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Shipping, Local Delivery, Returns/Refunds

 

How much does shipping cost?

Royal Mail 2nd Class (3 - 10 Day service) for all orders 0kg – 1.9kg in weight. Cost: £2.99

Royal Mail Tracked 48 (2 - 4 Day service) for all orders 0kg – 6kg in weight. Cost: £3.49

Parcelforce Express Courier (1 - 2 Working Days service) for all orders 0kg – 20kg in weight. Cost: £4.99

Parcelforce Express Courier (1 - 2 Working Days service) for all orders 20.1kg – 40kg in weight. Cost: £8.99

Parcelforce Express Courier (1 - 2 Working Days service) for all orders 40.1kg – 60kg in weight. Cost: £14.99

Parcelforce Express Courier (1 - 2 Working Days service) for all orders 60.1kg – 80kg in weight. Cost: £17.99

Want to place a larger, and therefore heavier, 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.

Unfortunately at this time we don’t offer international shipping for regular orders, however please contact us if you’re interested in bulk international shipping.

Who do you use to ship your products?

We use Royal Mail and Parcel Force to ship our orders.

Due to COVID-19, please allow 3-4 working days for your item to arrive as orders are taking longer than usual to arrive. All orders are tracked. 

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

We offer a FREE local delivery service within a 5 mile radius of Eastbourne this covers all Eastbourne addresses and most within Pevensey, Westham, and Polegate. Orders outside of these areas will be shipped by standard shipping.

*A minimum order quantity of £6 applies to qualify for FREE Local delivery within the Eastbourne area. You'll be notified in checkout if your order and location qualifies for FREE local deliver, 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, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@rattonpantry.co.uk or telephone: 0843 886 5050

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.

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

Unfortunately, we cannot accept returns on sale items 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 refunds 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 parel to be returned to ratton pantry. Any cost incurred in a parcel being returned to us will be deducted from any refund given. 

Telephone: 0843 8865050

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 0843 8865050