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 scroll to the bottom to find our contact details. We’ll do our best to reply within 1 working day.

ONLINE ORDERING

Where do I put 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.

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.

Error message on promotional code

If your promotional code is generating an error code, please check the t&cs of the particular promotional code.

Some of our codes have a minimum spend or a certain expiry date. Most of our codes exclude Summerdown specials (already discounted items), subscriptions and tours.

The website won’t accept my postcode / I receive an error message about my address?

Your old password won’t work until you have reactivated your account via an email request. If you haven’t received this email request, please let us know and we will send you a manual email inviting you to reactivate your account.

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, please hello@summerdown.com and we will send you an account activation email. If it won't allow you to reset your password, this means you didn't previously have an account but may now set one up.

Why can't I access my account?

When we re-platformed from WooCommerce to Shopify, although we can move customer names, addresses and previous orders between platforms, we are unable to access and therefore move secure information like passwords. You should have received an email about accessing your account, but if you're still having problems, please email hello@summerdown.com with your 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 hello@summerdown.com with your address, which items you would like to order and we will get back to you.

Do you accept Paypal?

We no longer accept Paypal payments but all major debit and credit cards are accepted.

STOCKISTS QUESTIONS

Where can I buy one of your products in a shop near me?

Please email hello@summerdown.com 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 sales@summerdown.com and we’ll do our best to help.

PRODUCT RELATED

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.

Where has the old Body, bath and home collection gone?

We have re-branded the Body, Bath and Home range to bring it in line with our newer chocolates and teas packaging. It now features Summerdown’s peacock logo and an illustration of the Black Mitcham peppermint and wildlife on our farm – the inspiration for the fragrance. The fragrance is the same, but the formulations are all now vegan and the packaging is more environmentally friendly.

Are the new Body, bath and home products the same size?

Though our new bottles are shorter, they are wider and contain the same amount of product – 250ml. The only product which is smaller is our room spritz.

Why is the new Body, bath and home collection more expensive?

Our prices reflect the quality of the ingredients in the Body, Bath and Home range, as well as the environmentally friendly packaging. We’re a small business and produce our products in smaller batches
than a larger brand would. The cost of ingredients has increased significantly over the past few years and up to this point, we haven’t raised the price of our range. We are confident that prices will now stand for the foreseeable future.

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 vegans.

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 which is RSPO certified.

Does your packaging contain plastic?

Where possible, we are moving towards removing carbon-based plastic from our range. Our pyramid peppermint tea was our first product to be 100% plastic free, using Natureflex, a biodegradable cellulose product derived from wood pulp, sourced exclusively from responsibly-managed plantations, instead of plastic to wrap the bags inside the recyclable cardboard box. Natureflex is suitable for both home and industrial composting.

Our teabags are made from ‘Tearoad Soilon’ which is polylactic acid (the base material of which is plant starch). Our chocolate bars are also 100% plastic free and come in fully compostable packaging.

In the instances where, at present, it isn’t economically viable to totally remove carbon-based plastic from our chocolates range, we are moving towards using 100% recycled plastic products – for example our blue bottles in the body, bath and home collection are made from 100% recycled plastic. We have moved to using clear recycled plastic trays to overcome local council recycling restrictions and to ensure universal recyclability. Our aim is to help build towards a fully closed loop environment.

SUBSCRIPTIONS

Why has my subscription been cancelled?

We have been making some important and necessary changes in the background to our website so it works more effectively and ultimately offers you, our customers, a better shopping experience. Although this new site won't look too different to you, the engine which powers it is, which means active or on hold subscriptions were automatically be cancelled. We will be in touch in March via email to let our customers know when subscriptions are available to order.

Where is my subscription?

Whilst re-platforming from WooCommerce to Shopify,
we have had to suspend all subscriptions. All payments have also been cancelled. You will receive an email around 4th March with exciting news about our subscriptions and explaining how you can sign up to a new
subscription.

Why can't I order a subscription?

Our subscriptions will be available to order from early March 2024.

TOURS & EVENTS

How do I register my interest for events without confirmed dates?

Events such as the Aromatherapy Experience and Summerdown Safari are open for registration. Complete the form on the event page and we’ll notify you as soon as dates are released.

Are the tours and events suitable for visitors with specific access needs?

We want as many people as possible to enjoy Summerdown, and we’re always happy to help. Some areas of the farm involve uneven ground, grass or gravel paths, which may make access more challenging for wheelchair users or those with limited mobility. Each event is slightly
different, so if you or someone in your group has specific access requirements,
please get in touch before booking. We’ll advise on suitability and do everything we can to accommodate your needs. We are currently planning some short golf tours around the farm – please see our tours page for updates.

Can I buy some peppermint to take home with us?

Our Black Mitcham peppermint is our most prized possession so we’re afraid we can’t offer fresh peppermint to take home.

However, all tours finish at The Little Barn, where you’ll find our pop‑up shop. Here you can:

  • sample our award‑winning peppermint chocolates
  • explore and smell our body, bath and home fragrance collections
  • purchase from the full Summerdown range

We take card payments at the Little Barn.

Do you offer private or group bookings?

Yes, we can arrange private tours or group experiences depending on availability. Please contact us to discuss your requirements.

CanI cancel or change my booking?

Please refer to the cancellation policy on your event's booking page. If you have any questions or need help, our team is happy
to assist – please email welcome@summerdown.com

What happens if the weather is bad?

Some events operate in light rain, but if weather conditions make it unsafe or impractical to run the experience, we will contact you with details of postponement or rebooking options.

Can I bring my dog?

For the safety of our crops, wildlife and other guests, dogs are not permitted on the tours unless clearly stated for a specific event. Assistance dogs are always welcome  - please notify us in advance.

Is parking available?

Yes, free parking is available on site for all visitors attending tours and events – details will be emailed to you on booking.

What should I wear?

We recommend comfortable clothing and suitable footwear for walking on farmland. For outdoor events, please dress for the
weather.

What tours and events do you offer at Summerdown?

We currently offer a range of seasonal experiences including:

  • Summerdown farm tours – a behind‑the‑scenes look at how we grow, harvest and distil
    our peppermint and essential oil crops.
  • Pilates by the Peppermint – a relaxing outdoor pilates session surrounded by peppermint fields.
  • Supper at Summerdown – a special evening dining experience on the farm.
  • Aromatherapy experience – an immersive session exploring the power of essential oils.
  • Summerdown Safari – a guided wildlife experience on the farm.
  • Seasonal tours are added periodically so do check back on our tours page

How do I book a tour or event?

All bookings are made online. Simply choose the experience you’d like to attend and complete your reservation through our
website.

Are tours suitable for children?

We welcome guests of all ages although we would recommend emailing welcome@summerdown.com before your tour to check the suitability of the specific tour.

How long do the tours last?

Tour durations vary.

  • Farm tours typically last around 1.5–2 hours.
  • Pilates by the Peppermint sessions last approximately 1 hour.
  • Supper at Summerdown is an evening experience.

Exact timings are listed on each event page.

SHEPHERD'S HUTS

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?

Not currently, we’re encouraging our guests to ‘switch off’ during their stay.

QUESTION NOT ANSWERED?

Please get in touch using our email address: hello@summerdown.com

CUSTOMER ENQUIRIES

We aim to respond to all customer queries within 1 working day.

01256 675105

9.30am – 4pm, Monday to Friday (excluding Bank holidays, Christmas and Easter).

hello@summerdown.com

Summerdown Farms Ltd
Summerdown
Basingstoke
Hampshire
RG23 7EX