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
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:
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Your name
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Delivery address
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Order number
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Description of the missing item(s)
We’ll sort it quickly.
🚚 Shipping & Delivery
When will my order be dispatched?
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Orders are processed Monday to Thursday.
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Orders placed after 12pm on Thursday are dispatched the following Monday.
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We sometimes dispatch on Fridays for Saturday delivery, depending on stock and workload (not guaranteed).
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Festive period: Processing may take up to 7 days due to high demand.
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 get FREE Tracked 24 shipping.
What delivery methods do you use?
We ship with Royal Mail:
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Tracked 24 / Tracked 48 for non-perishables
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Tracked 24 only for chilled/frozen goods
(Special Guaranteed is currently unavailable)
❄️ Chilled & Frozen Deliveries
Is Tracked 24 suitable for chilled or frozen orders?
Tracked 24 is the only option available right now — but it is not guaranteed and includes no compensation if items arrive defrosted or delayed.
Perishable deliveries are entirely at your own risk.
Why is there a surcharge for chilled/frozen goods?
We use premium thermal liners and ice packs to keep perishables cold.
A £2.99 surcharge helps cover these packaging costs.
Do I need to be home for chilled deliveries?
You don’t need to be home if you set a Safe Place via the Royal Mail app.
If no Safe Place is set and you’re not home, your parcel may be returned to the depot, causing delays we can’t cover.
🛒 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! We’re open for in-store shopping every weekend, 12–4pm, up until Christmas.
Please note: The sanctuary can be very muddy at this time of year — suitable footwear is essential.
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.
