FAQs

  • Who will deliver my order?

    We send everything out using a tracked courier service, either Yodel or Hermes, delivering Monday-Saturday.

  • When will my order be despatched?

    It depends on the products you have ordered because some may need to be created by our friends, as they are handmade. We’ll let you know if it will take longer, but we aim for orders to be sent within 3-5 working days. When they’re on their way, we’ll send you an email to let you know.

  • When will I receive my order?

    All orders should be delivered within 2-3 days of being despatched. We’ll let you know when they have been sent so you can keep an eye out for them.

  • How much does delivery cost within the UK?

    It depends on the order value. If it’s under £50, then postage will cost a flat rate of £6. If it’s over £50, then it’s free.

  • Do you offer international delivery?

    Unfortunately not. Items in our shop are only available in the UK, including Northern Ireland, the Isle of Man and the Channel Islands.

  • Will there be an invoice with my order?

    We know lots of people buy things from our shop as gifts, so we don’t include an invoice in the package. Instead, we put all of the order information into a handy email, which we send only to the person who did the shopping.

  • How will my order be packaged?

    We want your items to arrive in perfect condition, so we’ve put a lot of effort into getting the packaging right. Each item goes into a fully sealed envelope or box, depending on how fragile it is. We aim to keep packaging as environmentally friendly as possible, so we use paper and cardboard whenever we can.

  • Will I have to sign for my order?

    Our courier service is a tracked service, but you won’t need to sign for your items (or be at home, as long as the package fits through your letterbox).

  • Will my parcel fit through the door?

    It depends on what you order, but we don’t think very many orders will be small enough. Therefore, there will need to be someone available to take them.

  • What happens if I’m not at home?

    We’ll try a neighbour first and, if they’re in, we’ll leave you a note saying who has taken delivery of the order. If no one else is available to take the parcel, then a ‘Sorry we missed you’ note will be put through the door with instructions on where to collect the parcel or how to rearrange delivery.

  • My delivery hasn’t arrived – what do I do?

    Please get in touch with our helpful team at hello@yeovalley.co.uk. They’ll then try to get an answer for you quickly as they can. Once the items are with the courier, we aren’t responsible for them, so delays are often out of our hands. But, if there are any problems, we’ll do our best to let you know as soon as we can. In the event that something gets lost, we’ll raise an investigation with the courier to try and locate your order, and fix things for you as soon as possible.

  • Can I send an order to a different address, for example as a gift?

    Yes, of course. When you get to the Checkout page, you’ll see the option to deliver to a different address. Tick this box and another form will appear alongside or below your own billing details, which you can complete with the name and address of the person you’d like to send the items to.

  • Can I split an order to send to more than one address?

    Sorry, but if you want to send orders to multiple addresses, you will have to complete a different order for each address. Our system is only set-up to deliver to one destination per order.

  • How can I see my order history?

    Log in to your shop account (remember, it’s different to your Yeokens account), click on My Account, then Orders. Everything will be displayed there.

  • What happens if I want to change my name and address details after placing my order?

    You’ll need to contact us at hello@yeovalley.co.uk to ask if we can change your details. If your order hasn’t yet been processed, we’ll be able to make the changes for you. However, if it has already been prepared for despatch, it is too late, but we’ll still do our best to help.

  • I would like to cancel my order. How can I do this?

    To cancel your order, please contact us at hello@yeovalley.co.uk and we’ll do our best to do this before your item is picked and sent out. If you cancel your order before it is processed, you will automatically be refunded to the card you used to pay for the order. If your item has already been despatched, your order will be cancelled but you will not receive the refund until you send it back to us in the same condition in which you received it. (Sorry, but we ask you to pay for the return postage yourself in this instance).

  • I would like amend my order. How can I do this?

    Orders may only be amended before they have been processed. To change your order, please contact us at hello@yeovalley.co.uk – if your item has not been despatched, we will simply cancel the order for you, allowing you to place a new order, making any changes you want.

  • My credit card payment page got stuck and I’m not sure if my payment went through. How can I find out?

    Just log in to your account, head to My Account, then Orders. If you’re still not sure, contact our customer service team at hello@yeovalley.co.uk. They’ll be able to look at the orders and let you know.

  • I’ve noticed an error in my order confirmation. What should I do?

    If you spot anything wrong with your order, please contact us at hello@yeovalley.co.uk and we’ll do our best to fix it before your item is picked and sent out. Please note that we are unable to change the items in your order, but if your item hasn’t been picked and sent out, then we can cancel your order and issue a full refund so your order can be replaced.

  • My order is damaged, incomplete or is not what I ordered. How do I get a refund?

    We’re sorry that your item hasn’t arrived as it should have done. Please email hello@yeovalley.co.uk with your order number and details of the issue and, if possible, any images and we’ll get back to you as soon as possible to resolve things.

  • Is this separate from Yeokens?

    Yes, this is a new offering from Yeo Valley which aims to support UK farmers. That is why your Yeokens account is not linked to your shop account. However, if you have a Yeokens account, you can spend 20 Yeokens for a 20% discount in the shop.

  • Do I need to have a shop account?

    No, you can check out as a guest. However, having an account means you can see all your past transactions and don’t have to input your information every time you shop.

  • Is my Shop account separate to my Yeokens account?

    Yes, they are separate systems so you’ll need to sign-up for a shop account.

  • You used to have a Yeokens shop. Why have you changed the shop and why do I have to spend money now?

    This is separate to Yeokens. We’ve opened our online shop to introduce a range of items from other UK farms, so it’s important that we can run it profitably. You get a good discount with your Yeokens and we are always improving our other Yeokens offers like Events in the Valley, Goodies & Discounts from our Friends, Great Stuff to do at Home and Trips & Treats.

  • I want to order a product from your shop, but it is out of stock

    As some of the items on sale are hand-made and available in very small quantities, it is possible that all the available stock of the more popular products is bought quickly, before we have the time to order more. If you are interested in a particular item and would like to be notified when it is available again, please email hello@yeovalley.co.uk and we will let you know when it is back in stock.

  • Why are you not selling your yogurt, milk and other products in your shop?

    As all our products are chilled, we would need to use a special courier service to deliver them to you – rather than Yodel or Hermes, which we are not set-up to do at the moment. However, we plan to offer our delicious organic dairy products for direct sale to you in future, so watch this space…

  • What’s the point in me collecting Yeokens now that I can’t use many of them to claim items?

    There are heaps of ways for you to spend your Yeokens. Remember, you can also use your Yeokens for our monthly raffle, charity donations and lots more.

  • I don’t like any of the items you’ve got?

    We’re sorry if there’s nothing today that takes your fancy. We are just starting out and will be adding new suppliers as the shop grows. Please let us know if you know any interesting farms that you think should be featured in the shop.

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