FAQs

Can I change or add to my order?

If you need to make changes to your order or delivery details, please contact us ASAP at hello@neighbourhoodpantry.com.

  

Can I cancel my order?

You can cancel up to 24 hours after placing your order. If you cancel after this time, we will be entitled to charge you for your order.

 

What should I do if there is something wrong with my order?

If there are any problems with your order, please let us know as soon as possible at hello@neighbourhoodpantry.com. We have a Refund Policy, which varies for perishable and non-perishable goods.

 

What if I am not at home to receive my shopping?

It is best that you are in to receive your shopping as once it leaves us, it will no longer be refrigerated. We do ask you to tell us where to leave your shopping if you’ve popped out, but we wouldn't recommend that it is left unattended for long. We understand that things don't always go to plan so please contact us at hello@neighbourhoodpantry.com if you need to let us know that you're not going to be in on your delivery day.

 

How can I repeat a previous order?

We're working on an easy way to do this, but for now you can access your order history by clicking 'My Account' at the top of the page.

 

Do you have a subscription service?

We're working on it! Keep an eye out on our website and social media for when this is ready.

 

Do you substitute products?

All items come from small, independent stores and sometimes when we go to handpick your shopping, we will discover that an item is out of stock. At the moment we do not offer substitutes if this happens, but you will be fully refunded for anything missing from your order. You'll get a refund notification for missing items before the rest of your shopping is delivered.

 

Is there a minimum spend?

Yes, there is a minimum spend of £30

 

Is there a maximum or minimum number of items I can order?

There is a minimum spend of £30, but no restrictions on the number of items.

 

What is the personal shopping and delivery fee?

We carefully handpick all your groceries from each individual store before packing everything together at our workshop then delivering to your doorstep. The personal shopping and delivery fee covers this.

 

Where do you deliver?

We currently deliver to all SW6 postcodes in London, but we’re on a mission to make shopping small and local a no-brainer for neighbourhoods across the country. Leave us your postcode here so we know where to head to next.

 

How do you deliver my order?

We deliver your order by car, which has an ice box inside to keep fresh items cold. As we grow Neighbourhood Pantry, we'll be looking into alternative methods of delivery, like electric vans and bikes.

 

How are my products kept cool and fresh?

We visit our partner stores to handpick the items from your order on the morning of your chosen delivery day to ensure everything is as fresh as possible - we never hold anything overnight. All fresh produce is kept in an ice box on the way from the store to our workshop and is then refrigerated until just before being packed up with the rest of your shopping and we set off to deliver it to you. When you get your shopping, you will see two times written on a label on the outside of your box or bag, which indicate the time your fresh items were removed from a refrigerated space and the time that everything was delivered to your door.

 

Why do you have to give your partner stores 48 hours’ notice before collecting my items?

Our partner stores are small, independent businesses and many of the products they sell are freshly made & prepared to order, so we need to give them 48 hours’ notice before we collect your items. Order by 6pm two days before you would like your shopping delivered, then we'll collect your shopping from each local store on the morning of your chosen delivery date and it’ll be with you that afternoon.

 

Do you deliver at weekends?

Not at the moment. We are a small team and whilst we are building Neighbourhood Pantry, we are offering deliveries on Mondays, Wednesdays and Fridays and will start delivering daily as we grow.

  

Why can I only get my delivery in the afternoon?

We handpick the items from all our customers' orders on the morning of their chosen delivery day to ensure everything is as fresh as possible - we never hold anything overnight. We then pack each order up and deliver to you that same afternoon. As our team grows and we get more personal shoppers onboard, we will start offering morning deliveries too.

 

What if I have an allergy?

Where possible, we have included allergen information for each product from the relevant partner store. You will find this when you click on an individual product. However, if you have an allergy or any concerns, we recommend that you get in touch with the relevant store directly.

 

What packaging do you use?

It depends on the size of your shop! Either cardboard boxes or brown paper bags. The packaging of individual items depends on what each partner store uses.

 

Do you sell meal kits?

We recently launched our themed Neighbourhood Pantry Boxes, which contain the components you need for specific occasions, like a birthday celebration, a Sunday Roast or a Full English Breakfast. All produce is handpicked from our partner stores. Check them out here.

 

Can I suggest new retailers?

Of course! Please email us your suggestions at hello@neighbourhoodpantry.com.

 

Can I be a supplier/ retail partner?

Whether you're a local retailer interested in becoming a partner or a neighbour with suggestions, we’d love to hear from you. Get in touch at hello@neighbourhoodpantry.com