Frequently Asked Questions

Can I choose a delivery date?


Unfortunately you can't normally choose a specific delivery date for your cakes, but if you have a special occasion you want to buy for you can always get in touch with us via email (lissy@crumbsthewordbakery.com) and we'll try our best to get your traybakes to the recipient on the day you requested. For a slightly higher charge Saturday and Sunday deliveries are available. These services are not available for deliveries to the Highlands or Islands. At the discretion of the courier, Sunday deliveries may occasionally be delivered on a Saturday. We recommend that for special events you order at least 3 days earlier than when the cake is required so we can plan accordingly. If it your order is larger than 6 traybakes for a specific date then please contact us to discuss baking and delivery times at lissy@crumbsthewordbakery.com. For all deliveries we STRONGLY ADVISE that the recipient knows that a parcel is going to be delivered - even if you want the contents to be a surprise - this ensures delivery is made on time and reduces the risk of damage due to additional handling by the courier. Also, due to the nature of our baked products it is important that these arrive and are enjoyed as fresh as possible. We do not currently ship internationally.




How will my gift be delivered?


We send all our UK parcels via Royal Mail 1st Class, DPD and DPD Weekend service to ensure maximum freshness of our baked produce. Please be aware that Sunday deliveries will be collected on the previous Friday so we will not have access to the bakes on the Saturday, but you will be able to track your traybakes via DPD.




What if the recipient is out at the time of delivery?


We strongly advise that the recipient is expecting our delivery, even if you want the contents to be a surprise. Damages are very rare but are more likely to happen on a second delivery attempt and unfortunately we are unable to offer refunds for damages in this instance. If your cake has been sent by DPD you will receive an e-mail/text the evening before delivery advising that delivery will take place the next day. You will be able to respond to the courier with this e-mail/text if you wish the gift to be delivered to a neighbour or left in a safe place, which we recommend if there is a possibility that the recipient will not be in. If your item has been sent by Royal Mail you will get a card giving you further instructions.




Where can you deliver to?


We can deliver to all addresses in the UK but please be aware that deliveries to the Scottish Highlands north of Aberdeen, Islands and Ireland (North & South) are a 2 day service. We can deliver to BFPO addresses, please contact us for prices. We cannot deliver to PO boxes.




Seasonal Delivery Times


Due to the volume of orders and to avoid disappointment at seasonal events (Valentines day, Christmas, Mother's Day, Father’s Day and Easter) gifts may be dispatched for delivery earlier by up to 3 days. We will make every effort to advise customers should we have to do that. We refer particularly to cases of adverse weather (snow) where additional delivery time may be required in localised areas and we therefore want to ensure timely dispatch.




Can I specify a time for delivery?


The deliveries will usually arrive by 12pm the next day of posting, but we cannot guarantee that unless it has been pre-arranged. Saturday and Sunday deliveries are available at an additional cost and are usually delivered before 1pm. Offshore, Isle of Wight and Scottish Highlands parcels cannot be guaranteed Next Day or by a certain time but they can be guaranteed for a two day delivery.




How much does delivery cost?


Delivery starts at £3.45 for 1 traybake to UK Mainland. Delivery for two traybakes is £5.50 Delivery for 3 traybakes is £7.05 Deiivery for 4 and up to 10 traybakes is £8 Delivery for 11 traybakes is £8.50 Delivery for 12 traybakes is £8.85 Delivery for 13 traybakes is £9.20 Delivery for 14 traybakes is £9.55 Delivery for 15 traybakes is £9.90 Delivery for 16 traybakes is £10.50 Delivery for 17 traybakes is £11.00 Delivery for 18 traybakes is £11.50 Delivery for 19 traybakes is £12.00 Delivery for 20 traybakes is £12.50 Delivery for 21 traybakes is £13.00 Delivery for 22 traybakes is £13.50 Delivery for 23 traybakes is £14.00 For more than 24 traybakes please get in touch for a delivery quote Saturday and Sunday Delivery starts at £14.50 Delivery to Islands (including Ireland) costs £16 for the two day service




Can I freeze your traybakes?


