FAQ

Frequently Asked Questions

Our current lead time is around 2-5 working days. The team at the mill often achieve same day dispatch.

When your order has been accepted and paid for, you will receive an email confirming your order. When your order has been dispatched you will receive a further email from DPD advising of your delivery day.

Under normal circumstances we would take orders on the phone, however due to having limited staff in the office at times we ask that you email us  your order and we will contact you to arrange payment.

PayPal is our merchant and regardless of the selected payment method your payment will be processed by PayPal. You do not need to have a PayPal account.

If your order hasn’t been processed and dispatched then we can issue a refund. Please email us clearly stating your order number, name and stating you wish to cancel. If your order has already been dispatched, then unfortunately we are not able to cancel and issue a refund.

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

The service we use with DPD is DPD local and your order will be delivered next day once it has been dispatched from our warehouse, please do allow 2-5 working days for your order to be dispatched.

You can check your order out as a guest but having an account will save your order history and address details for a faster checkout process in the future.

We do not include paperwork in the box.

Please make a note in the order notes and one of our friendly staff will hand write this for you and will include it in the box.

Our boxes are designed to carry 5 or 10 x 1.5kg bags. This ensures the bags fit snugly in the box and are at less risk of damage.

The Baking Club is separate to having an account for ordering. Please set up an account for ordering if you wish to track your orders etc.

If you have a discount code but cannot make it work, please check the following:

  •   You have added items(s) to the basket before trying the code
  •   Sometimes the code has restrictions such as one use per customer and an expiry date, these will be sent with the code
  •   If it still doesn’t work, please place your order as normal and e-mail us with your order number – we can then refund you retrospectively

What is the Delivery cost?

Our shipping costs are calculated by weight, but the minimum charge is £5.69 + VAT for up to 15kg, which will cover you for two 5x1.5kg packs.

Weight From (kgs)

Weight To (kgs)

Price

0

15

£    5.69

15.1

18

£    6.49

18.1

21

£    7.53

21.1

25.2

£    8.45

25.3

28.6

£  11.28

28.7

32

£  12.34

32.1

35.4

£  13.40

35.5

38.8

£  14.45

38.9

42.2

£  15.51

42.3

45.6

£  16.56

45.7

49

£  16.56

49.1

52.4

£  18.67

 

If you are ordering more than 52.4kgs please do contact us and we will be able to quote you over the phone.

We deliver to the UK mainland, including England, Wales & Scotland. Deliveries to the Scottish Highlands & Islands, 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.

We use the courier DPD, and your order 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 email the team on sales@fwpmatthews.co.uk and we will get back to you with a personalised quote and the details required in order for us to dispatch your order. Please be aware the consignee may be liable for the VAT on customs charges, the carrier will contact you directly about this before realising your order for delivery. We have been advised that DPD no longer delivers to Ireland, so your order will be sent with APC.

Please email the team on sales@fwpmatthews.co.uk and we will get back to you with a personalised quote. Please be aware DPD do not deliver to the Channel Islands, so we use APC.

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

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.

Due to the latest Government advice (4th January 2021) we advise that our collection is used by local customers only. Please also wear a face covering when collecting.

Please place your order through our website as normal, at the basket review you will need to enter your postcode – you will then be given two options DPD Local Delivery or Collect at the Mill. Please select the Collect at the Mill option. You will then be contacted when your order is ready to collect, approx. 5 working days. Please collect your order from the green tent at the bottom of the drive, press the bell on the table and one of our friendly members of staff will pop out and assist.

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

Yes, all of our packaging is recyclable.

Due to the unprecedented demand on flour in early 2020, there has been increased lead times from bag suppliers – in order to get flour to customers as quickly as possible we have had to move to plain bags with a label on whilst we wait for our normal bags to arrive. Rest assured, the label is recyclable too.

By email (sales@fwpmatthews.co.uk). 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.

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

We currently don’t supply, but please do keep an eye on our website & social media channels as we will launch all new products on there including yeast when it becomes available.

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