Frequently Asked Questions
Deliveries & Ordering Online
Where do you deliver to?
We deliver to all UK mainland postcodes.
If I'm self-isolating can I still receive my order?
Yes, simply leave a signed note, attached to your front door, instructing the delivery driver where your parcel should be left. They will take a photo of the signed note, along with a photo of where they have left your parcel as proof of delivery.
What is your minimum order value?
We do not have a minimum order value.
How much is the cost of delivery?
FREE DELIVERY on all orders over £50. Delivery on any orders below £50 costs £2.99
How many days will it take for my order to arrive?
We ship on a 3-5 working day delivery service to all UK mainland postcodes.
Can I track my delivery?
Yes, you will receive an email from the delivery courier with a tracking number once your order has been dispatched.
Track your order with your tracking number HERE
What happens if my delivery is late?
We always try our best to ensure that your Pantry House delivery reaches you on time. If your delivery hasn’t arrived on time firstly track your order HERE using your tracking number that you would have been emailed. Occasionally the delivery courier may experience delays that are out of their control e.g. bad weather, traffic delays etc. We kindly ask for your patience in this instance and your package will arrive as possible.
Your order should reach you within 3-5 working days.
If for any reason you cannot track the delivery of your order, or it still hasn’t arrived after 5 working days please contact us via our online chat or at firstname.lastname@example.org
Can I get an update on when my order will be delivered?
You will receive an email from the delivery courier once your order is dispatched to track your delivery. Once your order has been dispatched, we are unable to track your delivery, it must be tracked directly through the courier.
Track your order with your tracking number HERE
You can also contact APC via phone on 0800 37 37 37
APC will email you with an estimated delivery slot on the day your delivery is due to arrive.
Can I leave a note for the delivery driver?
Yes, please add any delivery notes to the ‘Delivery Notes’ field in the checkout process.
How do I know that my order has been confirmed?
We will send you an email order confirmation once you have completed the checkout process. Please allow up to 2 hours to receive this email. Check your junk inbox if you can’t find the email in your main inbox.
If for any reason you do not receive an order confirmation email please contact us via our online chat or at email@example.com
You can see all your orders within ‘My Account’ when logged into your account online.
How do I check my order history?
Firstly, you will need to log in to your account HERE. Your order history can be found under ‘My Account’ in the top right-hand corner of the webpage.
Should you have any issues accessing your account or order history please contact us via the online chat or email us at firstname.lastname@example.org we will be happy to help.
I haven’t received my order confirmation email, what should I do?
You should receive your order confirmation email within 2 hours of placing your order. If you have not received your confirmation email after 2 hours firstly check your junk inbox. If you still can’t find your confirmation email please contact us via the online chat or email us at email@example.com we will be happy to help.
Can my delivery address be changed once by order has been confirmed?
We will try our best to make changes to your delivery address if you have already completed your order. Please contact us as quickly as possible via the online chat or email us at firstname.lastname@example.org Please quote your order tracking number and order number
Please note additional charges may apply to changing your delivery address. You can only amend the delivery address one day before your delivery is due to arrive, you cannot change your delivery address on the day of delivery.
How do I change the quantity of products in my basket?
The quantity of products can be amended in your shopping basket using the + / - buttons to add or remove products from your basket.
Your basket cannot be amended online once the checkout process has been completed.
How do I make changes to my order once it has been confirmed?
All changes must be made before the checkout process is completed. If requested we will try our best to make changes to your order once it has been completed, however if it is already out for delivery it will not possible to amend. Please contact us as quickly as possible via the online chat or email us at email@example.com
How do I cancel my order?
If you need to cancel your order please contact us as quickly as possible via the online chat or email us at firstname.lastname@example.org Please quote your order number to allow us to find your order as quickly as possible.
If we have not yet picked or dispatched your order, we will do our best to process the cancellation of the order and you receive a refund. However, if your order has been picked or dispatched, we cannot guarantee a cancellation and you will need to contact us to arrange a refund once the order has been delivered.
What if items are missing from my order?
