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Shipping, Local Delivery, Returns/Refunds

 

How much does delivery cost and how long does it take?

We dispatch orders 5 days a week (Monday-Friday, *excluding bank holidays).

Our same day dispatch cut off time is 2pm. Any order placed after 2pm will be dispatch the following working day. Any orders placed after 2pm on Friday will be dispatched the following working day (normally Monday, *excluding bank holidays).

 

Royal Mail 24 1-2 Working Days £4.49 (Orders up to 1.5kg)
DPD Express Next Working Day from £5.99
Parcelforce Express Next Working Day from £7.99 

 

All of these services are Fully Tracked. 

On the morning of your delivery day (when using DPD or Parcelforce), you will be sent either a 1 hour or 2 hour delivery slot informing you as to when your order will be delivered that day, resulting in less wasted time waiting around for your parcel to arrive.

If you live in an exceptions area eg Scottish Highlands, Isles, Northern Ireland etc you may have slightly higher shipping rates displayed, and some delivery options may not be available to you.

Orders containing fresh products - Please note that if your order is placed after 2pm on a Thursday, we are unable to dispatch your item on the following working day (Friday) as transit times will be extended over a weekend and therefore the quality of our fresh products can become compromised. Orders containing fresh items will be dispatched the following Monday (unless a DPD Saturday delivery option has been selected at checkout).

We currently use the following couriers to deliver our orders:

DPD Carbon Neutral Express
Parcelforce

Royal Mail

In addition to this, we ship large pallet orders daily, to all UK addresses. We use a number of trusted pallet carriers, which vary depending on delivery location.

Do you own a business and would therefore like to place a larger, bulk order? Please contact us to discuss this further.

Where do you ship?

We ship anywhere within the UK and surrounding islands this includes Northern Ireland, Scottish Highlands and Channel Islands. We also ship internationally to most European countries.

Please Note: Exception postcodes will incur an extra shipping cost which will be shown at checkout ie AB31-38,41-56,FK17-21, HS1-9, IV1- 63, KA27,28, KW0-17, PA20-78, PH15-50, ZE1-3.

International Shipping

We ship to:
Austria 
France
Germany
Italy
Ireland
Netherlands
Spain
Sweden
Channel Islands 
Ireland

Please be aware that Customs and Duties (Local Tax) may have to be paid when the parcel enters the customers destination country. Ratton Pantry has no control over this. If Customs and Duties are not paid by the buyer (customer) which then leads to the parcel being returned to Ratton Pantry then a returns fee will be charged. 

Can't see a country listed and want to know if we ship there? Please contact us and we'd be happy to assist.

Who do you use to ship your products?

Dependent on the parcel weight and delivery location, we currently use Royal Mail, DPD Courier, Parcelforce and UPS Express to ship our orders. We also work with a number of different logistic companies that we use to ship larger bulk, pallet orders.

Tell me more about your FREE local delivery and local collection service...

We offer a FREE local delivery service (minimum £10 order spend applies) to the surrounding Eastbourne area, which covers all Eastbourne addresses and most within Pevensey, Westham, Polegate and East Dean. Orders outside of these areas will be shipped by standard shipping.

Local collection can also be selected if you live nearby and would prefer to collect your order from us instead of having it delivered.

You'll be notified in checkout if your order and location qualifies for FREE local deliver or collection, otherwise a small postage charge will apply.

Simply proceed to checkout as normal and our FREE local delivery option can be selected at the “Shipping” stage of checkout. We’ll contact you shortly after your order has been placed to arrange a convenient time for us to deliver your order, you can also tell us about any special delivery requirements at this stage, such as you’d prefer us to leave your order in a secure porch or garage area etc.

I’d like to return an item, how do I go about this?

If there is an issue with your order, please contact us as soon as possible. We will deal with your query as soon as possible.  Please use the contact form below if you should have any other questions. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, with labels, and in its original packaging. You’ll also need the email confirmation email or proof of purchase.

To start a return, you can contact us at hello@rattonpantry.co.uk. If your return is accepted, we’ll send you a return shipping label (where possible), as well as instructions on how and where to send your package, along with information on any associated returns costs/fees. Items sent back to us without first requesting a return will not be accepted. 

Please note that the customer is responsible for the cost of the return

You can always contact us for any return question at hello@rattonpantry.co.uk or telephone: 01323 379719

My order arrived damaged, what should I do?

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please do NOT throw any packaging or items in the bin as we will need photos to make any claims.

My order hasn't arrived yet, what should I do?

Please track your order and contact the courier first. If you still haven't received your order by the expected delivery day then you must inform Ratton Pantry immediately. Ratton Pantry will not be able to investigate any non deliveries if we are not informed within 5 days of the expected delivery date.

Are there any items that you won’t accept returns on?

Unfortunately, we cannot accept returns on fresh items, sale products or gift cards.

I’d like to know more about your refund process

We will notify you once we’ve investigated your return request, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method. Please remember it can take up to 5 days for your bank or credit card company to process and post the refund too.

What if I’m not in to receive an order or I’ve given you incorrect delivery address information?

Ratton pantry are not responsible for any incorrect details entered by the customer on our website. If a parcel is delivered to an incorrect address due to incorrect entry then Ratton Pantry are not responsible and no refund can be given. 

If a courier has tried to deliver your parcel the correct amount of times (usually 2 attempts) and there is still no one to accept the parcel, OR if you have not contacted the courier with advice, which then leads for the parcel to be returned to Ratton Pantry. Any cost incurred in a parcel being returned to us will be deducted from any refund given (the fee for this is from £6.99). If you the customer would then like the parcel reshipped to an address an additional postage costs will incur depending on weight and courier method available.

Please note that we cannot ship order to PO box addresses.

Still have a question that we've not been able to answer above? Please contact us using the form below and we'll get back to you within 24 hours, alternatively you can email us hello@rattonpantry.co.uk or give us a call on 01323 379719