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FAQ

Frequently Asked Questions

Our online shop is now open 24/7

Our current lead time is around 7-10 days, sometimes less!

By e-mail please (sales@fwpmatthews.co.uk), at times we have limited staff in the office and we need to keep the limited lines open for our baking community to place their commercial orders

When you receive a notification from PayPal, then yes we have received your order. Orders are being dispatched as fast as we can, and you will receive a notification from DPD advising of a delivery date

Yes, you can! Please allow approx.. 5 workings days for collection. We will contact you when your order is ready and due to space restriction we ask you collect within 2 workings days of being notified.

Under normal circumstances we would be able to take phone orders, however due to having limited staff in the office at times we ask that your e-mail us (sales@fwpmatthews.co.uk) your order and we will contact you to arrange payment.

Under normal circumstances we would be able to take phone orders, however due to having limited staff in the office at times we ask that your e-mail us (sales@fwpmatthews.co.uk) your order and we will contact you to arrange payment.

Yes, please e-mail sales@fwpmatthews.co.uk. However, please do check our FAQ page first, as we endeavour to answer 90% of all queries on here

By all means yes. Please e-mail us (sales@fwpmatthews), clearly stating your order number, name and stating you wish to cancel. If you order has already been dispatched, then unfortunately we are not able to cancel

Under normal circumstances we would exchange these for you, however due to Covid-19 we are not able to accept returns. Please keep with our compliments and if you are unable to use please donate to a local charity or food bank.

We deliver to the UK mainland, including England, Wales, Scotland & Northern Ireland. Deliveries to the Scottish Highlands & Islands, Southern Ireland, Channel Islands, Isle of Man, Isles of Scilly and Isle of Wight will take a few extra working days and will be subject to a surcharge.

It’s weight based shipping, but the minimum charge is £8.0. for 7.5kg and £8.39 for 16kg. Both of these include VAT

Under normal circumstances yes, but due to the high volume of orders we are not able to accept any amendments

We use the courier DPD, and will arrive in our own branded boxes. If you have provided us with a mobile number, they may update you with a delivery time via text message

Please leave clear instructions on your delivery door for the driver, about where you like the parcel left.

Please take a photo and e-mail sales@fwpmatthews.co.uk. We will then sort out any issues you have

We are currently unable to source any, but please do keep an eye on our website & social media channels; s these will be updated when the situation changes.

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