FAQs

Where do Oat Pantry delivery?

We currently deliver our boxes of ‘oaty’ goodness across the whole of the UK, including Highlands and Islands of Scotland, Isle of Man, Channel Islands, Northern Ireland and Isles of Scilly.

How much does delivery cost?

Orders under £26 have a delivery charge of £3.99 for a Royal Mail tracked 48 service (2-3 working days – plus an extra working day for dispatch). Orders over £26 get FREE DELIVERY via a Royal Mail tracked 48 service (2-3 working days – plus an extra working day for dispatch).

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: as we’re a small team during busy times (such as sales or seasonal peaks) we may require an additional 1-2 working days to dispatch your order.

How fast is delivery?

We aim to deliver all our orders within 2-4 working days (please note for some of the more remote UK locations, Royal Mail’s tracked 48 service may take an extra day).

Which courier do you use for delivery?

We use Royal Mail’s tracked 48 hour service.

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. You will receive tracking update emails from Royal Mail (please keep an eye on your inbox) and SMS if you have opted in for this. If you’re not going to be in, you will have the option to either rearrange delivery to another day, add a safe place or delivery to a neighbour, or you can have it delivered to your local Post Office for collection.

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 https://oatpantry.com/customer/account/index/. If you’ve already placed an order and you’re waiting for it to be dispatched, 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 https://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 https://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 https://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.