Delivery

We use DPD to deliver our orders. We believe they are the most reliable courier and we like their system of 1hr timed delivery slots.

We have used all the major UK couriers and have found DPD to be the most reliable. 98.5% of our orders arrive on time. 

However sometimes things go wrong. 

Our macarons, brownies and bars cope well with up to a 48hr delay in transit. 

Much of what we bake, we recommend it should be stored refrigerated. This is to prolong its quality. However, packed and sealed in the boxes we dispatch orders our products maintain their quality. If you order doesn't arrive on the delivery date you selected then the quality will not immediately change. Particularly during cooler months, our products tolerate a 24/48hr well. We have also tested our products as safe with this sort of delay. 

If your order has not arrived.

(A) Please double check the delivery date and address in the order confirmation are correct.

These details will be in the e-mail you received from us when the order was placed. The details in the order confirmation reflect the details entered when the order was created. Our website automatically books on address and delivery date details as they were entered. 

If there is a problem with the details entered when the order was made, please contact us quoting your MAC order number and we will do our best to help resolve the problem.

(B) I can't find my order confirmation e-mail 

If you can't find your order confirmation details then please check your e-mail junk folder.

If your order details are still not obvious, please double check you have placed a completed order and a payment has been made. If you have a website account with us then your order details will be there. If your payment was made through PayPal they log a copy of our MAC order number as part of the transaction.

(C) Please check the DPD tracking service

DPD will send tracking details the day before your delivery and a 1hr timed delivery slot on the morning of the delivery, usually before 11am. Their app and website will provide further information. 

Their website is a good place to track your order using the delivery address postcode and the consignment or parcel number detail in the tracking message sent to you.

(E) DPD have said my order is delivered but I don't have it

DPD take pictures and their delivery drivers are GPS tracked at the point of delivery. The DPD tracking services may help you locate where your order has been delivered. It may also help establish if your order has been delivered incorrectly.

(F) Contact Us

If you have not been able to resolve your problem please contact us quoting your MAC order number. We will do our best to help and quickly resolve the problem.

We will send out your order to be delivered on the day you selected for delivery when your order was placed. The delivery date is detailed in your email order confirmation.

We send our orders out with DPD. That is a tracked overnight service.

We will notify you the day before delivery that your order has been dispatched. 

DPD will also notify you when your order is on its way. 

On the day of delivery, DPD will send a message to the e-mail address and mobile number you entered when you checked out. This information will include a 1 hour timed delivery slot. This delivery slot can not be changed but you can give leave safe instructions with DPD.

DPD will deliver between 8.30am and 7.30pm. In exceptional circumstances they may deliver later than 7.30pm. 

We are able to deliver anywhere in the UK.

Delivery to the Highlands and Islands of Scotland, Northern Ireland, Channel Isles and Isles of Man takes longer and the delivery costs are more than the mainland charges. 

Almost all of our packaging is recyclable. Most of it is cardboard and paper. Our macaron box windows are made out of compostable film.

We use plastic trays to safely transport the macarons. The trays are made from 100% recycled Clear RPET and they can be put in your recycling bin. 

The air cushions we use to help pack the macarons and other cakes safely in their external boxes, are made from Low density film LDPE. Some councils accept this in their recycling bins some do not. If your council doesn't, this site is helpful in locating where local to you will.

The small label used to close our macaron boxes is not currently recyclable. 

Our macarons and other cakes require careful packaging to transport them safely. The dimensions of our smallest external box to transport our orders is 25cm long, 15cm wide and 10cm in depth. This will not fit through a standard UK letterbox. 

Unfortunately we don not offer the option to gift wrap your order.

We send out our macarons on an overnight delivery with DPD. That is a tracked service and you will receive a 1 hour timed delivery slot on the morning of delivery.

Please ensure someone is in to receive the macarons or indicate where the macarons can be safely left with DPD once they have notified your order is on its way

You will be able to tack your delivery through the DPD app or at their website here

You can specify a particular delivery date as part of the checkout process.

Our order cut-off time for deliveries the following day is 2pm. 

Yes you can include a gift message with any order. This will be printed on the dispatch note and there is no charge for this. We recommend you add your name to your message so your giftee knows who their tasty treats were sent by.

We also offer gift cards, there is an example here. If you add a gift card to your order any gift message entered will be printed inside.

We do not include your personal details or price information in with any of the orders we deliver. We recommend you add your name to your message so your giftee knows who their tasty treats were sent by.

We only include a dispatch note which includes what is ordered, the delivery address and any gift message.

You can pick the delivery day you would like during the checkout.

The delivery days available on our website are kept up to date on a daily basis. At busy times of the year, particularly Christmas, Easter, Valentines and Mothers' Day we may have to close some days for delivery, as we reach the maximum number of orders we can send out.

If you would like to deliver multiple items to different addresses, then each delivery address will require a separate order.

If you are a corporate customer who would like to arrange deliveries to a large number of a addresses, please get in contact. We can help arrange that and book the deliveries on for you.

You can select the delivery date you would like as part of the checkout on our website. 

We send all our orders out on an overnight service with DPD. You will receive a timed delivery slot on the morning of your delivery. If you are not going to be in you can set leave safe instructions with DPD via their app or website. You will be sent a link to do that from DPD.

Our order cut off time for delivery the following day is 2pm.

We don't send orders out on Saturdays and Sundays, so we are unable to deliver on Sundays or Mondays.

We are unable to deliver on Public and Bank Holidays.

We have a maximum number of orders we are able to send each day. During busy times of the year, for example Christmas, Mothers' Day, Valentines and Easter we may have to close some delivery slots. As such the delivery dates available at the checkout are all the ones we are able to offer at that time.

Subscription orders are sent each month for the duration of your subscription on the Wednesday following the 'anniversary' of your original delivery date.

Unfortunately we can only offer our subscription products to UK Mainland (excluding Scottish Highlands) addresses. If you would like to discuss any further options that we may be able to provide you, please contact our Hellesdon Bakery.