Frequently Asked Questions

 

Delivery

 

What is Little Farms? What makes you different from other grocery delivery services?

Little Farms specialises in the highest quality produce, meats, seafood and more. We work directly with our trusted farmers and suppliers, and only bring in the highest quality products that meet our expectations, as well as our customers’.

We have four physical stores in Singapore.

 
 

What days and times do you deliver?

We deliver every day: Mondays to Sundays. including Public Holidays.

We currently offer two delivery windows: 11:00am-3:00pm every day and 4:00pm-10:00pm (Mondays to Saturdays). 

The cut-off time   for each delivery slot is as follows:

  • To book an 11:00 am-3:00 pm delivery, place your order by 6 pm the day prior.

  • To book a 4:00 pm-10:00 pm delivery, place your order by 11 am on the same day.

 

Tell me more about same or next day delivery?

We offer same-day delivery from Monday to Saturday. Simply order before 11 am to get your order delivered on the same day between 4.00 pm-8.00 pm.

To receive your order on the next day between 11 am-3 pm, you'll have to make your online purchase before 6 pm the day before.  

 

Is there a minimum order amount to be delivered?

We will deliver your order, whatever the total amount is. Please note that a delivery charge of is $14.98 applies to all orders below $100.

 

What is your delivery fee?

Our standard delivery rate is $14.98 for orders below $100.

Orders over $100* receive free shipping. (*after discount and other redemption). 

 

Where do you deliver?

We deliver island-wide in Singapore, except for certain restricted government and military zones.

If you have any questions regarding delivery zones, please email us at info@littlefarms.com .

 

How do you deliver my order?

We incorporate several temperature control measures, where needed, to ensure we meet statutory requirements for food safety. Our management and packaging of your order also reduce the chance of cross-contamination during storage and transit.

 

What happens if I am not home to receive my order?

We'll do our best to get in touch with you by SMS before delivery and a phone call during delivery (if necessary). However, if no one is home to receive the order, a $10 re-delivery charge may be applied.

 

Why can’t you leave my order unattended at my doorstep?

Due to liability and our focus on food safety, we’d prefer not to leave temperature-sensitive items unattended. This ensures that your order is received in good order and gives you the opportunity to check your order.

 

Why are there items missing from my order?

We do our best to make sure you receive every item you ordered, though sometimes we are unable to receive new stock in time from suppliers for your order. And because we work with partners to import nearly all of the items we sell ourselves, there can be unforeseen delays with importing.

If an item is missing from your order, we will do our best to notify you before your order is out for delivery, and we will issue a refund or suggest a suitable replacement that is the equal or higher value of the product you ordered; depending on which you prefer.

 

How are you going to refund me for out of stock items?

Most often, your card will only be charged for the items that are delivered.  This final order amount will be reflected on your monthly credit card statement.

In some exception, the total order amount is charged on your card. You will be refunded to your original payment method through our payment gateway.  If this is to a debit/credit card it will appear in your account within five days, depending on your card issuer.

 

How will Little Farms communicate with me once I've placed an order?

In addition to receiving emails, we may also attempt to call or text you for delivery updates. To better reach you, please provide us with your mobile number when you place your order.

 

Why are some date unavailable in the delivery calendar picker?

Please note that some items may not be available on some days of the week. As part of our Freshness Guaranteed promise, we will only deliver the following items following a specific schedule:

  • Fresh Chicken (GG French Poulet cuts) are only available for delivery from Tuesdays to Sundays when we receive a fresh new stock from the farm.
  • The Whole Kitchen fresh Bread and Cakes are only available for delivery from Tuesday to Saturdays when the bakery sends us their new batch. You may however order frozen bread any day of the week.
  • Fresh New Zealand King Salmon is only available for delivery from Fridays to Sundays or Thursday to Saturdays, depending on when we receive a fresh catch.

 

Payment

What types of payment do you accept?

We accept Visa, MasterCard and American Express cards (credit card information is never stored in our system).

