FAQ

PRODUCTS

What is the expiration date or best before date of a product?

We get all of our products directly from suppliers upon order, because of that we can guarantee the longest possible expiration date. We all check the expiration date before shipping to make sure you get a product that will last a long time. For an indication on specific products, please send us a message and we’re happy to check.

I have allergies, is this product safe to eat?

Most of the products have the ingredients listed on the product page, if this is not the case, please contact us for more information on the product.

Will my chocolate items be safe going to a hot country?

Yes, we package chocolate and temperature sensitive products in a special insulated packaging material to make sure your sweets arrive in a good condition.

 

ORDERING

What is the current status of my order?

We generally take 2 – 3 business days to ship your order. Once an order is shipped you will receive the tracking details per email. If the parcel is delayed we will keep you informed.

Can I cancel my order?

Please contact us ASAP when you will like to cancel an order. Once the order has been shipped, we can’t cancel the order.

Which payment methods do you offer?  

We offer secure payments through AMEX, Apple Pay, Bancontact, Google Pay, iDeal, Mastercard, Meastro, PayPal, Shop Pay and Visa. If you like to make a payment through bank transfer, please let us know..

Why is the weight shown per product different when you add it to the basket?

The product page shows the contents of the products, this does not include the packing that the product comes in, which is added in the shopping basket.

 

SHIPPING

What are the shipping costs for my order?

You can find the exact shipping cost per country on the SHIPPING INFORMATION page.

Can I change the delivery address after my order has been shipped?

Once an order has been shipped the delivery address cannot be changed by us. However, most shipping carriers offer a way to redirect parcels. Please check the tracking page or contact the carrier to see what the options are for you.

When will my order be shipped?

Orders are generally shipped within 2 – 3 business days. If there is a delay we will contact you.

Is my order insured during shipping?

Yes all order are insured, if a parcel is lost or damaged, please contact us so we can open a case with the carrier.

What do I do if my order is delayed?

Unfortunately, delays happen and we have no control over the carrier or local customs. Please refer to the tracking page to see what the current status of your parcel is. If the parcel hasn’t moved in a while or you think that there might be a problem along the way, please let us know. 

Will I have to pay any extra costs at customs?

We ship from the Netherlands so all orders within the European Union are free from any import or customs fees. When you order from outside the EU, there is a chance that you have to pay fees at customs. Small orders, below a certain amount, can normally be imported duty free. Please check the website of your national customs agency to find the rates and further information.

Can I return my order?

Unfortunately food and drink items cannot be returned. We follow the universal recommendation to not offer returns on these items, because of the risk on food safety.

My order arrived damaged or incomplete, what do I do?

We’re very sorry to hear that! Please send us a message or email and we will solve this ASAP. If a product arrived damaged, please include a picture of the damaged product.

How long will it take for my order to arrive?

We list the estimated delivery times for every country on the SHIPPING INFORMATION page.

Where do you deliver?

We deliver all products worldwide.

 

ACCOUNT & PRIVACY

What does Pantry do with my personal details?

We ourselves do not store any of your personal details. The apps and platforms we use to run Pantry all comply with the international standards for data protection and privacy.

Are my credit card details safe when using this website?

We do not have access to your credit card details and all of our payments are managed by Shopify Pay. As long as you are using a secure browser, there is nothing to worry about.