Frequently Asked Questions
When will I receive my order?
We will endeavour to dispatch orders within 24 hours during the week if they are made before 4pm. If your order is placed on a Friday evening, weekend, or bank holiday, your order will be dispatched on the next working day.
Has my order been processed?
When your order has been accepted and paid for, you will receive an order confirmation via email. Once your order has been collected by the courier, they will keep you notified of any delivery updates.
Can I cancel and get a refund?
If your order has not been processed and dispatched, then we can issue a refund. Please email email@example.com clearly stating your order number, name, and stating you wish to cancel. If your order has already been dispatched, then unfortunately we are not able to cancel the order and issue a refund.
Can I change my order?
If your order has not been processed and dispatched, we are able to make amendments to orders. Please email us clearly stating your order number, name and the amendments you wish to make. If your order has already been dispatched, then unfortunately we are unable to make any amendments.
Do I need an account to place an order with you?
You can check your order out as a guest but having an account will save your order history and address details for a faster checkout process in the future.
My order is a gift, can you leave out the invoice and include a gift message?
We do not include any paperwork in the box, if you leave a note in the order notes our friendly staff will hand write a gift message for you and this will be included in the box.
Why can I only order in multiples of 5?
Our boxes have been designed to carry either 5 or 10 x 1.5kg. Ordering in multiples of 5 ensures they fit snugly in the box and are therefore less likely to get damaged during the delivery process.
My discount code is not working?
you have a discount code but will not apply to your order, please check the following: · You have added items to your basket BEFORE applying the code · The code does have restrictions – one per customer and an expiry date, these will be sent with the code. · If your code still won't apply, then please place your order as normal and then email us with your order number, the team can then apply the code retrospectively.
What is the delivery cost?
Our shipping costs are calculated by weight, the minimum charge is £5.69+VAT for up to 15kg which covers two of our 5 x 1.5kg packs. If you place an order over the value of £50 your shipping charge is free.
Where do you deliver to?
We deliver to the UK Mainland, any deliveries to the Scottish Highlands & Islands, Channel Islands, Isle of Man, Isles of Scilly and Isle of Wight will take a few extra working days and will be subject to a surcharge. If you live in Ireland, then please do get in touch with the team and we will respond with a personalised quote and the details we require.
What if my order arrives damaged?
Please email firstname.lastname@example.org with photos of your damaged delivery and state your order number. The team can then resolve any issues you have.
I have received my order twice, or I have the wrong products?
Under normal circumstances, we would exchange these for you, however due to Covid-19 we are unable to accept returns. Please do keep the incorrect flour/ extra order with our compliments and if you are unable to use the flour then please do donate to a local charity or food bank.
Can I collect my order?
Yes, please select the pickup option at checkout, you will be notified when your order is ready for collection.
What happens if I need to self-isolate?
Please leave clear instructions on your delivery door for the driver about where you would like the parcel to be left. If you are due to collect your order, please do give the office a call and we can arrange another collection day.
Is your packaging recyclable?
Yes, all our packaging is recyclable!
I have received my flour in a plain bag with a label on, why is this?
Due to increased lead times from bag suppliers we sometimes have to use plain bags with a label on to ensure we are still getting flour to our customers as quickly as possible, whilst waiting for our normal bags to arrive. Rest assured; you will have received the correct flour but please do contact the team if you have any concerns.
What is the best way to get in touch if I have any queries, or want an update on an order?
Please do send an email to email@example.com and one of the team will endeavour to respond within 24 hours, weekdays only.
Do you supply yeast?
We currently do not supply yeast, but watch this space….!
How long does your flour last and how do I store your flour?
White flours will have 6 months and wholegrain flours will have 9 months. We endeavour to send you the freshest flour possible. Please store the flour in an airtight container away from any strong smells or direct sunlight to keep the flour in the best possible condition.