FAQs

Getting Started

How does it work?

Oat Pantry is a breakfast subscription box. You can choose from a variety of nutritious, artisan ‘oaty’ breakfast products to fill a box that gets delivered straight to your home or office every month. Our products are always 100% natural, vegan and refined sugar free. All the flavours are carefully hand crafted by our chefs, allowing you to enjoy an array of unique seasonal flavours. Based on what you tell us is your ‘oaty’ preference our chefs recommend two; new granola or porridge mixes for you to enjoy each month. If these aren’t to your taste you can customise from our Classic range or if you want more, you can add more products into your box.

Is it possible to buy only one box, without subscribing?

You can buy gift boxes, but you won’t be able to customise your box, instead our chefs have carefully curated a range of gifts suitable for different personalities and tastes. If you are looking to customise your box we would recommend a subscription.

Is it possible to offer a subscription as a gift?

Of course! We have 3,6 and 12 month subscriptions available to purchase as a gift. Simply head to the ‘subscription’ page http://www.oatpantry.com/subscription-package and select your subscription length. You will be billed monthly but the subscription will stop when you hit your end date based on the length you have chosen.


Our Granola & Porridge

Do you make the products yourself?

Yes, of course, all our products are carefully hand crafted by our chefs in our Shropshire kitchen.

Are your mixes gluten free?

Yes, all of our recipes are gluten-free and absolutely delicious!

Do you cater for coeliacs?

We are a 100% gluten-free service in that our kitchen is dedicated to only Oat Pantry products and we never include any gluten-containing ingredients (including our oats that are certified gluten free). We also regularly batch test our mixes with a Romer Labs AgraStrip® Gluten G12 test kit which holds the certification of the AOAC Research Institute for Performance Tested methods (Certificate No. 061403). However, due to the constant changing recipes we have not sort Coeliac UK certification with the grain symbol, so for Coeliacs please use our service at your discretion.

Are you vegan friendly?

Yes all our mixes are vegan friendly.

Are you organic?

All our oats are certified organic, however, we cannot guarantee all of our ingredients are organic. This is because our flavours change monthly and as we like to work with local producers where we can, some small businesses cannot afford the costs of being certified. We include organic ingredients wherever we can and these are listed on our product descriptions on the website and our packaging.

I am allergic to an ingredient, what should I do?

All of our recipes are gluten-free and absolutely delicious!

We list all allergens on our packaging and product pages on our website before hand.

If you’re concerned with a specific ingredient or allergy please get in touch at hello@oatpantry.com

What is the shelf life of your granola & porridge?

If the pouch is sealed with our keep fresh pegs or stored in an airtight container and stored at room temperature, we’d recommend eating the granola within 8 weeks.

Our porridge can be stored, unopened and at room temperature, for up to 3 months.


Orders & Delivery

How do I cancel my subscription?

We’re sad to see you go but you can cancel your Oat Pantry subscription by logging into your account, simply visit http://www.oatpantry.com/customer/account/index/. Select the ‘Your Subscription’ tab and under your subscription box you should see the option to cancel. You have up until the date when you are allowed to make changes to your next order (which is two days before your payment renewal) to cancel your subscription. If you have any trouble cancelling or have any questions please email us at hello@oatpantry.com.

Please be aware if you have purchased a fixed term subscription rather than a monthly rolling subscription you cannot cancel part way through the contract.

Is there a deadline for changing or cancelling an order?

You have up until the date shown in your account section under ‘Your Subscription’ to make changes to your next order (which is two days before your payment renewal). Once this date passes we will be busy packing your order and getting it ready to ship for you to enjoy. You can access your account here http://www.oatpantry.com/customer/account/index/. Please get in touch with us at hello@oatpantry.com if you have any further queries.

Where can I view my orders?

You can view all current and previous orders by logging into your account here http://www.oatpantry.com/customer/account/index/.

Can I have more than one recurring subscription order in place?

Unfortunately, you can only have one recurring subscription set up under your account.

Where do Oat Pantry deliver to?

We currently deliver our boxes of ‘oaty’ goodness across the whole of the UK. If you’re looking for international delivery please do get in touch at hello@oatpantry.com and we can see what we can do.

How much does delivery cost?

Postage and packing with Royal Mail 48 hour delivery costs £2.99 within the UK.

Do I need to be in to receive my delivery?

As our Oat Pantry boxes are packed full of so much ‘oaty’ goodness they unfortunately don’t fit through a letterbox, so they do require for you to be in. We use Royal Mail for our delivery, so they will always try and redeliver or drop it at your local Post Office if you’re not in (keep an eye out for a red delivery slip).

Alternatively, a lot of our customers have their Oat Pantry boxes delivered to their Office to ensure someone is always in.

How do I change my delivery address?

You can change your delivery address by logging into your account here http://www.oatpantry.com/customer/account/index/. If it’s close to your delivery window for your order please do contact us at hello@oatpantry.com to see if we have enough time to change the delivery address.

My box hasn’t arrived. What should I do?

We are sorry to hear that. Please drop us an email at hello@oatpantry.com with your order number and we will look into what has happened.

When should I expect my Oat Pantry box to arrive?

