Shipping & Delivery

At Paul’s Bakers, we strive to ensure timely and efficient delivery of our products. This Shipping Policy outlines the delivery options, timeframes, and conditions applicable to your orders.

1. Delivery Options

We offer two types of delivery services:

1.1. Hand Delivery

  • We provide hand delivery within a 5-mile radius of our production unit located at Kool Cakes, 9, Central Parade, New Heston Rd, Heston, Hounslow TW5 0LQ.

  • Orders are expected to arrive within the specified timeframe; however, delays of up to 4 hours may occur due to traffic or high-demand conditions.

  • No refunds will be issued for delays caused by external factors beyond our control.

1.2. Postal Deliveries

  • We offer postal delivery through third-party courier partners.

  • Customers are advised to place orders 1-2 days in advance, as our cakes remain fresh for 5-7 days.

  • No refunds will be issued for delivery delays of up to 24 hours.

  • If the cake arrives after the occasion for which it was ordered, we will issue a full refund.

2. Delivery Terms

  • Delivery is available within the UK only.

  • Estimated delivery times are provided at checkout but may vary due to unforeseen circumstances.

  • Customers must ensure the delivery address is correct at the time of ordering. We are not responsible for delays caused by incorrect or incomplete addresses.

  • Once dispatched, risk and responsibility for the order transfer to the customer.

  • If the recipient is unavailable, our courier may leave the package in a safe place or attempt redelivery.

3. Non-Delivery or Damaged Items

  • If an order is lost in transit, please contact us immediately for assistance.

  • If you receive a damaged or incorrect item, contact us within 24 hours of delivery with photographic evidence.

  • Refunds or replacements will be issued at our discretion for valid claims.

4. Changes & Cancellations

  • Orders can be modified or cancelled before dispatch. Once dispatched, changes cannot be made.

  • Cancellations for hand-delivered orders must be made at least 48 hours in advance.

  • Cancellations for postal-delivered orders must be made at least 72 hours in advance.

  • Refunds for cancellations are subject to our Returns & Refunds Policy.

5. Contact Us

For any queries regarding your delivery, please contact us at sales@paulsbakers.com or Profile West Suite D Second Floor, 950 Great West Road, Brentford, United Kingdom, TW8 9ES.