Terms of service

WELCOME TO PLANET DOUGHNUT! 

In these terms and conditions of sale, the expression  'We', ‘The Company’ or ‘Company’  refers to Planet Doughnut and 'You', 'The Purchaser’ means the company, firm or persons to whom the goods are supplied by the Company under this contract.

By visiting our website and/or purchasing something from us, you engage in our ‘services’ and agree to be bound by the following terms and conditions, known also as Terms of Service or Terms. These terms apply to all users of the website, including without limitation users who are browsers, vendors, customers, merchants or contributors to content. 

This website is hosted by Shopify, who provide us with an online e-commerce platform allowing us to sell our products and services to you. 

PRODUCTS & ORDERS

Due to the handmade nature of our goods, items may differ slightly to the images show on the website, socials and/or printed material. The customer understand that these slight variations are not a fault of the product itself.

We reserve the right to modify or discontinue goods without notice, at any time. 

Our sale of goods agreement is not formed until the goods are dispatched successfully to the customer. Up until dispatch, if an item is under-priced or mispriced as a genuine mistake, or additional delivery charges are required, the Company reserves the right to cancel an order or offer you the item at the correct price. At this point, you have the option of proceeding at the correct price or cancelling the order.

Customers are reminded to satisfy themselves that the goods they are purchasing are suitable before completing an order. No responsibility is placed upon the company for making an incorrect order or the incorrect delivery address.

Certain products, services or promotions may be available exclusively on the website. We reserve the right to limit the sales of our products or services to any person or geographical location.

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, you will be contacted with additional delivery payment information to which you will have the option to pay the difference in delivery or cancel the order and be provided a full refund immediately. 

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 remain to be 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.

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.

BAKERY PICKUP

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 Friday 2nd 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. 

WEBSITE DISCOUNT CODES

The company reserves every right to not deliver orders where the discount code has been misused on products it was not originally intended for, we will contact the customer regarding this and request that the outstanding balance is paid before the goods are released for delivery. If a product is already on special offer, other discounts cannot be applied on top of this.

FACEBOOK AND INSTAGRAM SHOP 

Prices, as detailed within each social media shop listing, are subject to change when viewed directly on the Planet Doughnut website, where the most up-to-date and accurate pricing will be displayed. We always advise checking the prices on our website directly to ensure that any given item is suitable for you. Whilst we will endeavour to ensure that all Facebook and Instagram shop prices are as accurate as possible, we cannot be held responsible for any price changes between the social media shops and our direct website. All listings are available while stocks last. For further information, please contact our sales team.

BESPOKE DOUGHNUTS-  MINIMUM ORDER QUANTITIES

Our bespoke design doughnuts can only be purchased at a minimum order quantity of 96, per design.  If you require less than 96 doughnuts, you can choose only from our core range (in boxes of 24) and add toppers or alternatively order direct from the website. 

If you do wish to cancel your bespoke order, any costs associated with said modifications will need to be recovered through the full payment before any refunds can be issued. Refunds will be discussed and organised on a case-by-case basis.

IMAGE & CONTENT COPYRIGHT

Due to significant investments made in photography each year, all content, copy, photography and product information remains the property of ‘The Company’.  For bespoke designs, photography will be taken to keep designs on file and to use for website, print and other mediums of marketing. 

TELEPHONE CALLS

Our inbound and outbound telephone calls are recorded. These are used for training and quality purposes.

CHANGES TO OUR TERMS 

We reserve the right to update, change or replace any part of these terms. It is your responsibility to check this page periodically for changes.

These terms were last updated 3 December 2024.