Terms of Service

About Us and Our Terms

This website is operated by Neighbourhood Pantry Ltd. We are a limited company registered in England and Wales under company number 13033280. Our registered office is located at 20-22 Wenlock Road, London, England N1 7GU.

Throughout neighbourhoodpantry.com (the “Website”), the terms “we”, “us” and “our” refer to Neighbourhood Pantry. Neighbourhood Pantry offers this Website, including all information, tools and services available from this Website to you, the user, subject to the following terms, policies and notices.

These Terms and our Privacy Policy referenced herein and/or available by hyperlink, govern your use of the Neighbourhood Pantry Website.

You can contact us by writing to us at hello@neighbourhoodpantry.com and one of our team members will get back to you.

Please read these Terms carefully before using this Website and before ordering goods through this Website. By accessing or using any part of our Website and by placing any order through our Website, you will be confirming your agreement to be legally bound by these Terms. We recommend that you print a copy of these Terms for future reference.

We may change these Terms from time to time. Any changes shall be effective immediately following the posting of any such changes on www.neighbourhoodpantry.com. It is your responsibility to check this Terms page periodically for changes. Your continued use of or access to the Website following the posting of any changes constitutes acceptance of those changes.

Information and Purpose 

Neighbourhood Pantry partners with local food and beverage retailers (predominantly small, independent suppliers) and sells their produce on our Website to people living in the same area. When you place an order online with Neighbourhood Pantry for products from one or more of the local stores listed on this Website, Neighbourhood Pantry will manage, process, and fulfil your order. The items from your order will be delivered to you, at the address you have provided, in one delivery by Neighbourhood Pantry.

Registration on our Website and Privacy

To register and checkout with Neighbourhood Pantry you must be eighteen years of age. It is your responsibility to ensure that the details provided by you on registration and at any time thereafter are complete and accurate.

Your account with Neighbourhood Pantry is not a credit account and payment will be required upon confirmation of your order.

It is your responsibility to keep your password confidential and your personal details correct and up to date. We will only use your personal information as set out in our Privacy Policy.

Placing an order and its acceptance

Our partner stores are small, local businesses and you are only able to order goods for delivery from certain, nearby postcode areas. Once you have inputted your address on the Website you will be shown the goods that are available to be delivered to you in your area.

When you place an order, you will follow the online prompts to choose your items, add them to your basket and proceed to checkout. When you place an order, this is an offer from you to purchase the goods specified in your order subject to these Terms.  The contract for the supply of an order between you and Neighbourhood Pantry, who will supply your order of goods, comes into existence when we send you an Order Confirmation.

Our order process allows you to check and amend any errors before submitting your order to us. Please check the order carefully before confirming it. You are responsible for ensuring that your order is complete and accurate.

After you place an order, you will receive an Order Confirmation email from us acknowledging that we have received it and are processing it. This will include your order reference number.

We will then send you an email on your chosen delivery day confirming that your goods are out for delivery with one of our drivers.

If we are unable to supply you with the goods for any reason, we will inform you of this by email and we will not process your order. If you have already paid for the goods, we will refund you the full amount including any personal shopping and delivery costs charged as soon as possible.

All items come from small, independent local stores and are subject to availability. You will be fully refunded for anything that is unavailable when we go to pick up your items from each store and are therefore missing from your order. You will be notified of the refund before the rest of your goods are delivered.

We can only sell and deliver age restricted products (including, without limitation, alcohol) to persons aged 18 or over. If at delivery eligible proof of age or an alternative adult is not available, we may retain the products.

Our Goods/ Products 

Images and packaging of the goods may vary from that shown in the images on our Website. As many of the goods advertised on the Neighbourhood Pantry Website include fresh produce, meat and fish, it is not possible to provide any guarantees of colour, shape, size, ripeness or cut.

Although every effort is made to ensure that the goods purchased are 100% free of damages and defects, the majority of our products are fresh or dried food items and minor imperfections are to be expected in certain pieces and will not be deemed as defects, or reason for return. You can find more information about damaged products in our Refund Policy.

