Our Order Process

Orders over £35.00 qualify for free UK shipping.

Orders under £35.00 incur a small postage cost based on the weight, usually £3.99 for up to 2kg.

• Add all of your chosen items to cart.
• The system will not let you add things to cart that are out of stock, these will show as “Sold out”.
• At checkout put your chosen delivery address.
• Check out and pay for your order, an email confirmation will be sent to acknowledge your order.

• Once an order has been placed it cannot be changed in anyway.
• We cannot add, edit or remove order items or change the delivery address.
• If you need to change the delivery address and the order has not already been shipped we can cancel the order so you can reorder with the correct address.

We need 1-3 days from you placing your order to:

• • Print your pick sheet, shipping label and upload your tracking number.
  • Pass the order to the warehouse and assign to a picker.
  • Pick your order and assign to a packer.
  • Pack your order and put into a collection cage.
  • Have your order collected by Royal Mail.

All of your order items should be available, however in the rare occasion something in your order was not available we will refund that item and the associated shipping fee.

Order items could be unavailable due to one of several reasons, for example:

• • Leaking, dented or cracked products.
  • Defective products with signs of deterioration.
  • Products under active manufacturer recall.
  • Products approaching / over Best Before dates.
  • Invalid/Incorrect stock records.

• We ship orders under 8KG via Royal Mail or DPD Tracked 48
• We ship orders over 8KG via Parcelforce or DPD 24
• Tracking numbers will only start to update 12-24 hours after collection.
• Please allow 3-5 working days for delivery in addition to our handling time, especially if you live in the “Highlands / Islands”.
• Click here to read more about delivery and postage costs

• Please visit our returns page.
• Earth’s Pantry/returns.co.uk )
Customer Service
• Please do not chase your order before the above time has elapsed.
• Please do not ask to jump the queue in front of other customers.
• We do not provide customer service via any social media channel.
• Please open a support ticket by emailing [email protected]
• We work through support tickets in the exact time order they are received to be fair to everyone.

If we haven’t quite answered your question, please don’t hesitate to get in touch with our trade team on 01204 782 100 or alternatively drop us an email at [email protected]