Ordering & Delivery

Can I choose when I want my order to arrive?

We don’t offer specific delivery dates, but your order will be dispatched as soon as possible after it is placed, and usually within a day or two. We dispatch orders Monday to Thursday each week, using a Royal Mail Tracked 24 service.

If you would like your order to be held and sent out closer to a specific date please email us and we can arrange this for you.

How long does delivery take?

Orders to most GB postcodes are sent out on a 24 hour service using Royal Mail, and usually arrive the day after dispatch.

Deliveries to some postcodes take a little longer:

IV, KW - 48 hours

HS, ZE - 72 hours

All deliveries are tracked and you'll receive notifications from Royal Mail throughout the journey of your parcel.

Do you charge for delivery?

Standard nationwide delivery on the overnight service, to all addresses in Great Britain, is £5 for orders under £38.

Delivery is free for all orders of £38 and over.

Orders for collection

You can also choose to collect your order from the kitchen workshop in Clapton. We are located very close to the ponds, with its multiple bus routes, or a 10 min walk from Clapton and Hackney Downs Overground stations.

Choose 'Collection' at the checkout, where you'll be shown the address and the notification that it'll be ready in 2-4 days. It's normally much quicker.

Once you've placed your order, you'll receive a confirmation email. We'll then follow this up (normally within 24 hours) with an exact date for your collection, which will normally be the Thursday or Friday following your order date.

If you have a particular date in mind, just leave us a note with your order and we'll accommodate that for you.

Is there a minimum order value?

There is no minimum order value, but we do ask that you bear in mind the large amounts of packaging to send orders with couriers. It's great to order a little and often, but please help us to be as sustainable as possible.

What is your packaging like?

Wherever possible we send our online orders in re-purposed cardboard boxes. The jars will be well packed and fully cushioned and should arrive in perfect condition.

Once you’ve received and unpacked your jars, you should refrigerate them immediately. This is to slow down any further fermentation, rather than to make the product safe to eat.

All the packaging we use to send our online orders in can be re-used, or is biodegradable or fully recyclable.

Can I place an order for delivery outside of Great Britain?

No. We currently only send online orders to addresses in Great Britain.

We do not deliver to the Channel Islands, Isle of Man, Northern Ireland or the Republic of Ireland.

How do I amend an order I have already placed?

If you need to amend your order, please email us at hello@thenorthshop.co.uk or use the contact form.

Typically, we are happy to help you to amend your order if it isn't yet packed (which happens on the morning of dispatch).

Do I need to be at home for the courier delivery?

No. Royal Mail will send you multiple notifications via email before your parcel is due to be delivered.

We also recommend that you leave instructions for them in the case you're not in, for example, a safe place for the package to be left. Due to the perishable nature of our products, orders are left in a safe place by default, unless you specify otherwise (either directly with us or with Royal Mail).

How do I track my order?

All deliveries are tracked. Please ensure you leave a mobile phone number and a valid e-mail address if you would like to receive this information.

You will receive a tracking number once your order is dispatched and further updates through the parcel's delivery journey. These will come to you via email. You can track your order using the Royal Mail Tracking  web page or mobile app.

What should I do if my order hasn't arrived?

The first thing to do is to check your order tracking information to see where your order is and if there is an issue. If you haven’t received your tracking information, or if there is a message or status update that you don’t fully understand, please email us at hello@thenorthshop.co.uk and we’ll try to help.

Refunds

We advise you to unpack your order as soon as it arrives. In the unlikely event of a problem please contact us immediately.

We don’t accept returns of perishable goods but we will always seek to address any concerns you have about your order and find a suitable solution.

Should there be a quality concern surrounding the products you’ve received, we may ask you to send photos to help us better understand and resolve the issue.

You can email us at hello@thenorthshop.co.uk or contact us using this form.