Talk to us

FAQs

When will I receive my order?
Our current order turnaround is 1-2 working days for in-stock items. If something is stated for back-order on the product page, this could be up to 14 days but we’ll notify you of this.  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.

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.

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, Nottingham (Monday to Friday, 9am-4pm). Please see above regarding when your order will be ready

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.

When will you have X back in stock?
We receive our main delivery on Mondays and update the website once it is with us. Monday afternoon is usually the best time to order as we’re the most stocked up. There are some items (spices, tea & coffee, chocolate, cacao, British beans, nut butters, gluten-free pasta) which come from speciality suppliers rather than our general wholesaler so they come less frequently. We send out a weekly stock email so sign up to our newsletter to hear when we are stocked up on items you’re waiting for.

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. We also deliver to the Channel Islands and Republic of Ireland. 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.

What’s happened to my user account?
We moved our website in early September 2017. Most user accounts were automatically transferred across but some didn’t work. If your account no longer works, please create a new account.

Can you stock X?
We’re constantly expanding our range. 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.

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.