If you have ordered a gift box or this is your first Oat Pantry box from your subscription we aim to deliver your order within 5-6 working days. Any subsequent renewal orders with a subscription will be delivered on a monthly basis. Exactly one month after your last order.


My Account

I’m having trouble logging in

– My email address isn’t being recognised

We’d definitely suggest double-checking if you’ve used a different email address to sign up, such as a work or secondary email address. If this doesn’t fix the problem, please do drop us an email at hello@oatpantry.com

– I can’t remember my password

Not to worry! Request a password reset email by selecting ‘Forgot Your Password’ on the account sign in page. If the email doesn’t make it to your inbox we’d suggest checking your spam or junk mail folder, in case it has ended up in there. (Adding our email address hello@oatpantry.com to your contacts or safe senders list can help prevent this from happening in the future.)

If you’re still having trouble after trying these options, please drop us an email to hello@oatpantry.com and we’ll be sure to help.

How do I update the email address on my account?

You can update your email address by logging into your account here http://www.oatpantry.com/customer/account/index/ and selecting edit on your account information.

How do I unsubscribe from Oat Pantry emails?

You’ll find a link to unsubscribe at the bottom of all the Oat Pantry emails we send, except our transactional emails linked to your orders (as this is important information linked to your purchases).

You can also unsubscribe from our emails in your account by logging in here http://www.oatpantry.com/customer/account/index/ and selecting edit under ‘Newsletter’.

I’m not receiving emails from Oat Pantry. What should I do?

You can subscribe to our Oat Pantry emails either by entering your email address at the bottom of our website homepage www.oatpantry.com or you can change your email preferences in your account by logging in here http://www.oatpantry.com/customer/account/index/

Do you have a telephone number?

We don’t offer telephone support, but we’re more than happy to help via email and we’ll get back to you as soon as we can.

You can get in touch by using our contact form or by emailing us at hello@oatpantry.com.

We aim to reply within 24 hours, but it may take a little longer over weekends and Bank Holidays.


Payments

How do I update my payment card details?

You can update your card details in your account section by logging in here http://www.oatpantry.com/customer/account/index/

When is payment taken for my Oat Pantry boxes?

If you have ordered a gift box or this is your first Oat Pantry box from your subscription payment will be taken at checkout. Payments for subsequent renewal orders will be taken on a rolling monthly basis. For example, if you subscribed on the 10th day of the month, your next payment will be on the 10th day of the following month. If you have selected a 3, 6 or 12 month subscription, your monthly payments will stop once your end date as been reached.

You can check your next payment renewal date in your account by logging in here http://www.oatpantry.com/customer/account/index/ and selecting the ‘Your Subscription’ tab.

How much does each Oat Pantry box cost?

Depending on your subscription length an Oat Pantry subscription costs:

  • Monthly rolling (billed each month, cancel anytime) – £10.99 p/m (+ P&P)
  • 3 month fixed term plan – £10.79 p/m (+ P&P)
  • 6 month fixed term plan – £10.49 p/m (+ P&P)
  • 12 month fixed term plan – £9.99 p/m (+ P&P)

Within an Oat Pantry box, as standard you will receive 2 x 400g bags of chef curated granola or porridge of your choosing, which we estimate gives you around 10 servings per bag, which is only 49p per serving with an £9.99 plan.

You can find our one-off Gift Box prices here http://www.oatpantry.com/gift-options

Can I return my Oat Pantry box for a refund?

Unfortunately, since what we sell is perishable, we don’t accept returns. However, if you are not entirely satisfied with your order, please contact us via email at hello@oatpantry.com and we will do everything we can to help you.

What happens if my card expires or is re-issued?

If you know that your payment details have changed, we’d suggest you update your card details as soon as possible by logging into your account page here http://www.oatpantry.com/customer/account/index/.

If we aren’t able to process the payment for your box, then we’ll send you an email to let you know what’s happened. Once you’ve updated your details, your order should be processed.

If you’re still having trouble please drop us an email to hello@oatpantry.com

Why has my payment failed?

There are a number of reasons your payment may not have gone through:

  • your card has expired or been reissued
  • insufficient funds
  • your bank wasn’t expecting this payment request

Your bank will not share with us the specific reason for declining our payment requests, but they should be able to let you know more information if you speak to them directly.


Packaging

Is your packaging plastic free?

Yes, all of our packaging is made in the most environmentally-friendly way possible and is 100% plastic free.

Our stand-up pouches are plastic-free, compostable and can be recycled with the paper stream. They are made of paper with a 100% plastic-free coating inside to keep your oats nice and fresh. Our pouches are also sustainable, as they are manufactured from a renewable material source.

The cardboard boxes your oats are delivered in are also FSC approved, sourced sustainably and again are easy to recycle as part of the cardboard stream.

How can I dispose of my Oat Pantry packaging?

Both our pouch bags and boxes are 100% plastic free and we would recommend recycling them as part of your local paper and cardboard recycling scheme. Our pouch bags are also compostable but in some sense we think recycling is a great approach as it means that less raw material is used in manufacturing and less energy is expended in extracting raw materials from the earth.


Good Mornings Delivered.
10% off with code OATY10
Good Mornings Delivered.
10% off with code OATY10