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Frequently Asked Questions


  • How do I place an order?

Place items from the online store in your shopping basket. When you have finished shopping, click on “view your basket or checkout” in the beige box in the top right hand corner of the webpage. Follow the instructions to enter your delivery address and billing address, to choose delivery options and to checkout. When you order has been placed you will receive a confirmation email.

  • What if I want to buy more of one item than the website currently allows?

Our apologies, but many of our products are available in limited quantities are they are handmade in small batches. If you would like to get in touch about a larger order, please email us at

  • How do I see what is in my shopping bag?

Please click on “view my basket” under the Shopping Basket in the top right hand corner of the website.

  • What forms of payment does the website accept?

We accept debit cards, and all credit cards except American Express. Alternatively you can pay through PayPal.

  • Can I order a gift certificate?

Yes, you can order a gift certificate for any denomination above £10, or for a tour or a bakery course. Click on “Tours and Courses”

  • Will I be charged tax?

Prices include VAT at 20% where applicable; in the case of the items on the website this applies to chocolate only.

  • How can I place an order by phone?

You can place an order by phone by calling 01473 356445.

  • How can I cancel my order?

Orders can be cancelled up to four days before they are due to be delivered by emailing us. If you have any questions or need help with this please call us on 01473 356445.


  • Can I send parts of my order to different addresses?

Unfortunately we are unable to offer this option at present. If you would like to ship to two different addresses please make two separate orders.

  • Can I send my order using multiple delivery methods?

Unfortunately we are unable to offer this at present. We will ship all of your order on the day of your choice using the delivery method you select. If you would like to use multiple delivery methods please place separate orders.

  • When will my order be sent?

You can see the dates that items can be sent when you click on “delivery” under the product description on the product page. Please note we do need three days lead time to produce bread, so you will be offered a choice of the next available dates when you check out. Please select a dispatch date on the Delivery Options page during checkout.

  • Do you ship internationally?

No, unfortunately not at present. Due to the perishable nature of our goods we only ship bread via courier. If you would like to speak to us about an international chocolate delivery, please contact us on

  • What if I want to send to a Royal Mail Box?

Items sent by courier (including all bread and pastries) must be signed for and therefore cannot be sent to a Royal Mail Box. Small orders of less than 5 bars of chocolate are sent by Royal Mail small parcel service and will be able to be sent to a mailbox.

  • What if I need my order tomorrow?

We are unable to take orders for next day delivery for bread or pastries, due to the lead time involved in making them. Chocolate orders placed before noon should arrive next day if the courier option is chosen.

  • How do I track my order?

We do not currently offer an order tracking service. If you are concerned about the status of your order please do not hesitate to contact us on 01394 459829.

  • Can I choose the carrier for my delivery?

We deliver small parcels by Royal Mail and larger parcels by APC Courier service. If there is an option, depending on the items in your basket, you will be given the choice during checkout.

  • Can I send chocolate, bread or pastries as a gift?

Yes, you can send any combination of items as a gift. Just put the recipient’s address down as the delivery address and check the “Buying a Gift?” box on the delivery options page.

Please note if you are sending a couriered item as a gift please let the recipient know they will need to be at the delivery address to sign for the delivery.

  • If I send a delivery as a gift, will they see the price?

No, if you choose to send your delivery as a gift we will leave the receipt out of the delivery box. You will be able to use

  • Can I include a note if I am sending a gift?

Yes, please tick the “Buying a gift?” box and leave your note in the space provided. We will handwrite it on a Pump Street Bakery postcard and include it with the order.


  • Can I cancel my order?

You may cancel your order for some or all of the products you have ordered at any time up to 4 clear days before the date the products are due for dispatch to you. Please send us an email or call 01473 356445 to cancel your order.

  • What if I am not happy with my order?

If at any time you are not happy with the service or the products you have received please let us know immediately and we will do our best to put it right. Please note we cannot accept returns of perishable or edible goods. For more information, please read our terms and conditions.