COVID-19 PANDEMIC: INFO FOR VEGBOX CUSTOMERS / WAITING LIST

Dear Farm community,

Due to the high demand we are facing, you can no longer place new orders or add to existing orders. We have done this to give us the best possible chance of delivering all the orders already placed for the coming weeks. If you already had an order in your account, we are expecting to deliver it as planned. You can still log in to cancel orders and items, update your delivery address, delivery instructions, or payment details. Please make any changes by midnight on Sunday.

We are aware there are lots of existing customers and new customers who would now like to order from us. Please add your name to this waiting list and we will be in touch when we have capacity to deliver to you. We will be prioritising those people who are in a vulnerable groups and facing a long period of isolation.

We are a small team of staff and volunteers, and need to focus on delivering the orders already received. Sorry about this, we will be working on increasing capacity for the coming weeks – check back to this blog post for updates.

Please bear with us as the situation is changing daily! Look after each other and stay healthy!

———————————————–

Editing your orders

As described above, we have had to remove the option to add new orders or new items to orders at the moment. If you can see an order in your account, we are planning to deliver it. If you would like to remove an order, or an item from an order, you can do so via your account. Please note you will not be able to add items or orders again if you change your mind. If you are in a vulnerable group, and would like to make some additions to your planned future orders, please get in touch via email and we will see if we can accommodate your request.

New or existing customers without a planned order

We are aware there are lots of existing customers and new customers who would now like to order from us. Please add your name to this waiting list and we will be in touch when we have capacity. We will be prioritising those people who are in a vulnerable groups and facing a long period of isolation. If you are need urgent help with accessing medicine or groceries, please contact Sutton Age UK on 020 8915 2233 who they are working with the volunteer centre, food bank and council to help people get goods.
You could also check out local business The Brook for plant based frozen meals which can be delivered.

Payments

We will be processing payments slightly later than usual. This is to minimise the chances of customers being billed inaccurately, in case of any shortages. You will receive the Go Cardless notification on Tuesday or Wednesday, and the money will leave your account on the Friday, Saturday or Sunday after you receive the order. 

Bread – Supplier and Price Change

Blackbird Bakery has shut down for a while and so will not be able to deliver your bread. We are very happy to inform you that The Old Post Office Bakery in North Clapham agreed to step in and supply us with their delicious sourdoughs. They are the oldest organic bakery in London using ancient European traditions of artisan bread making. We are looking forward to working with them! The loaf weight and prices that The Old Post Office Bakery offers are different than Blackbird, so we need to amend the prices accordingly. If you have bread in an upcoming order, please check your online account to see the new product descriptions and prices. If you no longer wish to receive the bread, you can remove it from your orders through your online account. As with other products, you cannot add them to your order or increase the quantity until we work out how to increase capacity.

“Contactless” delivery

Our home delivery service is operating as usual and it’s a safe and practical way to get our vegetables delivered. To reduce contact to a minimum, our drivers will now leave your bags outside your door or in your designated safe place (without any direct contact with you). Please observe the social distancing guidelines and do not attempt to take your order from drivers or hand bags back to them. 

Returning your bags

With the increase in orders, we are still relying on customers to return their jute bags! Currently there is no evidence to support transmission of COVID-19 associated with food or packaging. However, there is some evidence that the virus can survive for up to 12 hours on fabric, although it is unlikely to be at an infectious level.
We can be confident the bags being delivered to you will not be contaminated due to the steps that we are taking outlined below. Please take these steps to ensure the bags you return are also safe for our drivers to handle. 
  • Please leave your bags out for collection at least overnight before your delivery day
  • If you or anyone in your household becomes ill with COVID-19 symptoms, please do not return bags until your isolation period has passed

Packing and hygiene

Currently there is no evidence to support transmission of COVID-19 associated with food or packaging. We already exercise good hygiene during the packing of your orders, but are stepping this up with increased sanitising and hand-washing breaks for all staff and volunteers, as well as asking anyone exhibiting symptoms to stay at home. Many of our regular volunteers will be unable to come in, and we are experiencing increased demand. If you have capacity to come and help, please see this blog post for up to date information on volunteering at the moment. 

Pick-up points 

The vast majority of our pick up points have already closed or are planning to close in the coming days. We recommend to revise your delivery options and amend to home delivery if you can. Please do this by midnight on Sunday.  
We are operating a contactless delivery service (see above) so are hopeful that customers will be able to receive home deliveries, even if self isolating. If not, please consider asking neighbours or friends to assist you with this. If you do not have a feasible delivery option, please get in touch and we will see what we can do. 
We do have some pick up points which are still open and available for orders, mostly those which are food shops or boxes at customer’s houses.
Open pick up points, see Where We Deliver for more details.
SUTTON COMMUNITY FARM
BANSTEAD: The Natural Way 
HACKBRIDGE: BedZED VegBench
KINGSTON: Food For Thought
SYDENHAM: 3A Lawrie Park Ave
ICR