Delivery Policy
Pantry fulfils orders two different ways depending on what you buy. This page explains how each one is delivered, and what to do if something goes wrong.
Last updated: 27 August 2026
1. Two ways your order is delivered
UK Store and Bulk Buy Groups: items you add through the UK Store are added to a group's shared basket, and each member gets their own order delivered to their own UK address once the group's round closes and payment goes through. There is no shared collection point: your delivery goes to the address you give us, not to the group organiser or another member.
Family Basket: you choose and pay for a basket in pounds from the UK, and our own team buys the food and delivers it to your nominated recipient's door in Nigeria. You are sending food, not cash, so it arrives as food.
2. When your order is dispatched
A Bulk Buy Group order is processed once that group's round closes, which is shown on the group's page. A Family Basket cycle is processed on the date shown for it in your dashboard, monthly, bi-monthly, quarterly, or one time, depending on what you set up. We email and notify you in the app as your order moves from processing to on its way to delivered, so you always know where it stands without having to ask.
3. Delivery cost
The price you see at checkout is the price you pay. We do not add a separate delivery charge on top of your basket or group order at the point of payment.
4. Where we deliver
UK Store and Bulk Buy Group orders are delivered to a UK address, including Northern Ireland. Family Basket orders are delivered across Nigeria, to the recipient and address you give us when you set up the basket.
5. Keep your delivery details accurate
Make sure the address, postcode, recipient name, and phone number on your account are correct and up to date, for both your own UK deliveries and any recipient you nominate in Nigeria. Tell us promptly if any of these change. We are not responsible for a delivery that fails or goes to the wrong place because the details we were given were incomplete or out of date.
6. If a delivery cannot be completed
If a driver cannot reach you or your nominated recipient, or a delivery is delayed, incorrect, or does not arrive, contact us as soon as possible at support@foodbank.ng with your order details so we can look into it and put things right. See our Refund and Returns Policy for how a failed or faulty delivery is resolved.
7. Track your order
You can check the status of any order or Family Basket cycle at any time from your Pantry dashboard.