Delivery & Returns

Delivery

For UK mainland addresses, you may choose your preferred delivery day and time during checkout.

  • Next-day delivery is available for ambient (i.e. non-chilled) items. Orders that include fresh produce require a little more time to prepare, pack, and ship.
  • For addresses in the Channel Islands, Highlands & Islands, and other remote locations, we can ship ambient goods only, and delivery typically takes two days.

We use a reliable courier service. While we make every effort to meet your selected delivery day and time, we cannot be held responsible for delays caused by weather or by circumstances outside our control. In such cases, we will do our best to resolve the situation on your behalf.

Our courier provides a “predict” service, which means you receive a one-hour delivery window by SMS and/or email, so you don’t have to wait at home all day. You can also watch the driver’s progress on a real-time map. If you are unable to sign for your order, there are “in-flight” options like delivering to a neighbor, leaving the parcel in a safe place, or collecting from a nearby shop.

If your order contains both chilled produce and dry goods (such as packaged items, tins, and drinks), it may be dispatched separately — so you might receive two distinct deliveries. Our courier will notify you of both with their “predict” delivery messages.

If unforeseen circumstances prevent us from meeting the estimated dispatch date, we will contact you before dispatch to give you a revised date.

Delivery Rates:

  • Mainland UK: £5.95 for deliveries from Tuesday to Friday (if ordered before 6 pm)
  • Saturday delivery (before 6 pm): £8.50
    If your order has to be split into multiple parcels, you will only be charged one delivery fee when possible. But if you request different delivery days, each separate delivery will incur a charge.

Please note that our courier handles all logistical operations, and we cannot guarantee delivery within an exact hour. Delays caused by factors outside our control are beyond our liability.

Receipt of Delivery:
You will receive notifications by email and SMS confirming your delivery window. A signature will be required at the time of delivery.

If you need to change the delivery address before your order is dispatched, please contact our customer service team through the order management section on our website organicrootsgoods.com.

For deliveries involving chilled or fresh food, ensure that the delivery address is one where someone can receive and refrigerate the package immediately. If a parcel sits in a depot too long without refrigeration, we cannot accept responsibility for spoilage once it’s been delivered.

Returns

You may return an item within 14 days of receiving it. To initiate a return, please use the returns link provided in your dispatch confirmation email or reach out to our customer service team via the returns section on organicrootsgoods.com.

We aim to process all refunds within 30 days of receiving your returned item. Refunds will be issued to the same payment method used when you placed the order.

Packaging

At Organic Roots Goods, we believe sustainability matters. Since our launch, we have made it a priority to use eco-friendly packaging.

  • Our cardboard boxes are up to 90% recycled and printed with water-based inks.
  • We use shredded wood filler (from responsibly sourced spruce) — you can compost it, use it as pet bedding, or reuse it as kindling.
  • For loose fill, we opt for water-soluble, plant-based, compostable materials — simple to dissolve or compost.
  • Our insulation material is natural sheep’s wool — reusable in the garden, for example, in hanging baskets or as mulch.
  • When needed, we use non-toxic gel packs that are reusable (great for lunch boxes or first aid) and paper straps instead of plastic.
  • Our food trays and bowls are made from 100% recycled plant fibers. Drinking-straws (where used) come from sustainable wheat straw material.

We encourage you to recycle or compost all of our packaging materials.