Terms and conditions & Delivery map

Please see our terms and conditions before ordering. We hope you enjoy using our service and our terms and conditions explain in more detail what we can expect from our service.

current delivery area – click here to return to the online shop

Our delivery areas fall within postcodes NE2,NE3, NE6,NE7, & NE12. We cover all of NE6 & NE7. most of NE2 and NE3 ( except Spittal Tongues, Kenton, Fawdon & Kingston park) , as well as Longbenton in NE12 8.

Our delivery is currently doorstep drop at easily accessible properties and kerbside at others. If we can easily access your doorstep , we’ll drop off your delivery and wait at a safe distance till you answer your door or your telephone. If you do not answer your door we will telephone you on the number provided in your order. In the current circumstances if your property is inaccessible or has closed or shared access ( eg flats ) we’ll telephone you on arrival so you can meet us kerbside and receive your delivery at a safe distance. If you have a safe place we can leave your order if you are not in, please inform us when placing your order in your order notes at checkout. If we haven’t been given a nominated safe place, we may still leave your box in what we consider to be a safe location at your address if if we consider it is in your best interests. If we fail to complete a delivery or leave your box in what we consider to be a safe place or with a neighbour we will text you at that time.

We deliver inside set timeslots. At present our delivery areas are Heaton, High Heaton, Longbenton, Benton, Sandyford, Jesmond , West Jesmond, South Gosforth, Gosforth, Grange Park, Melton Park, Wallsend, Walkergate, Walker & Byker. We usually deliver on a Wednesday between 2pm and 8pm. Orders from outside these areas, or which do not include a ready made box may be offered for collection or refunded and cancelled without notification in any week. Sometimes deliveries may be moved to an equivalent timeslot on a nearby day if we are busy but customers on those occasions customers will be informed by text at least the day before and we can move delivery back to the original day if needed if we get a reply the same day. Delivery and collection times during the week of Christmas may be different.

If we can’t complete a delivery at a given address, we will notify customers by text, and their box will be returned to the shop. Boxes will be available to collect from the shop until 5pm on the Saturday. We regret we can’t reschedule delivery or refund delivery charges in such circumstances. If small errors are made in an order we cannot usually return to supply missing items but we can look to refund or adjust any billing at a distance as we judge necessary. If the wrong type of ready made box is supplied we will normally return with the correct type of box at the customers request if our own driver if available in that week.

All boxes requiring collection must be collected by 5pm on a Saturday. We’ll extend our collection deadline till 5pm Tuesday if you can email us before 5pm on a Saturday. We can’t supply or refund boxes that are not collected in time, or if we have not been notified in time by email that a later collection date is needed. We also can’t refund for boxes ordered once they have been made up in-store. We will happily cancel and refund orders if necessary or with due notice. In the current circumstances should we have to close our premise at short notice, information will be provided on our homepage and all orders refunded minus any transaction charges incurred as part of the refund.

We will happily supply extra items from the shop if requested in the order notes at checkout, and we will make substitutions in good faith if we believe it is in the best interests of a customer, particularly where customers have requested items rather than purchasing any listed items from the online shop. A till receipt will be supplied along with the box for any extra items a request in order notes and we can only accept payment of emailed invoices. Out of stock items will simply not be supplied and they should be absent from the till receipt. Please tell us if you don’t want any substitutions to be made in your order notes , or please email to give us feedback if you are unhappy with any substitutions made so we can provide you with a better service going forward. We cannot facilitate returns or exchanges for goods supplied at a distance. However we can take returns for individual items if customers return them to the shop but we cannot offer to swap items in collection boxes when customers collect them at the shop. We don’t use temperature controlled vehicles and although we will do our best to supply chilled or frozen produce in a suitable condition, we cannot guarantee temperature control on any chilled or frozen produce requested.

If we can’t supply any item listed on the online shop,, we will refund you for any items which are missing as neccesary by the following Saturday at the latest. The online shop is updated regularly. Our weekly boxes are supplied ready made and we cannot add or remove items on customers requests. However if subscription customers have ongoing preferences they are welcome to add them in their order notes at checkout when purchasing a subscription and we will attempt to accomodate them. We regretfully cannot accept late additions to orders placed after our deadline.

Our deadline for both collection and delivery orders is strictly noon on a monday and we regret exceptions cannot be made in the current circumstances. Orders recieved after monday will scheduled for the following week.

Online transactions are subject to transaction fees. Refunds for entire orders at a customers request, or refunds for whole orders neccesitated by inappropriate orders or by customer requests which we deem to be reasonably unserviceable will not include any transaction fees paid by us as part of receiving payment for the original order, and they will not include a sum to cover any transactions fees paid by customers in receiving their refund. Refunds caused by stock shortage for any items purchased in the online shop will be made to their purchased cost price , but such refunds will not include any transaction charges unseen to us which may be paid by the customer as part of their receipt of their refund.

Our online shop provides an order notes section at checkout. Customers can use these order notes to request shopping is made up , and to supply additional information or any concerns they might have with their order. We may stop accepting orders online in any week, at any stage if demand is too high – customers with subscriptions should expect their service to continue without interruption on such occasions. Subscriptions will be paused during any holiday period taken by the orders team. Subscriptions will resume and continue to follow their normal pattern with any orders due in the suspension week effectively cancelled. Clear advanced notice of any holiday period will be given on the main page of our website.

We appreciate our customers ongoing co-operation and support in the current circumstances. Please email thehoneytreeorders@gmail.com if you have any problems or questions and we’ll reply quickly and do our best to help. We hope you enjoy using our service.

www.thehoneytree.org