Delivery Policy

1. Two ways your order is delivered

UK Store and Bulk Buy Groups: items you add through the UK Store are added to a group's shared basket, and each member gets their own order delivered to their own UK address once the group's round closes and payment goes through. There is no shared collection point: your delivery goes to the address you give us, not to the group organiser or another member. Delivery is calculated and charged on your own basket individually, not split across the group.

Family Basket: you choose and pay for a basket in pounds from the UK, and our own team buys the food and delivers it to your nominated recipient's door in Nigeria. You are sending food, not cash, so it arrives as food.

2. When your order is dispatched

UK Store and Bulk Buy Group orders run in two weekly batches, using UK local time. Orders paid from Sunday morning through Wednesday night close at 00:00 on Thursday and are scheduled for delivery from Thursday through Saturday. Orders paid from Thursday morning through Saturday night close at 00:00 on Sunday and are scheduled for delivery from Sunday through Thursday. The exact cut-off and expected delivery period are shown on the group page before you pay.

Payment must be completed before the displayed cut-off to join that batch. Items that are unpaid or not fully funded at the cut-off are not ordered and remain available for the next order window. Delivery dates are estimates rather than guaranteed appointments. Bank holidays, supplier availability, severe weather, courier disruption, or an incorrect address can extend them, and we will notify you if a material delay affects your order.

Immediately after payment, you must confirm a recipient phone number and UK delivery address for that order window. First-time details are saved to your Pantry profile automatically. On later orders, your address on record is displayed for confirmation, or you can choose a different address for that order and optionally make it your new default. An order without confirmed delivery details at the cut-off is held for the next window rather than sent to fulfilment with an incomplete address.

A Family Basket cycle is processed on the date shown for it in your dashboard, monthly, bi-monthly, quarterly, or one time, depending on what you set up. We email and notify you in the app as your order moves from processing to on its way to delivered, so you always know where it stands without having to ask.

3. Delivery cost

UK Store and Bulk Buy Groups: delivery is free when the items subtotal in your own basket is £100 or more. For baskets below £100, delivery is calculated from the total weight of your items: a basket up to 20kg costs £7.99 to deliver, and an extra 35p is added for every kilogram over 20kg. The threshold is assessed separately for each customer's basket and excludes delivery charges. Your delivery line and combined total are shown on the group's Cart tab before you pay.

Family Basket: the price you see at checkout is the price you pay. We do not add a separate delivery charge on top of your basket at the point of payment.

4. Where we deliver

UK Store and Bulk Buy Group orders are delivered to a UK address, including Northern Ireland. Family Basket orders are delivered across Nigeria, to the recipient and address you give us when you set up the basket.

5. Keep your delivery details accurate

Make sure the address, postcode, recipient name, and phone number on your account are correct and up to date, for both your own UK deliveries and any recipient you nominate in Nigeria. Tell us promptly if any of these change. We are not responsible for a delivery that fails or goes to the wrong place because the details we were given were incomplete or out of date.

6. If a delivery cannot be completed

If a driver cannot reach you or your nominated recipient, or a delivery is delayed, incorrect, or does not arrive, contact us as soon as possible at support@mypantry.uk with your order details so we can look into it and put things right. See our Refund and Returns Policy for how a failed or faulty delivery is resolved.

7. Track your order

You can check the status of any order or Family Basket cycle at any time from your Pantry dashboard.

8. Why Pantry batches deliveries

Batching lets us source and pack several orders together, plan local delivery routes, and keep the delivery charge predictable. Each customer still receives their own order at their own address. Your goods are not combined with another customer's receipt or delivery record.