Terms of service
Last updated: 19 August 2026
Please read these terms carefully. They set out who we are, how we supply your veg box, how and when you can change or cancel a subscription, and what to do if something goes wrong.
Nothing in these terms reduces your legal rights as a consumer. If any part of these terms conflicts with your statutory rights, your statutory rights apply.
1. Who we are
This website, londonvegbox.com, and the London Veg Box service are operated by London Veg Box Ltd, a private limited company registered in England and Wales.
| Company number | 17094117 |
| Registered office | 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ |
| hello@londonvegbox.com | |
| VAT | We are not registered for VAT, so no VAT is charged on our prices |
In these terms, "we", "us" and "our" mean London Veg Box Ltd. "You" and "your" mean the person placing an order or using the site.
We handle all enquiries and complaints by email at hello@londonvegbox.com. We do not operate a telephone line.
1.1 Our history
London Veg Box has traded since 2020. Until 16 March 2026 the business was run as a sole trader under the name London Veg Box. On that date the business, including all customer subscriptions, transferred to London Veg Box Ltd.
From 16 March 2026 your contract is with London Veg Box Ltd. If you have a question or claim about a delivery made before that date, contact us at hello@londonvegbox.com and we will deal with it in the same way as any other.
2. About these terms
These terms apply to every order you place with us and to your use of our website. By placing an order you agree to them.
We may update these terms from time to time. Section 15 explains how we will tell you about changes and what you can do if you don't accept them.
Our Quality and Refunds Policy forms part of your agreement with us. Our Privacy Policy is not contractual, but it explains how we handle your personal information and you should read it alongside these terms.
Our store is hosted by Shopify Inc. Subscriptions are managed through Recharge. We use Typeform for customer surveys and box preferences, and Klaviyo to send our emails. Payments are processed by Shopify Payments and, where you choose them, third-party wallets such as Shop Pay, Apple Pay and Google Pay. These providers handle your data as described in our Privacy Policy.
3. Who can order
You must be at least 18 years old and have a delivery address within our delivery area to place an order.
You may not use our website or service for any unlawful purpose, or in any way that interferes with it. Section 17 sets out the full rules for using the site.
4. How a contract is formed
Placing an order on our website is an offer to buy. A contract is formed when we send you an order confirmation or subscription confirmation by email.
For subscriptions, a separate contract is formed for each box at the point that box's order locks, at 22:00 on the Monday before delivery (see section 5.3).
We may refuse or cancel an order, and will tell you why. Reasons include: the delivery address falling outside our delivery area, a product being unavailable, an error in the listed price or description, or a payment not being authorised. If we cancel an order you have already paid for, we will refund you in full.
5. How subscriptions work
Our veg boxes are normally supplied as a recurring subscription. This section is important, so please read it.
If you would prefer not to subscribe, email us at hello@londonvegbox.com and we can arrange a pre-payment instead. Sections 5.2 to 5.7 do not apply to pre-paid arrangements; we will agree the terms with you by email.
5.1 Your delivery day
Your delivery day is set by your postcode:
- Tuesday. W6, W8, W12, W14, SW3, SW6, SW7, SW10, SW13, SW14, SW15, SW17, SW18, SW19, SW20
- Wednesday. SE1, SE11, SE21, SE24, SW1E, SW1P, SW1V, SW1W, SW2, SW4, SW5, SW8, SW9, SW11, SW12, SW16
We may change your delivery day where route changes require it, and we will give you reasonable notice by email if we do.
5.2 Recurring payment
By subscribing you authorise us to take a recurring payment from your saved payment method for each box, at the frequency you select.
Your first payment is taken when you place your order. After that, payment is taken early on the morning of each delivery day.
You can view and manage your subscription, payment method and schedule at any time at londonvegbox.com/tools/recurring/login.
5.3 The Monday 22:00 cut-off
You can skip, pause, change the size of, or cancel any box free of charge up to 22:00 on the Monday before your delivery.
After 22:00 on Monday your order is locked. We buy produce by hand for that week's boxes on the Monday night, against the orders confirmed at that point. Once your order has locked we cannot cancel or refund it, because the produce has been bought specifically for you.
This does not affect your rights if the box we deliver is faulty, not as described, or does not arrive (see section 10).
5.4 Customising your box
At around 05:30 on the morning of your delivery we email you that week's list, with a link to customise your box. The link closes at 10:00 that morning.
Customising is optional. If you do not customise your box before 10:00, we will prepare a box for you, chosen by us from that week's produce and taking account of any preferences and dislikes recorded on your account.
Customising lets you swap items out, add items in, or remove them, within your box's size and value. It does not change the price you have already been charged.
5.5 Changing your subscription
You can change your box size, delivery frequency, delivery address, preferences and dislikes at any time through your account. Changes made before 22:00 on Monday apply to that week's box. Changes made after that apply from the following delivery.
