FAQ

GENERAL

What is the VEGUCATION CLUB?
Vegucation club is a club set up by Food Troops CIC, you join by signing up to the club and support food troops’ ethos. In return for signing up to the monthly vegucation club subscription you receive a box delivered to your door every month. This box contains an array of goodies, gifts and activities for children centred around vegetables.

What products will I get?
Every box contains 3 or more recipe cards, 3 or more ingredients, these could be branded or packaged by us, games, tasks, indoor, outdoor & craft activities as well as a themed free gift (think cooking utensil or exclusive Food Troops product).

Do I have to order every month?
No, we also have One-Off boxes so you can order a box whenever you feel like it, if you don’t want to commit to a subscription. If you have a subscription, you can cancel at any time and re-order whenever you like.

How do the subscriptions work?
We have pay monthly subscriptions, or you can pre-pay 6 months up-front. We also have gift subscriptions if you want to buy a subscription as a present.

Why don’t I receive your emails? You should receive our emails if you have purchased something from our site or signed up to our newsletter. Emails will be sent to the email address registered on your account. Check your junk/spam folder in case they are being stopped by your spam filter. If you would like to join our newsletter but haven’t yet purchased anything from us, please fill in the pop-up form on our website or email help:foodtroops.org if you have any issues.

How much does it cost?
We have four price plans:
1) A monthly subscription. £11.00 per month (plus Postage & Packaging;). This is a monthly subscription, you can cancel anytime in your customer account. If your subscription is active on the renewal date, your subscription will be auto-renewed at a cost of £11.00+P&P per month.
2) A one-off subscription. A one-off payment of £11.99 (plus P&P;).
3) A 6 month subscription. A one-off payment of £55.00 (plus P&P;). This is just £9.16 per box (or 6 boxes for the price of 5)
4) A sibling box subscription (double the ingredients). £18.49 per month (plus P&P;). This is a monthly subscription, you can cancel anytime in your customer account. If your subscription is active on the renewal date, your subscription will be auto-renewed at a cost of £18.49 (+P&P) per month. This is a saving of 20% for twice te ingredients.

Are there any hidden fees?
No, the box cost and delivery costs are the only charges. Subscriptions do auto-renew so be sure to cancel if you no longer want your box.

ACCOUNT
Can I login to my account?
Yes, when you make your first order, you will be able to set a password for your account. You can then login at the top of our website under ‘My Account’. Once you have logged in to your account, you can make changes to your subscription such as; change your shipping or billing address, payment details, change or cancel your subscription.

What happens when my subscription ends?
Your subscription will auto-renew until you cancel your subscription, so you don’t need to do anything should you want to continue with your subscription. You can set a reminder to be notified when your renewal is coming up.

Can I change my shipping address?
You can do this in your customer account at any time or alternatively, email us on help@foodtroops.org and we will be happy to help you.

PAYMENT

Which payment types do you accept?
Payment can be made via credit or debit card. We accept payment by most credit and debit cards.
We also accept Paypal.

When is my next payment and/or delivery due?
For monthly subscription plans, the payment for your first box will be taken when you signup. Subsequent payments will be taken on the 1st of the month. (For example if you sign up on 15th April, payment will be taken on the 15th April for your first box, 1st May for your second box and each month thereafter until you cancel).

I want to continue my subscription, what do I do?
Your subscription will automatically renew unless you cancel. So, you don’t need to do anything!

Can I suspend or pause my subscription?
You can make changes to your subscription in your customer account under ‘my account’ & manage subscriptions under ‘my orders’

I have a discount code, how do I use it?

You can add your discount or promotional code at checkout.

How can I cancel my subscription?
You can cancel your subscription at any time in your customer account. If you no longer want your subscription, please make sure that you cancel before your renewal date otherwise your renewal will be processed and you will be charged for that month’s box. Subscriptions are renewed on the 1st of the month, no refunds can be processed once your subscription has been renewed. If you are cancelling your subscription on or after the 1st of the month, you will still receive that month’s box as your box has already been allocated.

My voucher code will not work

Please check that your voucher code is still valid and hasn’t expired. Ensure you enter the discount code exactly (it will not working if an incorrect number or letter is accidentally added). If you are still having problems, please contact us at help@foodtroops.org and we will be happy to help.

PRODUCTS

Can I find out what is in my box?
We don’t reveal in advance what all of the box products will be exactly, it would spoil the surprise for you and the unboxing excitement! Sometimes we will have a sneak peek of a recipe or ingredient in the upcoming box on our website or social media accounts. You can see the contents of our recent past boxes on our ‘past boxes’ page above & there may be the opportunities to order these whilst stocks last.

How should I use the products in my box?
You will receive a box insert in your box with information on each product. You can also find further information on our website or blog for the individual products, descriptions for use and information on the product ingredients where possible.

Can i add extra products in my box?
You can add extra products to your box by going to our shop page and adding products and ingredients to your cart, check-out alongside your subscription box and we will add these to your box.. (Just add a message to us upon checkout if you would like these packaged separately).

Can I see a list of brands you are working with?
Please join us on social media to see the type of brands we work with and the products we feature. Please check this frequently for updates.

What if I don’t like the products in my box?
If this happens, make sure you email us to let us know. It’s important to us to hear your thoughts and we will respond to your email. We will try our best to resolve any problems you may have with your box. We may not be able to please every subscriber with every single box, so products that may not be for you or your child, always come in useful for gifts and presents for friends!

Will I get the same product more than once?
We create boxes that are as exciting and varied as possible. Occasionally individual ingredients may be used more than once in a different month but the recipes will be different in every monthly box.