Yes you can, just wrap them in suitable freezer proof containers/wrapping and they will be suitable for freezing. To defrost them make sure they defrost without any plastic packaging on them to ensure they do not go sticky.




How big are your traybakes?


Each tray contains aproximately 450g - 500g of traybake. Enough for 8 generous slices or 6 Lissy slices ;-)




Are your products suitable for vegans and vegetarians?


All our traybakes are suitable for vegetarians and we have one vegan brownie in the shop. We do hope to stock more vegan cakes in the near future.




Do you have any wheat-free products?


Not at present but we do have plans to include some in the future.




Do you have any dairy-free cakes?


Yes, all but the Triple Chocolate Brownies are competely dairy-free.




Why are your traybakes not pre cut?


If we pre cut the traybakes it makes them a bit less stable to post so we leave them intact, that way you can decide on how big a slice you want to cut them in to. Plus if you eat the whole traybake with a fork that's basically classified as one slice ;-)




What is the cut off time for ordering a delivery?


All of our orders are freshly baked but we do ask for as much notice as possible so we can fit your order in our diary. Please place all orders at least 72 hours prior to required delivery date to give us time to bake and post. If it’s urgent, by all means still get in touch, we might be able to squeeze a bake in but we can't guarantee it.




Returns & Refund Policy


Please check your order as soon as you receive it, if your traybake is damaged, please contact us at henk@crumbsthewordbakery.com as soon as possible. Please ensure you include your order number (found on your delivery note) in all correspondence. In the unlikely event you need to return or require a refund for your traybake, we offer a 24 hours return and refund policy. Returns are only accepted if the item has not been touched or mistreated, we ask the item is returned in the original packaging. Refunds are only provided with proof of why you have requested a refund. The return and refund period will automatically expire 24 hours from the day on which you receive your order. Unauthorised returns may be returned to the sender. Returns received outside of the 24 hours will be subject to review. Please contact us for a Returns Number by emailing henk@crumbsthewordbakery.com Using your Returns Number, please note the number within the package and return to the address in our email to you. You are advised to keep the tracking receipt for your return as we cannot reimburse you should the package go missing without it.




What is your GPDR Policy?


