Shipping policy
Delivery Schedule & Shipping Policy
Order Processing
Once your order is placed, please allow 3–5 working days (Monday–Thursday) for processing and dispatch. Weekends are excluded.
Our standard order preparation and shipping timeframe is 3–5 working days, excluding weekends. However, during seasonal holidays and particularly busy periods such as Carnival, Easter, Christmas, Bank Holidays and New year this timeframe changes to 5–7 working days, excluding weekends. Longer wait times may also occur during exceptionally busy seasonal periods.
During particularly busy periods, processing may take longer than 5-7 working days, especially around seasonal periods.
We strongly recommend placing your order 1–2 weeks in advance especially for priority orders of seasonal events to avoid disappointment and delays. It is also important to understand that our delivery carrier has its own seasonal deadlines and cut-off times. We cannot simply rush an order out one or two days before a holiday and guarantee that it will arrive on time. Even when an order is sent using a service advertised as next-day delivery, the carrier is handling a significantly higher volume of parcels during Carnival and holiday periods. Road closures, traffic restrictions and increased delivery volumes can also affect delivery times.
We work closely with our courier partners to dispatch orders as quickly as possible. However, delays may occur during busy seasonal periods and are sometimes outside of our control.
Larger Volume orders for seasonal events should be placed as early as possible to allow sufficient time for processing and delivery.
Please be aware that we operate across multiple online platforms and also fulfil collection orders, so processing times may increase during exceptionally busy periods.
Seasonal Delivery Delays
Orders that have not been dispatched before a seasonal holiday period will be delivered after the holiday period has ended.
Our courier services may operate reduced schedules or close completely during periods such as Christmas and New Year, Easter holidays and Bank Holidays, resulting in additional delays.
We do not offer weekend deliveries. If your order is delayed due to a seasonal holiday period or courier closure, it will be delivered on the next available working day.
Who Collects My Order?
Once your order has been marked as “Dispatched,” our courier will collect it from us on the next working day for delivery to you.
Shipping Days & Cut-Off Times
We dispatch orders Monday–Thursday.
Please ensure that you are available to receive your delivery.
If you miss your delivery on a Friday, the courier may hold your parcel over the weekend, as deliveries are not normally made on weekends. For perishable products, this may affect the condition and shelf life of your order.
How We Package Your Order
Refrigerated and frozen products are carefully packaged in custom-made protective boxes, double-ply or single depending on the item. Products are also packaged with:
- A frozen foil food-chilling bag
- Frozen ice packs
- Protective packaging suitable for transportation
Our frozen ice packs are designed to provide cooling for up to 48 hours during transport. This helps maintain the appropriate temperature of your products while they are in transit.
Bakery Products
Bakery products such as cakes, rock cakes and other products that are suitable for room-temperature storage will be sent using standard delivery.
Standard delivery typically takes 1–3 working days.
Tracking Information
Once your order has been dispatched or is being processed, your tracking number may become available and will be provided by email. Your tracking information will also be updated against your order on the website where applicable.
The courier may also contact you by email and text message with delivery updates.
Please check your order status and email for your tracking information. Once tracking is available, you can use your tracking number to monitor your delivery and, where available, make adjustments to your delivery preferences directly with the courier.
Next Day Delivery
Please note that Next Day Delivery applies from the date your order is dispatched, not from the date your order is placed.
Once dispatched, your order is expected to arrive on the next working day, subject to the courier’s service and any unforeseen delays.
Next Day Delivery is intended to be a less-than-24-hour service once the order has been dispatched.
Please ensure that you are prepared to receive your delivery once you receive your dispatch notification.
What If I Miss My Delivery?
We are not responsible for missed deliveries where the customer is unavailable to receive or collect their order within the courier’s required timeframe.
I Missed My Delivery — What Should I Do?
If you miss your delivery, please contact the courier assigned to your order.
You can use your tracking number to access the courier’s website and, where available, arrange a redelivery, divert the parcel or provide alternative delivery instructions.
You may also receive options to manage your delivery through the courier’s email or text message.
If you know that you will not be available, please make the necessary arrangements with the courier as soon as possible.
What If I Miss My Delivery Multiple Times?
If you fail to receive or collect your order after multiple delivery attempts, the courier may return the order to us or dispose of it, particularly where the products are perishable.
No refund will be issued in these circumstances, as the order has already been prepared and dispatched specifically for you.
Will My Order Expire If I Miss My Delivery?
For refrigerated and frozen products sent using Next Day Delivery, our packaging includes frozen ice packs designed to maintain cooling for up to 48 hours, together with a freezer cooling bag.
Please be available to receive your delivery promptly.
Once received, please follow the storage instructions provided on the product label and place the product in the refrigerator or freezer as instructed.
We cannot guarantee the condition of perishable products where a delivery has been missed, delayed or not collected within the appropriate timeframe.
Delivery Day Coordination
Our aim is to have refrigerated and frozen products delivered before Saturday.
If you anticipate that you will not be available to receive your package, please use the courier’s tracking system to provide alternative delivery instructions or make any available arrangements for your delivery.
Special Orders
If you require your order for a specific date, please contact us in advance or leave a note in the comments section when placing your order.
We recommend ordering at least one week in advance for specific-date orders and earlier during seasonal periods.
During particularly busy periods, we recommend ordering more than two weeks in advance whenever possible to reduce the risk of delays or disappointment.
Please note that requesting a specific delivery date does not guarantee that the courier will deliver on that exact date.
Order Cancellation Policy
Cancellation Due to Unforeseen Circumstances
If unforeseen circumstances beyond our control require us to cancel your order, we will notify you as soon as possible and provide a full refund.
Customer Cancellations
If you wish to cancel your order, you must contact us within 24 hours of placing your order and before it has been processed for dispatch.
Once your order has entered processing, is ready for dispatch, has been assigned tracking or has been dispatched, cancellations may no longer be accepted.
If a cancellation is requested after tracking has been issued or the order has been dispatched, any applicable delivery, courier or processing fees may be deducted from the refund.
Once an order has been prepared specifically for you and dispatched, we are unable to guarantee that a cancellation or refund can be accommodated.
Important Information About Online Orders
Please note that online orders are handled separately from our bakery department.
For assistance with an online order, please contact us by email so that our online orders team can assist you.
Please ensure that you read our Delivery, Cancellation and Terms & Conditions policies before placing an order. By placing an order through our website, you confirm that you have read and accepted our applicable terms and conditions.
Seasonal Opening Hours & Updates
For the latest information regarding our opening hours, seasonal schedules and holiday arrangements, please check our social media pages:
@bestgoldencrust
@bestgoldencrustbakes
Please check these pages during seasonal periods for the most up-to-date information regarding opening hours and delivery arrangements.