FAQs

• Coronavirus

How are you protecting your customers against Coronavirus when making deliveries?

We have put the following measures in place:

Delivery Drivers will wear disposable gloves which will be changed after each delivery.
Delivery Drivers are regularly washing their hands and have been issued with hand sanitiser.
Deliveries will be made contactless by orders being left at the customers front door/gate, for customers to then retrieve.

In addition to the above, we are part of the British Retail Consortium which ensure we adhere to strict hygiene standards. We have achieved the highest possible rating of AA following a recent audit.

How are you protecting your customers against Coronavirus when they are collecting their orders?

We have put the following measures in place:

Our staff will continue to wash their hands regularly and use hand sanitiser.
Our staff will wear disposable gloves which will be changed regularly.
Collections will be made as contactless as possible. The customer will need to retrieve their order and load their own vehicle. If the customer arrives on foot, they will be asked to remain outside of the entrance barrier while their order is brought to them.

In addition to the above, we are part of the British Retail Consortium which ensure we adhere to strict hygiene standards. We have achieved the highest possible rating of AA following a recent audit.

• Placing an order

Is there a minimum order value?

The minimum order value for delivery is £50.00 and collection is £30.

A £4 delivery charge applies to orders below £75, above this there is no delivery charge.

How do you take payment for my order?

We take payment by credit or debit card at the time you place the order.

How far in advance do I need to place my order?

You must place your order 72 hours in advance of your delivery date. Delivery slot availability will be subject to demand and you may be required to place your order further in advance as we get busier.

We have worked hard to make more delivery slots available.

How do I change my order?

You must give a minimum notice of 3 full working days to change orders. A lot of the items are order in bespoke for you so we need to check to see if we can cancel them.

If you want to make changes to your order, please contact our Customer Service Team by email – shop@wattsfarms.co.uk

Can I add a product to my order after I have placed an order?

You must give a minimum notice of 3 full working days to add items onto your orders.

You may be able to add a product to your order but please contact our Customer Service Team who will be able to confirm this for you. You can contact our Customer Service Team by email – shop@wattsfarms.co.uk

Can I cancel my order?

You can cancel an order but must give a minimum notice of 3 full working days (Mon-Friday). You can cancel your order by contacting our Customer Service Team by email – shop@watttsfarms.co.uk

Refunds will be processed within 14 working days.

If a product is out of stock, when will I be notified that it will not be included with my order?

In the current climate we anticipate there will be some product shortages. We aim to inform you of any shortages by email as soon as possible.

Having problems checking out?

The application we use for checking out and choosing a delivery slot does not work on internet explorer. Microsoft issued an End of Life support notice for Internet Explorer a while ago and most apps don't support it at all now. What you can do if you have this issue:

Install Microsoft Edge
Order from a computer that uses any modern browser, such as Chrome or Firefox.
Order with a smartphone.

If you are still struggling please message us we can always call you to sort over the phone the good old fashion way. We should have your basket details saved in most cases.

Product Information

Do you specify the origin of your products?

The origin of fresh produce will be detailed in the product description on our website. The origin of any manufactured goods will be on the packaging.

If I am unhappy with my order or the quality of a product, how do I raise a complaint?

Please contact our Customer Service Team by email – shop@wattsfarms.co.uk. You may be required to send a picture of the product if your complaint relates to the product quality.

Any complaints must be made on the day of receiving the goods in order to receive a credit. Complaints made after this will be reviewed but might not be able to be refunded.

How does product pricing work?

The price you pay for the goods will be the price at the point of placing the order. We run a weekly special offer area that changes each week however to get these prices you need to order when they are live. We can't apply these prices for orders outside of these offers.

• Deliveries

Can I choose the day and time of my delivery?

You will have the option to select a delivery date and a delivery slot before checking out. We deliver Monday – Saturday, between 8am – 6pm.

How much does delivery cost?

The delivery charge depends on the value of your order. If your order is less than £75, there is a charge of £4 per order. If you order is over £75, you will receive free delivery.

Do I have to be at home to receive my delivery?

If you leave delivery instructions when placing your order and confirm that you are happy for us to leave your order in a safe place, we will follow your instructions, but it will be at your own risk and please bear in mind a lot of items need to be kept chilled.

What packaging will my order be delivered in?

Orders will be delivered in a recyclable cardboard box. We use recyclable packaging where possible and limit the use of plastics where we can, however some products are packed in plastic to increase the products shelf life. We also pack some of our products in home compostable punnets.

Will my order be delivered in a temperature-controlled vehicle?

Yes, all our delivery vehicles are refrigerated to ensure your products are kept at the correct temperature. Our warehouse is strictly temperature controlled, meaning your product is picked, packed and delivered at the correct temperature.

• Collections

Where do I collect my order from?

Orders can be collected from our Aylesford site. The address is Unit 14 Quarry Wood Industrial Estate, Mills Road, Aylesford, ME20 7NA.

There are signs to the collection point

What do I need to bring with me when collecting my order?

You must have your order number with you. Your order number will be given to you when you place your order. You will also find your order number in your order confirmation email.

• Alcohol Sales

We have recently obtained a licence to sell alcohol on our home deliveries.

Watts Farms is committed to complying with government guidelines on THINK25 and Drink Awareness

At check out you will need to agree to confirm you are over 18 years of age and on delivery our drivers are trained to challenge age and will ask for ID in those situations.

We recommend people visit the drink aware website for further information.