We aim to respond to all customer queries within 1 working day.
9am – 5pm, Monday to Friday
Summerdown Farms Ltd
PO Box 6636
Shepherd’s huts enquiries
Press and marketing enquiries
What does your question concern?
Below we answer some frequently asked questions about our products, online ordering, deliveries and stockists. If your question isn’t answered here, please do fill in the form below with your query and we’ll do our best to reply within 1 working day.
Where do I input the promotional code?
When you ‘view shopping basket’ on the right hand side of the screen, there is a space to enter your promotional code. Alternatively if you have progressed to ‘check-out’ there is a pop-up box which reminds you to enter a promotional code if you have one.
My promotional code won’t work?
Firstly, please ensure that the code validity date hasn’t expired. Please also check that you’re inputting the code in lower case. Codes cannot be used in conjunction with any other code so only one code will work at a time. Subscriptions, sale items and Summerdown specials (our discounted bundles) are excluded from promotional codes.
The website won’t accept my postcode / I receive an error message about my address?
For your own security and to protect against fraudulent transactions, our credit card payment software (Stripe) only processes payments where the billing address and postcode matches the registered address and postcode of the card being used. If these don’t match, an error message will appear. Please try and input your details again and ensure that the address in your billing address matches the address where your card is registered to.
The website doesn’t recognise my email address and password?
Even though you may have previously purchased from us, the website will only recognise you if you have previously ‘registered’ as a customer. It may be that you checked out as a ‘guest’. Being on our email mailing list is different to being a registered customer on our website. If you are unsure, we would be happy to check your account status on our system – please email firstname.lastname@example.org and we will check for you.
How do I log-in / log-out of my account or update my details?
Next to the ‘About us’ in the top menu, there is a little person icon. Click on this and you’ll be able to log-in or out, check your previous orders and update any personal details.
I don’t live in the UK, can I order online?
Currently we can only accept orders from UK billing addresses. From time to time we are able to assist with ad hoc overseas requests but this is dependant on shipping costs and unfortunately, we might not be able to help during busy periods. Please email email@example.com with your address, which items you would like to order and we will get back to you.
Where can I buy one of your products in a shop near me?
Please email firstname.lastname@example.org with your postcode and the products you’re looking for and we will do our best to get back to you within 1 working day.
Do you sell Summerdown overseas?
We sell Summerdown in Europe, the USA, Middle East, Far East and Australia. For all queries, please email email@example.com and we’ll do our best to help.
Are your chocolates vegan?
All of our chocolates are vegan, with the exception of the Mint Chocolate Collection and our Peppermint truffles.
Are your products gluten free?
Yes all of our chocolates are gluten free.
Does your tea contain caffeine?
No, none of our tea contains caffeine.
What are your ingredients?
All our product ingredients are listed on the website on the individual product pages (the tab at the bottom of the page)
Do your chocolates contain allergens?
Please refer to the product ingredients listed on the individual product page of the Summerdown website as ingredients and allergens may vary per product.
Are your Body, bath & home products tested on animals?
No, we never test our products on animals.
Are your body, bath & home products suitable for vegans?
Our body, bath & home products are suitable for vegetarians but not currently suitable for vegans as some of them contain lanolin and other animal derivatives.
What is the 2% unnatural part of your body, bath & home products?
We use naturally derived products where possible and our collection is 98% natural.
In the case of the diffuser for example the fragrance contains 2% chemicals in order to deliver its award winning fragrance.
Do your products contain palm oil?
Our chocolate and tea products do not contain palm oil. Although palm oil isn’t listed as an ingredient within our body, bath and home range, some of the products do contain ingredients which are derived from palm. Currently, the sourcing of these component parts isn’t certified as sustainable. However, we are in the process of reviewing all of the formulations in the body, bath and home collection and the updated products will use sustainable palm oil which is RSPO certified.
How can I pause or amend my subscription?
It isn’t currently possible to do this online so please email firstname.lastname@example.org and let us know if you would like to pause your subscription or make changes to it and we will do our best to help you.
How do I cancel my subscription?
You can do this by going to your ‘Account page’ and find subscriptions and then ‘cancel’.
How do I book a stay?
You can book your stay through Airbnb either by clicking on the links on the Stay at Summerdown page of the website or by searching for properties in ‘Oakley, Hampshire’ which will bring up the Summerdown shepherd’s huts that are available for booking on the dates you’d like to stay.
Are children welcome to stay at Summerdown?
Children over the age of 13 are welcome to stay when accompanied by a parent or guardian. Each shepherd’s hut sleeps 2 people
Can I bring my dog to Summerdown?
Due to the abundant wildlife on the doorstep of Summerdown, we are unable to welcome dogs to stay on the site.
Is there Wifi in the Shepherd's huts?