Questions, Answered
The things people ask us most, in one place. Can't find yours? Email [email protected] and a human will reply.
Ordering online
How do I place an order?
Browse the shop, add what you like to your basket, and head to the checkout. You will get a confirmation email once your order is placed.
Can I cancel my order?
If we have not yet prepared or dispatched it, usually yes. Email [email protected] as soon as possible with your order number and we will do our best.
What payment types do you accept?
All major credit and debit cards, taken through a secure checkout. Payment is taken when you place your order.
My promotional code is not working
Check the code is copied exactly, the offer has not expired, and any minimum spend or exclusions in the offer's terms have been met. Still stuck? Get in touch and we will sort it.
Delivery & collection
Do you deliver?
Yes: free click and collect from both stores, local delivery on our own van across our Sussex delivery area, and national courier delivery for eligible items. The full details live on our delivery and collection page.
How does click and collect work?
Place your order online and choose the store that suits you. We will email you when it is ready to collect. Bring your confirmation and we will have everything waiting.
Can I get fresh food delivered nationally?
No. Fresh, refrigerated and frozen items are collection or local delivery only, so everything arrives as it should.
Returns
How do I return an item?
The easiest way is to bring it back to either store with your order confirmation or receipt. The full policy, including faulty and damaged items, is on our returns page.
Food allergies
I have an allergy. How do I know what your food contains?
Please speak to a team member before buying or ordering if you are unsure whether something contains an allergen, in the farm shop or in the cafes. We would always rather check than guess.
Visiting us
When are you open?
Monday to Saturday 9am to 5:30pm, Sunday 10am to 4pm, at both stores. We are open every day of the year apart from Easter Sunday and Christmas Day.
Are you dog friendly?
Very. Well-behaved dogs on leads are welcome throughout both stores, and yes, that includes the cafes.
Can I book a table at the cafes?
Roost at Scaynes Hill and the Bakehouse Kitchen at Stone Cross both work on a first come, first served basis, so no booking needed. See Eat & Drink for menus and serving times.
Talking to us
How can I reach a person?
Email [email protected], call Scaynes Hill on 01444 831311 or Stone Cross on 01323 488188, or say hello on Instagram @upcountry_sussex.