Talk to us

FAQs

When will I receive my order?
Our current order turnaround is 3-4 working days for in-stock items. If something is stated for pre-order on the product page, this could be up to 14 days.  When your order has been processed and is ready to be collected by the courier, you will receive an order complete email. Once the courier has collected it, you will receive an email or text from them with your delivery date.

When can I collect my order?
If you have placed an order for pick-up, you can collect it once you have received your order complete notification. Please note we pack all orders by hand and in the order that they are received in. We don’t have items sitting on the shelf ready to go so the normal wait time still applies for orders to be picked up from our HQ.

Do you have a shop?
We’re an online delivery service so we don’t have a shop, but if you’re local to us you can collect your order for free from our premises in Daybrook. Please see above regarding when your order will be ready.

What is this plastic stuff in my order?
It isn’t plastic! Some produce can’t be sent in paper as it won’t retain its freshness on its way to you, so for these products we use a clear plastic-looking film made from wood pulp that is completely made from plant fibres and will break down in your home compost. More information can be found on the packaging section of our ‘How it works’ page.

I’ve placed an order but haven’t received confirmation
Check your spam/junk folder, it’s often hiding away in there. If you got the order confirmation page after placing your order on our website then we will have received it. If you have an account with us, you can log in to see your current orders.

Do you deliver to my postcode?
We deliver to all postcodes in the UK including Scottish highlands & Islands, Northern Ireland, Isle of Wight, Isles of Scilly, and Isle of Man. The cost of delivery varies depending on your exact location. We have a complete list of postcodes and the costs we charge for each area on the delivery costs section of our ‘How it works’ page.

Do you offer free delivery?
We have decided not to offer ‘free’ delivery on orders as there’s no such thing as free delivery, we’d have to increase the cost of our goods to accommodate this which would mean people who don’t qualify for a ‘free’ delivery level would end up essentially paying even more for delivery. We prefer to be up front about the cost of delivery and our goods instead. To get the best value out of each delivery, we recommend filling a box as much as you can – each parcel can contain up to 25kg of goods, and/or combine orders with friends/family/neighbours to split the costs.

Can you stock X?
If you’ve requested that we stock something we’ll add it to our requests list and if there is enough demand and we’re able to find a supplier who meets our requirements then we will consider adding it to our stock.

I am a producer, will you stock my product?

We have a limited budget so add new items slowly and carefully. We prioritise food and household goods which are difficult to find plastic-free. If you wish to pitch your product to us it must meet the following requirements to be considered:

  • It must be suitable for vegans, ie contain no animal products and not be tested on animals
  • The packaging must be completely plastic-free
  • If you are using biodegradable/compostable packaging it must be certified for home composting conditions. We do not accept PLA and other biodegradable materials which require industrial composting
  • We prefer products which are made in the UK unless it is difficult to source here
  • The production of your product must not exploit workers. If it is not Fair Trade, can you demonstrate that workers are paid a fair wage and work in safe conditions?

Do you offer wholesale?
We don’t have a wholesale specific price list. As a social enterprise we try to make our goods as affordable as possible and so offer larger sizes at lower prices per kg. The larger sizes offer the best prices we can do and lots of smaller zero waste shops buy these from us too, but we’re unable to offer lower prices just for trade.

Contact us

Can’t find the answer you’re looking for anywhere on our website or in our FAQs section? Fill in the form below or email us at shop@plasticfreepantry.co.uk and we’ll get back to you as soon as we can. We get a lot of messages so please make sure you’ve read all the FAQs above before sending your question.