FAQs – Frequently Asked Questions
What is a subscription?
We will deliver our luxurious raw honeys direct to your door on a regular basis. You choose the package that suits you and how often you would like to receive. With some of our packages there will be some discounts, surprises and free gifts along the way to say thank you for being a regular customer.
Can I make any changes to my subscription package?
You can choose any package you want when you first subscribe. If you want to change your package after you have made your first payment you will need to telephone us to cancel and then subscribe to a new package.
What are the limited edition honeys?
Limited edition honeys are special as these come from smaller harvests, these are reserved only for subscribers.
What happens if you don’t have my honey in stock?
From time to time nature and the honey bees don’t always produce enough of the exact same honey, so from time to time we reserve the right to substitute one type for another. We can however guarantee that whatever type you receive it will always be direct from the beekeeper and will be 100% pure, raw local honey or one from our infused range.
How will I be billed?
Your billing cycle begins on the day you place your order. For example, if you subscribe on September 10th, you will make your first payment on that date. After that you will be billed each month on the 10th of every month.
If you subscribe to a monthly package on the last day of the month the payment will always be taken on the last day of every month. So if you have subscribed on January 31st the next payment will be taken on 28th February.
If you subscribe near the end of the month but not on the last day of the month the date will move:
For example, if a monthly subscription is purchased on the 29th December, the next 4 payments will be charged on:
• 29th January – not the last day of the month
• 28th February – note that the date has switched to the last day of the month as there is no 29th day in February when it is not a leap year
• 31st March 2013 (last day of the month)
• 30th April 2013 (last day of the month)
How do I cancel my subscription?
Yes you can cancel at anytime. Please telephone us to cancel. After cancelling, we will not charge you for any subsequent payments, but you will receive a final package if you have already paid for that month.
If I buy a subscription as a gift, do I pay each month, or all at once?
For a gift, you will be debited from your account on the basis you have chosen, for example if you pay for 2 jars every 3 months you will be charged every 3 months. Your gift recipient will receive their box of honey for the period you have chosen.
How do I buy a subscription as a gift?
When you place your order fill out the shipping address section of the website with the name and address of the person you would like to give the gift to. We will deliver it to them for you.
Can I put a custom message into my gift?
You can add a custom note on the checkout page. Just click in the “order notes” link on the checkout page, and input your custom message, we’ll take care of the rest!
Can I request a specific shipping date for my gift?
If you need the box to arrive at a certain time for a wedding or a birthday, please email firstname.lastname@example.org and we will sort you out!
What if I miss my delivery?
Our courier company will attempt to deliver to you three times. We recommend that in the notes section on the checkout page you add any special instructions to help the courier. This can be a safe place to leave your package or a neighbour to leave your parcel with.
How does deliver work?
Delivery normally takes 48 hours. Deliveries are made from Monday to Friday. We can arrange next day and Saturday delivery if required. Please contact us and we will arrange this for you.
I moved, or am planning to move. Can I easily change my shipping address?
Yes. Simply log into your account on the website by clicking on the small circle with the arrow in the top right of the website. Click the first tab “Your Shipping Address,” and make the necessary changes. If you need to change the address on a gift, you’ll need to email us at email@example.com
Can I refund my order?
At this time we do not issue refunds unless your order is damaged, at which point we will issue full replacements at no cost to you. We do ask that you provide a photo of the damaged goods, so that we can relay that back to our couriers. Please email us at firstname.lastname@example.org
ALL ABOUT HONEY
Why buy raw honey?
Pots of honey have been found in the tombs of the great Egyptian pharaohs as an offering to the gods, showing how valued honey was, even in the ancient world. Though the honey had crystallised, it was perfectly edible; it had been there for nearly 3000 years!
Mankind has eaten honey for at least 9000 years and it keeps for an incredibly long time. Whilst our honey isn’t quite this ‘vintage’, its enduring popularity shows that some foods never go out of fashion. Honey remains one of the most sustainable, delicious sweeteners available to us today.
How is supermarket blended honey different to raw honey?
Most honey today that you buy in a supermarket is pasteurised (heat treated to 161 Fahrenheit or higher) – two main reasons for this are to stop fermentation and to be able to strain it: the modern market like their honey completely smooth. To get honey that is the same as the honey from the hive, you should buy honey that is not heated during extraction.
Most cheap supermarket honey contains a legal percentage of added syrup but can still be classed as honey.
Why has my honey crystallised?
All honey will at some point turn to sugar crystals. Some other terms for it are sugared, granulation, solidifying and crystallising, this is a natural process. The crystals may be large or small, a grainy, sandy type or smooth and creamy type. What makes it crystallize is due to the type of flower the honey bee visited when she gathered the blossom’s nectar.
The floral source determines whether the honey will turn into a solid form more quickly or not. Some honeys while raw will stay in a liquid form for quite a while. Other honeys will turn to a solid form within a few weeks. This is due to how stable the sugar crystal is in the nectar.
This is not honey turned bad, or anything that is affecting the taste or quality of the honey. You may find you like it! It spreads on toast or bread without dripping off. It won’t run off the spoon as you take it from the jar to your hot drink. To turn it back to a liquid gently warm the jar in hot (not boiling) water.
How can I make my honey runny?
If your honey has crystallised it’s a sign that you have 100% pure raw honey. To get it to liquefy just heat it gently in warm water, but not boiling water.
Why are there bubbles in my honey?
Honey foam is delicious. It is light, flavourful, and packed with air bubbles that have trapped some of the wondrous stuff that is in raw honey: pollen, propolis, wax, and, of course, raw honey. Honey foam may be one of the most surprising things about the appearance of raw honey. It is often greeted with the words: “What’s that white stuff on top?” Regardless of the raw honey’s form, runny or crystallised, it may be topped with a thin layer of froth, which will solidify in crystallised honey. If you find this honey foam in your jar, consider yourself lucky.
Why are you lucky if your honey has fermented?
It’s an unusual honey product and, whilst the name may not sound too glamorous, it still retains the sumptuous honey taste we all know and love. The stronger taste can be preferable to non-fermented honey for those with a more adventurous palate too.
What’s the best way to store your delicious honey?
In a cool dark cupboard at room temperature. Honey doesn’t need to be stored in the refrigerator.
What to do if you have a swarm of honeybees?
If you are in the London or Bedfordshire area we can remove the swarm for you. We charge a call out fee of approximately £40 to £60 depending on the distance and circumstances.
Please read the following information carefully. As we are beekeepers we can only remove a swarm if it’s a swarm of honeybees. Not all bees are honeybees and we cannot help with any other flying insects.
Please follow the steps below:
- First identify that it is a swarm of honeybees. Look at the picture above, a bee swarm at rest should look similar to the picture with all the bees together in a large cluster.
- Make sure they are honeybees. These are different to bumble bees. Honeybees are small and vary in colour from a golden brown to almost black. Bumble bees are much larger, rounder and furry with coloured stripes. Wasps and hornets can also sometimes be mistaken for honeybees.
- Take a photo where the bees are clearly visible. When bees swarm it’s because the hive has become overcrowded and they are looking for a new home. A bee swarm should not be aggressive as they generally only sting to defend their hive and swarming bees don’t have a hive to defend. If you are cautious about approaching the bees try to get a photo of a bee that is away from the main group.
- Email us with as much detail as possible regarding the bees and include as many photos as you can
Email your swarm reports to : email@example.com
If you have any questions please call us on 0203 302 5690
Please Note : The email address and phone number above are only staffed during office hours.