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Same Day Dispatch - Order Before 3pm (Mon - Fri) | Next Day & Weekend Delivery Available | FREE Local Delivery*
Same Day Dispatch - Order Before 3pm (Mon - Fri) | Next Day & Weekend Delivery Available

Shipping, Local Delivery, Returns/Refunds

 

How much does shipping cost?

Royal Mail 1st Class (1-2 Day Service) and 2nd Class (3 - 6 Day Service) for all orders 0kg – 1.9kg in weight. Cost: From £1.49

Royal Mail Tracked 48 (2 - 4 Day service) for all orders 0kg – 2.5kg in weight. Cost: From £3.49

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

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

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

DPD Carbon Neutral 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 currently use Royal Mail and DPD Courier 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 service...

We offer a FREE local delivery service within a 15 mile radius of our Eastbourne location (BN22 8UY), which covers all Eastbourne addresses and most within Pevensey, Westham, Polegate, Hailsham, Seaford, Newhaven, Horam, East Dean, Herstmonceux, Alfriston and Bexhill. Orders outside of these areas will be shipped by standard shipping.

*5 MILE RADIUS - A minimum order value of £5 applies to qualify for FREE Local delivery within the Eastbourne area.

*5-10 MILE RADIUS - A minimum order value of £20 applies to qualify for FREE Local delivery within the wider Eastbourne area and surrounding towns/villages.

*10-15 MILE RADIUS - A minimum order value of £30 applies to qualify for FREE Local delivery within towns/villages surrounding Eastbourne.

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: 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.

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 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 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. 

Telephone:  01323 379719

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