FAQs

Sometimes DPD deliver items in two drop offs. This is often because of weight restrictions – so if you have ordered a sack plus other items, it can travel in two vans to you.  If you receive some of your items, check back at your tracking code, and 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.

If this is the case, we’re very sorry. We ensure that all products leave our warehouse appropriately packed and in perfect condition. If your product(s) has arrived damaged, then please contact us using this form.

We are sorry, if you have received the wrong product. Please contact us using this form and we will get it sorted as quickly as possible.

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

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.

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

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

Absolutely. 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 ‘Address Book’ tab. Once an order is placed, you can’t change the address details for that order, so please check your details carefully before confirming.

Yes! This is a great reason to create an account. You can view past orders and at the click of a button, can add the same order to your basket. It really is that simple. But you will need to create an account for it to work. Once your account is set up, any orders from that point on will be stored.

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

• Make sure you’ve clicked on and selected your delivery address, so it’s highlighted.
• 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
• If you’re using a promo code, make sure it’s still valid

Yes. 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.

Everyone loves a promo code, but not when they don’t work. In the event of one not working, please make sure you have the qualifying products in your basket and check the terms and conditions to ensure the code is still valid.

We are only able to take orders via this website.

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

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

There is no minimum order value.

Organic farmers are not usually troubled by pest outbreaks, as they use crop rotations and mechanical intervention to nurture crop health and prevent pest attack.

When organic grain is transported from farms around the country it must be accompanied by a ‘yellow passport’ which shows where it has come from and any post-harvest pesticide treatments it has received. We carefully monitor all yellow passports and reject any deliveries that show post-harvest pesticide treatments.A professional contractor provides our pest control monitoring, who may use non-residual biodegradable chrysanthemum-based compounds permitted under organic rules to treat any problems that arise.

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

Our palm oil not only comes from RSPO (Roundtable on Sustainable Palm Oil) certified producers in Colombia, but we also exclusively use certified organic suppliers.  It is non-GM (genetically modified), fully traceable back to a single mill, and being produced in South America, 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 is not only valuable for the natural fauna and flora in its own right, 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.

We do like to source as much from the local area as possible and at harvest time a number of local farmers deliver direct from their field to our mill. However, due to the UK climate, we do not produce sufficient wheat to make bread flour. When making bread flour, millers must therefore make a choice to add either refined wheat gluten or imported wheat. At Doves Farm, we do not add factory produced refined gluten and instead, we choose naturally high-gluten, imported hard wheat. Other ingredients such as rice, KAMUT® grain, and buckwheat do not grow in this country and have to be imported.

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

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

No, we choose not to use hydrogenated fat in our products and instead opt for responsibly sourced, certified sustainable palm oil.

No, we do not add it to any of our products.

No, we never add these to our products.

No, we never add enzymes to our products.

Nanotechnology techniques or tools are never used during cultivation, production, processing, or packaging of our food.

No, we never use GM material.

Please refer to our allergen policy here.

When wheat is harvested sometimes wild oats, a common weed which grows naturally alongside cereal crops, can also be picked up. Despite thorough cleaning, some occasionally remain in the flour, though this is rare and will not cause any human harm.

We try to source the best grain possible for our products and sometimes this means choosing different grain varieties. Factors such as the growing location, the weather and the season can affect the way it looks too. We often use different grain batches blended together to smooth colour variation, although this isn’t always possible. Rest assured that you will still be consuming the same great product

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.

We do like to source as much from the local area as possible and at harvest time a number of local farmers deliver direct from their field to our mill including from our own Doves Farm. However, due to the UK climate, we do not produce sufficient wheat to make bread flour. When making bread flour, millers must therefore make a choice to add either refined wheat gluten or imported wheat. At Doves Farm, we do not add factory produced refined gluten and instead, we choose naturally high-gluten, imported hard wheat. Other ingredients such as rice, KAMUT® grain, and buckwheat do not grow in this country and have to be imported.

In October 2021, the Department for Health & Social Care (DHSC) published the outcome of the consultation on the proposal to add folic acid to non-wholemeal flour and their intention to mandate the addition of folic acid. Further work is currently happening between government and industry representatives to define the details and at the present time, we are waiting for guidance on which flours may be affected and within what time frames any required changes will need to happen. At Doves Farm Foods we plan to make the necessary changes prior to legislation and are collaborating with UK Flour Millers with respect to this topic.

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 no requirement by law to fortify 100% wholemeal flour, whole grain wheat flour, gluten free flour or any other non-wheat flour with the aforementioned statutory ingredients.

As flour is a raw ingredient that has been harvested from fields and has not undergone a heat process we do not recommend that you use it to make smoothies, cookie dough or other foods, which will not be cooked before consumption.

We have added this statement to all of our flour products as a precaution because flour is a raw product. However, children becoming ill as a result of licking a mixing bowl or spoon containing raw flour is extremely rare and we know of no incidents in the UK, where this has happened.

Flour is obtained from raw materials like buckwheat and rice that are grown in fields in a natural environment. Whilst these raw materials go through extensive cleaning processes before being made into flour, there is no heat treatment of the flour and there is a very small possibility that harmful bacteria may remain. That’s why we always recommend you cook flour before consumption – just like it’s recommended to wash vegetables before eating them.

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

For a comprehensive guide to different types of flours, read our Types of Flour Guide.

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.

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

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

Unfortunately, our yeast packaging is not yet recyclable.

The cardboard box can be recycled at home along with your paper and cardboard, however the inner bag can only be recycled at large supermarkets.

The PP (Polypropylene) tube and lid can be recycled at home with other plastics.

Yes. This film can be recycled with bags at large supermarkets, but not at home.

Whilst the film has a paper layer, giving an overall paper feel, unfortunately this is not recyclable. However, we are working on moving to a recyclable film.

Yes. These are made from paper and can be recycled at home along with paper and cardboard.

We are members of OPRL (The On-Pack Recycling Labelling Scheme) and are working hard to make our few remaining non-recyclable packs recyclable and add clear information to our packaging regarding its recyclability.