What if something I have ordered is not available?

Although we always try to have in stock all our items on the website from time to time, we may be unable to deliver your requested item.  We will often email or call you to find out your preferences but may substitute a similar item or provide a refund in your order.  
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How accurate are product labels?
If you are unsure about any product, please click on the information icons to view the nutritional information or give us a call. Product information, dietary flags, photographs and pack sizes are all for illustrative purposes and general advice. Though we believe them to be correct, we cannot guarantee they are always up-to-date so please call or check the details on the packaging before using, if you are unsure. This is especially important if there is a possibility of an allergic reaction. Our “product expert” Dionne is here on hand if you would like to speak to her about any product issues dionne@thelocalfoodcompany.co.uk or 01392 24 84 85.  
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What is your ethical sourcing policy?
It is our policy to treat all our suppliers fairly. It is also our policy to ensure that our suppliers have high social and ethical standards. We have a plan of visits to ensure that our suppliers are meeting these. Suppliers meeting these standards have a special logo with an e for ethical in, for your convenience.  
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Will I have to pay VAT?
We are VAT registered and we charge VAT on standard rated products and services. VAT is included in the price.  See your delivery note for more details.  
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I’m worried about giving my details online. How does it all work?

We use a very experienced and reputable merchant bank (the bank that processes the payments) called Streamline. They are the largest provider of merchant banking in the whole of Europe and are part of the Royal Bank of Scotland group. We also use Protx who takes the responsibility for getting your card details to the Streamline over the internet. Protx are also one of the largest and most reputable providers of this service, in the UK.

In addition some cards use pin authentication called 3D secure.  You may be asked to put your pin number in - this is a nationwide scheme to help make things more secure.  If you are concerned, please call us or your bank who will confirm the authentication process.  
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How do your prices compare to the supermarkets?
All of our products are the best that we have found and are of exceptional quality.  Most of our products are naturally grown or reared, without the ‘benefit’ of growth hormones, herbicides, pesticides and the like. This result is more labour intensive and expense for farms as they work in a more sustainable way. One of our fundamental aims is to ensure that producers are paid a fair price and that animals are well cared for. Though we keep the prices of our products as low as possible we still need to ensure that everyone is rewarded for their skills and craft with a fair wage. We check our prices regulary to ensure that we stay competitive whilst ensuring everyone gets a fair deal.  All of our price comparisons with Sainsbury's and Waitrose (shown in the news and articles section) of similar quality items showed that overall The Local Food Company offered better value for money!  Great quality - excellent value.  
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What if I want to cancel or if I’m not happy about something?
It is our intention that all customers should be happy and to that end we will endeavour to ensure your satisfaction. Please tell us if you’re not happy and let us know how you would like us to resolve the situation.

In the event that you remain dissatisfied and wish to cancel then please let us know at least 3 days prior to delivery and a full refund can be made. Should this not be possible then please return all non-perishable goods and we can fully refund the cost of these items. If the return is for reasons other than faulty or incorrect goods or because of late delivery, then we will need to ask you to cover delivery and returns costs.

If the delivery was not delivered in a reasonable state, PLEASE DO NOT ACCEPT DELIVERY from the courier.  If you have signed to say it is in a fit state, it will be difficult to prove otherwise.  PLEASE email us PHOTOGRAPHS of any damaged items and we will pursue a claim and refund or provide another delivery to compensate you upon receipt of the photographs.  We always try to ensure goods reach you in excellent condition and use the most reputable couriers to ensure this.  However please accept our apologies should this ever fail to be the case and help us by following the simple steps - don't accept and take photographs if you have within 24 hours.

Frozen, chilled and “fresh” goods cannot be returned unless they are received unfit for sale upon scheduled delivery. Please remember chilled produce is guaranteed for national deliveries to stay at the correct temperature for 36 hours from despatch. 

For local deliveries, if you are out, we cannot guarantee frozen products will remain fully frozen for more than a few hours. 
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Do I get a reward for recommending your service to other people?
Any new customer that places an order is asked where they heard about us. If they give us your name and you are a current customer within our main service area, we will send you a special treat from our featured ‘Supplier of the Month’.  
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Can I specify a delivery time?
At the moment we cannot provide a time for your delivery.  However if you ring us on the morning of delivery we should be able to give you a guide.  For regular orders, your delivery should usually be around the same time of day.  As we develop we will offer greater flexibility - a good reason to share our website with your friends!  
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Can I collect my order?
We would love you to collect from our South Brent premise - chosen especially for your convenience (and the River Avon that runs past our premise!) as we are 2 minutes off the A38.  We are looking into delivery bases, such as other local shops, pubs, perhaps even schools, to again reduce miles and provide a more convenient service to our customers. If you or if anyone you know might be able to offer a pick up point, do you let us know.  You can collect between 12 and 4pm - shop as normal, type collect at ---- time and we will have your order ready for you.  You will have your £3.00 refunded on collection.  
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Do I need to be at home to receive my order?

No. You can fill in the delivery details with specific instructions as to where to leave your order. If there is no where suitable you might like to consider buying a Hippo box. They supply excellent, sturdy storage which you can attach to sheds, walls or floors. You’ll never need to stay in again for a delivery as they move house with you and any delivery person can drop the lock shut once your delivery has been put inside.  Visit their website www.hippo-box.co.uk and mention us when ordering.

However, if you are ordering frozen or chilled products we strongly recommend that you are home.  All of our chilled and frozen food always arrives in insulated boxes packed with ice.  Please be aware that we do not recommend you re-freeze any products if they are not transferred immediately to your freezer and that we suggest you avoid ordering frozen produce if you will not be home to accept the order unless you plan to eat them within a day or two.  We also do not recommend frozen food for national orders and they cannot be guaranteed or refunded should you decide to order.  
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I don't live in South Devon so your produce isn’t local for me is it?
The Local Food Company believes buying local is fundamental to our business; however it is not the only reason to shop with us. We also supply ethically sourced food that tastes fantastic. West Country food is renowned for its excellence. It’s one of the reasons we love it here!  Even buying British and by buying food from us you will almost definately ensure you have a fraction of the food miles than if you shopped in supermarkets in your own area.  Wherever you are in the UK, shopping with The Local Food Company is most likely to lead to few food miles than going to a local supermarket to buy your food.  
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How will my food be packaged and transported?
Your chilled goods will arrive packaged in thermally insulated poly-boxes which we can take back with us or you can take to a local farm shop for re-use.  Temperatures in these boxes are monitored to ensure that the internal temperature of the boxes remain at hygienic levels through the use of ice packs. Non chilled items will arrive in a cardboard box which is re-usable and has at least 9 lives so do please save it for next time we deliver and we will take it away to be reused.    
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Is there a discount for corporate hampers?
For orders over £250 we will offer a 5% discount or reduced national delivery charges or free local deliveries up to 15 miles for numerous packages where payment is received in advance.  Any discount is exclusive of delivery charges.   As hampers include bespoke, ordered in, perishable food items, as is quite normal in the local food industry, we do not offer credit terms except in exceptional circumstances.  Please call or email with requirements for a quote or to order.  Do something different and have your gift remembered and appreciated - browse our hampers and gifts section now.  
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What if my delivery is late or not arrived?
Please call us so we can trace and track with the couriers.  Please ensure you state the time and date when your parcel arrives so we can refund your delivery charge.  We package all food to stay chilled for up to 72 hours from despatch to allow for human error or re-routing of your package with couriers particularly at busy times of the year.  We will refund any items which are no longer suitable for consumption such as bread or rolls.  
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