FREQUENTLY ASKED QUESTIONS

How can I cancel my subscription?

Go to My Account page. At the bottom of the Subscription section of the account page, click 'Cancel'

How do I update my payment details?

Go to My Account, select ‘Subscription’ option then, 'Change payment details', which is next to the options to ‘suspend’ or ‘add items’. This will take you to a new page to enter your new card details. Select the option to ‘update card for all subscriptions’.

How do I buy Grocery Items?

The deadline to place orders for grocery items is Sunday at 11pm. Add these to your basket and pay from the shop page of our website. If you have a weekly fruit or veg box subscription, they will be delivered alongside your fruit/veg box on your delivery day (Tuesday-Thursday) that week.

How can I suspend my subscription?

Go to My Account, then 'Subscriptions' and choose to view your active subscription; select 'Suspend Deliveries' and in the calendar date picker which appears, select the week or weeks you want to suspend your deliveries.

How can I place an order?

In the 'shop' page of our website, choose which items you would like and add them to your basket. When you check out, you will be asked to create an account and select the delivery frequency where you can specify if your order should be delivered every week, fortnight, 3 weeks or 4 weeks.
Fruit, Veg, Bread and Eggs are items automatically added to your recurring subscription. All other store-cupboard items are purchased on an ad-hoc basis. You must add these to your subscription each week if you would like them to be delivered.

How do I specify items I don't want?

When you place an order for the first time, in the ‘delivery instructions’ you can also specify any allergies or items you would like us to swap out of your box. After you have created the subscription, you will not be able to update it. In this case, please send an email to hello@basilandtoms.com and we will update it for you.

How can I add or remove items from my subscription?

Go to My Account section. Select 'Subscriptions', here you will see each subscription you have active. Select the subscription you want to add or delete items from. Remove items by pressing the 'x' next to each item. To add an item click 'Add items' button and select what you want to add to your subscription.

How do I give delivery instructions?

When placing an order for the first time, you can specify instructions for the delivery drivers, as well as preferences for fruit or vegetables which you cannot eat. After the subscription has been created, please send an email to hello@basilandtoms.com and we will update it for you.

Is your produce organic?

At the moment none of our produce is organic.

Am I eligible for a delivery?

We deliver to W3, W4, W5, W12 and W13. If you are not sure about whether you are eligible for a delivery, please use our postcode checker.

Do I have to be in when you deliver?

We deliver straight to your door, no need to be in. If you ever need us to amend your delivery day, just send an email to hello@basilandtoms.com.

What do I do with the empty box?

If we deliver in a cardboard box, you can place it into your recycling or reuse it. If we deliver in a wooden or plastic box, please leave it outside your front door on your delivery day and the driver will collect it when they deliver your fresh box.

Can I change my delivery day?

Yes, of course. We assign you a delivery day between Tuesday and Thursday when you sign up and that is confirmed for you via email on the Monday after you place an order. If you would like to change your delivery day, just send an email to hello@basilandtoms.com and request a different day.

How can I restart a Cancelled subscription?

By going to My Account and selecting the Subscriptions option, you will see all your current subscriptions.

If you have a cancelled subscription, click the View button next to it.

At the bottom of the details, you will see a Resubscribe button. Click this and you will automatically go to the Checkout page where you can check the items and add your delivery and frequency preferences.

This will create a new subscription.

Still have a question to ask us? Send us an email

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