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 (email@example.com) and we'll try our best to get your traybakes to the recipient on the day you requested.
How will my gift be delivered?
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.
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.
Seasonal Delivery Times
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.
How much does delivery cost?
Delivery starts at £3.45 for 1 traybake to UK Mainland.
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.
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 firstname.lastname@example.org as soon as possible. Please ensure you include your order number (found on your delivery note) in all correspondence.
What is your GPDR Policy?
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.
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
Other Accounting Data
Any other reasonable data to perform our duties as a responsible supplier/business.
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.
Business to Business, involving PLC, Ltd, LLP, Incorporated Partnerships, trusts and foundations, local authorities and government institutions.
Business to Consumer, involving Private Individuals, Sole Traders, unincorporated partnerships, trusts and foundations.
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.
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
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.
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.
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.
Google - http://www.google.com/intl/en/policies/privacy/
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.
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.
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.
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.
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: email@example.com with the title “Marketing Opt Out”.
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.
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.
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.
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.
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
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.
We keep our privacy notice under regular review. This privacy notice is v1.1 and was last updated on 6th August 2018.
Crumb’s the Word
PO BOX 3165
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 firstname.lastname@example.org 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".
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