Order FAQs

ORDERING FAQs

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, 7 days a week, and you can choose a date and time slot up to a month in advance.

Can I order over the phone or via email?

All orders must be placed online at www.gailsbread.co.uk.

Do you offer Click & Collect in my local bakery?

Yes. Click & Collect is available in all of our bakeries.

Does my local bakery deliver?

We deliver across most of London from select bakeries. Please use our postcode checker to check if we deliver to your area.

Do you deliver outside London?

Not at the moment. We are working hard to offer delivery in other areas close to our bakeries so watch this space.

Is there a delivery charge?

We charge a £7 delivery fee on all orders under £200. For orders over £200, we offer free delivery.

Is there a minimum order value?

The minimum order for delivery is £20. There is no minimum for collection.

When do I need to place my order by?

Orders need to be placed by midday, two days before delivery/collection.

To place an order for:

Monday – please order by Friday 5pm

Tuesday – please order by Sunday 12pm

Wednesday – please order by Monday 12pm

Thursday – please order by Tuesday 12pm

Friday – please order by Wednesday 12pm

Saturday – please order by Thursday 12pm

Sunday – please order by Friday 12pm

I missed the cut-off time. Can you help?

We can’t accept orders after the deadline has passed, however you can also find our food available in our bakeries. If you’d like to call your local GAIL’s before popping by, you can find our contact details here.

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 at delivery@gailsbread.co.uk – please note that we won’t be able to amend or cancel orders after the cut-off time.

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.

I’m planning a big event, are you able to take very large orders?

Absolutely. Please contact us at delivery@gailsbread.co.uk.

How is the food delivered?

We partner with a third-party courier company with one of the lowest carbon-emitting fleets in the industry. This includes a bicycle fleet, along with electric vans, motorcycles and ultra-low emission vehicles.

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 delivery@gailsbread.co.uk.

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 delivery@gailsbread.co.uk 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. You can find contact information for all of our bakeries here.

Will you let me know when the food is ready for collection/delivery?

We will send you an email to confirm that your order has been placed, immediately after ordering; and a second email after the cut-off time to let you know that is no longer possible to amend or cancel your order but are unable to notify when the food has been prepared by the bakery. The delivery/collection time can be found on your confirmation email or in your account for reference.

What happens if I’m not around when the food arrives?

Our driver will call you. If we can’t reach you, I’m afraid we will have to return the food to the bakery. You can pop by to collect your food anytime before closing. Please note that we can’t keep the food overnight, our surplus is donated to local charities every day. We won’t be able refund uncollected orders.

What happens if I don’t collect my order?

All orders placed online are baked fresh to order. For this reason, we won’t be able to refund uncollected orders. Please note that we don’t keep the food overnight, our surplus is donated to local charities every day.

How can I pay?

Our website accepts all credit and debit cards, including American Express. We don’t accept cash.

Can I pay on account?

We offer credit accounts for corporate customers. Please send us your request via email at delivery@gailsbread.co.uk. We will conduct a credit check before offering you a credit account.

Can I make adjustments to the set boxes or recipes?

It is unfortunately not possible to make adjustments to the set boxes or amend the ingredients. You are more than welcome to add additional items to the order which will be delivered alongside.

Do you cater for dietary requirements?

All our products listed on the website have allergen and nutritional information available to our customers to make an informed choices or decision. Due to the risk of Cross- contamination, we may NOT be able to guarantee that any of our products are free from allergens. However, we do NOT use the following allergens in ANY of our facilities. Lupin, Peanuts, Molluscs and Crustaceans.

Is your food Halal or Kosher?

We are not Halal nor Kosher certified.

Can I order hot food and drinks?

Whilst freshly made, our food is not served hot. We are currently not able to deliver hot drinks, although it is something that we would love to do in the future, so do keep an eye on our website.

Do I have to re-heat the food?

Our food is freshly made, to order, and we don’t recommend re-heating it.

How long will my food keep for?

Our food is made to be consumed on the same day; we don’t use preservatives.

Is your packaging eco-friendly?

We are proud to say that we lead the UK high street with sustainable packaging. Wherever technology and packaging development permits, we use recyclable or compostable solutions, including recycled, biodegradable and unbleached materials.

Does your food come with cutlery, plates and napkins?

Our system allows you to order cutlery and napkins with your food free of charge. Our cutlery is made out of potato starch and is fully recyclable. We cannot provide plates unfortunately.

 

ORDER T&Cs

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 delivery@gailsbread.co.uk before you place an order. If you do not accept these terms and conditions please exit our site.

CANCELLATION POLICY

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 (www.gailsbread.co.uk) or through a catering partner.