Skip to Navigation | Skip to Content
Navigation
Dear Customer, because of exceptional demand we are no longer able to offer Express Delivery service.

Covid 19:

Mole Valley Farmers Customer Information

Further to the Prime Minister’s announcement on the 23rd March regarding the Country’s Response to COVID 19, the Government have deemed all non-essential retailers must close their doors from 23rd March. Due to the nature of our business we are deemed an essential retailer and therefore may remain open. However, we must ensure certain non-negotiable standards and protocols are followed in order to ensure the safety of our staff and customers.

Our staff are extremely important to us and so during April we’re changing our opening hours to ensure they have a break. We’ll be closed on the following days:

Good Friday 10th April

Easter Monday 13th April

And all Sundays throughout April.

From 26th March we have temporarily changed our opening hours across all stores to:

Monday to Saturday: 8.30am – 4.00pm

Please be polite to our staff and respect the 2 metre rule. They are working extremely hard to serve our customers and we want them and you to stay safe.

We are currently not accepting cash at our stores however we do accept card payments or Members who have a credit facility can book to their account.

Please use our Call and Collect service by calling Customer Services on 01769 576 415.

If you are visiting one of our stores please take notice of the signs and staff guidance regarding:
limited numbers in store, no browsing and one person per household.

Thank you for your patience and support during this time.

As a business we sell animal medicines, animal feed stuffs and rural requisites essential for the safety and wellbeing of livestock and pets. It is therefore imperative that we continue to trade and remain accessible for shareholders and customers at a time of the year when on-farm activity increases. However, our priority remains the safety and security of our staff and we have therefore issued a set of clear mandatory protocols for all stores and staff. These include clear guidelines on sanitisation, social distancing and customer interaction and a set of measures around the number of customers in store at any one time, queue control at stores and customer movement around sites. Within our stores we will make further decisions around the ranges we continue to offer customers; this will be reviewed regularly to limit unnecessary dwell time and browsing. We have therefore taken the decision to remove from sale ‘Fashion’ clothing and accessories, children’s toys and have closed Costa machines.

In addition to the measures we have taken within our stores, we are taking steps to limit exposure for staff within our yard offices and feed stores; these will be set on a local basis, and designed to meet the guidelines on social distancing and sanitisation.

We have also taken the decision to stop cash transactions in all stores and ask customers to only use card or account payments.

This is an incredibly challenging time for all our staff and their families. We are in unprecedented times and as a business we will continue to be vigilant and agile in our response and approach.

 

Customer Deliveries

Customer delivery advice... Help us to help you.

To help keep our staff and yourselves safe, please help us to minimising contact and assist with our sanitising protocols. This will enable an efficient service and ensure we can meet the needs of our farming and rural communities for vital deliveries. Thank you for your help and support at this time.

When placing an order:

  • Please advise us if you are self-isolating and give us clear instructions on where an order can be placed. We will phone ahead of delivery to check your current status and advise you of our location so that contact with the household is not made.
  • Please give as much notice as possible.
  • Please include the product code and as much detail of the product as possible.
  • Please give clear instructions on where to put goods considering and wherever possible give safe area where goods can be dropped without the need for contact.

At your location:

  • Avoid meeting with drivers unless necessary and always maintain a distance of at least 2m. There is no need to meet or greet the driver unless unloading pallets etc and then normal protocols around social distancing should be used with contact minimised.
  • Please consider on farm signage to help us identify your ‘safe area.’
  • Delivery documentation will be signed on your behalf and pictures taken of goods when left for our records.
  • Please report any variations or errors immediately to your point of order or by contacting Customer Services with your order reference number on 01769 576 415.
 

Opening hours

From 26th March we have temporarily changed our opening hours across all stores to:

Monday to Saturday: 8.30am – 4.00pm

 

Important Easter Opening Hours.

We’ll be closed on the following days:

Good Friday 10th April

Easter Monday 13th April

 

Our staff

Mole Valley Farmers is providing an essential service providing food, animal feed, medicines and other key products to support the farmer supply chain, their animals and their welfare.

