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FAQ

Frequently Asked Questions

We are currently running reduced opening hours on our website to ensure we fulfil all our current orders. The best place to see updates is on our Facebook, Instagram and sign up to the baking club. Once we are caught up we will return to extended opening times. 

Orders are currently being dispatched from the mill within 14 - 21 working days of placing your order. As we move forward and catch up with the backlog this lead time will decrease. We ask that all customers be considerate when ordering as large orders slow our fulfilment down during this time. If you have a PayPal email confirmation and/or an email from us then we have your order and will be processing it.

We request that customers email us on sales@fwpmatthews.co.uk. Please refrain from calling as we need to keep the limited lines open for our baking community to place their commercial orders.

If you have paid by PayPal and have a receipt then yes, it is in the system. We will process and dispatch your order as fast as we can. Once dispatched you will receive a text message from DPD advising of a delivery date.

On the website there is an option to collect your order. We process orders in the date order they are received. You will be contacted to advise of a collection date and time, and instructions for collection. Please allow up to 14 - 21 days at present due to high demand.

Under normal circumstances we would accommodate phone or email orders from our customers, however at present we can’t. Sheer volume dictates that all domestic orders must be placed via our online shop.

Yes you can however we ask that all customers read the FAQ page first. We endeavour to answer 90% of queries on this page.

If you feel you would like to cancel your order please email sales@fwpmatthews.co.uk. Clearly state your order number in the email header. If the order has not already been dispatched we can cancel it.

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

We are working on expanding our deliveries to other areas and countries in the near future.

It’s weight based shipping, but the minimum charge is £8.03 for 7.5kg and £8.39 for 16kg both include VAT.

Normally we would accommodate this but sadly at this time we cannot change or add items.

We deliver using DPD. They may send you a notification if you have provided your mobile number.

Please leave instructions when placing your order about where you would like your parcel to be left.

Email sales@fwpmatthews.co.uk and arrange a cancellation if necessary, or provide an alternative address for your delivery.

Please take a photo of the damage and email sales@fwpmatthews.co.uk. We will sort out any issues you have.

Yes we now accept PayPal and major credit cards including Visa, Mastercard and AMEX.

We are currently unable to source any, however please keep an eye out for updates on our website and Facebook change as we will update these should the situation change.

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