 

How is my payment processed?

When you place your order on littlefarms.com, your order total amount is pre-authorised by your card issuer. We do not store your card details.
We don’t actually charge your card until the day before or the day of your order delivery, as we will charge you as per the actual weight of produce or meat, and will not charge you for any out of stock item.

 

How long does it take to get a refund?

If we are unable to deliver you an item or if you receive a faulty product, you will be refunded to your original payment method. If this is to a debit/credit card it will appear in your account within five days, depending on your card issuer.

 

Product Substitution Policy

In the event of non-availability of any items you order and if you have accepted to receive product substitution(s), we may offer a reasonable substitute. This may affect the price you pay. 

 

What happens if something I've ordered has to be substituted?

Sometimes an item is unavailable for one of the following reasons:

  • it is out of stock

  • fresh stock has not arrived yet

  • the expiry date is very near

  • it does not meet our quality standards to be delivered to you

If it does happen, we'll choose something very similar to the original item, and will make our best to contact you to inform you about the change.  We’re known for picking useful replacements.

The price you pay will be the price of the new item you receive, including any offers. 

 

Can I tell you I never want substitutions?

Of course. It is very simple, in your shopping cart, when you checkout, just leave the tick box unchecked by the option " I accept product substitution if an item is unavailable".

 

How do I reject substitutions?

Once you've accepted product substitution by ticking the box in your cart, you cannot reject any substitution, unless the product is defective.

 

e-Gift Cards

Give something wholesome and delicious with the Little Farms e-Gift Card.

 

Where can I buy a Little Farms gift card?

 Little Farms e-Gift Card are available on our website at https://littlefarms.com/products/gift-card

Choose one of the preset amounts between $50 and $200, click on Add to cart.

Then proceed to checkout. You will be prompted to select a delivery date and may select the earliest available. It won’t impact the creation and e-delivery of the gift card

 

Do you send the e-gift card to my gift recipient?

Actually, we will leave you in full control of the gift giving :-)

The e-Gift Card will be emailed to you (the gift giver/gift card purchaser) within 48 hours. You will then be able to send it to your gift card recipient with your personalised message.

 

Can I buy several gift cards in one transaction?

You can purchase as many gift cards as you wish at the same time. You will receive each gift card in a separate email.

For example, if you purchase 4 gift cards with a $50 value. Your order total will be $200 and we will send you four emails, each of them containing a link to the e-gift card.

 

Where can the e-gift card be used?

The e-gift card can only be used against purchases on littlefarms.com and cannot be used in-store, in our Café or on littlefarmscafe.com.

 

How do I use my gift card?

During checkout, enter the 16 digit e-Gift Card code in the 'Gift card or discount code' box.
If the order total is greater than the gift card amount, the balance amount can be paid by credit card 

 

How do check my gift card balance?

To check your balance, please email info@littlefarms.com with the name and/or email address of the original e-Gift Card buyer.

 

E-Gift Card Terms & Conditions

The e-Gift Card has no expiry date.

Non-refundable or non-returnable once purchased.

Can be used to purchase any products sold online, except gift cards.

Balance cannot be redeemed for cash.

No minimum purchase is required.

Multiple redemptions are allowed. You may choose to use any amount which is less than the card's balance.

 

Products & Range

 

Why don’t I see certain products that you have in the store on the website?

We’re doing our best to get as many products as we can on the website. Some are not sold online due to concerns of extremely short expiry dates or fragile condition.

 

How are items priced?

Most of our items are priced the same as they are in store, though some items like produce are priced differently. In-store, many produce items are priced by weight as they can be weighed during checkout. Online, produce is priced in packs or by each based on the average weight of products. If you have any questions regarding pricing of items, please email info@littlefarms.com.

 

 

Little Farms' Three (!) Loyalty Programs

 

How many Loyalty Programs does Little Farms have?

Little Farms now has three Loyalty Programs: In-store, Online and Valley Point Café.

