Shipping policy

ONLINE ORDERS 

Once an order has been created via our website, you will be sent an email confirmation of your order and then an email from the courier service with tracking information.

Please note, we use third-party courier FEDEX to deliver our doughnuts nationwide. Delivery is free with online nationwide orders, for orders over £15.00. £6.00 delivery is chargeable to orders under the £15.00, which will be applied at checkout. 

Online orders must be received before 1pm (Mon- Thurs). Orders that are placed after 1pm, will be dispatched the following working day on a next day delivery service. 

Orders placed after 1pm on Thursday, all day Friday and at the weekend, will be dispatched the next working day, Monday with delivery on Tuesday. 

Next day delivery is only available to mainland UK addresses (excluding Scottish Highland's or Island's, Ireland, Scilly Isle's, Channel Island's or the Isle Of Man).  If an order is placed for delivery to one of these locations, the order will be cancelled, refunded in full immediately and the customer will receive an email from our team as to why it has been cancelled. 

DELIVERIES

We use a third party courier, FEDEX, to deliver our doughnuts nationwide on our behalf. 

We will make every effort to ensure that your item is dispatched and delivered the next day (as per our terms above). This will happen 99.9% of the time. Occasionally due to circumstances outside of our control, ie. staff shortages, courier not turned up to collect, weather etc, the next day delivery service may not occur.  You will be made aware via email if this issue arises. 

Our doughnuts leave our bakery, having gone through a 3 step quality control throughout the production process. We ensure that our doughnuts go on a next day delivery service and make every effort to ensure that FedEx deliver and leave in a safe place.  

You the customer will receive an email with FEDEX tracking details, as such, if you know you are not going to be in, please specify through the FEDEX tracking link to redirect to another address or to leave in a safe place.  If there is an issue with delivery, you will need to speak to FEDEX directly by emailing:  uk@fedex.com with your tracking number. 

It is your responsibility to check you have chosen the right delivery date and address upon checkout and in your order confirmation.   If you realise the delivery address is wrong, please contact us in writing before 1pm on the day of dispatch, so it can be amended. Once shipped, the product cannot be recalled and we would not be able to offer you a refund. Any orders sent as a gesture of goodwill, and it is a customer error, ie. wrong address, then we have the right to charge in full. 

If your delivery date has passed and you’ve still not received your order, or if you’re missing items or not happy with something, please contact us within 24 hours of your order due or delivery. Please ensure to include your order number (found of the packing slip or your order confirmation) and a photo of any incorrect or damaged items.

Due to this being a food product, we are unable to accept returns and we cannot provide refunds once items have been dispatched. 

DELIVERY RESPONSIBILITIES:

As we rely heavily on FedEx to deliver our goods on our behalf, we cannot take responsibility for things outside of our control- this includes the following:

-Delivery of Goods 
-Further delays due to redelivery of goods for incorrect address, postcode etc. 
-Damage to box or doughnuts caused by couriers 
-We, nor FedEx are responsible for the theft of goods, once the order has been marked as delivered and therefore no refund, or redelivery will be provided. 
-We will not, under any circumstances accept liability for any consequential loss of profits/earnings or third-party claims, delay or expenses of any kind. 

Please note this list is not exhaustive and only includes some of the most common consequences of non-delivery or late delivery.

PICK UP:

When selecting pick up from store, this is from the following address:
Planet Doughnut Bakery
Knights Way
Shrewsbury
SY1 3AB

Collection of goods is only available from Mon-Fri 9am-4pm, when the bakery is open.

HOLIDAY DELIVERIES: 

EASTER:
Last orders for Easter Holidays are 1pm on Wednesday 16th April for delivery on Thursday 17th April.  Please note, there will be no deliveries between Friday 18 April 2025 and Monday 21 April 2025 (inclusive). All orders received after 1pm on Wednesday 16th April will be processed and dispatched on Tuesday 22nd April. 

BANK HOLIDAYS:
Planet Doughnut will be closed on public bank holidays.

Any orders placed after 1pm on the Thursday before the bank holiday will be processed and dispatched the following working day, Tuesday.

Those dates are:
Thursday 1st May
Thursday 22nd May
Thursday 22nd August 

CHRISTMAS: 
Last orders for Christmas Eve delivery is 1pm on Tuesday 23rd December 2025. Please note, there will be no deliveries between Thursday 25th December 2025 and Thursday 1st January 2026 (inclusive). All orders received after 1pm on Tuesday 23rd December will be processed and dispatched on Monday 5th January 2026.

Please note, we rely on FedEx to deliver to customers on a next day delivery service.  Couriers can experience slight delays due to the large influx of deliveries this time of year, thus we cannot guarantee deliveries. 

CHECKING GOODS:

Every box that leaves our Shropshire Bakery is in perfect condition, and during transit with couriers, they may get turned upside down. We have tried to protect them as best as possible with the hope that they will remain in pristine condition, however there maybe times in which they arrive slightly damaged. Unfortunately any damage created during transit is out of our control, but if your doughnuts have arrived with visible faults, the customer must notify Planet Doughnut within 24hours of delivery. If Planet Doughnut is not notified to damaged goods within 24 hours, Planet Doughnut is not able to claim from the courier.

If someone else is signing for the goods on your behalf, you agree to advise them that the goods must be checked before signing. You therefore accept full responsibility for loss or damage if they sign on your behalf and fail to check goods. You agree to indemnify us in full for any losses we suffer as a result of you or your agent accepting the goods and signing without checking goods for damage.