By placing your order with The Oxfordshire Donut Company you automatically agree to our terms and conditions. We reserve the right to decline any order.
All our products are handmade and as such may vary in design from item to item. Consistency of design is not guaranteed. Alternative products other than those shown in sample photos may be used where we deem suitable and necessary.
We do not cater for special dietary requirements or allergies. We cannot guarantee that there has been no cross contamination within our kitchen. We therefore recommend people with severe allergies to nuts and other allergens do not order or eat our products.
All products must be transported and stored in the manner that we have advised. We do not accept any responsibility for loss, damage or quality issues caused due to not adhering to our advice. Once the product has left our possession any loss or damage is the sole responsibility of the customer.
Please do not store our products in a refrigerator unless we are experiencing extreme heat weather conditions and melting needs to be prevented. We do not recommend freezing our products. We recommend you consume our products on the day of delivery. Our DIY box donuts can be stored for 5-7 days if stored in the sealed packaging they arrived in.
Refunds / Exchanges Online purchase
We take pride in all our donuts and inspect every donut before it is dispatched to you. On the rare occasion that we have an unsatisfied customer, we do everything we can to resolve the issue.
Due to the perishable nature of our products and goods returned cannot be resold, we do not accept returns unless under exceptional circumstances. Refunds will never be given if the donut has been consumed and/or not returned to us.
If you are unhappy with your order/purchase, please notify us immediately (within 24 hours of receipt) of your concern. Regrettably, we will be unable to consider any complaints/returns after this time period has lapsed. We will always endeavour to come to a satisfactory resolution.
As most of our products are produced to order, we regret that once an order is placed it is not possible to cancel it and refunds will not be given. NO refunds will be given for 'change of mind' and all refunds will be provided as a credit to use against future purchases.
In the unlikely event of a product being unsatisfactory, please contact us immediately. Do not return goods without first contacting us.
If your item has been received and you consider the taste or quality to be at fault, then please contact us within 24 hours of receipt and return the item to us for inspection. Taste is subjective and therefore we must be given the opportunity to see and test the item. Once we have inspected the item and made decisions, we will contact you further.
You will be responsible for paying postage costs associated with returns under this policy. We will not refund to you any costs you incur in returning the product to us, unless the item has a confirmed quality issue. We will not refund to you the original delivery charges relating to the returned product.
All our goods are booked and shipped using a 1-2 day delivery service unless otherwise stated. However, very occasionally events outside of our control occur and deliveries are delayed. Therefore we recommend allowing an extra day for special occasions. We cannot be held responsible for any items delivered late or that go missing. Although we will do everything we possibly can to aid you in locating and delivering your item to you (and on time), any issues with regards to courier deliveries MUST be taken up with the courier directly. Once your order is dispatched we DO NOT have any control over the delivery.
It is your duty to ensure that your requested delivery date is suitable for either yourself or your gift recipient to accept an order. As the goods we sell are perishable, please ensure that when placing your order that you are aware of the potential delivery day/time. No refund can be offered for missed deliveries or for items that are left in a 'safe place' unsuitable for the item contents.
Orders that cannot be delivered due to customer’s wrong information will be returned to sender by the courier. Any further costs to redeliver the item will be the responsibility of the customer. If the goods are deemed inedible by the time the redlivery is arranged, then they will be disposed of and NO refund will be given. A new order will need to be placed.
Please note it is a requirement of the courier company that we provide a telephone number for the delivery address.
Refunds / Exchanges Online Bespoke Orders
To secure your booking a £10 non-refundable will be required on all orders under the amount of £60. 50% non-refundable deposit will be required on all orders over £60.
For bespoke orders/made to order items we will contact you the week before delivery to confirm all details are correct and take balance payment due. If the balance due is not received one week before the delivery/collection date then the order will be automatically cancelled.
We understand that plans can change and we will do our best to accommodate any amendments where possible. However, The Oxfordshire Donut Company reserve the right to refuse requested changes to order details or date.
All deposits are non-refundable but can be used against future bookings, subject to availability.
If collection is not made as agreed, or there is no one to accept the delivery as agreed, the item will remain at our premises until the customer makes alternative arrangements to collect. If the item is not collected within 3 days it will be disposed of and no refund/replacement give, as we deem that the item will be no longer have optimum freshness and be unsuitable for consumption.
Whilst every effort will be made to meet customers demands, cancellations or variations may be necessary as a result of an Act of God, War, Strike, Lockout, Labour Dispute, Fire, Flood, Drought, Severe Weather or other causes beyond the control of Anna Hawkins T/A The Oxfordshire Donut Company.
It is your responsibility to check your order carefully, immediately on receipt of goods. In the unlikely event of goods being unsatisfactory, damaged or incomplete you should contact us within 24 hours.
All complaints must be sent directly to us, in writing, via the following method:
Any complaints made via social media will not be considered.
This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).