Frequently Asked Questions

If you can't find an answer to your question below, please contact us by phone on 0345 60 20 212* or email on [email protected].

(*Charged at local rate for mobiles)

Orders and Payments

► How do I place an order?

You can order online at www.countrywidefarmers.co.uk, by phone on 0345 60 20 212* or at one of over 60 stores. Find your nearest store using our store locator.

(*Charged at local rate for mobiles)

► When does payment leave my account when the order is placed?

We'll make a standard initial security check and then reserve your full order payment within 5 or 10 minutes. These reserved funds are then charged from your account when we send out your order.

If there are any problems with payment there may be a delay processing your order. If we're unable to process payment successfully your order may be cancelled but we'll always call or email you to let you know this has happened.

► Why won't the site process my payment?

Please ensure that the billing address matches the address to which your chosen card is registered, the payment will not go through if this is not the case.

► Which payment options to you accept?

We accept Visa, MasterCard, Maestro and Delta cards.

► Why has order been cancelled?

We may have to cancel your order if we cannot source the products required due to stock or supplier issues. This is very rare and we will make every effort to contact you to discuss alternative products if this situation does occur.

► Do I have to create an account to place an order?

Yes, if you have not shopped on line before you will be prompted to set up an online account with us, you will be asked for your address details and a valid email address.

► I can't log in to my account – help?

If you have forgotten your password you will be prompted to enter your email address and you will be sent instructions on how to change your password.

Deliveries and Returns

► When will my delivery arrive?

Our standard delivery timescales are 2-3 working days from the day of order, some items have longer lead times and this is clearly stated on the product page. We also have a next day delivery service for certain products, if this is available it will appear at checkout as an option.

You can see the progress of your order by clicking the link in your despatch confirmation email.

To see our full delivery and returns policy click here.

► Only part of my order has arrived?

If it is still within the order lead time of 2 -3 working days then please wait until this period has expired before contacting us. We can send parcels from multiple locations and it may be that your order is going to arrive in two or more parts.

If 3 working days have elapsed then please contact our customer service department who will be able to advise and assist you.

► Do you delivery to BFPO addresses?

Yes. We will deliver to BFPO addresses, please enter the address and BFPO post code at the checkout.

► Do you deliver to businesses?

Yes. We will deliver to a delivery address of your choice. You will need to select a different delivery address when completing your order.

► Can I cancel an order I have made online?

If you need to cancel your order, please contact our Customer Services Team on 0345 60 20 212*.

(*Charged at local rate for mobiles)

► Can I add something to my order?

Unfortunately you are not able to add items to your order once it has been placed. If you wish to order additional products you will need to place a new order on the website.

In this situation, please contact Customer Services and if the orders have not been despatched we will ensure that you do not incur double delivery charges.

► I have received the wrong item in my order?

If the product you have received is not what you were expecting please contact customer services as soon as possible who will organise a return and refund/ exchange.

► Do I need to be able to sign for my delivery?

All of our parcels are delivered by courier services that require a signature upon delivery. The courier company will leave a card if you were not available for delivery and you will be able to rearrange the delivery for a more convenient time.

► Why do some items take longer than 2 – 3 working days?

We offer a large range of products on our website and certain items will take longer to deliver. These are usually oversized delivery items or some products that are delivered direct to you from our suppliers. The extended delivery time for any items exceeding 2-3 days will be specified on the product page.

► How much do you charge for delivery?

For a full breakdown of our delivery options and charges click here

► Do you deliver to my address?

We deliver to all UK addresses however some post code areas will take longer to deliver and are not eligible for express delivery.

► Do you deliver outside the UK?

We are sorry but we are not able to deliver orders to addresses outside the UK.

► Can I collect my order instore?

You are able to collect your order from any of our stores, please select ‘collect from store’ at the checkout

► How long before I can collect my order instore?

Please allow the standard 2 – 3 working days for click and collect orders. You will receive an email confirmation when your order has been despatched and a phone call from the store to say your order is ready for collection.

► How do I return an item?

Please view our Delivery & Returns Policy by clicking here

► How long do I have to return an item?

You have 30 days from day of receipt to return the item either by post or to store.

► I have received a faulty or damaged product – what do I do?

Please contact our Customer Services Team on 0345 60 20 212* in the first instance who will be happy to assist you.

(*Charged at local rate for mobiles)

► Can I buy gift vouchers or cards online?

Customers can only purchase gift cards instore which can be used instore and online.

► Are the prices online the same price in store?

Prices online will match our store prices, the only exceptions are online exclusive products which are not available in store. Occasionally we will offer specific promotions which are only available online, these will be clearly marked as online exclusive promotions.

► If an item is out of stock online – can I still order it on the phone?

If the product is showing out of stock online please call customer services by phone on 0345 60 20 212* or email [email protected] who will check to see if new stocks are becoming available.

(*Charged at local rate for mobiles)

► Is your website secure?

Yes, our website privacy policy can be found here.

► Where can I find store details and opening hours?

Full details for all our stores can be found here

► How do I use a promotional voucher code online?

When you view your basket please enter your promotion code into the promotion code box and click 'apply'.

Contact Us

► What is your customer services phone number and opening times?

To place your order via the telephone: or for queries related to your online order.

Telephone: 0345 60 20 212*

Lines open Monday to Friday from 8.00am to 8.00pm and on Saturday from 8.30am to 6.00pm and Sunday 9.00am to 6.00pm. Outside these hours, please leave a message or email [email protected]

In all instances, we will endeavour to contact you within one working day.

(*Charged at local rate for mobiles)

Countryclub Reward Card

► Can I earn points using my Reward Card?

As long as you use the same email address as that registered to your Countryclub card you'll earn points for any purchases you make online at www.countrywidefarmers.co.uk

► Can I spend reward points online?

Yes you will see your available points to spend at checkout.

► Can I view my account balance and points?

You can view your Countryclub account and balance by going to the ‘my account’ section of the website

► I've lost my reward card - how do I get a replacement?

Please inform your local store and they will arrange for a new card to be issued.

Alternatively, you can email us at [email protected] or call us on 0345 60 20 212* and we will guide you through the process.

(*Charged at local rate for mobiles)

For our full Countryclub rewards FAQ's please click here