My order has not arrived / is delayed

We use DPD to deliver our orders. We believe they are the most reliable courier and we like their system of 1hr timed delivery slots.

We have used all the major UK couriers and have found DPD to be the most reliable. 98.5% of our orders arrive on time. 

However sometimes things go wrong. 

Our macarons, brownies and bars cope well with up to a 48hr delay in transit. 

Much of what we bake, we recommend it should be stored refrigerated. This is to prolong its quality. However, packed and sealed in the boxes we dispatch orders our products maintain their quality. If you order doesn't arrive on the delivery date you selected then the quality will not immediately change. Particularly during cooler months, our products tolerate a 24/48hr well. We have also tested our products as safe with this sort of delay. 

If your order has not arrived.

(A) Please double check the delivery date and address in the order confirmation are correct.

These details will be in the e-mail you received from us when the order was placed. The details in the order confirmation reflect the details entered when the order was created. Our website automatically books on address and delivery date details as they were entered. 

If there is a problem with the details entered when the order was made, please contact us quoting your MAC order number and we will do our best to help resolve the problem.

(B) I can't find my order confirmation e-mail 

If you can't find your order confirmation details then please check your e-mail junk folder.

If your order details are still not obvious, please double check you have placed a completed order and a payment has been made. If you have a website account with us then your order details will be there. If your payment was made through PayPal they log a copy of our MAC order number as part of the transaction.

(C) Please check the DPD tracking service

DPD will send tracking details the day before your delivery and a 1hr timed delivery slot on the morning of the delivery, usually before 11am. Their app and website will provide further information. 

Their website is a good place to track your order using the delivery address postcode and the consignment or parcel number detail in the tracking message sent to you.

(E) DPD have said my order is delivered but I don't have it

DPD take pictures and their delivery drivers are GPS tracked at the point of delivery. The DPD tracking services may help you locate where your order has been delivered. It may also help establish if your order has been delivered incorrectly.

(F) Contact Us

If you have not been able to resolve your problem please contact us quoting your MAC order number. We will do our best to help and quickly resolve the problem.