Shipping & Delivery Policy

We bake and dispatch our brownies in weekly drops, with deliveries taking place on Thursdays.

This policy explains our delivery schedule, order deadlines, delivery options and what happens if there is a problem with your delivery.

Thursday Delivery

When you order online, the delivery date you select is the date you would like your brownies to arrive.

We normally bake on Tuesday and Wednesday, pack orders on Wednesday and hand them to DPD on Wednesday for delivery on Thursday.

We currently offer:

• Standard Thursday Delivery – using an appropriate DPD next-day service
• Thursday Delivery by 10:30am – using a DPD timed delivery service, where available

The delivery options available for your order, together with the applicable delivery charge, will be shown at checkout before you pay.

Delivery charges may vary depending on the size and weight of your order and the delivery service selected.

Once your parcel has entered the DPD network, DPD will normally provide tracking information by email and/or SMS.

Our Weekly Order Deadline

Orders for each Thursday delivery normally close at:

12 noon on the Monday of that week.

For example:

• Order before 12 noon on Monday → that Thursday may be available for delivery.
• Order after 12 noon on Monday → the following available Thursday will normally be the next delivery option.

Only eligible Thursday delivery dates will be displayed at checkout.

Because we operate a small-batch weekly production model, we have a limited capacity for each delivery date. A particular Thursday may therefore become unavailable before the normal Monday deadline if we reach our production capacity for that week.

Once the weekly order deadline has passed, orders for that Thursday have been committed to our production schedule.

Standard Thursday Delivery

Our standard Thursday delivery uses an appropriate DPD next-day service.

The specific DPD service or parcel format used to fulfil your order may vary depending on the size and weight of the order.

This does not affect the delivery option you have selected or the delivery charge shown to you at checkout.

DPD will normally provide an estimated delivery window once your parcel is on its way.

This delivery window is provided by DPD and is an estimate rather than a guaranteed delivery time.

If you need your brownies to arrive earlier in the day, please choose our Thursday Delivery by 10:30am option at checkout where available.

Thursday Delivery by 10:30am

For customers who need their brownies earlier in the day, we offer a DPD delivery by 10:30am service where available.

This can be particularly useful for offices, meetings, events and gifts where timing is important.

Availability depends on the delivery postcode and will be confirmed at checkout.

If you have paid for delivery by 10:30am and your parcel has not arrived by 10:30am on the scheduled Thursday, please contact us at sales@bramberbakehouse.co.uk so that we can investigate with DPD.

Delivery Charges

Delivery charges are calculated according to the size and weight of your order and the delivery service selected.

The delivery charge applicable to your order will be clearly displayed at checkout before you complete your purchase.

We may change our delivery charges from time to time. Any changes will apply to future orders and will not affect an order that has already been accepted.

Delivery Areas

We currently deliver to most eligible addresses in England, Wales and Scotland where our Wednesday-dispatch, Thursday-delivery service is available.

Our standard online Thursday delivery service is not currently available to:

• the Scottish Highlands;
• the Scottish Islands;
• Northern Ireland;
• the Isle of Wight;
• the Channel Islands;
• the Isle of Man;
• the Scilly Isles;
• the Republic of Ireland; or
• international addresses.

Delivery eligibility is determined by postcode at checkout.

If your postcode is outside our current delivery area, you will not be able to select delivery through our online shop.

We may change or expand our delivery areas in future.

Tracking Your Order

Once your brownies have been packed and dispatched, DPD will normally provide tracking information using the email address and/or mobile telephone number supplied with your order.

DPD’s tracking service may provide:

• an estimated delivery window;
• progress updates; and
• options to manage your delivery.

Please make sure that the email address, telephone number and delivery address you provide when ordering are correct.

Delivery Addresses

Please check your delivery address carefully before completing your order, particularly where brownies are being sent directly to somebody else as a gift.

If you notice an error after placing your order, please contact:

sales@bramberbakehouse.co.uk

as soon as possible and include your order number.

We will always try to help, but once your order has been packed or dispatched we cannot guarantee that the delivery address can be changed.

If an incorrect or incomplete address supplied by the customer results in a parcel being returned, delayed or requiring redelivery, we may ask you to cover reasonable additional delivery costs before an order is resent.

If Nobody Is Available

DPD may offer alternative delivery options through its tracking service.

Depending on the service and delivery postcode, these may include:

• delivery to a neighbour;
• rearranging delivery; or
• another available delivery-management option.

Please use your DPD tracking information to manage your delivery where necessary.

Because our brownies are fresh food products, we recommend arranging for somebody to receive the parcel on the scheduled Thursday wherever possible.

If you choose an alternative delivery option or nominated safe place through DPD, please make sure that it is suitable for receiving a food parcel.

Delayed, Missing or Damaged Deliveries

Although most deliveries arrive as planned, occasionally a parcel may be delayed, lost or damaged while in transit.

If there is a problem with your delivery, please contact Bramber Bakehouse rather than trying to resolve the matter solely with DPD.

Please email sales@bramberbakehouse.co.uk and include:

• your order number;
• a brief description of the problem; and
• photographs of the parcel, packaging and brownies where anything has arrived damaged.

We will investigate the issue with DPD and work with you to provide an appropriate solution.

Depending on the circumstances and your statutory rights, this may include a replacement, refund, partial refund or another appropriate remedy.

Using DPD as our delivery partner does not affect your statutory consumer rights.

Delivery Delays Outside Our Control

Occasionally, delivery may be affected by circumstances outside our reasonable control, including:

• severe weather;
• transport disruption;
• courier network disruption;
• national or local emergencies; or
• other exceptional circumstances.

If we become aware that an issue is likely to affect an order you have already placed, we will contact you as soon as reasonably possible.

Where an order cannot be delivered as planned, we will work with you to find an appropriate solution.

Bank Holidays and Changes to Our Normal Schedule

Our usual delivery day is Thursday.

Where a Thursday delivery date is affected by a bank holiday, courier closure or another circumstance that prevents us from operating our normal schedule, that delivery date may be removed from the website.

Where we are able to offer an alternative delivery arrangement, this will be clearly shown at checkout or communicated to affected customers.

If something unexpected affects an order that has already been placed, we will contact you as soon as reasonably possible.

Large, Corporate and Bespoke Orders

Our standard online checkout is intended for our normal retail brownie orders.

If you require a larger quantity, a bespoke order or brownies for an event or corporate occasion, please contact us.

Different production, delivery or collection arrangements may apply to these orders and will be agreed with you separately.

Please contact:

sales@bramberbakehouse.co.uk

Freshness

Our brownies are freshly baked for each weekly delivery and are best enjoyed within 7 days of delivery.

Please follow the storage information supplied with your order.

We recommend storing your brownies appropriately once they have been delivered to help maintain their quality and freshness.

Cancelling or Changing an Order

If you need to cancel or change your order, please contact us before:

12 noon on the Monday of the week of your selected Thursday delivery.

Please email sales@bramberbakehouse.co.uk and include your order number.

Once the weekly order deadline has passed, your brownies have been committed to our production schedule and we cannot normally accept change-of-mind cancellations or amendments.

For full information about cancellations, refunds and problems with an order, please see our Refunds, Cancellations & Complaints Policy.

Questions?

If you have a question about your order or delivery, please contact:

Bramber Bakehouse
Kings Centre
Unit 27
Edison Road
Eastbourne
East Sussex
BN23 6PT

Email: sales@bramberbakehouse.co.uk
Telephone: 0333 344 7532

We’ll be happy to help.

This Shipping & Delivery Policy should be read alongside our Terms & Conditions of Sale, Refunds, Cancellations & Complaints Policy and Privacy Policy.