Orders

Q. Can I change/add delivery addresses?

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You can either do this at the point of placing an order, following the prompts provided, or you can log in to your account and manage your addresses using the ‘Addresses’ tab. Once an order is placed, you cannot change the address details for that order, so please check your details carefully before confirming.

Q. Is there an easy way to do repeat orders of the same products?

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If you create an account, you can view past orders and the same order to your basket. Once your account is set up, any orders from that point on will be stored.

Q. I have problems completing my order online?

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We recognise that from time to time systems can go a bit wrong, but you can avoid some common problems by:

  • Making sure your postcode is correct (an easy mistake is using the letter O instead of the number 0)
  • Ensure your payment method is valid
  • Ensure any promo codes are valid and apply to the items in your basket

Q. Can I be notified when a product is back in stock?

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If the product you are looking for is out of stock, simply enter your email address where prompted, and we’ll send you an email to let you know when it’s back available.

Q. My promo code doesn’t work

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Please make sure you have the qualifying products in your basket and check the terms and conditions to ensure the code is still valid.

Q. Can I order by phone?

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Unfortunately, we are only able to take orders via this website.

Q. Can I return my order?

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Due to the nature of our products for food health and safety reasons, we are unable to accept any returns.

Q. Can I amend my order?

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Once the order is placed you will no longer be able to amend the order.

Q. Is there a minimum order value?

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There is no minimum order value.

Q. Can I collect my order?

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Unfortunately, we are unable to accept collection of orders.

Delivery

Q. I have only received part of my order – what should I do?

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Due to weight restrictions, items may arrive as separate deliveries. If you have received a partial order, please check your tracking code. The remaining items should arrive either later the same day, or the next day.
If the remaining parts of your order don’t arrive by the next day, please get in contact with us using this form.

Q. My product has arrived damaged – what should I do?

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If your product(s) has arrived damaged, then please contact us using this form.

Q. I have received the wrong product – what should I do?

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Due to weight restrictions, items may arrive as separate deliveries. If you have received a partial order, please check your tracking code. The remaining items should arrive either later the same day, or the next day.
If the remaining parts of your order don’t arrive by the next day, please get in contact with us using this form.

Q. My order hasn’t arrived, what should I do?

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Please allow 3-5 working days for your delivery to arrive. If it hasn’t arrived after 5 working days, please contact us, ensuring you provide your full order details, including order number.

Q. How do I track my delivery?

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All our parcels are dispatched by DPD courier. They will make one delivery attempt. If this is unsuccessful then they will deliver your parcel to the nearest ‘Collection Point’. To track your order, use the tracking number sent to you by DPD in your dispatch confirmation email, this will take you to the DPD website.

Q. How long will delivery take?

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We aim to dispatch your order within two working days, however please allow 3-5 working days for your delivery to arrive.

Q. How much does delivery cost?

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Standard delivery is from £4.95. There are however some regional variations. View our full delivery information.

Flour

Q. Why is your buckwheat flour lighter in colour compared to others in the market place?

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When we mill buckwheat, we do so by removing the rough outer hull first. Our Buckwheat Flour contains all of the grain including the bran, but hardly any pieces of the outer hull and as a result, this makes the flour appear lighter in colour.

Q. What is the difference between corn starch, corn flour, maize starch and maize flour?

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Maize, or corn, is a versatile plant that can be milled into an array of different types of flours, including, corn starch, corn flour, maize starch and maize flour. Depending on which part of the maize kernel and how the maize is milled, the flour will be different. Corn starch (commonly used in America), corn flour (commonly used in the UK) and maize starch are very finely ground powders that are typically used as thickening agents, whereas maize flour has a slightly larger particle size and can be used for baking – often used in tortilla wraps.
We produce two types of flour derived from maize. The first is our Gluten Free Organic Maize Flour, which is a wholegrain flour and has a slightly larger particle size. We mill both the bran and the endosperm during production which gives it a naturally yellow colour. The second product is our Gluten Free Cornflour, a much finer flour, which is completely white and is commonly uses as a thickening agent in recipes.

Q. Do you bleach or bromate your flour?

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No, the addition of bleaching agents and the bromination of flour is not permitted in the UK.

Q. Are your Gluten Free Flours fortified with the Statutory ingredients?

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All refined white and brown flours (organic and non-organic) milled from wheat in the United Kingdom must have the so-called statutory ingredients of calcium, iron, thiamine and niacin added. There is currently no requirement by law to fortify gluten free flour.

