Delivery & Returns

We dispatch orders Monday to Friday, excluding bank holidays.

Our same-day dispatch cut-off is 2pm. Orders placed after 2pm will normally be dispatched on the following working day.

Orders placed after 2pm on Friday will normally be dispatched on Monday, unless Monday is a bank holiday.

The delivery options available will depend on your postcode, order weight and the products in your basket.

All of our standard parcel delivery services are fully tracked.

Exact delivery options and prices are calculated automatically at checkout. Some services may not be available for every order.

Once your order has been dispatched, you'll receive tracking information from the courier.

Royal Mail and Parcelforce will normally provide an estimated delivery window on the day of delivery, helping you plan for the arrival of your parcel.

Our standard working days are Monday to Friday, excluding public bank holidays.

Saturdays and Sundays are not normally classed as working days. If you require delivery on a Saturday, an appropriate Saturday delivery service should be selected where available.

Depending on the size, weight, contents and destination of your order, we use a number of trusted delivery partners, including:

• Royal Mail
• Parcelforce
• DPD
  

We also work with specialist pallet carriers for larger trade and bulk orders.

Unfortunately, we are unable to deliver orders to PO Box addresses.

We take additional care when shipping fresh and chilled products to help ensure they reach you in the best possible condition.

Orders containing fresh products placed after 2pm on Thursday will normally be held for dispatch on Monday rather than being left in the courier network over the weekend. Alternatively, we can offer a Parcelforce Saturday delivery upgrade at a small additional cost.

Where an appropriate Saturday delivery service is available and has been selected at checkout, we may be able to dispatch fresh products on Friday for Saturday delivery.

Otherwise, fresh orders placed after our Thursday cut-off will normally be held until Monday.

Some destinations require additional transit time.

If your order contains fresh products such as cheese or meat, we may contact you before dispatch to discuss whether the delivery service selected is suitable.

Some UK destinations are classified as exception areas by our couriers.

Delivery to these locations may take longer and additional delivery charges may apply. Any additional charge will be shown at checkout where applicable.

We deliver throughout the UK, including:

• England
• Scotland
• Wales
• Northern Ireland
• Scottish Highlands & Islands
• Channel Islands

Some remote or offshore destinations may require a longer delivery service or incur additional courier charges.

AB31–38, AB45, AB52–56, FK17–21, HS, IV, KA27–28, KW, PA20–49, PA60–78, PH17–50 and ZE.

These classifications are determined by the courier and may result in different delivery services, transit times or charges being displayed at checkout.

AB33–56, FK17–21, HS1–9, IV1–56, IV63, KA27–28, KW1–17, PA20–49, PA60–78, PH19–26, PH30–44, PH49–50 and ZE.

These classifications are determined by the courier and may result in different delivery services, transit times or charges being displayed at checkout.

We currently offer delivery to a selection of European destinations, including:

• Austria
• France
• Germany
• Italy
• Netherlands
• Republic of Ireland
• Sweden

International delivery options and prices are calculated at checkout.

International orders may be subject to customs charges, import duties or local taxes when they enter the destination country.

These charges are the responsibility of the recipient and are outside Ratton Pantry's control.

If an international shipment is returned to us because customs charges or duties have not been paid, any return shipping or associated courier charges may be deducted from the refund.

If your country isn't available at checkout, please contact us and we'll be happy to check whether we're able to arrange delivery.

Email hello@rattonpantry.co.uk .

Yes. We offer FREE local delivery on orders of £15 or more to selected addresses around Eastbourne, including most of:

• Eastbourne
• Pevensey
• Westham
• Polegate

Availability is determined by your delivery address and will be shown automatically at checkout.

Where necessary, we'll contact you after your order has been placed to arrange delivery or discuss any specific delivery instructions.

Yes. You can select Local Collection at checkout if you would prefer to collect your order directly from Ratton Pantry.

We'll let you know when your order is ready for collection.

Yes. We can arrange pallet delivery throughout the UK for larger commercial and bulk orders.

If you're ordering for a bakery, pizzeria, restaurant, food business or retailer, please contact our team and we'll be happy to discuss suitable delivery options.

Visit our Trade & Business Customers page for further information about trade ordering.

If you would like to return an item, please contact us at hello@rattonpantry.co.uk within 14 days of receiving your order.

Returned items should be:

• Unused and unopened
• In the same condition in which they were received
• In their original packaging
• Accompanied by your order confirmation or other proof of purchase

Please contact us before returning an item. Where your return is accepted, we'll provide instructions for returning it to us.

Unless the item is faulty, damaged or supplied incorrectly, the customer is normally responsible for the cost of return postage.

Your statutory rights are not affected.

Please inspect your order as soon as possible after delivery.

If an item has arrived damaged, defective or incorrect, please contact us as soon as possible so that we can investigate and put things right.

First, please check the tracking information provided by the courier.

If your parcel has not arrived by the expected delivery date, please contact us as soon as possible so we can investigate.

We ask that missing deliveries are reported to us within five days of the expected delivery date, wherever possible, so that we can raise an investigation with the courier promptly.

Occasionally, parcels may be delayed while in the courier network.

Where a delivery is delayed in transit by the courier and arrives later than the delivery service originally selected, Ratton Pantry may, at its discretion, offer a partial refund of the delivery charge.

Where such a refund is offered, it will normally be limited to the difference between the delivery charge paid and the cost of the slower delivery service that most closely reflects the actual delivery timeframe.

Any refund will be assessed on a case-by-case basis and does not affect your statutory rights.

Please check your delivery address carefully before completing your order.

Ratton Pantry cannot accept responsibility for a parcel delivered incorrectly where the delivery address provided with the order was incorrect.

If you notice an error before your order has been dispatched, please contact us immediately and we'll do our best to update the address.

Once an order has been dispatched, we cannot guarantee that the delivery address can be changed.

If the courier is unable to deliver your parcel after the permitted number of delivery attempts, or the parcel is not collected or rearranged with the courier, it may be returned to Ratton Pantry.

Where a parcel is returned to us for these reasons, any courier charges incurred in returning the parcel may be deducted from the refund.

If you would like us to send the order again, an additional delivery charge will normally apply.

Certain products may be excluded from change-of-mind returns, particularly perishable or fresh food products and other items where a statutory return exemption applies.

This does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or not as described.

Once we've received and assessed your return, we'll let you know whether the refund has been approved.

Approved refunds will normally be issued to the original payment method.

Once processed by Ratton Pantry, please allow up to five working days for your bank or card provider to show the refund on your account.