FAQs –
A little help for the questions you may have. Here we have compiled our most frequently asked questions and answered them for your convenience.
Q.
Are you just an online shop?
A.
No, we are based in Lancaster with our very own shop open 7 days a week, selling the products you can see here on our website and much more.
Q.
Can I speak to a butcher/ make a special request about the meat I am ordering?
A.
We hand prepare and pack each order individually so we are more than happy to meet individual requests. If you would like to chat with someone then use our handy chat button to speak to a member of our team, then when placing your order ensure you complete the special requests box.
Q.
What if I need to change my delivery day/instructions?
A.
Please contact us immediately on 01524841111 if you need to change any order details, we will try our very best to make the requested changes
Q.
Can I freeze my meat?
A.
Yes, our fresh meat can be frozen as it is all fresh. On the rare occasion, that it has been previously frozen this will be stated on the packaging and description. Once unpacked from the box it can be frozen in the packaging it arrives in, some of our bulk buys are already packaged in smaller pack sizes to save you having to re-package them. Any meat/pies that are delivered frozen must be put in the freezer as soon as you receive them. Never refreeze previously frozen food.
Q.
What if I want to order something that I cant see online or order a different quantity or size that I can’t see listed online?
A.
No problem, most of our meat arrives in the full carcass’ meaning there is no limit to what cuts we can provide (subject to availability) we will try and accommodate any different sizes/cuts you request. The best way to do this is to contact us before you place your order on 01524841111 and we will try our very best to source the product/cut you are looking for.
Q.
How will my food be packed?
A.
We use varying methods of packing for our foods, vacuum packing is the main way your meat will be packaged as we find this is the best way to ensure it gets to you in excellent condition, some products may be sealed in a tray or even wrapped in greaseproof and bagged. Most of our pies are boxed, and some are bagged. Should you prefer a different packaging option then please be sure to request this in the customer request box at the checkout and we will do what we can to meet your requirements. Please be aware that if you opt for a certain way of packaging that is different to how we would have originally packed an item then we cannot guarantee that you will receive the products in the conditions we would have intended, for example, if a bag has leaked during transit.
Q.
Why is there blood in the vacuum bag?
A.
The process of vacuum packing can sometimes encourage the natural moisture to come out of the meat, please do not confuse this with added water.
Q.
Will my food be delivered fresh or frozen?
A.
The majority of our meat is fresh, but on occasion, we will freeze it to maintain its freshness-If a product is frozen it will tell you in the product description. Most of our pies are frozen, again this is stated in the product description, you can cook our pies from frozen or cook them once fully defrosted. See our handy pie guide in the product description for size & cooking instructions
Q.
Am I able to order the same as I did last time/view previous orders?
A.
Yes, just be sure when you checkout to create an account that all your previous orders will be available for you to view.
Q.
Can I spend my gift vouchers online?
A.
Unfortunately, you are currently unable to spend gift vouchers online, we are working to rectify this. Gift vouchers can only be used in-store and in our restaurant, they can be purchased online and we will post them to yourself or another address but they must be redeemed in-store.
Q.
Why approximate?
A.
All of our weights and sizes are approximate-our products are prepared & made by real people and although they occasionally do cut or weigh to the exact gram of weight, please be mindful that this is not always possible or practicable with some of our cuts/recipes, be assured they will always aim to be as near the stated weight as possible.
Q.
Why are some items click & collect only?
A.
Unfortunately, we are unable to offer delivery on all our items as we cannot guarantee they will get to you in the condition we would want them too. Please contact a member of our team if there is an item you want delivering but it is ‘click & collect’ only as we may in some instances be able to accommodate this, please be aware that in some cases this may incur an additional charge but we would make you aware of this before finalising your order.
Q.
Can I collect in store?
A.
Yes, click & collect is free, just select the Click & Collect option at the checkout. See our delivery page for more information, Please remember that there is a £20 Minimum order value before placing your order.
Q.
How do I place my order online?
A.
Simply add the items to your basket, go to the checkout, choose your delivery option and pay. You can set up an account which will enable you to log in, and checkout faster.
Q.
Is there a minimum order?
A.
Yes, please see our delivery page for our delivery prices and minimum order amounts.
Q.
How do I change my delivery information?
A.
If you have already checked out then please contact us on 01524841111 immediately, If the order has been processed/dispatched then we are unable to change the delivery address as it will already be on it’s way to you.
Q.
Do I keep the packaging my order arrives in?