Neighbourhood Pantry does not produce or manufacture food or beverage products.  Neighbourhood Pantry provides the service for the customer to order goods from an individual retailer and facilitates collection and delivery of the products. Liability for defects with the products (not caused as a result of transportation between a partner store and a delivery address) is with the retailer or the manufacturer.

Accuracy, completeness and timeliness of information

We are not responsible if information made available on this Website is not accurate, complete or current. The material on this Website is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.

This Website may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this Website at any time, but we have no obligation to update any information on our Website. You agree that it is your responsibility to monitor changes to our Website.

Where possible, allergen information will be provided on our Website for individual products as provided by the relevant partner store/supplier. This information is required by law about goods sold on each respective retailer’s website. However, if you have an allergy, we recommend that you contact the relevant partner store directly (not Neighbourhood Pantry) before you place your order as only they will be able to confirm the ingredients of the goods and the environment in which they were produced or packaged. We cannot guarantee that any of our products sold and delivered are free from allergens.

Delivery, transfer of risk

You will choose your delivery day on the website when you confirm your order. We will confirm your delivery date on your Order Confirmation e-mail and again on your Shipping Confirmation e-mail. We will collect your shopping from each local store on the morning of your chosen delivery date, so it will be with you that afternoon.

You are responsible for making suitable arrangements to receive your delivery and for giving us appropriate instructions. It is strongly advised that where possible, you are in to receive your shopping as once it leaves us, it will no longer be refrigerated.  In the event that you instruct us to leave a delivery unattended at your address or fail to be present to receive the delivery, we disclaim all liability which may arise by virtue of the delivery being left unattended for a period of time. This includes but is not limited to theft, tampering, contamination and the result of any change in temperature in respect of items which need to be kept chilled or frozen. Delivery is complete once the goods have been unloaded at the address for delivery set out in your order and the goods will be at your risk from that time.

If we are unable to deliver to you or have to deliver late, for reasons that are outside of our control, we cannot accept liability for any inconvenience or loss that this causes. If your delivery is late, we shall contact you directly and make suitable arrangements with you. If we can deliver your goods late at your convenience, you will still be charged. If your goods are unable to be delivered at all under these circumstances then you will not be charged for your order. 

Cancellation, Returns and Refunds

Please see our Refund Policy for more information.

Price of goods and delivery charges

Prices for the products we sell are subject to change without notice but changes will not affect any order you have already placed. The prices will be as quoted on our site at the time you submit your order. We take all reasonable care to ensure that the prices of goods are correct at the time when the relevant information was entered onto the system.

The price of the goods you order does not include personal shopping and delivery fee. The personal shopping and delivery fee covers one of our local shoppers going into each store to handpick your items then packing everything together and delivering to your door. This fee is advised to you during the check-out process before you confirm your order.

Where items are sold by weight, the weight listed is approximate. Please allow for minimal discrepancies, which will not impact the price of the item listed online.

The prices stated on the website are inclusive of any VAT payable.


You can pay for goods purchased on our Website using a debit card or credit card, PayPal or Applepay.

Payment for the goods and our personal shopping and delivery fee is taken at the time you place your order, before you receive your items.

You confirm that the method of payment that is being used is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery. 

Limitations and Exclusions of Liability

Neither we nor any of our partner stores excludes or limits in any way our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence or that of any partner store.

If we or any partner store fails to comply with these Terms then we or the partner store (as appropriate) will be responsible for any loss or damage you suffer that is foreseeable as a result of such breach or failure to use reasonable care and skill, but neither we nor any partner store shall be responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, we, the partner store and you knew it might happen.

We will not be deemed to be in breach of contract or of these Terms as a result of any delay in our performance or failure to perform our obligations if that delay or failure to perform is due to any cause or circumstance beyond our reasonable control including, but not limited to, fire, flood and other acts of God, strikes, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war, breakdown of equipment, road traffic problems.

We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Other Terms

If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.