WHO WE ARE

MOST FREQUENT ASKED QUESTIONS

1. ARE ALL OF YOUR PRODUCTS ORGANIC?

Not quite. Around 70% of our products are organic and we ensure the rest are as pure as can be, free from any additives, preservatives or unknown nasties.

2. ARE ALL OF YOUR PRODUCTS SOURCED LOCALLY?

We source our products locally where possible, however in order to stock the range we do – it is not possible to source everything local.

3. CAN I BRING MY OWN JARS INTO THE STORE TO REFILL?

Absolutely you can! We encourage people to bring in their own packaging as often as possible. All you need to do is get our lovely staff to weigh your containers/jars before you fill them, we can then remove/tare their weight from the price at the end.

 

4. CAN I BRING PLASTIC CONTAINERS INTO THE STORE TO REFILL?

Yes you can! We don’t mind people using plastic, we just try to minimise single-use plastic. If you are reusing your old plastic containers that is great.

 

5. DO YOU SELL REUSABLE CARRY BAGS, CUPS & LUNCHBOXES?

We sure do! Check out our ECOWARES section of our online store for the range. You’ll see we sell a wide range of other reusable products to help you in your waste-free efforts.  

 

6. IS YOUR HOME DELIVERY PACKAGING RECYCLABLE/COMPOSTABLE?

Yes it is! The bags are compostable and the boxes can be placed in with your home recycling or repurposed.

 

SHOPPING

1. HOW DO I REGISTER?

You will need to register online before you can place your first order. To register simply follow the prompts at the check out on your first shop and be sure to save your username and password for future use. Your privacy is 100% guaranteed.

2. HOW WILL MY PARCEL BE DELIVERED?

All deliveries are via Australia Post or via local courier. As we are based in South Australia please allow time for your delivery to arrive.  Most deliveries should arrive within 3 to 5 days but may take longer for remote areas. An Australia Post tracking number and website link will be emailed to you so you can track your orders delivery progress.

3. HOW DO I START SHOPPING ONLINE?

Shopping online with us is easy. Just login and search via the categories the products you are looking for.

Once you find the product/s you are looking for, click ‘Add to cart', then select the quantity and weight you would like. You will have the option to view your cart after each item you choose. It’s that simple.

MY ORDER

1. CAN I CHANGE OR CANCEL MY ORDER ONCE I HAVE CHECKED OUT?

Once you have submitted your order the processing begins. This means that should you wish to change or cancel your order you will need to contact Customer Service as soon as possible on Ph: 0428517671 (9am to 5pm Monday to Friday) to alleviate incurring a cancellation fee.

2. CAN I RETURN PRODUCTS?

If you are not happy with the quality or condition of your products when they arrive to you, please contact us and we will replace those items next time you shop with us, or arrange a refund or credit for the amount of those items. This does not include the cost of postage.

3. WHAT HAPPENS IF THE ITEM I ORDER IS OUT OF STOCK OR UNAVAILABLE?

If an item in your order is currently unavailable, we will fill the remainder of your order and then one of the following credit options can be arranged.

Option 1 ~ Credit Coupon

A Credit Coupon will be issued, on request by the customer, to the value of the refund. The Credit Coupon will be valid for one year from date of issue. All redeemable coupons will be issued by our Customer Service detailing a special code. The special code and refundable amount will be recorded within the customer’s online details for verification at the time of redemption by that customer.

Option 2 ~ Refund

All refunds will be provided back in the original tender. Credit cards must be processed back onto the original credit card and Paypal payment will be issued with a credit voucher.

 

4. WHAT IF MY DELIVERY IS LATE?

We will do our best to advise you in the event of any delay. However, sometimes delays maybe beyond our control – but be assured that your order is very important to us and one of our team will contact you as soon as possible to alleviate any inconvenience.

MY DELIVERY

1. WHAT HAPPENS IF I’M NOT AT HOME AT TIME OF DELIVERY?

As we use Austalia Post for our deliveries they will normally leave instructions for you to pickup your parcel from your local post office or inform you of an alternate delivery time. If you believe your delivery has gone missing please contact Customer Service as soon as possible on Ph: 0428517671 between 9am to 5pm Monday to Friday.

2. ARE THERE ANY DELIVERY FEES?

Yes, postage varies depending on weight and location.

3. WHAT SHOULD I DO IF THERE ARE ITEMS MISSING FROM MY ORDER?

Contact our Customer Service department as soon as possible on Ph: 0428517671 between 9am to 5pm Monday to Friday. If the office is unattended at the time of your call please leave a message and one of our staff will get back to you as soon as possible.

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0428517674

62 Murray St, Angaston SA 5353, Australia

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©2019 by The Real Pantry.