5.6 Failed payments
If a payment fails, we will attempt to take it again and will email you. If we cannot take payment, that week's box will not be delivered. If payments keep failing, we may pause or end your subscription. You remain responsible for any amount properly owed for boxes already delivered.
5.7 Cancelling your subscription
You can cancel at any time, for any reason, with no cancellation fee and no minimum term.
To cancel, log in at londonvegbox.com/tools/recurring/login and cancel there, or email hello@londonvegbox.com. Cancelling is no harder than signing up.
If you cancel before 22:00 on Monday, no further payment will be taken and no further box delivered. If you cancel after 22:00 on Monday, that week's box will still be delivered and charged, and your subscription will end after it.
6. Prices and payment
Prices are shown on our website in pounds sterling. We are not registered for VAT, so no VAT is charged.
Delivery is included in the price of your box for addresses within our delivery area. There is no separate delivery charge.
We take reasonable care to price our products correctly. If we discover an error in the price of something you have ordered, we will contact you before dispatch and give you the choice of continuing at the correct price or cancelling. If we cannot reach you, we will treat the order as cancelled and refund you.
Section 15.2 explains how we handle price changes to an existing subscription.
7. Delivery
7.1 Where and when we deliver
We deliver to the postcodes listed in section 5.1, between 11:00 and 20:00 on your delivery day.
We cannot offer a fixed slot, because routes are planned for efficiency. On the morning of your delivery we will email you a two-hour window, and we will email again when your box has been delivered.
Deliveries are made by our own team, not by a third-party courier.
If you move outside our delivery area we will not be able to continue your subscription, and we will help you cancel it.
7.2 How we pack
We pack boxes by hand and keep produce chilled in a refrigerated van. Depending on the round, your box may be made up in advance or on arrival.
7.3 If you are not in, and who carries the risk
You can add a delivery note to your account nominating a safe place, for example a porch, a side gate, or a neighbour. We will follow it every week.
If you nominate a safe place or a neighbour, you are asking us to deliver to that place or person. Once we have left your box there, it is in your possession and the risk passes to you. We are not responsible for a box that is taken, damaged or deteriorates after we have left it where you asked. Fresh produce is perishable, so please collect it promptly, particularly in warm weather.
If you have not nominated a safe place and nobody is in, we will use our judgement to leave the box somewhere as secure and shaded as we can, and email you to tell you where. In that case the risk stays with us until you take possession, so if the box goes missing or spoils before you get to it, tell us and we will put it right.
If we cannot deliver at all because access is blocked, the address is wrong, or the details you gave us were incorrect, we will contact you. We may charge for a redelivery, or treat the box as delivered, where the cause was within your control.
7.4 Cold chain
We keep produce chilled in transit to reach you as fresh as possible. Once delivered, storing produce appropriately is your responsibility.
7.5 Late or missed deliveries
If we miss a delivery entirely, tell us and we will redeliver, credit your account, or refund you, whichever you prefer. If we are running late, we will let you know.
8. What's in your box, and substitutions
Our boxes are built from what is genuinely at its best at the time we buy. Contents vary from week to week and are not fixed.
Product listings, photographs and example contents on our website are illustrative. They show the kind of produce a box may contain, not a guarantee of specific items.
We may substitute any item for another of equal or greater value and comparable type where the original is unavailable, of insufficient quality, or where crop, weather or supply conditions require it. Substitution is part of how a seasonal box works and is not a fault.
8.1 Growers
Where we can, we name the growers behind the produce we supply. Which growers appear in any given week depends on availability and on demand, so the names shown on our website, in our emails, on our packaging and in our marketing may change from week to week.
Naming a grower is a description of where produce has come from at the time of writing. It is not a guarantee that produce from that grower will be included in your box, or in any future box.
8.2 Preferences and natural variation
Where you have recorded dislikes or preferences on your account we will use reasonable efforts to respect them, but we cannot guarantee that every preference can be met in every box.
Fresh produce varies naturally in size, shape, colour and appearance. Variation is not a defect.
9. Allergens, food safety and washing
Please read this section if you or anyone in your household has a food allergy or intolerance.
9.1 Allergens we handle
We handle celery, celeriac, nuts, gluten, soya, sulphites and milk.
Boxes are packed by hand in a shared working environment, alongside other customers' orders. We cannot guarantee that any item is free from any allergen, and we cannot rule out cross-contamination. If you have a severe allergy, please consider carefully whether our service is right for you.
9.2 Pre-packed items
Some items we supply are pre-packed by their producer and carry their own ingredient and allergen labelling. Always read the label on the item itself. Where our website and the product label differ, the product label is correct.
