Shipping policy
Shipping Policy
Processing Times
Orders are processed Monday–Thursday.
Orders placed after 12pm on Thursday will be dispatched the following Monday.
We do not dispatch orders on weekends or bank holidays.
During November–December, processing times may be longer due to increased demand and may take up to 7 days. You are welcome to contact us anytime for an update.
Delivery Area
We currently ship within the United Kingdom, excluding the Channel Islands.
Delivery Services
All orders are shipped via Royal Mail:
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Tracked 24 or Tracked 48 — non-perishable items
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Tracked 24 — perishable (chilled/frozen) items
Special Delivery Guaranteed may be offered depending on stock and workload; this is not guaranteed and may be suspended during peak periods.
Perishable Goods
Perishable items (chilled/frozen) are packaged with insulation and ice packs. However:
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Perishable items are shipped at the customer’s own risk
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Royal Mail Tracked 24 does not compensate for temperature-sensitive goods
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We cannot refund or replace perishable items that arrive defrosted, spoiled, delayed, or damaged in transit unless we have made an error with your order
Perishable items are final sale and cannot be returned.
Safe Place & Delivery Access
To avoid delays, we strongly recommend setting a safe place with Royal Mail.
If no one is home and no safe place is set, Royal Mail may return the parcel to the depot.
We are not liable for spoilage, defrosting, or delays resulting from:
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No safe place being set
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Missed delivery attempts
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Parcels held at the depot
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Re-delivery requests
Incorrect or Incomplete Addresses
We are not liable for delays, loss, or spoilage resulting from incorrect or incomplete addresses provided at checkout.
Please double-check your details before submitting your order.
Courier Delays & Liability
Once dispatched, transit times are controlled by Royal Mail.
We are not liable for courier delays caused by:
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High seasonal volume
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Weather conditions
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Operational delays
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Industrial action
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Depot backlog
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Misrouted parcels
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Delayed scans
Perishable items affected by courier delays are not eligible for refund or replacement.
Risk & Responsibility
Responsibility for the goods transfers to the customer once Royal Mail marks the parcel as delivered to the address or safe place provided.
We are not liable for spoilage, theft, or damage after delivery.
Lost Parcels
If Royal Mail confirms a parcel is lost due to their error, we will follow their claims process.
Claims cannot be made until Royal Mail classifies the parcel as lost.
Company Information
Jennings Plantry Ltd
Registered Office: 85 Great Portland Street, London, W1W 7LT
Shop Address: The Retreat Animal Sanctuary, Brickyard Farm, Cripple Hill, High Halden, Kent, TN26 3LJ
Email: hello@jenningsplantry.co.uk
Phone: 01233 365379 (local & supplier enquiries only — no phone orders)
Company No: 16245754
VAT No: 485 1878 44