If an item is missing from your order, it is likely that we made a mistake (it happens to the best of us!) If you notice an item missing from your order, please let us know via our online chat or email us at email@example.com and we will do our best to resolve the issue as quickly as possible.
What do I do if I receive damaged or faulty goods?
We take a lot of care in ensuring that our products get to you in one piece! However, if something isn’t perfect when it arrives please let us know via our online chat or email us at firstname.lastname@example.org and we will do our best to resolve the issue.
Please notify us within 2 hours of your delivery if:
- any of your items are missing from your order
- you have received any goods that you did not order
- the incorrect item has been sent
- any of your goods are damaged/faulty
- any food is past its best before date at time of delivery
You will be entitled to a full refund if the wrong products have been sent in your order, items from your order are missing, or if the goods are damaged/defective or out of date at point of delivery.
If you experience any issues with the taste or quality of the products themselves, please contact the manufacturer directly. You will find their details on the packaging of the product or on their website.
Returns & Refunds
How do I return my order?
To arrange a return/refund please contact us via our online chat or email us at email@example.com. Please ensure you quote your order number so we can find your details as quickly as possible.
Once your refund/return has been approved we will send you a return slip via email.
Pantry House will cover the cost of returning your order if the items are damaged, faulty or out of date.
If you have simply changed your mind the cost of postage will be deducted from your refund. The cost of postage is the same as our delivery charge, £2.99.
30 Day Guarantee
We hope you love the goods that you ordered but if for any reason you change your mind and don’t want an item within your order you have the right to return your goods for a full refund within 30 days. Goods can only be returned if they are in the same condition in which they arrived; no seals can be broken.
If the items are not faulty, and you have simply just changed your mind, it is your responsibility to cover the cost of returning the goods. This does not affect your statutory rights.
Please refer to How do I return my order? above for details on how to return your order.
How long will it take to receive my refund?
We will make any refunds due to you as soon as possible. Please allow 14 days to receive your refund from the day we receive the order back from you.
For more details please read our Refund Policy in our Terms & Conditions HERE
Will I receive a full refund?
If your goods were faulty, damaged or out of date we will refund you the price you paid for the goods including delivery costs, by the method you used for payment.
If you have simply changed your mind, we will refund you the price you paid for the goods minus the delivery cost and minus the cost of returning the goods, by the method you used for payment.
Your Account & Technical Issues
I’ve forgotten my password, what do I do?
If you have forgotten your password, simply head to the account login page HERE and click ‘Forgot your password?’ Follow the step by step instructions to reset your password. If you have any issues, please contact us via our online chat or send us an email at firstname.lastname@example.org
How do I change my password?
If you need to change your password for any reason, login into your account HERE and click on ‘My Account’ in the top right-hand corner of the web page. Click on “Account Dashboard” in the left-hand column of the page and under ‘Account information’ click ‘change password’ and follow the step by step guide.
I can’t seem to log into my account, can you help me?
Try checking that your email address is spelt correctly and that your CAPS LOCK isn’t on. If you are still having trouble please contact us via our online chat or send us an email at email@example.com
How do I update my details?
You can quickly and easily amend your personal details by logging into your account HERE and heading to your account dashboard under ‘My Account’ You can update all your details here.
How do I remove myself from the Pantry House mailing list?
Are you sure you don’t want to receive our exciting news and offers anymore? If you are then it is quick and easy to unsubscribe. Log in, click on ‘My Account’ and head over to the Newsletter tab. Click edit, and untick the general subscription tab, you will now be removed, or, simply just click Unsubscribe at the bottom of our emails.
Haven’t found the answer you were looking for?
If you still haven’t found the answer you were looking for please contact us via our online chat or email us at firstname.lastname@example.org and we will do our very best to help you.
Improving our service to you
Here at Pantry House we do our utmost to ensure that you always receive excellent service and that you are happy with the quality of your order.
If for any reason you are not completely happy with the service you have received please let us know via our online chat or email us at email@example.com and we will do our best to resolve the issue. Please ensure you quote your order number so we can find your details as quickly as possible.