Frequently Asked Questions

We’ve grouped the most common questions into helpful categories. Click to expand any section for more info.

🥦 About Our Products

Is everything vegan?

Yes! Everything we sell is 100% vegan and cruelty-free. We do not stock any products containing animal-derived ingredients or tested on animals.

⚠️ Some items may display a “may contain” warning due to shared manufacturing lines, but these are still suitable for vegans.

📦 Orders & Checkout

Can I change my order after placing it?

We can’t amend orders once placed. Please double-check your basket and address before checking out.

Can I cancel my order?

If your order hasn’t been dispatched yet, email us at hello@jenningsplantry.co.uk ASAP.
Once dispatched, we are unable to cancel your order.

I have an item missing from my order. What should I do?

Email us within 24 hours of delivery with:

Your name
Delivery address
Order number
Description of the missing item(s)

We’ll sort it quickly.

🚚 Shipping & Delivery

When will my order be dispatched?

Orders are processed Monday to Thursday and dispatched within 1–2 working days.
Orders placed after 12pm on Thursday are dispatched the following Monday.

When will I receive my delivery?

Delivery times depend on the shipping option chosen at checkout. See our Shipping Information page for full details.

Do you offer free shipping?

Yes! Orders over £80 receive FREE Tracked 24 shipping.

What delivery methods do you use?

We ship with Royal Mail:

Tracked 24 / Tracked 48 for non-perishables
Tracked 24 / Special Guaranteed by 1pm for chilled/frozen items

❄️ Chilled & Frozen Deliveries

Is Tracked 24 suitable for chilled or frozen orders?

Tracked 24 is not guaranteed and does not include compensation if items arrive defrosted.
Choose Special Guaranteed by 1pm for peace of mind.

Why is there a surcharge for chilled/frozen goods?

We use thermal liners and ice packs to keep perishables safe. A £2.75 surcharge is applied per order to help cover these costs.

Do I need to be home for chilled deliveries?

Yes – if you choose Special Guaranteed, someone must be home to sign.
You can also set a Safe Place in the Royal Mail app, but doing so voids the guarantee.

🛒 Click & Collect / Local Info

Can I collect my order in person?

We’re working on this! Collection isn’t currently active but will be available soon.

Where are you located?

You’ll find us at:

Jennings Plantry
Brickyard Farm
Cripple Hill, High Halden
Kent, TN26 3LJ
(Located within The Retreat Animal Rescue Sanctuary)

🌍 Sustainability & Packaging

Why did my order arrive in a reused box?

We reuse clean boxes and packaging wherever possible to reduce waste.
It’s good for the planet — and we encourage you to reuse or recycle them too.

FAQ's