9.3 Tell us about allergies
If you or a member of your household has a food allergy or intolerance, please tell us at hello@londonvegbox.com before your first delivery, and record it on your account. We will use reasonable efforts to accommodate it, but subject to section 9.1 we cannot guarantee an allergen-free box.
9.4 Washing
Please wash all fruit and vegetables thoroughly before eating. Our produce comes direct from growers and may carry soil. It is not pre-washed.
10. If something is wrong with your box
10.1 Your legal rights
Under the Consumer Rights Act 2015, the goods we supply must be of satisfactory quality, fit for purpose, and as described. If they are not, you have legal rights to a repair, replacement, refund or price reduction. Nothing in these terms affects those rights.
10.2 How to tell us
Because produce is perishable, please tell us within 24 hours of delivery if an item is not right, and send a photograph if you can. Email hello@londonvegbox.com.
The 24-hour window lets us investigate while the produce is still fresh and trace an issue back to the grower. It does not remove your statutory rights. If you discover a problem you could not reasonably have spotted within 24 hours, tell us and we will still put it right.
10.3 What we will do
Where an item is not of satisfactory quality, we will credit or refund that item, or replace it in your next box, whichever you prefer. Where a substantial part of the box is affected, we will credit or refund the whole box.
We do not need the item returned. Please dispose of it or compost it.
Full details are in our Quality and Refunds Policy.
11. Your right to cancel under the Consumer Contracts Regulations
You have a legal right to change your mind about most things bought online within 14 days. Two points about how that applies to us.
11.1 Fresh produce is exempt
The 14-day right to change your mind does not apply to fresh fruit, vegetables, eggs, bread or other perishable goods, because they are liable to deteriorate or expire rapidly. This exemption is set out in regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
In practice this makes very little difference to you, because section 5.7 lets you cancel your subscription at any time before the Monday 22:00 cut-off at no cost, which is more generous than the statutory position.
11.2 Non-perishable items
For non-perishable items, for example coffee or other store-cupboard products, you do have 14 days from the day you receive them to change your mind and get a refund. The goods must be returned unused and, where sealed for hygiene reasons, unopened.
To exercise this right, email hello@londonvegbox.com with a clear statement that you are cancelling, or use the form below. Return the goods to us within 14 days of telling us; you bear the cost of return. We will refund you within 14 days of receiving the goods back.
11.3 Model cancellation form
To: London Veg Box Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, hello@londonvegbox.com
I hereby give notice that I cancel my contract of sale for the following goods:
Ordered on / received on: Name: Address: Date:
12. Taster offer, discounts and referrals
12.1 The taster
Our taster offer is a free sample of one or two items. It is not a full veg box. It is intended to let you try the quality of our produce before you commit.
Unless the offer says otherwise:
- The taster requires you to start a subscription. You can skip, pause or cancel that subscription at any time under section 5.7, including before your first paid box
- The taster is limited to one per household and per delivery address
- It is available to new customers only
- It has no cash alternative and cannot be transferred or resold
- We choose the items included
12.2 Discount codes and referrals
Where we offer a discount code, promotional price or referral reward, and unless the offer says otherwise:
- Offers are limited to one per household and per delivery address
- Offers cannot be combined with each other
- Offers have no cash alternative and cannot be transferred or resold
- We may withdraw, change or extend an offer at any time. Withdrawal will not affect an offer you have already validly claimed
- We may cancel an order and withhold a reward where we reasonably believe an offer has been abused, for example through multiple accounts at one address
13. Ending the contract
13.1 By you
You can cancel at any time under section 5.7.
13.2 By us
We may end your subscription by giving you reasonable notice by email, usually at least 14 days, for any reason, including if you move outside our delivery area or we stop serving your route.
We may end your subscription immediately if you seriously or repeatedly breach these terms, if you do not pay for boxes delivered, or if you behave abusively towards our team.
If we end your subscription, we will refund any amount you have paid for boxes not yet delivered, unless the order has already locked under section 5.3 and the produce has been bought.
14. Our responsibility for loss or damage
14.1 What we do not exclude
Nothing in these terms limits or excludes our liability for:
- death or personal injury caused by our negligence
- fraud or fraudulent misrepresentation
- breach of your statutory rights under the Consumer Rights Act 2015, including that goods are of satisfactory quality, fit for purpose and as described
- defective products under the Consumer Protection Act 1987
- anything else that cannot lawfully be limited or excluded
14.2 What we are responsible for
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or of our failure to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen, or if we both knew it might happen when the contract was made.
14.3 What we are not responsible for
We are not responsible for loss or damage that was not foreseeable, or that arises because you did not follow reasonable instructions. For example, if you did not wash produce as set out in section 9.4, did not store it appropriately, or did not collect a box promptly from a safe place you nominated under section 7.3.