Our priority will always be the safety and welfare of our employees and we continue to implement measures daily that we believe further enhance employee safety. This is an incredibly challenging time for all employees and their families and we recognise the stress and pressure each and every one of them is facing. We are in unprecedented times and as a business we will continue to be vigilant and agile in our response and approach. We would like to thank every one of our employees for continuing to support our customers, the business and the wider agricultural industry. They are doing a phenomenal job in continuing to pull together as teams and support each other.

We rely on working with our customers to ensure the protection of them and our staff during this difficult time and we respectfully request that they work with us in store and on the phone to support our key workers and be kind.

In line with Government requirements, we’ve instigated the following protocols which are non-negotiable and are implemented across all retail sites to ensure we are protecting our employees and customers:

Our Protocols

Social Distancing

This is planned on a site by site basis and we have implemented the following measures:

  • We have minimised the numbers of customers able to enter stores at any one time and are advising customers of this at the store entrance.
  • We are using gates and barriers to reduce the customer proximity to our tills and counters where applicable
  • We are visually highlighting the 2 metre distancing guidelines where customers are waiting to enter our stores and at tills
  • We have introduced perspex screen till dividers to all our stores
  • We have closed tills that do not meet the 2 metre minimum distance
  • Cash transactions have been suspended and customer notices are displayed to advise this
  • Our account holders will be asked to confirm their first name and last name which will be printed on-to their receipt
  • Our suppliers are being contacted to advise of our steps in implementing the 2 metre social distancing rule for their delivery drivers
  • Outside customer collection points have been introduced along with social distancing measures

Sanitisation and Cleaning

  • Tills, keyboards, card machines, trolleys, baskets, till stations and work surfaces are cleaned on a regular basis
  • Card machine pin pads are sanitised after every use

Customer Services

Our staff are working extremely hard in challenging circumstances. Please be respectful to them and other customers in our stores.

  • Toilets and customer changing rooms are closed
  • Customer returns (including rug cleaning and repairs to battery and electric fencers) have been temporarily suspended
  • Riding hat and body protector fitting services are temporarily suspended
  • Agricultural fertilizer has been temporarily suspended from sale to non-account holders
  • Some of our products are now available for self-loading and the range of products that this applies to is under constant review
 

Customer Services

How to reach us

During this time there are several ways that you can you reach our business to place an order or receive Customer Service support. We are experiencing an unprecedented amount of calls at this time and your patience is very much appreciated.

By Phone

  • Telephone our dedicated Customer Services line on 01769 576415 where a member of the team will be able to help.
    Open from 8.30am – 5.30pm, Monday to Friday.
  • Telephone our website enquiries and online ordering team on 01769 576419 where a member of the team will be able to take your order.
    Open from 8.30am – 5.30pm, Monday to Friday.
  • Telephone your local store, pay over the telephone, and staff can arrange for your order to be placed in a confinement area for collection. Our stores are currently experiencing a high level of demand, so your patience and understanding is appreciated. Find your local store here.

By Email

Online

Mole Valley Plus

  • To order fuel, ear tags, concrete, aggregates and special agricultural products please call the Mole Valley Plus Order line 01769 576201. Open from 8.00am – 5.30pm, Monday to Friday. Or email us at [email protected]

Head Office and General Enquiries

  • Mole Valley Farmers, Exmoor House, Lime Way, Pathfields Business Park, South Molton, Devon EX36 3LH.
    Phone: 01769 573431.
    Email: [email protected]
  • Account Enquiries:
    Customer Accounts

    Phone: 01769 576266
    Email: [email protected]
  • Feed enquiries
    Phone: 01278 444829
  • Fertilizer Helpline
    Phone: 01769 576405
    Email: [email protected]

Store Locator For website enquiries and online orders phone 01769 576419 (8.30am - 5.30pm 5 days a week)

We use cookies on our website. You are free to manage this via your browser setting at any time. To learn more about the use of cookies please see our cookie policy.