I have food allergies What should I do?
Unfortunately we are not able to guarantee that your box will be free of certain substances or ingredients. We take allergic reactions very seriously but a person’s allergy problems are outside of our control, and as such we cannot promise that you will not have an allergic reaction to a featured product or ingredient. If you have an allergic reaction to a product, we understand you may not want to continue your subscription. If you suffer from an allergy to certain ingredients, we strongly recommend that you very carefully check the ingredients of a product before using it. If in doubt, do not use products that you think you could have an allergic reaction to. We cannot guarantee that any of our products do not contain allergens.

SHIPPING, DELIVERY AND RETURNS

Where do you ship to?
We currently only ship within the UK but please check our website or sign up to our newsletter for regular updates.

What happens if I receive a damaged item?
Unfortunately some parcels do not receive careful treatment in transit. If you receive a damaged or broken item in your box, please email us with details and a photograph of the damaged item/s so that we can help. We will arrange for a replacement to be dispatched to you as long as you contact us within 14 days of receiving your order. We reserve the right to refund the relevant amount back to your payment method (for example, if 1 of 5 products arrived damaged and we are unable to provide an identical item or item of the same or higher value, we reserve the right to refund 20% of your payment, including P&P, as a refund for the damaged item). If you receive any damaged or missing products, you must contact us within 14 days of receiving your order. Any complaints received after 14 days will not be eligible for a refund or a replacement.

What happens if I can’t be sent a replacement or my replacement doesn’t arrive?

Unfortunately the occasional parcel goes missing in the post and does not reach the recipient. Also, on occasion we may not have enough stock to provide an identical replacement. In the unlikely event that your parcel does not reach you or we are unable to provide a replacement item, we reserve the right to provide an alternative product or to refund the relevant amount back to your payment method (for example, if 1 of 5 items arrived damaged and we are unable to provide an identical item, we reserve the right to refund 20% of your payment, including P&P, as a refund for the damaged item). In a case of damaged or missing products, you must contact us within 14 days from the delivery date. In the case of a lost or missing box, you must contact us within 14 days from the date of shipment. Any complaints received after 14 days of your box being shipped will not be eligible for a refund or a replacement.

When will I receive my order?
Monthly boxes are usually dispatched between the 15th-20th of the month (+ or – 2 days). If the 15th of the month falls on a Saturday or Sunday, your box will be shipped on the next working day (+ or – 2 days). Boxes are sent via Royal Mail and should arrive within 3-5 working days of receiving your dispatch email. Please note that this is not guaranteed and you should allow 14 days for delivery, some parcels can take longer due to items being delayed, postal delays and during peak periods such as Christmas & New Year, and bank holidays. Limited Edition boxes ship at alternate times and you will be notified of the dispatch date.

My box hasn’t arrived!

Your box should arrive within 3-5 working days of receiving your dispatch email. If your box has not arrived within 5 working days, we recommend that in the first instance, you check with your local sorting office. Royal Mail should leave a red card if they are unable to deliver your box but sometimes these cards can be misplaced so we ask that you check with your local sorting office, in any ‘safe place’ and with your neighbours, if they may have accepted the delivery for you. If your box does not arrive, please contact us within 14 days so that we can help. Please note, if we have received delivery confirmation for your shipment, unfortunately we cannot provide a replacement or refund, as this proves delivery of the order. Once delivery has been made, we take no further responsibility for the shipment and products will be at your risk from the point of delivery. In the case of a lost or missing box, you must contact us within 14 days from the date of shipment. Any complaints received after 14 days of your box being shipped will not be eligible for a refund or a replacement box.

My box has been returned to you!

If Royal Mail are unable to make delivery they will hold your parcel at your local sorting office for collection. Your box will only be held for 18 days. If it is not collected within this time, it may be returned to us. If your box is returned to us and you would like it sending out again, we will be more than happy to reship your box. We charge P&P at £3.75. This is because we have to pay for postage again and the mailing box needs to be replaced when parcels are reshipped. If your box is returned to us, please contact us on help@foodtroops.org

Can I return my box?

Should you be unhappy with a box, please let us know. It’s important for us to hear your thoughts and we will do our best to resolve any problems you may have with your box.

GIFT SUBSCRIPTIONS

Can I buy a box or subscription as a gift?
Yes you can, view our subscription options for a choice of gift boxes and subscriptions. Gift subscriptions do not renew unless you tick the box at checkout.

Are gift boxes sent at the same time as the monthly boxes?
Yes they are sent at the same time as the regular subscription boxes.

Can I include a gift message?
Yes you can, you will be promoted to add a gift message when you purchase a gift subscription.

OTHER FAQ’s

Why should I join your mailing list?
Joining our mailing list enables us to keep you updated via email about new products and brands, promotions and limited edition boxes. It will also allow us to send you promotion offers that you won’t want to miss! If you join our mailing list you can unsubscribe at any time if you decide you don’t want to receive our newsletters.

I’m a brand, can I work with you?
Yes! We are always interested in hearing from brands, especially; vegan, ethical food brands that share similar ethos to us. If you would like your brand to be featured in the Vegucation Club boxes or if you would like to collaborate/partner with us in any way, please email us, we would love to hear from you.

I’m a Blogger or Social Influencer, can I work with you?
Yes! We are always interested in hearing from bloggers and social influencers. If you would like to review The vegucation Club Box or collaborate/partner with us, please email us or message us on our social media channels, we would love to hear from you.

I can’t find the answer to my question!
Please email us on chelp@foodtroops.org and we will do our best to help you.

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