We supply our products for domestic and private use. If you use them for any commercial purpose, we will have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity.
14.4 Our website
We do not guarantee that our website will always be available or uninterrupted. We may suspend, withdraw or change all or part of it. We will use reasonable efforts to give notice of any planned suspension.
15. Changes to these terms and to prices
15.1 Changes to these terms
We may change these terms. Where a change materially affects you as a subscriber, we will email you at least 30 days before it takes effect. If you do not accept the change you can cancel at any time before it takes effect, at no cost.
Minor changes, such as correcting a typographical error or reflecting a change in the law, may take effect immediately.
15.2 Changes to prices
We may change the price of a subscription. We will email you at least 30 days before a price change takes effect, telling you the current price, the new price, and the date it applies from.
You can cancel at any time before the new price takes effect, and no increased amount will be taken from you before that date.
Prices for one-off purchases may change at any time before you place an order, but a change will never affect an order you have already placed.
16. Events outside our control
We are not liable for any failure or delay caused by an event outside our reasonable control. This includes extreme weather, crop failure or harvest disruption, flooding, fire, epidemic, strikes, road closures, fuel shortages, vehicle breakdown, and failure of public or private telecommunications or transport networks.
If such an event happens we will contact you as soon as we can, and we will refund or credit you for any box we are unable to deliver.
17. Using our website
17.1 Acceptable use
You may not:
- use the site for any unlawful purpose, or to break any applicable law
- upload or transmit any virus, worm or other malicious code
- attempt to interfere with, damage or circumvent the security of the site
- scrape, crawl, spider or harvest data from the site without our written permission
- collect or track other people's personal information
- submit false or misleading information, or impersonate anyone
- post anything unlawful, defamatory, obscene, threatening, harassing or discriminatory
- reproduce, duplicate, copy, sell or resell any part of the site or the service without our written permission
We may suspend or end your access to the site if you breach this section.
17.2 Our intellectual property
All content on our website, including text, photography, illustrations, the London Veg Box name and logo, and the design of the site, belongs to us or our licensors and is protected by copyright and trade mark law. You may view and print content for your own personal use. You may not use it for any commercial purpose without our written permission.
17.3 Content you send us
If you send us reviews, comments, photographs or suggestions, you keep ownership of them, but you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, edit and publish them in connection with our business, including in marketing. You confirm the content is yours to give and does not infringe anyone else's rights.
We may remove content we consider unlawful, offensive or in breach of these terms, but we are not obliged to monitor it.
17.4 Accuracy of website information
We take care to keep our website accurate, but content is provided for general information and may contain errors or become out of date. We may correct errors and change or remove content at any time. Where an error affects an order you have placed, sections 4 and 6 apply.
17.5 Links to other websites
Our site may link to third-party websites. We do not control them and are not responsible for their content, products or practices. Please read their terms and privacy policies before using them.
18. Your personal data
We use your personal data as set out in our Privacy Policy. Please read it. It explains what we collect, why, who we share it with, and your rights under UK data protection law.
19. Complaints
If something has gone wrong, email hello@londonvegbox.com. We aim to acknowledge complaints within 2 working days and resolve them within 14 days.
We are not a member of an alternative dispute resolution (ADR) scheme and do not agree to use one. If we cannot resolve your complaint, you can get free, independent advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk, or you can take the matter to court.
20. Business customers
If you are buying as a business rather than as a consumer, sections 10.1, 11, 14.2 and 15 do not apply to you. Instead:
- all implied terms, conditions and warranties are excluded to the fullest extent permitted by law
- our total liability to you in connection with any order is limited to the amount you paid for that order
- we are not liable for loss of profit, loss of business, business interruption or loss of anticipated savings
- nothing excludes our liability for death or personal injury caused by negligence, or for fraud
21. General
Assignment. We may transfer our rights and obligations under these terms to another organisation. We will tell you in writing, and it will not affect your rights. You may not transfer your rights or obligations without our written consent.
Third parties. No one other than you and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.
Severability. If any part of these terms is found to be unlawful or unenforceable, the remaining parts continue in force.
Waiver. If we do not insist that you perform an obligation, or delay in enforcing our rights, that does not mean we have waived them.
Entire agreement. These terms, together with our Quality and Refunds Policy, form the whole agreement between us about your use of our service.
22. Governing law
These terms are governed by the law of England and Wales, and disputes may be brought in the courts of England and Wales.
If you live in Scotland you may bring proceedings in either the Scottish or the English courts. If you live in Northern Ireland you may bring proceedings in either the Northern Irish or the English courts.
Nothing in this section removes the protection of any mandatory consumer law that applies where you live.
23. Contact us
London Veg Box Ltd Registered in England and Wales, company number 17094117 Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
Email: hello@londonvegbox.com