FAQs

You will receive a confirmation of the order for your next box via email 2 days in advance.

Collection on the day will include:

• Your patron box
• Add 1 choice item to your box from the following:
  • A 4 item shop from the market
  • A Just Meal from the freezer
  • A plant (not including individually priced plants with the grey dot)
  •  A bunch of flowers
  • A cafe food or drink item

If your name is not on the collection sheet, this means you cannot collect a box as an order has not been created as no payment has been taken.

If you believe this is in error, you will need to provide the the confirmation email for the order for that week. The email will display an order date between 2 and 5 days before the collection day. Without that email, you cannot receive a box and should check your subscription via your account.

From our website at http://thefoodworks.org go to the top navigation menu and click “My Account”. You can manage your orders and subscriptions, account details, address and payment methods from here.

The ‘My subscription’ section allows you to view and manage your subscriptions:

• Put a subscription on hold
• Reactivate a subscription
• Cancel a subscription

You can also see all past orders that your subscription has generated.

From your account page, go to the subscriptions section to view the subscription you want to manage. On the subscription page under “Actions” are one or several buttons. Press the Suspend button to suspend your subscription. Please ensure that you do this before your weekly renewal comes through (an automated email notification is sent to you every week at the time of the renewal). This usually means two days’ advance notice. Please allow for the same notice when reactivating your subscription.

Subscriptions that are on hold for more than a month will be cancelled. Please contact us if you need to pause your collections for an extended period.

Please note that the deadline for putting boxes on hold is 48hours before your collection day otherwise payment will be taken and box made up for you.

From your account page, go to the subscriptions section to view the subscription you want to manage. On the subscription page under “Actions” are one or several buttons. Instead of a Suspend button there should now be a Reactivate button. Press that to reactivate your subscription. Please ensure that you do this before your weekly renewal comes through for the week that you wish to resume collecting. This usually means two days’ advance notice.

There are 3 options:

• You can pause your subscription from your account. This needs to be done at least 2 days before your collection day otherwise money will still be taken.
• You can collect 1 day late, with the understanding that this might mean the food it contains is older and maybe of reduced quality.
• You  can donate your subscription fee and not collect your box.

Any box not paused or uncollected after 1 day is assumed to be donated and food will be reused.

Day and/or location changes must be made before your payment date for the change to be successful for your next box – this is usually 48hours before your collection day. Otherwise, you will have to still collect on your normal day until the following week.

From your account page, go to the subscriptions section to view the subscription you want to manage. On the subscription page under “Subscription totals” is the list of items on your subscription, and a “Modify” button next to each item. Press the Modify button next to the item you wish to modify, and choose a new item.

This is similar to placing an order for that item, and will take you to the checkout page. When simply switching collection day or site, the item price will be the same, and so there will be no charge during checkout. If the requested item is out of stock or a collection slot isn’t available, you will not be able to switch to it.

If you are unable to collect on your usual day as a one-off, you can either temporarily suspend your subscription that week or collect your box up to 24 hours later. Please email us at info@thefoodworks.org if you would like to do this so we know to save your box. Unfortunately we can’t accommodate ad hoc swaps of collection days. 

Handsworth Opening Times for Collections (marketplace opens from 11am) 

Monday, Tuesday & Sunday – 10:00 – 14:00

Wednesday, Thursday, Friday & Saturday –  10:00 – 15:00

Sharrow Opening Times

Monday, Tuesday – 10:00 – 14:00

Wednesday, Thursday & Friday –  10:00 – 15:00

Upperthorpe Opening Times

Monday, Wednesday, Thursday & Friday – 10:00 – 15:00

Tuesday –  10:00 – 14:00

From your account page, go to the subscriptions section to view the subscription you want to manage. On the subscription page under “Actions” are one or several buttons. Press the “Change payment” button to change the payment method for this subscription.

From your account page, go to the “Payment methods” section to view your saved payment methods. From there you can add new payment methods and delete existing ones.

PLEASE NOTE: This is only for future orders, it does NOT affect existing subscriptions even if you delete the payment method. Please see the previous question above if you wish to change the payment method for an existing subscription.

Food Works Handsworth is open 7 days a week including bank holidays (aside from Christmas Day, Boxing Day & New Years Day) and patron box collections are unaffected by bank holidays.

Food Works Sharrow is closed on Bank Holidays. If you normally collect a box on a day that falls on a bank holiday from Sharrow your box will be available to collect from Handsworth on that day by default instead. If you can’t make it to Handsworth to collect, please pause your subscription.

From our website at http://thefoodworks.org go to the top navigation menu and click “my account”. If you’re not logged in, there is a “Lost your password?” link below the login button. Click that and then enter the same email address you used to register your account with. An email will be sent to you with a link to set a new password.

From your account page, go to the subscriptions section to view the subscription you want to manage. On the subscription page under “Actions” are one or several buttons. Press the Cancel button to cancel your subscription. Note that this does not refund any renewals that have already been charged. If you were charged for a renewal that you have yet to collect, then you can still collect it.