FAQ
Delivery
When will my order be dispatched?
Orders will be dispatched within 3-5 working days, depending on how busy The Brownie Man is! OR on the date specified at the time of pre order. Everything is baked fresh at The Brownie Man Bakery in Hampshire, so please bear that in mind when ordering.
How much delivery cost?
Our delivery costs match up in line with Royal Mail's services.
First Class Signed For Tracked is £3.99
Per order - your first box is either £3.99/4.99 depending on which service used then for every extra box in your order the charge is £2.99 per extra box. This is in line with Royal Mail's parcel weight charge.
When will I receive my order? Why have I not received my order yet?
Orders sent out via Standard First Class with Royal Mail will arrive with the aim of 2/5 days delivery after dispatch. Once your order has left us, it is completely out of our control and we are not liable for any orders that may get lost or damaged.
Orders that are sent out via First Class Signed For with Royal Mail will arrive as soon as possible with the aim of 1-2 days delivery after dispatch. You will recieve a tracking number once your order has been dispatched from us.
Once we have posted your order, it is out of our hands and with the courier, current delays are possible due to COVID-19 so please bear this in mind when placing an order.
Any issues with missed deliveries should be raised with Royal Mail directly. Unfortunately: these matters are out of our control and have to be resolved as you would any other delivery from a high street retailer.
Where do you deliver to?
We deliver all over the UK.
Collection
Can we collect our orders?
Yes you can collect your order for FREE. We are based in Sandhurst and collection details will be given once your order has been received.
If I am collecting, how can I order without paying for postage?
If you select our COLLECTION service when placing your order, you will not be charged for postage.
How do I arrange a collection date?
When placing your order, please leave a note at the end of your order with what day you would like to collect your order on. Please bear in mind we need 3 days notice for orders. If you have an urgent special request please message us via our social media pages.
What our your opening hours for Collection?
Our current opening hours for collection are;
Monday to Friday 5pm-7pm
Weekends - Message to check availability
Brownie Instructions
How long will my Brownies keep for?
Our Brownies have a best before date of 5 days, but they will keep for up to 7 days. Please refrigerate our Brownies to maintain their quality - unless you enjoy them really gooey then they will keep in an air tight container. You can also freeze our Brownies for up to 3 months.
Are our Brownies suitable for Vegetarians?
Yes they are.
Do any of our products contain Alcohol?
Yes, currently our Black Forest brownie in the Christmas Box contains a cherry liqueur.
Can you provide nutritional information for your products?
No, unfortunately its quite difficult for us to provide this information. However it is something we will look into in the future.
TERMS & CONDITIONS
TheBrownieMan Bakery
By placing an order with TheBrownieMan Bakery, you agree to the following Terms & Conditions.
1. About Us
TheBrownieMan Bakery (“we”, “us”, “our”) is a small batch bakery operating in the United Kingdom. These Terms & Conditions govern the sale of all products made available through our website, social media, or direct communication.
2. Products
- All products are freshly baked to order.
- Product images are for illustrative purposes only; slight variations in appearance may occur.
- Recipes and ingredients may be updated from time to time.
3. Allergens & Dietary Requirements
- Our kitchen handles common allergens including (but not limited to) gluten, dairy, eggs, nuts, peanuts, and soy.
- While we take care to avoid cross-contamination where possible, we cannot guarantee an allergen-free environment.
- Customers are responsible for reviewing ingredient and allergen information before placing an order.
- We cannot accept liability for allergic reactions.
4. Orders
- All orders are subject to availability and acceptance.
- We reserve the right to refuse or cancel an order at our discretion, in which case a full refund will be issued.
- Once an order has been placed, details (including delivery address) must be checked carefully.
5. Prices & Payment
- All prices are displayed in GBP (£).
- Payment must be made in full at the time of ordering.
- We reserve the right to amend prices at any time without prior notice.
6. Dispatch & Delivery
- Orders are dispatched using third-party courier services, including Royal Mail.