Q. Will FREEE be fortifying their flour with folic acid?

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In accordance with the revised UK Bread and Flour regulations, Doves Farm Foods will be adding Folic Acid to non-wholemeal wheat flours when the fortification rules are enforced. We are still waiting on the exact time frames any required changes will need to happen, but all non-wholemeal flours are due to be fortified with Folic Acid by the end of 2026. Currently there are no plans to fortify Gluten Free Flours.

Q. How should I store my flour?

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Store your flour in a cool, dry place. Alternatively, storing flour in an airtight container, can prevent the ingress of moisture or psocids (flour weevils).

Allergens & Ingredients

Q: What are the typical levels of gluten in your gluten free products?

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The legal maximum limit for gluten in gluten free labelled products is less than 20ppm and all FREEE products comply with this limit. Please refer to our allergen policy for more information.

Q: What is the level of Aluminium in your Bicarbonate of Soda and Baking Powder?

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The level of Aluminium in our Bicarbonate of Soda is <0.5mg/kg. In our Baking Powder the level is <80mg/kg.

Q: Is the palm oil in your cookies and oat bars responsibly sourced?

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We use responsibly sourced RSPO (Roundtable on Sustainable Palm Oil) Palm Oil from organic certified producers in Colombia. It is non-GM (genetically modified), fully traceable back to a single mill, and being produced in South America it is in no way implicated in the destruction of Orangutan habitats. Indeed, being organic our producers are dedicated to enhancing their local environment, by setting aside at least 10% of their land for ‘wildlife corridors’, which not only encourages the growth of natural fauna and flora, but helps control pests and diseases in the organic palm crop. You can find out more information about the RSPO certification here and the Organic Standards here.

Q: Why do you use palm oil?

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We use palm fat because it is one of the few ‘vegetable oils’ that is naturally solid at room temperature. Most plant-based oils require hydrogenation to make them solid which is not allowed in organic products. Palm fat, butter and coconut fat are the only available options at this time. Unfortunately, Butter is not suitable for milk allergy sufferers or vegans, and Coconut fat has a very strong flavour, making it unsuitable for many products.

Q. Why do you use corn syrup in your cookies?

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Non-enzymatic, organic corn syrup is made from maize starch and adds colour and flavour to our cookies. We do not use high-fructose corn syrup (HFCS) which is processed to contain higher levels of fructose sweetener.

Q: Do you use hydrogenated fat in your products?

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No, we choose not to use hydrogenated fat in our products.

Q: Do you add artificial colourings, flavourings or preservatives to your products?

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No, we never add these to our products.

Q: Do you add enzymes during the production of your food?

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No, we never add enzymes to our products.

Q: Do you use nanotechnology to make your products?

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No, Nanotechnology techniques or tools are never used during cultivation, production, processing, or packaging of our food.

Q: Do you use genetically modified (GM) ingredients in your products?

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No, we never use GM material.

Q: What allergens do you have onsite?

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Please refer to our allergen policy here.

Packaging

For more general information on recycling, why not have a read of the resources below?

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https://oprl.org.uk
https://www.recyclenow.com/
http://www.bpf.co.uk/sustainability/plastics_recycling.aspx

Q. Can the film use for Oat Bars and Cookies be recycled?

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No, the film is currently not recyclable. However, we are actively looking at ways to moving to a recyclable film.

Q: Can the film used for your baking mixes be recycled?

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Whilst the film has a paper layer, giving an overall paper feel, unfortunately this is not recyclable. However, we are actively looking at ways to moving to a recyclable film.

Q. Can the FREEE Baking Essential tubes be recycled?

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The PP (Polypropylene) tube and lid are recyclable at home.

Q. Can the Cereal packaging be recycled?

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The cardboard box can be recycled at home. The inner bag can only be recycled with bags at large supermarkets.

Q. Can the Pasta packaging be recycled?

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The film can be recycled with bags at large supermarkets.

Q: Do you use recycled cardboard in food packaging?

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We do not currently use recycled cardboard for packaging that is in direct contact with food, as it is very difficult for carton board manufacturers to guarantee the sources of the material they recycle.

Q: Why don’t you use PET recyclable film?

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Food grade PET cannot be used to wrap products that are in any way dusty as this compromises the seal. As all our products produce an amount of dust the PET film currently available is not suitable for our packaging.

Doves Farm & FREEE

Q: What is the relationship between Doves Farm & FREEE

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Doves Farm and FREEE are both brands owned by the family business Doves Farm Foods Ltd.

Q. Can I combine orders from the Doves Farm and FREEE websites and save on delivery costs?

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Unfortunately, it is not possible to combine orders into one shipment at one delivery cost.

Q. I want to shop your Doves Farm branded product, but I can’t find them on this site?

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The full range of Doves Farm branded products, regular non-gluten free recipes and baking advice can be found on dovesfarm.co.uk.

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