A.
Yes, the packaging is yours to keep, please re-use/ recycle it where possible. See our delivery page for innovative ways you could re-use use our packaging.
Q.
Can I send goods to a different recipient/ to someone as a gift?
A.
Yes, there is an option at the checkout to enter a different delivery address to your billing address, we do not display any prices on the delivery note and there is also an option at the checkout for you to add a gift message for your recipient. We advise you notify the recipient, just to ensure they are in to receive their delivery as the majority of items we sell are perishable.
Q.
I have an allergy or intolerance
A.
Please notify us if you or anyone who will be consuming the goods purchased has a food allergy or food intolerance, even if it is a food that is not one of the 14 allergens-We need to know! If you think your allergy/ intolerance is irrelevant to the food you are purchasing we still need to know as we handle many ingredients and therefore there may be traces of it present in other foods. Please enter any food allergies/intolerances into the comment box at the checkout, or alternatively give us a call on 01524841111 should you require more assistance. All our products have labels on them when they are packaged which contain any ingredients, so please ensure you always check this before consuming any of our products.
Q.
My recipe uses a cut of meat that I can not see on your website.
A.
Some cuts of meat are also known as other names, simply contact us via our handy chat or on 01524841111 and we will advise which cut of meat you need for your recipe.
Q.
Are any of the products you make gluten-free?
A.
Unfortunately we cannot guarantee any of our products are gluten free as they are made in an environment where wheat & gluten are present.
Q.
Are any of the products you make free-from…?
A.
Unfortunately, we do not make any specific free-from products. Please give our team a call on 01524841111 regarding any allergies/intolerances before placing your order (remember to consider who will be consuming the food and whether they have any allergies/intolerances or not?) and we will be able to advise you further if there is a risk of cross-contact from other products which someone may be allergic to.
Q.
My order has not arrived?
A.
Please contact us on 01524841111 and a member of our team will be happy to assist
Q.
Will my order arrive fresh?
A.
The majority of products we sell are fresh, and some are frozen. They will be packaged accordingly to ensure they reach you fresh/chilled or still frozen. Please see each individual product’s description to check which products are fresh and which are frozen. Should you require a product in a different chilled/frozen form of delivery then please contact us on 01524841111 and we will be happy to help as most of our products are made/prepared instore
Q.
Can I return goods once they have been despatched?
A.
Please see our returns policy for information.
Q.
Why are delivery slots limited?
A.
We are a busy farm shop welcoming many customers through our doors and at peak time we sometimes may have to limit our delivery slots and also the availability of some products. We will always strive to provide our customers with the best possible availability and delivery options.
Q.
Is Saturday delivery an extra charge?
A.
No, you can enjoy Saturday delivery at the same charges as our weekday deliveries. See our delivery charges here
Q.
How do I cook my meat/produce?
A.
See the individual items description for cooking instructions, if there is no instructions provided then please contact us.
Q.
Can I cook my product/meat in the packaging/tray it is packaged in?
A.
Some of our trays we use for packaging are oven/ microwave safe, if you are unsure please contact us for more of an understanding on which ones are suitable for the oven to save on someone having to do the washing up!
Q.
Do I need to be in to sign for my delivery?
A.
No signature is required but we do recommend that you are in to receive your delivery if it contains fresh/frozen foods as they ideally need to be refrigerated/frozen as soon as delivered to maintain maximum shelf life/freshness.
Q.
Can I add items to my order once it has been placed?
A.
Yes, however, you are unable to do this online but as long as the order has not been finalised/ dispatched you can give us a call on 01524841111 and we will be more than happy to add products to your order. Please ensure you have your order number and also your payment card to hand, as we will have to take payment over the phone for the additional items you would like to order.
Q.
My item is out of stock.
A.
If your item is out of stock online then please contact us via chat/01524841111 and we may be able to advise you of an alternative similar item or advise when it will be back in stock.
Q.
My product is damaged/missing
A.
Please contact one of our team on 01524841111 immediately if you find that an item is missing or damaged, we may request you to take a photo where possible so we can deal with the issue as efficiently as possible.
Q.
I want to choose a time slot?
A.
Unfortunately, we are unable to provide timeslots for our deliveries. Some of our couriers provide a tracking service-if so a link will be provided when your goods are dispatched
Q.
Product substitutions
A.
From time to time unfortunately some products are unavailable, please see our delivery page for more information about substitutions.
Still unable to find what you’re looking for? feel free to contact us.
