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
When will my order be dispatched?
Orders are processed Monday to Thursday.
Orders placed after 12pm on Thursday are dispatched the following Monday.
We sometimes dispatch on Fridays for Saturday delivery, depending on stock and workload (not guaranteed).
When will I receive my delivery?
Delivery times depend on the shipping option selected at checkout.
Please 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 only for chilled or frozen goods
❄️ Chilled & Frozen Deliveries
Is Tracked 24 suitable for chilled or frozen orders?
Tracked 24 is the only option currently available. It is not a guaranteed service and does not include compensation for delays or temperature-sensitive goods.
All perishable deliveries are sent at the customer’s own risk. Items may arrive defrosted or warm, and we are not liable for this.
Why is there a surcharge for chilled/frozen goods?
We use thermal liners and ice packs to help maintain temperature during transit.
A £2.99 surcharge helps cover these packaging costs.
Do I need to be home for chilled deliveries?
We strongly recommend being available to receive your order or setting a Safe Place via the Royal Mail app.
If no Safe Place is set and delivery is missed, parcels may be returned to the depot, which can cause delays or spoilage. We are not liable in these cases.
🛒 Click & Collect / In-Store Shopping
Can I collect my order in person?
Not yet — but collection will be available 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
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 kinder to the planet — and we encourage you to reuse or recycle them too.
