FAQ

New Customers

  • StreetBox is a fruit and veg box delivery service that also supports local charities, food banks and organisations fighting food poverty.

    We currently deliver to select postcodes across East and North London. To check if we deliver in your area, you can go here.

    We offer three different ways to buy:

    • One-off boxes - a pre-picked box that you can order whenever you like and with no obligation to a rolling subscription.

    • Subscription boxes - again a pre-picked box that can be delivered either weekly or fortnightly on a rolling subscription.

    • Pick Your Own boxes - a fully customisable box that allows you to pick from our weekly selection of the best surplus fruit and veg from the markets.

    All our boxes are available in medium and large, and our pre-picked boxes are available as three models - Very Veggie, Truly Fruity and Essentials.

    Very Veggie is mostly vegetables and a few pieces of fruit.

    Truly Fruity is mostly fruit and a few handy veggie staples.

    Essentials is a changing weekly box of basic fruit and veg items that will enable you to make delicious meals.

    You can read more about our boxes here.

    There is no minimum contract, and you can pause or cancel your box at any time, providing it is before our weekly cut-off of Mondays at 6pm.

  • Of course! Our One-Off boxes are perfect for taking us on a test run as they are individual orders, without any obligation to continue. You can buy a one-off box by shopping on our website between noon on Fridays to our cut-off for new orders on Tuesdays at 6pm.

  • Simply check if you are in our delivery area but going to our postcode checker (just enter the first part of your postcode e.g. N16), and then you will be able to select your first box.

    When you get to checkout you will be prompted to make an account.

    During the checkout process you will be presented with a form that gives us the necessary information to ensure your delivery gets to you.

  • Unfortunately, we cannot guarantee that if you have severe allergies or dietary requirements that StreetBox will be suitable for you.

    Of the 14 food groups the UK government ask us to tell you about we only deal with celery/celeriac, however we cannot guarantee that the fresh produce we buy hasn’t been in contact with other allergens before coming into our premises.

    We do not currently offer the option to exclude items from our pre-picked boxes, but you can ask us to swap out items when completing your checkout form. Unfortunately, it may not always be possible for us to fulfil this so, in situations where you would prefer not to receive a particular product or food group, whether that be a preference or due to allergies, we would recommend that you opt for our Pick Your Own box, where you can completely control the items, you will be receiving.

    If you have any questions on this, please do not hesitate to contact us.

  • Simply complete our contact form in the contact us section of our website.

  • You can apply your discount code directing on the checkout page. Simply enter your code in the discount/promotion box and hit enter or apply.

Your Box

  • The Top-Up Shop is open from Friday at noon until Wednesday at 9pm.

    However, you’ll find different produce on the shop at different times of the week.

    Regular Items:

    These are available the whole time the shop is open and are only items that we are certain we can supply every week.

    Surplus Items:

    Every week we visit the markets on Tuesday night and pick our produce.

    We then update the Top-Up shop for Wednesday mornings from 8AM and the full selection is available to buy.

    For the best Top-Up Shop experience we advise visiting on Wednesdays between 8AM-9PM.

  • Very often they are completely plastic free!

    However, on occasions where we have items that have been supplied to us in plastic, we may delivery them to you as is.

    This will be to ensure that they arrive with you in perfect condition.

  • We don’t prewash our produce so we recommend that you wash everything when it arrives and as you transfer it into your cupboards / storage / refrigerator.

  • Sorry to hear that you have received produce that you are not happy with.

    All of our produce is sourced from wholesale markets and is of the highest quality as it supplies many of the top restaurants, eateries and caterers in London, but occasionally something can slip through our quality control process.

    Please contact us and let us know so we can resolve the issue and to better inform our practices going forward.

  • Yes of course! Providing your box is in reusable condition, if you leave it out on the day of your next delivery, and in your safe space then we will collect it when we drop off your next order.

DELIVERY

  • We deliver during the day on Thursdays into Thursday evenings using zero emissions courier bikes and conventional delivery vehicles.

    Sometimes we may need to deliver on Fridays but you'll be notified if this is the case.

    StreetBox is a Community Interest Company and therefore does not make profit, with all money raised going back into operating the business and fulfilling our campaigns supporting food organisations in London.

    Delivery is free of charge on our boxes.

    To support this, we ensure that our spending is kept to an absolute minimum wherever possible and delivering at night or in the early hours was the most cost-effective option.

    You can select notification preferences for when your delivery arrives also when checking out and we ask for a safe space to leave your order when delivering.

  • During the checkout process you’ll be asked to complete a form, because we usually deliver overnight, please specify a safe and dry place we can leave your order for a few hours until you get up in the morning.

    We can also be instructed to call or ring your doorbell when it arrives however, please be aware this could be any time of the night.

    If you need to update your delivery instructions please email us, unfortunately there is no way to permanently update your records, but we can make a manual note. If the note is urgent or your details or address have changed we advise that you cancel your subscription and re-subscribe in order to complete the form again.

  • Missing Boxes

    All deliveries should have been received by the latest of 12 noon on Fridays.

    If we are running late we will have contacted you via email so please check to see if we have notified you.

    If your box is not in your safe space (specified on your checkout form), then please check any areas around your property fully and with neighbours before contacting us.

    If your box is now where to be found then please let us know and we can investigate.

    Providing we hear from you before 3pm on Friday we may be able to send out a replacement box, but we will confirm to you if that’s possible when speaking to you. In instances where we cannot send a replacement box we will of course give you a full refund.

    Missing Items

    Please let us know as soon as you discover you are missing items, detailing what items are missing. It’s possible that we may have substituted items where they weren’t available, but in cases where items are missing we will of course give you a full refund.

  • If you are a one-off or a standard subscription customer you will have received a pre-picked box based on what is available in the markets that week.