CRUMB'S THE WORD PRIVACY POLICY (GDPR) Version 1.1 / Dated Monday 6th August 2018 This legislation replaces previous data privacy law, giving more rights to you as an individual and more obligations to organisations holding your personal data. It covers our data protection obligations under the General Data Protection Regulations (“GDPR”) and the Data Protection Act 2018. One of the rights is a right to be informed, which means we have to give you even more information than we do now about the way in which we use, share and store your personal information. WHAT ARE THE LAWFUL BASES FOR PROCESSING?
The lawful bases for processing are set out in Article 6 of the GDPR. At least one of these must apply whenever we process personal data:
(a) Consent: the individual has given clear consent for us to process their personal data for a specific purpose.
(b) Contract: the processing is necessary for a contract we have with the individual, or because they have asked us to take specific steps before entering into a contract.
(c) Legal obligation: the processing is necessary for us to comply with the law (not including contractual obligations).
(d) Vital interests: the processing is necessary to protect someone’s life.
(e) Public task: the processing is necessary for us to perform a task in the public interest or for our official functions, and the task or function has a clear basis in law.
(f) Legitimate interests: the processing is necessary for our legitimate interests or the legitimate interests of a third party unless there is a good reason to protect the individual’s personal data which overrides those legitimate interests. SCOPE This policy applies to Crumb’s the Word, it’s Directors, Management and Employees and all Existing Customers. As well as Potential Customers, Job Applicants and the General Public who either visit our websites www.crumbsthewordbakery.com or who communicate with us verbally, via email or written correspondence or via third party social media applications.
It explains how we use any personal information we collect about you when you use this website and any wider services.
GLOSSARY OF TERMS
What is Business Data?
Business Data relates to any information about a business that makes you identifiable, which may include (but not to):
Names and contact information, eg. Address Details, Emails and Telephone Numbers
Business Bank Information
Trade References
Credit History
Other Accounting Data
Any other reasonable data to perform our duties as a responsible supplier/business. What is Personal Data?
Personal Data relates to any information about a person that makes you identifiable, which may include (but not to):
Names and contact information, eg. Address Details, Emails and Telephone Numbers
Any other reasonable data to perform our duties as a responsible business. What do we mean by B2B?
Business to Business, involving PLC, Ltd, LLP, Incorporated Partnerships, trusts and foundations, local authorities and government institutions. What do we mean by B2C?
Business to Consumer, involving Private Individuals, Sole Traders, unincorporated partnerships, trusts and foundations. Crumb’s the Word?
The Business, it’s Directors, it’s Management and Employees who are involved either directly or indirectly with fulfilling our Privacy Policy (GDPR), or our obligations therein. Social Media?
By Social media, we mean all major 3rd party applications or websites, including currently Facebook, Twitter, Instagram and Linked In, but may include further applications or websites in the future. HOW WE USE YOUR INFORMATION?
We are bound by the requirements of the General Data Protection Regulations (GDPR). This privacy notice tells you what to expect when Crumb’s the Word collects personal information. It applies to information we collect about:
Visitors to our Websites, Social Media and Email Enquiries.
Any B2B or B2C contact in relation to a request for information, complaint or enquiry
Job Applicants
B2B Customers
B2C Customers
At Crumb’s the Word we take your privacy seriously.
For B2B (Business to Business) Clients and Contacts our lawful reason for processing your personal information will be “legitimate interests”. Under “legitimate interests” we can process your personal information if: we have a genuine and legitimate reason (for example, to supply goods/services and/or provide information you require to fulfil our business obligations to you) and we are not harming any of your rights and interests.
For B2C (Business to Consumer) Clients and Contacts our lawful reason for processing your personal information will be “A contract with the individual” eg to supply goods, services and/or information you have requested, or to fulfil obligations under an employment contract.
We will not share your information for marketing purposes with other companies so that they may offer you their products and services. VISITORS TO OUR WEBSITES
When someone visits www.crumbsthewordbakery.com we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. We collect information about you when you fill in any forms on our website eg. Sending us an enquiry or giving us feedback. We will only use this information in relation to the matter you have contacted us about and will delete this data after one year. Analytics – eg how visitors use our website
We use Google Analytics to store information about how visitors use our website so that we may make improvements and give visitors a better user experience. Google Analytics is a third-party information storage system that records information about the pages you visit, the length of time you were on specific pages and the website in general, how you arrived at the site and what you clicked on when you were there. These cookies do not store any personal information about you eg name, address etc and we do not share the data. You can view their privacy policy below:
Google - http://www.google.com/intl/en/policies/privacy/ IP addresses
An IP or Internet Protocol Address is a unique numerical address assigned to a computer as it logs on to the internet. Crumb’s the Word does not have access to any personal identifiable information and we would never seek this information. Your IP address is logged when visiting our site, but our analytic software only uses this information to track how many visitors we have from particular regions.