- Dispatch dates are confirmed at checkout or via order confirmation.
- Delivery times are estimates only and are not guaranteed.
- Once an order has been dispatched, responsibility for delivery timelines passes to the courier.
(See our Delivery Delays – Royal Mail policy for further details.)
7. Delays, Loss & Non-Delivery
- We are not responsible for courier delays once parcels have entered the courier’s network.
- In the event of a parcel being confirmed as lost, we will review the matter in line with the courier’s investigation process and offer a suitable resolution at our discretion.
- Delivery charges are non-refundable unless otherwise stated.
Delivery Delays – Royal Mail
1. Dispatch Responsibility
All orders are prepared and dispatched within the timeframe stated at checkout. Once a parcel has been dispatched and handed over to Royal Mail, responsibility for delivery timelines passes to the courier.
2. Delivery Services
Delivery services such as Royal Mail Tracked 24 are courier-provided services. While these services aim to deliver within the stated timeframe, delivery times are not guaranteed and may be affected by factors outside of our control, including but not limited to peak periods, adverse weather, operational delays, or industrial action.
3. Courier Delays
TheBrownieMan Bakery cannot be held responsible for delays caused by Royal Mail once the parcel has been collected or accepted into their network. Tracking information is provided to allow customers to monitor delivery progress directly with the courier.
4. Food Items
Our products are freshly baked food items. By selecting a courier delivery service, customers acknowledge and accept the inherent risks associated with courier delays for perishable goods.
5. Delayed Parcels
If a parcel is delayed but successfully delivered, no automatic refund or replacement will be issued, as the delay occurred while the parcel was under the courier’s control.
6. Non-Delivery or Loss
In the event that Royal Mail confirms a parcel as lost in transit, we will review the matter in line with Royal Mail’s claims process and offer a resolution in accordance with our policy, which may include a refund or replacement at our discretion.
7. Delivery Charges
Delivery fees are paid to the courier service and are non-refundable in the event of delays, unless otherwise stated or offered as a gesture of goodwill.
8. Special Occasions
While we do our best to meet requested delivery dates for special occasions (including Christmas), we cannot guarantee delivery on specific dates once the parcel has been dispatched.
9. Goodwill Gestures
Any refunds, discounts, or goodwill gestures offered due to courier delays are provided at our discretion and do not constitute an admission of liability.
8. Perishable Goods
- Our products are perishable food items.
- Customers acknowledge the risks associated with courier delivery of food items, particularly during peak periods or adverse conditions.
- We cannot accept responsibility for quality issues arising from courier delays.
9. Cancellations & Refunds
- Due to the perishable nature of our products, orders cannot be cancelled or refunded once production has begun.
- Refunds or replacements are not guaranteed and will be considered on a case-by-case basis.
- Any goodwill gestures are offered at our discretion and do not constitute an admission of liability.
10. Incorrect or Incomplete Addresses
- Customers are responsible for ensuring delivery details are correct.
- We cannot be held responsible for failed or delayed deliveries due to incorrect or incomplete address information.
- Additional delivery costs may apply if re-dispatch is required.
11. Special Occasion Orders
- While we make every effort to meet delivery dates for special occasions (including birthdays and Christmas), delivery dates cannot be guaranteed once parcels have been dispatched.
- We recommend ordering in advance during peak periods.
12. Promotions & Discount Codes
- Discount codes are subject to availability and may be withdrawn at any time.
- Only one discount code may be used per order unless otherwise stated.
- Codes cannot be applied retrospectively.
13. Liability
- Our liability is limited to the value of the products purchased.
- We are not liable for indirect, incidental, or consequential losses, including missed events or disappointment due to delayed delivery.
14. Force Majeure
We shall not be held liable for failure or delay in performing our obligations due to events beyond our reasonable control, including but not limited to extreme weather, courier disruption, industrial action, or government restrictions.
15. Privacy
Customer data is handled in accordance with our Privacy Policy and UK data protection legislation.
16. Governing Law
These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales.