To help answer your questions
We commonly get asked the questions on this page. So we thought we would put them here so you don’t have to wait for an answer. If the answer is not here, then please get in touch, and we will reply to you as soon as possible.
COVID-19 policy: We are still operating the online business. We will only be despatching on Tuesdays and Thursdays to reduce the number of times we leave the premises. We are home based and so we have access to all of our stock that is held separately from the house. This updates, until further notice, our standard terms and conditions. We will not be baking, selling coffee or making fudge until further notice. We will also not be open for coffee and cakes until further notice. If you are local, and want to collect, please get in touch and we can arrange contactless collection from Rockfield. We are restricting the number of some items that are being panic bought so there is enough for everyone. Some of our suppliers are still operating and so we will keep as stocked as we can. Thank you for your understanding, stay safe, Best wishes, Jane & Lee x
COMMON QUESTIONS ABOUT SHIPPING
when will you ship my order?
Our main aim is to get your order to you as soon as possible so that you can start enjoying it.
We will ship orders that we receive from you between Monday 9.00 am to Friday midday within 24-48 hours if the product is in stock. You will see a stock level shown in green above the quantity you wish you add to your basket on the product page (cakes are treated differently, please see the section on cakes on this page).
elivery is free. We deliver via second class royal mail. Allowance times for making of your chosen gift will be on the product page.
can I collect my order?
Yes you can! if you live close enough to collect we would be delighted for you to come and pick up from us.
Just select the collection option when you check out and we will be touch as soon as we can (usually within 48 hours) to arrange this with you.
Please do not come down to us until we have arranged a collection to avoid a wasted visit
what methods of delivery do you use?
We use the post office for all orders.
We usually use first class post so that you do not need to be home for a signature.
If we do use a tracked service, we try to use the service that also does not need a signature. We tend to use tracked services for higher value orders. If your delivery is tracked you will receive a tracking number. If you do not receive a tracking number then your order is coming to you via first class post.
do you ship internationally?
We can deliver internationally but this option is not yet available on the website. We will be delighted to help so please get in touch and we can make arrangements with you, please contact us. Contact details are next to this question!
HOW DO I RETURN ITEMS?
what is your returns policy?
If you’re looking to return or exchange your order for whatever reason, we’re here to help!
You can return your product for a store credit, a different product, or a refund to the original payment method within 14 days of receiving your order. We will refund the original cost of the products but cannot refund the cost of shipping of the original product to you.
Please note that we cannot make refunds for the following products:
- Candles that have been lit
- Reed diffusers where the seal has been broken
- Customised products
- Any food item
To be eligible to return your order pleasure ensure that:
- Returned items have the original tags still on and must be returned in original packaging
- Returned items must have no visible signs of wear or use
This does not effect your statutory rights.
how do I return an item?
We are unable to refund items that have your own personalisation.
For everything else : to initiate a return or exchange, please complete the following steps:
Please package the product up carefully in its original packaging and take back to the post office and send back to us via signed for service. We are unable to refund you the cost of postage for return.
As soon as we receive the package, we will be in touch, so please make sure you put in the box your name, your address and your email address.
how will I receive my refund
We will refund you via PayPal once the item has been received by us in its original condition, undamaged and unused subject to exclusions stated above.
WHAT IF SOMETHING IS WRONG WITH MY ORDER?
something is damaged
If you receive your order and it has been damaged please inform us on receipt of your order sending us photographs with a date proof attached to evidence this. We will then arrange for a replacement item to be sent to you free of charge. Damages must be reported 48 hours after receipt of product.
I have not received my order
If your order is lost and has not reached you within a reasonable timeframe following notification of despatch by us (please allow extra time at Christmas an other holidays for deliveries to reach you) please notify us and we will investigate this for you. We will be in touch but normally we would expect to send you a replacement free of charge.
HOW CAN I PAY FOR MY ORDER?
We use paypal for all payments on the website. You do not need to have an account with paypal to pay for your order, you can checkout as a guest.
We are not able to take payment over the phone at the moment, but we can arrange to send you an invoice that you can pay online if you prefer. We won’t be able to despatch your order until payment has cleared.
Not found the answer to your question? contact us now
If you would like us to add a question and answer, then please let us know, we want this page to be as helpful as possible.
If you prefer to send us an email, its firstname.lastname@example.org
or ring us on 01862 871 783
ALL ABOUT CAKES – we are not currently making cakes
what sort of cakes do you make?
At the moment you can only order carrot cakes online. Due to refurbishment works we are unable of offer the full range we would like. We will be working towards offering a wider range as soon as we can.
We can only supply cakes if you are local to us here in Rockfield, near Portmahomack for collection. We can deliver to your home/work if you are within about a 10 mile radius. Please get in touch with us before ordering if you want a delivery.
how much notice do I need to give?
All our cakes are handmade, to order, with fresh ingredients. We need a minimum of 3 working days notice to make a cake. If you need your cake more quickly please get in touch before ordering and we can tell you if this is possible.
WHAT ABOUT THE ENVIRONMENT?
how are you protecting the environment?
We are taking a journey with reducing our carbon footprint. We are far from where we would like to be. What we have in place currently is only working with ethical suppliers for our eco-friendly products. These suppliers are either at zero plastic already or working towards that. Some are carbon neutral. All of our products are carefully vetted by us to be as sustainable and plastic free. We do our best to use sustainable or recyled packaging. We recycle delivery boxes, or you might get one instead of using a new box. If we are sourcing products from abroad we do our best to make sure those making them are paid a fair wage. We buy as much as we can locally to support local artisans and suppliers. We are looking at which charity we can support that is applicable to the area we live and work in. We know there is much more we can do and we are working on that.