Internet Based Advertising
We may use Linkedin, Facebook and Twitter and other Social Media advertising services and as such there are tracking codes installed on our website so that we can manage the effectiveness of these campaigns. We do not store any personal data within this type of tracking. USE OF COOKIES BY CRUMB’S THE WORD
Cookies are text files put onto your computer to collect standard log information and visitor behaviour information. This information is then used to track visitor use of the website and to create statistical reports on website activity.
You can set your browser to not accept cookies.
Please however note, that in some cases our website features may not function if you do not accept cookies.
You can read more about how we use cookies on our “Use of Cookies” link on the Home Page. SECURITY AND PERFORMANCE
Crumb’s the Word uses a third party cloud based provider to help maintain the security and performance of our website. To deliver this service it may process the IP addresses of visitors to the Crumb’s the Word websites. These IP addresses are not disclosed to us.
MAKING CONTACT WITH US VIA THIRD PARTY SOCIAL MEDIA
If you send us a private or direct message via social media the message will be stored by us for three years if it is a B2B communication or 1 year if it is a B2C communication. It will not be shared with any other organisations.
People who Email us
We use encryption to protect email traffic. If your email service does not support encryption you should be aware that any emails we send or receive may not be protected in transit.
We will also monitor any emails sent to us, including file attachments, for viruses or malicious software. Please be aware that you have a responsibility to ensure that any email you send is within the bounds of the law. PEOPLE WHO CONTACT US IN RELATION TO A REQUEST FOR INFORMATION, COMPLAINT OR ENQUIRY
When we receive communication from a person they have chosen to disclose their identity.
We will only use the personal information we collect to process their communication. We do compile information like the number of complaints we receive, but not in a form which identifies anyone.
We will keep personal information contained in complaint files in line with our retention policy. This means that information relating to a complaint will be retained for three years. Where enquiries are submitted to us we will only use the information supplied to us to deal with the enquiry and any subsequent communication. MARKETING
We would like to send you information about our products and services, which may be of interest to you. If you have consented to receive marketing, you may opt out at any point as set out below.
You have a right at any time to stop us from contacting you for marketing purposes. To opt out please email: henk@crumbsthewordbakery.com with the title “Marketing Opt Out”. How long will we hold your data for?
Marketing: We will hold your data for a period of 6 years with a review every 3 years. You will have the opportunity to opt out or update or delete data at any point should you need to do so and details are set out in this policy as to how to do that.
Contracted Services: We will hold your data for 7 years in line with our regulatory requirements. B2B CUSTOMERS
If you are a Crumb’s the Word customer we will hold business data on you that falls within our Glossary of Terms, above. We will never hold more than we need to, than to fulfil our obligations to you and to any external legal entities. Should we cease supplying you we will hold no more than we need to, however we will hold financial information and records for seven years, to fulfil our legal duties. A copy of our terms and conditions of sale and our credit application form are available upon request. B2C CUSTOMERS
If you are a Crumb’s the Word customer we will hold personal data on you that falls within our Glossary of Terms, above. We will never hold more than we need to, than to fulfil our obligations to you and to any external legal entities. Should we cease supplying you we will hold no more than we need to, however we will hold financial information and records for seven years, to fulfil our legal duties. A copy of our terms and conditions of sale is available upon request. As a B2C you may use a third party application to purchase Crumb’s the Word products and we cannot be held responsible for data they hold. However should we have access to any data in this process we will only hold financial information and records for seven years to fulfil our legal duties.
B2B AND B2C CUSTOMERS WHO CEASE TRADING
Unless you advise us otherwise we will keep personal information on file eg. Name, Position, Telephone Number and Email (not a finite list) for future communication of offers or other marketing that is legitimate within our area of business. COMPLAINTS OR QUERIES
Crumb’s the Word tries to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate.
This privacy notice was drafted with brevity and clarity in mind. We are happy to provide any additional information or explanation if needed. Any requests for this should be sent to the address below. ESCALATING A COMPLAINT
If we do not deal with your request or complaint fairly and you feel that your personal data has been processed in such a way that does not meet the GDPR, you have the specific right to lodge a complaint with the relevant supervisory authority. The supervisory authority in the UK is the Information Commissioner’s Office. More information is available at: www.ico.org.uk LINKS TO OTHER WEBSITES
This privacy notice does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit. CHANGES TO THIS PRIVACY NOTICE
We keep our privacy notice under regular review. This privacy notice is v1.1 and was last updated on 6th August 2018. HOW TO CONTACT US
If you want to request information about our privacy policy you can email henk@crumbsthewordbakery.com or write to: Privacy Policy Information Request
Crumb’s the Word
PO BOX 3165
READING
BERKSHIRE
RG1 9DT




