Frequently asked questions

When can I expect my order? 

For the majority of UK mainland orders placed via this site, your order will be despatched by DPD on a next day service. We endeavour to have all UK mainland orders placed by 2pm Mon-Fri with you the next working day. You can contact us on hello@eatstoats.co.uk if you have any queries regarding your order. 

What are the shipping costs for my order? 

Within the UK – shipping on orders over £20 is free. For orders less than £20 a flat rate of £6 will be applied to your order (with the exception of our subscription service which is explained below). 

International orders – shipping rates are based on the size of the order (dimensions of box and weight) and therefore vary. The shipping amount will be confirmed when you have entered all the items you wish to order and the destination of the order. Please note that international deliveries may be subject to additional import taxes, these are applied by the country of destination and aren’t the responsibility of Stoats. Stoats will not accept returns or process refunds for items that are refused due to such charges. 

I have a charity event – please can I get some free products?

We receive hundreds of requests a year and to be fair to all, we have a company policy not to give away stock for free. We have an active programme of charitable giving and are a regular donator to local food banks. As a way of supporting charity events we can on occasion provide stock at cost price – please email hello@eatstoats.co.uk to enquire. 

Tell me about your packaging – is it sustainable? 

Wrappers – our bars are wrapped in a compostable bio-film that is made from renewable wood pulp. This material can be home composted and will natural degrade in approximately six months in a well maintained system. Some councils will process the wrappers included in food waste bags for industrial composting – please check with your local authority. 

Clear wrappers – due to Covid 19 pressures in the supply chain, as an emergency measure some bars may be wrapped in clear film. These wrappers are fully compostable. 

Cartons and Outer Boxes – all boxes are made with FSC accredited material and should be recycled after use. 

Pouches – our pouches are fully recyclable at larger retail stores along with your plastic bags. 

Can I get a refund? 

Working to the UK Consumer Rights Act 2015 you can request a refund for goods received that aren’t: of satisfactory quality, fit for purpose or as described. 
We are unable to accept returns of food items. 

 

Subscription FAQs

What is the Subscription Box?

Stoats send you 10 porridge oat bars direct to your door or desk either every month or twice a month, depending on which option you choose.

Do I need to customise my Subscription Box?

We'll send you the top ten selling Stoats bars. We also create three new Limited Edition bars each year and we’ll include these in your box along with our regular bars. It’s hassle free for you, just sign up and we’ll pick the bars for you.

Does the Subscription Box suit my dietary requirements?

All our porridge bars are vegetarian friendly. They contain butter (milk) and oats which may contain traces of gluten. We also have a bar which contains hazelnuts and we may sometimes include a Limited Edition bar with nuts – we’ll clearly label this on the bar. We do not handle any peanuts at Stoats bakery and will not include any in our Limited Edition bars.

Can I order a single box?

If you would like to receive a one-off order rather than subscribe, check out the options of Mixed Cases of bars on our online shop.

When do I have to place my order to receive a box?

If you select Monthly Subscription, your first subscription box will be posted on the first working day of the following month. If you select Twice-monthly Subscription, your first order will be sent on either the 1st or the 15th of the month, depending what date comes soonest.

What if I’m not home when my box arrives?

That’s fine, the box fits through the letterbox.

Does the box contribute to free UK delivery for orders of £20 or over?

The Subscription Box is separate to any other purchases from our online shop so the cost of the Subscription Box does not contribute towards the Free Delivery offer for orders over £20.

Do I have to pay for delivery of the Subscription Box?

Delivery costs are included in the price and the parcel is sent via Royal Mail.

Can I order the Subscription Box worldwide?

This box is only available to UK residents. If you would like to order Stoats bars or any other products abroad, you can do so with all other items on our online shop.

How do I update my shipping address, contact information or billing address?

Log in to your customer account and you can amend any details in the My Dashboard section. 

What if I need to cancel my Subscription Box?

Simply log in to your account and select ‘cancel’ and your subscription will end immediately.

I loved the Limited Edition Bar, can I order more?

We’ll place a small number of the Limited Edition bars on the website so that you if you really enjoyed them, you can order some more before they disappear. Once they’re gone, they’re gone.