    We pick all our produce as fresh as possible from the markets, often only 24 hours before it becomes your box and is delivered.

    We do provide a list of what to expect on Wednesday mornings and this can be found on our What’s In the Box page. However, sometimes we may need to change this at short notice should an item not meet our standards when we receive it or because the markets aren’t able to fulfil our stock request.

    Therefore we reserve the right to substitute items where necessary.

    If you are a Pick Your Own box customer then we will always refund you for any items we are unable to fulfil, or if there is a close substitution we will send you this instead, e.g. satsumas instead of clementines.

    If you have any questions about your order please don’t hesitate to contact us.

  • As we deliver on Thursdays it is rare that our deliveries are affected by bank holidays, with the exceptions of:

    Christmas - we are usually closed between Christmas and New Year, with our last delivery of the year coming before Christmas eve. We confirm these changes well ahead of time via our newsletter (for customers only) and on the home and product pages of our website.

  • When specifying your safe space please consider if it is suitable for all weathers.

    Ideally the space where we leave your box needs to be:

    • slightly above ground level, so that no puddles can form around the base of the box.

    • out of the wind, so that if it rains, water cannot be blown onto your box.

    • under some form of shelter, so it is out of direct rain, or snow.

    • in the shade, so the box does not get too hot in summer and spoil your produce.

    Our boxes are made from strong and recycled cardboard so will survive small amounts of moisture, and the contents are often additionally protected by repurposed egg cartons or kraft paper bags, so hopefully this will protect your produce until you can take it in.

  • We currently only deliver to North and East London.

    You can see a full list of postcodes and see if we deliver to your postcode by using our checker here.

PAYMENT

  • This depends on what type of box you have bought.

    One-Off boxes are charged when you checkout as these are not on a rolling subscription basis.

    Subscription and Pick Your Own boxes will be charged when you sign up initially and then every Monday or Tuesday going forward on the weeks when your box is due (weekly or fortnightly).

    We can make changes to this if you let us know before our cut-off on Mondays at 6pm.

  • Once you have an account you can log in and change your payment details at any time.

    There are two places you need to update:

    • For one-off and top-up orders you need to update your details in the ‘payments’ section.

    • For subscriptions you also need to update your details by going into the ‘Subscription’ section of your account and updating your details there.

    You can download a guide showing you how to do this here.

    This is because the payment processing for reoccurring payments is handled separately on our system.

    If you have any questions regarding this, please do not hesitate to contact us.

  • You can view all your current and past orders in your account by going to ‘Orders’.

  • The date on your account is the next date that you are to be charged, and not the date you’ll receive your delivery.

    This is because we have to confirm order numbers before we buy produce. We allow you to change or cancel your orders before 6pm on Mondays, after which all subscription charges are processed on Tuesdays.

    If you want to check when your next order is due for can simply assume your next order is due the next Friday after the date that is shown, or if you would like to confirm with us then please email us.

Making Changes

  • We deliver on Thursdays, to receive your first order in the same week as placing your order you need to have checked out by these times.

    New Orders and Subscriptions:

    The cut-off for new orders both one-off and all subscriptions is 6PM on Tuesdays.

    Changes to your subscriptions (cancelling or pausing):

    If you want to change your existing subscription, then you’ll need to let us know by Monday at 6pm.

  • We know at some point you may not want to receive a box because you are away from home. You can’t process this yourself on your account but if you email us on we can process this for you.

    The cut-off for changes to your subscription is 6pm on Mondays.

  • Unfortunately, there is no way to switch box type on our system. If you want to change the frequency of your order, or size of your box, then you will need to cancel your current subscription and resubscribe.

  • If you are cancelling your subscription this can be done from your account settings.

    The cut-off date for cancelling is Mondays at 6pm. If you urgently need to cancel an order after this time, please email us.

  • If you are a one-off customer this can be updated on your account.

    If you are a subscription customer, unfortunately, we cannot edit the address, therefore you’ll need to cancel and resubscribe. We find that as most customers when moving house will want a few weeks off to get moved and settled in, this is rarely a problem.

    If you have forgotten to notify us of a move then please email us before your delivery and we can temporarily make a manual note on your account.

  • You can unsubscribe at any time by clicking unsubscribe on the link at the bottom of the email you received. However, if you are finding it difficult to locate the link you can also email us using the email address you would like us to remove and we can do that for you.

Donations & GIFTING

  • Yes we do! You can make a donation directly to us on our donation page.

    StreetBox is a Community Interest Company (CIC), we channel our profits into social change activities, in our case, supporting local food organisations who are fighting food poverty.

    Your donation goes to those activities or helps us keep operating, thereby enabling us to continue to provide support to the organisations we work with.

  • Not at the moment but we are hoping to launch these by Christmas 2022.

How Does streetbox help?

  • A CIC is a Community Interest Company, which is a special type of limited company which exists to benefit the community rather than private shareholders.

    Community interest companies channel their profits into social change. We have to commit to a statutory asset lock in order to be accepted as a CIC. So by law, we must use our funds to achieve our social objectives. This is a binding agreement that is designed to inspire confidence and trust in both the public and in potential investors.

    A standard business is designed to enrich it’s shareholders - CIC’s are designed to enrich the world.

  • All of our produce comes from the wholesale fruit and veg markets of London. These markets order their produce months in advance, and base those orders on how much they have sold in previous years. To ensure there is a good supply they often over order and will have excess produce to meet any demands. Also demand can change and therefore they will sometimes have more in stock than they expected.

    Surplus is simply this - an oversupply of fresh produce in our markets.

    StreetBox only buys surplus fruit and veg. This is because we are on a mission to save surplus fruit and veg from going to waste, as due to oversupply problems, most surplus food will end up in landfill or otherwise disposed of as there is too much of it around to be sold.