Our In-store and Online Programs remain the same, however, we have added our Valley Point Café Program recently for you to enjoy additional perks while dining with us.

The reason we have three separate programs is that our in-store, online and café operations have their own systems and we are unable, at present, to combine them into a single loyalty program. We apologise for this inconvenience.

 

What are the differences between the three Loyalty Programs?

Our In-Store, Online and Valley Point Café Loyalty Programs are completely separate programs.

In-store and Online Programs remain the same. You will continue to earn 1 point for every dollar spent in-store and Online. And you will still be able to redeem them as you always have. Your In-Store points can only be redeemed in any of our 4 stores, and your Online points are only valid for online purchases.

Café Program: for any purchases made in our Valley Point café you will earn points similar to our in-store & online programs, but points accumulated at the Valley Point Café can only be redeemed at the café. This means your café points cannot be used in-store or online. You will earn 1 point for every dollar spent. Please note: Only In-store members who have signed up by 31 December 2019 will automatically have their details uploaded in our Valley Point Café system. If you have signed up after 31 December 2019 in-store, you will need to sign up for our Valley Point Café Loyalty Program in the café.

 

How do I earn points in the Valley Point Café?

Simply provide your mobile number upon checkout as you would do at the store.

 

Can I redeem my In-Store or Online points at the Valley Point Café?

No, only points earned at Valley Point Café can be redeemed in the Valley Point Café.

 

Can I redeem my Valley Point Café points in the store or online?

No, Café points are only redeemable in the Valley Point Café.

 

Can I combine my points from all three Loyalty Programs?

No, our Loyalty Programs are separate.

 

What happens if my membership details are not reflected in the Valley Point Café system?

Please leave your contact details (Full Name, Mobile & Email) with our friendly staff and we will rectify this within 24 working hours.

 

I am not a member at the Valley Point Café and wish to sign up. How do I do this?

You may sign up at the café and your membership will become effective within 48 working hours. Simply ask our friendly staff for assistance.
Don’t forget to verify your account after signing up by clicking on the link below:

ACCESS YOUR VALLEY POINT CAFÉ ACCOUNT
 
 

Will I earn points immediately upon sign up for any of your loyalty programs

No, as it takes 48 working hours for your membership to become live, your first purchase will not count towards it.

 

If I am currently an In-store loyalty member and/or Online loyalty member; will my membership details be automatically updated at the Café?

Currently only IN-STORE members who have signed up by 31 December 2019 will have their details automatically uploaded into our Valley Point Café Loyalty Program. Customers who have signed up after 31 December 2019 will need to sign up at our café.

For ONLINE members , your account will not be automatically uploaded into our Valley Point Café Loyalty Program. Simply sign up at our Valley Point Café via iPad the next time you’re in our Café.

 

I signed up for the Café Loyalty Program, how do I know if my membership is valid?

For customers who have already signed up at our Valley Point Cafe, simply visit to verify your membership by clicking on this button:

ACCESS YOUR VALLEY POINT CAFÉ ACCOUNT

 

Click on “First Time Login and find your account. An email will be sent to you shortly for account verification. Once your account is confirmed, you will be able to view your points, transaction details and amend your personal details.

 

How do I know how many points do I have?

In-Store:
Simply provide your contact number to our friendly cashier to access your account. Alternatively, your points are indicated on your receipt.

Online:
To access the loyalty program dashboard, click the "Loyalty Program" box at the left of your desktop browser or on the bottom of your mobile browser after logging in.

Valley Point Café:
Simply provide your contact number to our friendly cashier to access your account
Scan the QR code at the cashier and login to view point balance, transaction history and loyalty point expiry
Your points are also indicated on your receipt.
Alternatively, you may also access your membership account by clicking on the link below:

ACCESS YOUR VALLEY POINT CAFÉ ACCOUNT
 

Do my points expire?

Yes and No
In-Store points do not expire.