Here you’ll find FAQs about our Delivery and Click & Collect services plus allergen information, how to contact us, our privacy policy and gender pay report. For anything else please contact us on


We’ve re-opened and are baking in many of our neighbourhoods for takeaway, click & collect and home delivery. We’ve changed the way we work and completed risk assessments to ensure both our teams and customers are kept safe. We’re washing our hands and contact surfaces more frequently and checking daily that our teams, and their families, are fit and well.

We’re inviting only a few customers into our bakeries at a time. We’re cashless, and we ask that you respect social distancing and if you feel unwell that you please pop back in when you feel well again; please follow the floor markings to ensure social distancing while visiting us. We’ve sign-posted waiting areas outside of our bakeries for takeaway; if you’re collecting a click & collect order please let us know with a special wave and look out for our black click & collect pick up points.

We are happy to be open and baking once again, please bear with us while we work to serve you as quickly as we can.

Why are your teams not wearing face masks?

We are listening closely to our own and external food safety experts, specifically the World Health Organisation, the UK government and NHS guidelines. From these experts, we understand that face masks are not an effective way of managing risk and we should be following recommended food safety, social distancing and hand-washing practice. We are meeting with the EHO weekly for best practice and legal guidelines, and they are happy that the measures we’re taking to keep us all safe are of the highest standards.


What is online ordering?

We offer a pre-order service for our corporate and residential customers via our website. Orders can be made for collection or delivery and you can choose a date and time up to a month in advance.

Do all your bakeries offer this service?

The menu found in all our bakeries can be ordered online and collected from any of our bakeries. We have also developed a catering menu that is offered by a select number of bakeries but with wide delivery areas. You will be presented with the relevant delivery and collection options at checkout.

Which bakeries offer the catering menu?

Seymour Place, Exmouth Market, Neo Bankside, Chiswick, Putney, Islington, Hove and Jericho.

When do I need to place my order by?

Orders for Tuesday to Friday need to be placed by 12pm the day before delivery. Orders for Saturday and Sunday need to be placed by 12pm on Friday. Orders for Monday need to be placed by 5pm on Friday.

Can I cancel or amend my order?

Yes. You can cancel or amend orders right up to the cut-off time. If you have any problems, please contact us on 020 7625 0060.

What times can I collect or receive a delivery?

We deliver seven days a week. Our time slots are every 30 minutes between 7.30am and 9am and then hourly until 5pm. To ensure we deliver on time, our weekend delivery slots are one hour long.

Is there a minimum order value?

The minimum order for delivery is £30. There is no minimum for collection.

Do you deliver to my area?

We deliver across London, Brighton and Hove, Oxford, and most other postcodes where we have a bakery. If your postcode is not in our delivery area please get in touch with us and we will see if we can help.

Is there a delivery charge?

We charge a £10 delivery fee for all orders below £200. Delivery is free on orders over £200.

How can I contact you?

Our office hours are Monday to Friday 8am to 6pm. We can be reached by phone at 020 7625 0060 or by email at If you need to speak to us about an issue with a delivery at the weekend, please call the bakery your food is coming from. You can find contact information for all of our bakeries here.

What if my order is late or has missing items?

If something is likely to delay your order we’ll always endeavour to try and call to warn you. If you have not heard from us and your delivery is late, please contact us at or 020 7625 0060. If it concerns a weekend delivery please get in touch with the bakery your food is coming from and they will be able to help.

Can I pay by card?

Our website accepts all credit and debit cards, including American Express.

Can I pay on account?

If you are looking to place orders regularly we are happy to look into setting up an account for you. Please send us your request via email at We will conduct a credit check before offering you a credit account.

Can I order over the phone or via email?

All orders must be placed online at If you have any problems please contact us via phone or email.

Can I send my delivery to a different address?

You can add as many addresses as you want. If you are having difficulties setting up a new address, please get in touch.

Can I make adjustments to the set boxes?

It is not possible to make adjustments to the set boxes. These have all been designed to make ordering easy and include a built-in discount.

Are there any menu restrictions?

There are a few menu items that are only available for delivery from 10am. All other products are available all day.

Do you cater for dietary requirements?

All our products listed on the website have allergen and nutritional information so you can make an informed decision. You can filter our products to only view vegetarian and vegan options. Please note that due to the risk of cross-contamination, we are not able to guarantee our products are free of the following products: nuts, milk, eggs, wheat, soya, gluten, sesame, celery, fish, sulphites and mustard. We do not use the following products in any of our facilities: lupin, peanuts, molluscs and crustaceans.

Can I order hot food and drinks?

Our takeaway food is not served hot. At the moment we are not able to deliver hot drinks because we do not have a solution to ensure the quality is up to our high standards.

Does your food come with cutlery, plates and napkins?

Our system allows you to order cutlery and napkins with your food free of charge. We cannot provide plates unfortunately.



We make all of our food fresh, by hand, in our kitchens. Please be aware that all food may contain traces of allergens.

We do our best to ensure that our seasonal menu is prepared for you exactly as ordered, but sometimes we may need to offer a substitution.

When selecting delivery time slots, please allow plenty of time for your order as we are at the mercy of London or urban traffic which can be unpredictable.

If you wish to make any changes or add special instructions for our bakery or couriers, you can do so up until 12pm the day before by logging into your account or calling us on 020 7625 0060.

Please read our terms and conditions carefully before ordering any products from our site. By accessing our site and placing an order you have agreed to be bound by these terms and conditions and our terms of use policy.


If you have any questions relating to these terms and conditions please contact before you place an order. If you do not accept these terms and conditions please exit our site.



Thank you for ordering from GAIL’s, we are delighted to bake for your order.

All of our food is freshly made to order.  We understand that you may need to cancel your order and we are happy to do so with no charge by 12pm two days before your collection or delivery date. Unfortunately, we are not able to refund orders cancelled after this time. Please note that this cancellation policy is valid for Click & Collect and delivery orders placed with us on our website ( or through a catering partner.

Thank you for your understanding.