Skip to content
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

FAQs

 

Deliveries & Ordering Online

Where do you deliver to?

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.

Can I still get a delivery if I'm self-isolating?

Yes, for contactless delivery just leave a note for your driver at the point of checkout letting them know where to leave your order and whether they should ring your doorbell or knock to let you know it has arrived.

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

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

Our same day dispatch cut off time is 3pm. Any order placed after 3pm will be dispatch the following working day. Any orders placed after 3pm on Friday will be dispatched the following working day (normally Monday, excluding bank holidays).

 

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.

Who do you use to deliver 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.

Can you 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 closer 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.

What if my delivery is late? or hasn't arrived yet?

We do our best to ensure every Ratton Pantry package reaches its destination on time. Please track your order and contact the courier first. If you still haven't received your order by the expected delivery day then please drop our customer service team a line on hello@rattonpantry.co.uk or 01323 379719 for any issues with delivery times, they will be more than happy to help.

Please note that Ratton Pantry will not be able to investigate any non deliveries if we are not informed within 5 days of the expected delivery date. 

How can I get updates on when my delivery will arrive?

Please enter your mobile number at the point of checkout when making a Ratton Pantry purchase. Our delivery drivers will send you your time slot on the day of delivery and you can liaise directly with them to adjust this.

Is the minimum order value?

No, none whatsoever!

Is there a maximum number of items per order?

We have no current restrictions on the amount of any product you can purchase per order - if we have it in stock you can buy it. Stock levels are displayed on each respective product page, however you can call us to confirm these levels before order or if you wish to place a larger bulk order.

I'm a business customer, do you offer trade accounts?

Yes, we offer trade accounts to verified businesses. There are many advantages included discounted trade pricing and product sourcing/bepoke ordering. Please see our Trade/Business page for more information and to apply.

How is my order confirmed?

We will send you either an email or text confirmation once you have completed the checkout process.

Can I leave notes for my delivery driver?

Yes, just before checking out, there is a space for a note which the driver will receive. Please include in here any notes about safe places and neighbours to leave the package with in the event that you are not home.

How do I check my delivery or see my order history?

You will receive your order confirmation in an email or text after you’ve checked out. If you created an account during checkout, your order history can also be found on the My Account page on the Ratton Pantry site. If you have any issues accessing your order history, or if you do not receive an email confirmation of your order, please contact our customer service team on hello@rattonpantry.co.uk or 01323 379719, they would be more than happy to help.

How do I amend the number of products in my basket?

Just click on the shopping basket button on the top right of the Ratton Pantry website. That will take you to your order summary page, where you can remove or change the quantity of any product in your shopping basket. You cannot make any changes to your basket after the point of order, unfortunately.

Can I change my delivery slot?

If you are no longer going to be home at the time of your delivery please speak directly with the courier that has texted you. See our delivery information for more.

Can I change/add a delivery address after ordering?

Our customer services team will do our best to help you with this if you reach out quickly, but please note if your order is already with our courier we are unable to change the delivery address. If you need to revise your delivery address, please contact us as soon as possible at hello@rattonpantry.co.uk or 01323 379719.

If you would like to amend your address or add a new one before ordering, just head to the My Account page of the site and select ‘view addresses’. 

How do I make changes to my current order?

You can make changes to your order before the point of checkout - including adding promotional codes and vouchers. Unfortunately, we are unable to amend orders, add vouchers or discount codes to orders once checkout is completed.

 

Returns & Refunds

Can I return an item?

We do everything we can to ensure the items we deliver to you are in perfect condition, but we are humans, and we know that mistakes can happen. If for any reason an item you have ordered has not met your expectations, please contact our customer support team at hello@rattonpantry.co.uk or 01323 379719, they will do their best to resolve the issue. 

What is your refund policy?

Our full refund policy can be found here: https://www.rattonpantry.co.uk/policies/refund-policy

 

Payments, Vouchers & Promotions 

How do I add vouchers/promotional codes to my current order?

You can make changes to your order - including adding promotional codes and vouchers - before the point of checkout. Unfortunately, we are unable to add vouchers or discount codes to orders once checkout is completed.

If you have a promotional/discount code, this can be entered during the checkout process.

On desktop the promotional code can be entered here...

 

On mobile the promotional code can be entered here...

Managing your payment cards details

Your card payment details can be edited or removed on the My Account page of the Ratton Pantry site (click on the little person icon in the top right of the screen).

My voucher isn’t working

If your voucher is still in date and not working, please contact our customer services team at hello@rattonpantry.co.uk or 01323 379719, they would be more than happy to help.

My promotional code isn’t working

If your promotional code isn’t working, please check the small print - is the promotion still running? If the code is still in date and not working, please contact our customer services team at hello@rattonpantry.co.uk or 01323 379719, they would be more than happy to help.

 

Order Issues & Complaints

What if I have damaged items?

We take the quality of our packages very seriously at Ratton Pantry, and if something isn’t perfect we want to hear about it. Please drop our customer service team a line on hello@rattonpantry.co.uk or 01323 379719 for any quality issues, they will be more than happy to help.  Please include a photo and your order details in the email so we can investigate quickly.

How do I cancel my order?

If you need to cancel an order please contact our customer service team right away at hello@rattonpantry.co.uk or 01323 379719. If we have not yet picked or dispatched your order, we will do our best to process the cancellation and refund you the money in full. Please note while we will always try our best, we cannot always guarantee a cancellation.

 

Your Account & Technical Issues

I've forgotten my password, what do I do?

Forgotten your password? Not to worry. Just click on the Forgot My Password link on the login page of the Ratton Pantry site and we’ll send you an email with a link to reset it. Please check your junk and spam folders if the email doesn’t appear in your inbox. 

How do I change my password?

The easiest way to change your password is to logout and then click ‘Forgot my password’ and go through that process.

How do I update my details?

Your personal details can be amended quickly and easily on the My Account page (click on the little person icon in the top right).

I want to remove myself from Ratton Pantry mailing lists

If you don’t want to be updated with Ratton Pantry discounts and special offers, just click Unsubscribe at the bottom of our emails.

I'm having problems logging into my account, can you help?

Checked you’re not typing your password with Caps on? Spell checked your email address? Still having problems logging into your Ratton Pantry account? Our customer service team would be happy to help, please drop them a line at hello@rattonpantry.co.uk or 01323 379719.

I am having problems adding and removing items from my basket

You should be able to add or remove any item from your basket on the order summary page of the Ratton Pantry website, which can be accessed by clicking on the shopping basket button on the top right of the web page. If for any reason you are unable to amend the items in your basket, please contact our customer services team at hello@rattonpantry.co.uk or 01323 379719, they would be more than happy to help.

I am having trouble confirming my order at the checkout

Your order should be automatically confirmed at the checkout after you have completed payment, and we will also send you an email confirming your order once it has been processed. If for any reason you are unable to confirm your order or you do not receive an email confirmation, please contact our customer services team at hello@rattonpantry.co.uk or 01323 379719, they would be more than happy to help.

 

Contact Information

If you have a query or issue not covered in our FAQs, please reach to our Customer Services team at: hello@rattonpantry.co.uk or 01323 379719, alternatively you can send us a message via the contact form below.