Frequently asked questions

Current delivery situation?


All orders for Mothers Day will be delivered on Friday 12th March in order to make sure they are received on time. DPD operate a premium weekend delivery service at £12 which is very expensive and Royal Mail do not guarantee even with their 24 and 48 hour service, that they will deliver on time, they will only state they Aim to deliver. All my brownies are sealed fresh in airtight packaging guaranteed to arrive fresh and lovely, they also have a shelf life of 10 days, not that I have ever know anyone not eat them within a couple of days. At the present time Royal Mail are struggling to keep to their delivery times because of the huge demand for their services, with COVID, this is going to be even harder for them to honour their delivery times.
As we are new to online business, I want all of my customers to have the best experience, from the moment you order my chocolate brownies online, to the moment you eat one of them. I also want to ensure you get my brownies as soon as possible. therefore I made the decision to set up a delivery contract with DPD to guarantee 24 hour delivery, this is a significant increase in cost, which I will personally absorb the majority of. I am only adding 25p to the cost of the Royal Mail First Class charge of £3.70 which the majority of my customers would use. Ordering Process:
Once you have ordered your box of brownies, I will bake, package and have your brownies ready for dispatch/collection with 24 hours*. DPD will then guarantee to delivery your brownies within 24 hours, (subject to forces outside their control such as snow etc) Once the brownies are picked up, they will contact you by text message, and you will be able to track down to the one hour window they will give you.
Please see the table below for ordering / delivery schedules. DPD do not collect on a Saturday or Sunday. All orders are collected from my kitchen by DPD Monday to Friday and your order will delivered to you Monday to Friday. Any orders placed on a Thursday will be baked, packaged and dispatched on the Friday and “potentially” delivered on the Saturday if the delivery drivers are working on the Saturday (during Christmas and busy periods they often are) otherwise they will be delivered on the Monday. *Orders placed on a Friday / Saturday and Sunday will be baked, packaged and dispatched on the Monday, and will arrive with you on the Tuesday. Thank you for your understanding, all suppliers are in the same situation.




Do you bake Gluten free or Vegan Brownies?


Along with my regular brownies, I also bake a Vegan range of brownies, as well as a free from Gluten range, including my delicious Signature Chocolate, Chocolate and Orange, Chocolate and Raspberry, as well as my gooey Bakewell Blondie. We go to great lengths to minimise the risks of cross contamination however, though small, the risk exists, therefore, we label these products NGCI (No Gluten Containing Ingredients) Should you have any questions regarding our gluten free products or any other allergen please don't hesitate to get in touch. Nut Allergies Although we state on each flavour the Ingredients and allergens in a particular recipe, please be aware that although the flavour recipe may not include nuts, there is always the very small risk of nut traces being in the working environment despite our best efforts. Please follow the link to see a list of all the ingredients and allergens for each brownie.




Do your cakes freeze well?


Our cakes freeze beautifully up to three months




What is your Refund Policy


At Scrumpiousbylucy, we take great pride in our products. We want all of our customers to be happy with their purchases. Since all of our baked products are made from scratch by real people, sometimes mistakes can happen. If we have a caused a problem with your order, we will do all we can to fix it. We need to find out about a problem within 2 days of delivery and we need enough detail to address the problem. In some instances, we can fix the delivery issues, before your products leave our bakery. Once our products leave us, it is more difficult to solve problems and many delivery and handling issues are out of our control. We will do all that we can to make you a happy customer, and will look at all issues individually, but in some instances we will be unable to issue a refund. If there is any problem with your product or with a delivery, please notify us as soon as possible, We must be notified of any delivery issues within 2 business days of a shipping date to be able to resolve the problem. We cannot offer refunds for the following circumstances: An incorrect or incomplete shipping address, Weather related delivery issues, also Cakes not removed from packaging in a timely manner (i.e. packages left at an address when someone is out of town) Delivery problems beyond our control.




Do you make cakes for people with allergies?


Although I bake Vegan and Gluten free brownies, we cannot guarantee that any of our products are suitable for people with allergies due to the risk of cross contamination. We also do not make cakes suitable for people with nut allergies as nuts are contained in so many ingredients, we cannot guarantee that there will not be any nut traces, so please be aware all our products may contain nuts, although these are not shown on the ingredients. If you are in any doubt, please contact us to discuss your requirements. Please see our full list of Ingredients and Allergens




Can I collect?


Unfortunately at the present time we do not offer a collection service, but will look at this in the future.




How long do your cakes keep for


Hi, our brownies are made with the freshest of ingredients and would advise that you eat them at their best, which we would estimate to be within four or five days of receiving them. If you are storing them, please keep them in an airtight plastic lunch type box, in a cool dark place, preferably a cupboard, or alternatively you can freeze them for up to three months.





 
 
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