I've got a problem with my traybake, can you help?


Yes, we certainly can. If you read our Returns and Refund Policy below you will find out what you can do in the unlikely event of a problem with your order. If you just need advice or have a query then please email us at henk@crumbsthewordbakery.com and we will get back to you as soon as possible.




I love my traybakes and want to tell you! What do I do?


If you are happy with your order and want to tell us (we love praise like an Labrador retriever loves food) you can leave us a review on our Facebook page (the link button is at the bottom of this page) or you can leave us a testimonial on the Testimonial page of this website by scrolling to the bottom of the testimonials and clicking "Submit Testimonial". Don't forget that if you have any problems then just get in touch directly to henk@crumbsthewordbakery.com first and we'll see what we can do.





cake, birthday cake, brownies, lemon drizzle, home made cakes, homemade cake, chocolate cake, dessert, organic cake, cakes delivered, posted cake, posted cakes, dessert recipes, cake pictures, cake recipes, cupcakes, chocolate cake recipe, banana cake, carrot cake, bakery, cheesecake, red velvet cake, fairy cakes, carrot cake recipe, sponge cake, sponge cake recipe, wedding cakes, how to make cake, apple cake, christmas cake, cake decorating, baby shower cakes, fruit cake
wedding cake, pineapple upside down cake, birthday cake recipes, red velvet cake recipe, cake shop, lemon cake, cake toppers, chocolate fudge, cake, cake boss, wedding cake toppers, christening cakes, easy cake recipes, coffee cake, dinosaur cake, 21st birthday cakes, birthday cake for girls, butterfly cakes, cake mix, coconut cake, easter cake, halloween cakes, cake maker, chocolate birthday cake, cake decorating supplies, simple cake recipe, eggless cake, spiderman cake, 1st birthday cake, 18th birthday cakes, princess cake, vanilla cake recipe, birthday cake for boys, celebration cakes

birthday cake, chocolate cake, dessert, cupcake recipe, cake recipes, cupcakes, chocolate cake recipe, banana cake, carrot cake, bakery, cheesecake, red velvet cake, fairy cakes, carrot cake recipe, sponge cake, sponge cake recipe, birthday cake, chocolate cake, dessert, cupcake recipe, cake recipes, cupcakes, chocolate cake recipe, banana cake, carrot cake, bakery, cheesecake, red velvet cake, fairy cakes, carrot cake recipe, sponge cake, sponge cake recipe, birthday cake, chocolate cake, dessert, cupcake recipe, cake recipes, cupcakes, chocolate cake recipe, banana cake, carrot cake, bakery, cheesecake, red velvet cake, fairy cakes, carrot cake recipe, sponge cake, sponge cake recipe, birthday cake, chocolate cake, dessert, cupcake recipe, cake recipes, cupcakes, chocolate cake recipe, banana cake, carrot cake, bakery, cheesecake, red velvet cake, fairy cakes, carrot cake recipe, sponge cake, sponge cake recipe, birthday cake, chocolate cake, dessert, cupcake recipe, cake recipes, cupcakes, cho

crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, crumbs the word, crumb's the word, 

CAKECAKECAKECAKECAKECAKE CAKE!

  • Facebook Cake Icon
  • Twitter Cake Icon
  • Instagram Cake Icon

Crumb's the Word

Kemp House,
152 - 160 City Road,
London
EC1V 2NX

© 2018 Crumbs's the Word Bakery 

PLEASE NOTE THE ALLERGENS IN THE INGREDIENTS SECTION, AND DON'T HESITATE TO ASK IF YOU REQUIRE FURTHER INFORMATION