Delivery Policy

About This Policy

This Delivery Policy outlines how orders are dispatched, delivered, and handled after they leave our kitchen, as well as the conditions under which returns may be accepted. All customers are asked to read this information carefully before placing an order with Lucy’s Bake House (“we”, “our”, or “us”).

Delivery Information

We currently deliver to addresses within the United Kingdom using Royal Mail.

Orders are dispatched from our base in Galashiels, Scottish Borders.

Processing time: Most orders are baked and dispatched within 2 business days of payment being received.
Dispatch confirmation: You will receive confirmation once your parcel has been handed to the courier.
Delivery time: Standard delivery usually takes 1–3 working days from dispatch, depending on customer location. Delivery times may be extended during busy, seasonal periods.
Missed delivery: Our postal boxes do not fit through standard letterboxes. If no one is available to receive the parcel, it may be left in a safe place, delivered to a neighbour, or returned to the depot as per the courier’s policy. Please contact the courier directly for redelivery options.

Packaging and Product Care

All orders are packaged carefully using materials to maintain freshness. Despite our best efforts, delivery conditions (heat, weather, handling) may occasionally affect the product’s appearance. Such cosmetic changes do not affect taste or quality.

Incorrect or Damaged Orders

We take great care when preparing and packing every order. If your order arrives damaged or incorrect, please notify us within 24 hours of delivery by emailing hello@lucysbakehouse.co.uk with your order number and clear photographs of the issue.
Once reviewed, we may offer a replacement, or a partial/full refund, at our discretion. Claims made after 24 hours of receipt may not be accepted.

Returns

Because our products are perishable food items baked to order, we cannot accept returns for unwanted or incorrectly ordered items once they have been dispatched. This includes changes of mind, taste preference, or customer failing to provide accurate details. If a parcel is returned to us due to incorrect information or failed delivery attempts, we cannot issue a refund for perishable goods.

Collection Orders

Where collection is arranged, full responsibility for the safe handling and transport of goods passes to the customer after it leaves our premises. We recommend keeping products level, cool, and out of direct sunlight during transit.

Responsibility After Delivery

Ownership of all products transfers to the customer once the parcel has been delivered to the address supplied. We are not liable for things like theft, melting, or damage occurring after delivery.

Contact Us

If you experience a delivery issue, please get in touch via hello@lucysbakehouse.co.uk quoting your order number. We’ll always do our best to resolve matters quickly and fairly.