Refund and Delivery Policy
Terms of Sale
We will endeavour to process and despatch your order within 3-5 working days. Should a product not be available and if it is likely to be unavailable for longer than a week We will refund the value of that product and despatch the remainder of the order.
We use a third party courier to deliver items. The delivery times are typically from 7:00am to 6:00pm Monday to Friday. There are no Sunday or Bank Holiday deliveries.
Regrettably we cannot accept payment via American Express.
UK Delivery ONLY
Devoted Individuals Ltd service only delivers to addresses in the UK. Details of our delivery area and charging structure are set out below.
If you are not within the delivery area, but would like to place an order please email firstname.lastname@example.org Special charges may apply
We deliver to the UK mainland. This includes England, Wales, Scotland and Northern Ireland. Please note the following conditions that we must apply. Deliveries to places such as Scottish Highlands & Islands, Northern Ireland, Eire, Channel Islands, Isle of Man, Isles of Scilly and Isle of Wight will usually take two working days from despatch and will be subject to a surcharge.
Northern Ireland and Remote Areas
Sadly we, like many other UK companies, are subject to the charges applied by courier companies to deliver to postcodes deemed further afield by the courier. As a company however, we are very keen to support bakers throughout the UK and unlike some other companies we heavily subsidise this additional charge.
Naturally charges will depend on the size of an order and at time of purchase.
For Northern Ireland, Eire, and Scottish Highlands and Islands
Standard delivery charges apply with a delivery surcharge of £6. Delivery will take two working days following despatch from from our warehouse.
For Channel Islands and Isle of Man
Standard delivery charges apply with a delivery surcharge of £6. Delivery will take two working days following despatch from our warehouse.
Our standard delivery charge is £5.99 upto 30 kilos. There is an additional fee for deliveries to certain areas (see above for details). This reflects increased delivery costs that we are charged by the delivery company some of which we regrettably must pass on to our customers.
With the exceptions of Northern Ireland and remote areas we offer free delivery on orders over £30 up to a maximum weight of 30kg.
PLEASE NOTE: There is no free delivery to Northern Ireland and those areas designated more remote by the courier companies - see above for details.
We do not deliver to addresses outside the United Kingdom. If you would like to arrange a delivery to an address outside the UK, please contact the Devoted Individuals office directly. As an exception, We deliver to the Republic of Ireland; the Northern Ireland delivery charge applies (see above).
Orders placed in error
In the event that an order is placed to an address that we do not deliver to (see above for details), that order is invalid. Whether an order is invalid or not is entirely our decision. If your order is invalid, we will inform you by email sent to the customer email address and we will immediately refund the payment for that order.
We will offer a refund if any of the products are split open, or damaged, out of date or less than 2 months best before date unless specified at time of purchase. Please do not accept damaged boxes from any courier company as external damaged boxes are not covered. If any of our products are faulty or individual products are damaged we will give you a like for like product. We will not refund opened food products, but will offer a credit note or refunds as per the descreation of management. For any queries regarding refunds please contact us on email@example.com within 24 hours of delivery where applicable. In some cases we will ask for the product to be returned and we will organise its collection at a time to suit, please seal and secure all items in appropriate packaging, do not open any items and return in its original packaging. Do not dispose of any such product unless directed to do so by Customer Services or you may not be able to be refunded. We will send you a postage email that you will need to print and stick to the parcel that you are returning. Please send any photographic evidence which may be useful for us to quickly process your claim.
All refunds can take upto 14 days to be processed and will take a further 2/3 days for banking transfers.
If you wish to change or cancel an order before despatch please contact us as soon as you can on firstname.lastname@example.org
Please have the following details to hand:
- Customer name
- Order number
- Date of the order
Where possible we will try and prevent your order from being despatched but as orders are normally processed immediately we may have already packaged your order and sent it to you.
If this is the case then we cannot always stop the goods from arriving as ordered. In such cases, once you receive the order, you will have to return it to us within 10 days of delivery. If you wish to cancel and return the order within 10 days of delivery, we will refund the cost of the item & the cost of delivery but not the cost of returning the goods to us. We will only do this provided you have contacted us and informed us of your intent to do so and the goods have not been opened or damaged. Live yeast cannot be returned unless on chilled transport.