FAQs

Where do Oat Pantry deliver to?

We currently deliver our boxes of ‘oaty’ goodness across Mainland UK, the Isle of Man, Northern Ireland, the Scottish Highlands and the Western Isles.

PLEASE NOTE:

Deliveries to the Isle of Man, Northern Ireland and the Scottish Highlands/Isles are delivered via Royal Mail and are capped at 2kg, due to our current service with Royal Mail having a 2kg limit (this is equivalent to 4 x granola/porridge packs or 3 x granola/porridge packs and 1 x overnight oats jar or 4 x granola/porridge packs and 1 x baked oats dish as some examples ).

Unfortunately we have found many couriers within these post codes for heavier parcels over 2kg charge a very high surcharge to these areas, which as a business we can’t justify passing on to the customer. So at the moment parcels sent via Royal Mail up to 2kg is the most cost efficient solution for these post codes.

We hope you can understand and we are continually searching for better solutions for our customers and for us as a small business.

How much does delivery cost?

For Mainland UK (non remote) – orders under £26 have a delivery charge of £3.99 for a standard Royal Mail tracked service (3-5 working days). Orders over £26 get FREE DELIVERY via a standard tracked service (3-5 working days). There is also an express courier service (1-2 working days) for £5.99 available.

For Scottish Highlands – orders up to 2kg have a delivery charge of £3.99 via Royal Mail (3-5 working days).

For Scottish Isles – orders up to 2kg have a delivery charge of £3.99 via Royal Mail (3-5 working days).

For Isle of Man – orders up to 2kg have a delivery charge of £3.99 via Royal Mail (3-5 working days).

For Northern Ireland – orders up to 2kg have a delivery charge of £3.99 via Royal Mail (3-5 working days).

How quickly do you dispatch?

Typically we dispatch orders the next working day, however, if you order before midday you may find we are able to do a same day dispatch.

PLEASE NOTE: during busy times we may require an additional 1-2 working days to dispatch your order. We’re a small team so we can’t always guarantee next working day dispatch.

How fast is delivery?

We aim to deliver all our orders within 1-5 working days depending on the courier service available for your area (see above for more details).

Which courier do you use for delivery?

We use a combination of DPD & Royal Mail based on your address. More details above or shipping estimate shown in your basket.

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 you to be in. We use Royal Mail and DPD for our deliveries, Royal Mail will give you the option of a redelivery at a date of your choosing or you can collect from a Post Office (look out for a red delivery slip). DPD will give you multiple options in advance, such as delivery on a day of your choosing, delivery to a neighbour or safe place or delivery to a DPD drop off point.

Alternatively, a lot of our customers have their Oat Pantry orders delivered to their place of work 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.

Do you make the products yourself?

Yes, of course, all our products are carefully hand crafted in our Market Drayton bakery, nestled in the Shropshire countryside.

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, 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). 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.

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

Are your products organic?

Not all the ingredients we use are certified organic, so we can’t say overall our products are organic. We try and source as local ingredients as possible, this means we work with a lot of small run farms who aren’t certified “organic” only because they can’t afford to be, but they still use practices like regular crop rotation and chemical free farming.

What is the shelf life of your granola & porridge?

Our porridge and granola can be stored, unopened and at room temperature, for up to 8 months.

Some of our products may have a 3-4 month shelf life. Please get in touch if you’d like to know specific shelf lives.

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.

Can I return my Oat Pantry order 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.

How do I enter my discount code?

Discount codes can be entered at the “My Basket” stage of your order by entering your promotional code into the “Coupon code” box at the top of the page.

Make sure you enter the codes as it appears on the offer as they are case and space sensitive.

These codes can’t be used with any other offers and can only be used once per customer. Some codes are only valid on certain products.

Why isn’t my discount code working?

There are a few reasons that your discount code may not be working.

– Check that you have typed the code correctly. Type it exactly as it appears, not leaving any spaces between the characters.

– All of our discount codes have an expiry date. Check your discount code details to ensure it is still valid.

– To use a discount code for your first order, we must not have delivered to your address before – even on another account.

– Some discount codes will discount a specific range of products rather than your whole order. Check the details of the discount code.

– Only one discount code can be used per order. If you have multiple discount codes to use, check the expiry dates and save the others for future orders.

– Some of our discount codes will have a minimum spend. Check your basket total to see if it meets the terms.

If none of the above applies or you’re still having trouble, we’ll be happy to help, drop us an email at hello@oatpantry.com.

I’ve forgotten to enter my discount code

Once your order has been placed, it cannot be edited. You can only add discount codes at the time of placing the order. Check the expiry date and use it on your next order, if valid.

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).

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.

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 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.

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/

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.

PLEASE NOTE OUR SUBSCRIPTIONS ARE CURRENTLY UNAVAILABLE & UNDERGOING MAINTENANCE

How does it work?

Oat Pantry is a breakfast subscription service like no other. You can choose from a variety of healthy, tasty granola and porridge products, to create a personalised subscription 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, you won’t find in your local supermarket. Plus, you have the option to amend your flavours every month, making breakfast truly enjoyable.

Can I cancel a subscription at any time?

Yes of course, our monthly subscription is commitment free, you can cancel any time at no extra cost.

When does my subscription start?

Your subscription starts straight away from when you make your purchase, we deliver your first order within 5 working days, after that your subscription renews on the same date every month, and then is delivered 5 working days after that.

Can I change my flavours each month?

Yes, each month we’ll send you an email to let you know we’ll be preparing your order shortly. You will then have the option to keep the same flavours or try something new. We’re always releasing limited edition flavours to keep breakfast exciting.

Can I order as many bags as I want?

Of course, our monthly subscription is fully customisable, you can start from just 1 bag and then add as many as you like, you can also add more bags each month. It’s completely up to you.

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.

Is there a deadline for changing or cancelling a subscription?

You have up until the date shown in your account section under ‘Your Subscription’ to make changes to your next order (which is one day 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.

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

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

When is payment taken for my Oat Pantry subscription?

If this is your first Oat Pantry subscription, your first monthly 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.

How much does each Oat Pantry subscription cost?

Monthly rolling (billed each month, cancel anytime) – starting from £4.99 for one bag, then a subsequent £4.99 per additional bag added. With FREE postage and packaging within the UK.

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 outer cardboard box can be recycled with the cardboard and paper stream.

Our inner granola and porridge bags are 100% plastic free and home compostable. Even the little stickers we use to close our boxes are home compostable. Simply add to your green bin or compost at home.