Shipping policy
Last updated: 3 October 2026
This policy explains where Pantry delivers, how shipping charges and delivery estimates work, and what happens when a parcel is delayed, damaged, returned or affected by customs. Current country-specific rates, carriers and transit estimates are available through the calculator on our Shipping & Delivery page.
Where we deliver
Pantry ships Dutch and European food and drinks from the Netherlands to more than 220 countries and territories. The destinations currently available are shown at checkout.
We do not currently deliver to addresses in the Netherlands.
Order preparation
We normally need 1-4 business days to pick, check and pack an order before dispatch. Saturdays, Sundays and public holidays are not business days.
If an item becomes unavailable while we are preparing your order, we will refund it or, for an order containing several items, contact you to agree on the best solution. We do not substitute products without your agreement.
Carriers and delivery estimates
We use a fixed carrier for each destination, generally DPD, PostNL or FedEx. The assigned carrier is shown in the shipping calculator and at checkout and cannot normally be changed at the customer's request.
Carrier transit estimates begin when the parcel is handed to the carrier. They do not include Pantry's 1-4 business-day preparation period. For example, a carrier estimate of three business days gives a total estimated delivery time of approximately 4-7 business days from the order date.
Delivery times are estimates rather than guaranteed arrival dates. Customs processing, public holidays, severe weather, carrier disruption and remote or island destinations can cause delays. Any mandatory delivery rights available to consumers remain unaffected.
Shipping prices
Shipping charges depend on the delivery country and the total packed weight of the order. Prices shown in the shipping calculator are in euros and include packing, handling and VAT where applicable. Import duties, taxes and customs charges are not included.
The shipping price shown at checkout is authoritative because it is calculated using the complete order and delivery destination.
Maximum parcel weight
The maximum packed weight for one order is 30 kg. If you want to purchase more than 30 kg, divide the products between two or more separate orders. Shipping is calculated and charged separately for each order.
We may divide an order into more than one parcel where reasonably necessary. We will not charge additional shipping merely because Pantry chooses to split an order that was accepted with one shipping charge.
Tracking and delivery updates
Every shipping service includes tracking. We automatically email the tracking link when the parcel has been dispatched, followed by delivery updates supplied by the carrier. Please monitor tracking and collect a parcel held at a parcel shop or collection point before the carrier's deadline.
If tracking has not updated as expected or suggests a problem, contact us at hello@pantry.me with your order number.
Parcel insurance
Parcels are insured against loss or damage up to EUR 500, subject to the carrier's investigation and claim requirements. This carrier insurance does not cap or reduce Pantry's obligations or any mandatory rights you have as a customer.
Delivery and safe-place instructions
For consumer orders, Pantry remains responsible for the products until you, or a person you nominate other than the carrier, receives physical possession, except where mandatory law provides otherwise.
If you instruct the carrier to leave a parcel in a safe place, with a neighbour, at a parcel shop or at another location, delivery completed in accordance with that instruction is treated as delivery to you to the extent permitted by applicable law. Choose a shaded location when the parcel contains chocolate or another heat-sensitive product.
Address changes and order cancellation
Check the recipient name, street, house number, postcode, city and country carefully before placing an order. You may request an address correction, delivery instruction, item change or cancellation until the parcel has been collected by the carrier.
Email hello@pantry.me as quickly as possible and include your order number. We cannot guarantee that a request received close to collection can be completed. Once the carrier has collected the parcel, we can no longer change the shipment.
Incorrect addresses and uncollected parcels
If a parcel cannot be delivered or is returned because the address supplied was incorrect or incomplete, the recipient could not be reached, or the parcel was not collected in time, we will assess any product refund after the parcel returns to Pantry.
Original shipping charges will not be refunded, and any return fee charged by the carrier may be deducted from the product refund, except where mandatory law requires otherwise. If you want the products sent again, a new shipping charge will apply.
Customs, duties and local taxes
Orders delivered outside the European Union may be subject to import duties, taxes, customs charges or carrier clearance fees. These charges are set by the destination country and are not included in Pantry's product or shipping prices. The recipient is responsible for paying them.
Customs processing can delay a parcel. Pantry cannot control or guarantee customs-clearance times.
Import restrictions
Food-import rules vary by destination and can change without notice. Customers must check whether the products they order may lawfully be imported into and received in their country. Pantry remains responsible for its own legal obligations and will not rely on this section if Pantry supplied incorrect information, breached an applicable duty or caused the customs problem.
If a product is refused entry solely because it is prohibited or restricted in the destination country and the customer nevertheless ordered it:
- If the product is destroyed or cannot be recovered, Pantry will refund 50% of the affected product price.
- If the product is returned to Pantry, Pantry will refund 100% of the affected product price after the return has been confirmed.
- Original shipping charges are not refunded in either situation.
These arrangements do not replace any greater remedy required by mandatory law or any remedy due when Pantry is responsible for the refusal.
Delayed or lost parcels
If a parcel is delayed or appears lost, contact hello@pantry.me with your order number. We will review the tracking and, where necessary, open an investigation with the carrier.
Carrier investigations can take time and their duration varies by destination. We will keep you informed and provide an appropriate replacement or refund when the investigation confirms that the parcel was lost, subject to applicable law. Pantry does not impose a separate reporting deadline, but contacting us promptly helps preserve tracking information and carrier evidence.
Damaged parcels or products
If a parcel or product arrives damaged, keep the product, shipping box and packing materials and email hello@pantry.me. Include your order number, a description of the problem and clear photographs of the parcel, label, packaging and affected products where possible.
Do not consume a product that you believe may be unsafe. We review each case individually and will provide an appropriate replacement or refund. We will not ask you to pay return shipping for damaged, faulty, unsafe or incorrect goods.
Heat-sensitive products
We use heat-insulated packing where appropriate for products such as chocolate. Insulation reduces the risk from heat but cannot guarantee that sensitive products will remain unaffected during extreme weather or an extended delay.
Consider the weather along the delivery route before ordering and provide a shaded, secure delivery instruction if you will not be home. This does not limit your rights if a product arrives damaged, unsafe or otherwise non-conforming.
Returns and refunds
Our Refund Policy explains cancellation after dispatch, refused parcels, eligible returns, damaged or incorrect goods and refund processing. Our Terms of Service also apply to every order.
Contact
For shipping questions or help with a parcel, email hello@pantry.me. You may contact us at any time, and we aim to respond within 24 hours on business days. Please include your order number so we can help you quickly.