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 don’t stock any products containing animal-derived ingredients or tested on animals.
⚠️ Some products may display a “may contain” warning due to shared manufacturing lines, but these items are still suitable for vegans.
📦 Orders & Checkout
Is there a minimum order value?
Yes — we have a minimum order value of £25 (excluding shipping) for all online orders.
Orders below this amount will not be processed.
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 as soon as possible.
Once dispatched, we’re unable to cancel it.
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 resolve it as quickly as possible.
🚚 Shipping & Delivery
What delivery options are available?
Royal Mail Tracked 24 is £6.99 (delivery aim 1–2 days after dispatch, not guaranteed). Royal Mail Special Delivery Guaranteed Next Day is £15.00, subject to Royal Mail's terms and destination availability. There is currently no free delivery, regardless of order value.
When will my order be dispatched? For Guaranteed Next Day, order before 10am Monday–Friday for dispatch that day. Orders placed before 10am Friday are dispatched Friday for guaranteed Saturday delivery, subject to Royal Mail’s terms and postcode exceptions. Tracked 24 normally dispatches Monday–Thursday; orders after 12pm Thursday normally dispatch Monday. We do not dispatch on weekends or bank holidays.
❄️ Chilled & Frozen Deliveries
Which service should I choose for perishables?
We strongly recommend Special Delivery for frozen orders, including mixed chilled/frozen baskets, especially for large orders and during Christmas. For chilled-only orders, either service is available; Special Delivery is an optional upgrade. It reduces delay risk but does not guarantee safe product temperatures. Follow the storage and preparation instructions on each product’s packaging. Your statutory rights are unaffected by your choice of delivery service.
Why is there a packaging charge?
We use insulated packaging and ice packs. Chilled orders incur £4.49 once per cart; frozen or mixed chilled/frozen orders incur £4.49 plus £1.99, totalling £6.48. Ambient-only orders incur neither fee. These fees apply with both shipping options.
Do I need to be home?
For Special Delivery, someone must be available at your address to sign. No safe-place delivery is possible. We recommend receiving all perishable orders promptly in person. Tracked 24 safe-place options are subject to Royal Mail's terms.
What about Christmas?
Tracked 24 may be delayed. Special Delivery guarantees are subject to Royal Mail's Christmas arrangements. Orders must meet our dispatch cut-offs. See Shipping Information for full details.
🛒 Click & Collect / In-Store Shopping
Can I collect my order in person?
Click & Collect coming soon.
Do you have in-store shopping times?
Yes! You can shop in-store with us Thursday-Sunday 12-4pm. We are located at The Retreat Animal Rescue & Sanctuary.
Where are you located?
Jennings Plantry
Brickyard Farm
Ashford Road, 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 kinder to the planet — and we encourage you to reuse or recycle them too.
