FAQs

We deliver throughout the UK, including Northern Ireland, the Scottish Highlands and Islands, and the Channel Islands.

We also deliver to a selection of international destinations. Available delivery services and prices are calculated automatically at checkout according to your delivery address, order weight and contents.

For full details, please see our Delivery & Returns page.

UK parcel delivery currently starts from £6.99. Faster, timed and Saturday services may also be available depending on your postcode and order.

The exact delivery options and prices available for your order will be displayed at checkout.

You can find further information on our Delivery & Returns page.

We dispatch orders Monday to Friday, excluding bank holidays.

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

Different arrangements may apply to fresh and chilled products to prevent them remaining within the courier network over a weekend.

Depending on your order and delivery address, we use trusted carriers including Royal Mail, Parcelforce and DPD.

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

Once your order has been dispatched, tracking information will normally be sent to the email address or mobile number supplied when ordering.

Please ensure your contact details are entered correctly at checkout so that you can receive delivery updates from the courier.

Please check your courier tracking first, as this will usually provide the most up-to-date information about your parcel.

If your parcel has passed its expected delivery date and you need further help, contact us at hello@rattonpantry.co.uk or call 01323 379719.

Please see our Delivery & Returns page for further information about delayed or missing deliveries.

Yes. Where available, you can add relevant delivery information when placing your order.

Once your parcel is with the courier, you may also be offered options such as selecting a safe place, neighbour or alternative delivery date directly through the courier's tracking service.

Please contact us as quickly as possible if you notice an error in your delivery address.

If your order has not yet been dispatched, we'll do our best to make the change. Once a parcel has entered the courier network, however, we cannot guarantee that the delivery address can be amended.

There is no minimum order value for standard online orders.

A minimum spend may apply to certain services or promotions, including some local delivery options. Where applicable, this will be shown at checkout.

There is no general maximum number of products you can order, subject to available stock and any product-specific restrictions.

If you're planning a particularly large order, please contact us. We may be able to arrange a more suitable bulk or pallet delivery.

Yes. We offer trade accounts for eligible businesses, including bakeries, pizzerias, restaurants, retailers and other food businesses.

Trade customers may benefit from dedicated trade pricing, larger pack sizes, bulk ordering and product sourcing.

Visit our Trade & Business Customers page for more information and to apply.

Once checkout has been completed successfully, we'll send an order confirmation to the email address or mobile number provided.

If you don't receive a confirmation, please check your junk or spam folder before contacting us.

Once checkout has been completed, orders enter our fulfilment process quickly and we cannot guarantee that changes can be made.

If you need to amend or cancel an order, please contact us immediately and we'll do our best to help before the order is picked or dispatched.

If you would like to return an item, please contact us first so that we can confirm the appropriate return process.

Some products, particularly fresh and perishable foods, may not qualify for change-of-mind returns where a statutory exemption applies.

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

You can read our full Refund Policy here.

You can also find practical information about returns and delivery issues on our Delivery & Returns page.

Once a refund has been approved and processed by Ratton Pantry, it will be returned to your original payment method.

Your bank or card provider may then take several working days to display the refund in your account.

Enter your promotional or discount code in the appropriate discount field before completing checkout.

Please make sure the code has been successfully applied before placing the order. We are generally unable to retrospectively add promotional codes or vouchers after checkout has been completed.

First check the terms of the promotion, including any expiry date, minimum spend, eligible products or customer restrictions.

If you believe the code should still be valid, contact us at hello@rattonpantry.co.uk and we'll be happy to check it for you.

If you choose to save your payment information using Shop Pay, your payment and billing details are securely stored and encrypted by Shopify. This allows you to use your saved payment method for a faster checkout on future purchases.

Ratton Pantry does not store or have access to your full card details.

Saved payment methods can be viewed, updated or removed through your Shop Pay account.

Please contact our customer service team as soon as possible at hello@rattonpantry.co.uk.

To help us investigate quickly, please include your order number and clear photographs of the damaged item and its packaging .

Contact us as soon as possible at hello@rattonpantry.co.uk or call 01323 379719.

If your order has not yet been picked or dispatched, we'll do our best to cancel it. Because orders can move into fulfilment quickly, we cannot guarantee that a cancellation will always be possible.

If your parcel has already been dispatched, please contact us before refusing or returning it so that we can advise you on the correct process.

We want every order and interaction with Ratton Pantry to meet a high standard. If something hasn't gone as expected, please contact us and give us the opportunity to investigate.

Email hello@rattonpantry.co.uk with your order number and details of the issue, or call us on 01323 379719.

Visit the account login page and select Forgot your password?

Enter the email address associated with your account and we'll send you instructions to reset your password. If the email doesn't arrive, please check your junk or spam folder.

The easiest way to change your password is to use the Forgot your password? option on the login page and follow the reset instructions.

If you placed your order while signed in to your Ratton Pantry account, you can view your previous orders through your account area.

You will also receive an order confirmation by email or text after completing checkout.

Sign in to your Ratton Pantry account and use the account area to view and update the information available there, including saved delivery addresses.

You can unsubscribe from Ratton Pantry marketing emails at any time by selecting the Unsubscribe link at the bottom of one of our marketing emails.

Check that your email address has been entered correctly and that Caps Lock isn't affecting your password.

If necessary, use the password reset option on our login page.

If you're still unable to access your account, contact our customer service team and we'll be happy to help.

You should be able to change quantities or remove products directly from your shopping basket before checkout.

If the basket isn't updating correctly, try refreshing the page. If the problem continues, please contact us and let us know which device and browser you're using so that we can investigate.

Please check that all required contact, delivery and payment information has been completed correctly.

If checkout still won't complete, contact us at hello@rattonpantry.co.uk or call 01323 379719 and we'll do our best to help.