German Bakers - Help and FAQ section

We hope that your experience here on the Backhaus German Bakers site is like a home from home and that the answers below will give you all the information you need about shopping with us. If, however, you still have any questions, please email us on backhaus1@gmx.net.
You can also ring us in the shop during normal opening hours Monday to Saturday: 020-8948 6040.

Can I order by phone?[Back To Top]
We would prefer it if you order on the website. However, if you have trouble with the website, by all means please do ring us while the shop is open, Monday to Saturday, 8am to 6pm (Saturday only 4pm): 020-8948 6040. But please do understand if we cannot attend to the phone at all times, sometimes we have got such a queue of people in the shop that we might ask you to call back.
Can I place an order from outside the UK?[Back To Top]
You can place an order from abroad if it is to be delivered in the UK. We generally do not deliver outside of the UK but our system accepts orders from France and Germany. Please give us a call if you would like to order something to be sent to another country, and we will see what we can do for you.
Can I place an order to the British Isles, i.e. Isle of Man, Isle of Wight?[Back To Top]
Delivery will be more expensive to these places. We accept orders fo Scotland, Northern Ireland, and the Isles. Delivery costs start from £21 for 10 kilo.
Can I cancel an order?[Back To Top]
Please give us a call if you have inadvertently ordered something that you didn't want. If we have not despatched it yet, we may be able to stop it.
How much do you charge for P&P?[Back To Top]
We try to keep it simple. Up to 9 kilogramm, we will send you your goods with Initial City Link, which will cost you £8.30 for UK Mainland. The price increases incrementally for heavier packages. Unfortunately, sending smaller packages was not cost-effective, as the cost for packaging and postage nearly adds up to the same as the 9 kg order, so we have discontinued the shipping cost for smaller packages. We also post to Germany and France, starting at £26 for 10 kg.
When will my bread arrive?[Back To Top]
For a next day delivery, you should order before 9am. We will then aim to have it sent to you the next day. We can't guarentee it for breakfast though! Most packages will be sent via Initial City Link, so you need to be there and sign for your package when it arrives. Plese note that some ordered baked goods might have sold out in the shop if you order late. We only bake in the early morning, so you might have to wait for the next morning in those cases.
Can I order for the weekend?[Back To Top]
Please order on Wednesday, before 6pm, if you need your goods before the weekend.
What happens if you do not have got one item in stock out of many I have ordered?[Back To Top]
If we have run out of an item but you have a big order of items which we all have in stock, we will add a cheque into your package with the difference paid back to you.
Can you send my delivery to a different address?[Back To Top]
Of course you can. The system asks you to confirm that the billing address is also the delivery address, and if you wish to enter a different address for that, then it will process that immediately.
How can I pay you?[Back To Top]
We are processing our payments in a secure way with Sagepay, the payment arm of Sage. They handle all card details for us, and ensure that your details are safe.
Data Protection / Privacy Policy[Back To Top]
Backhaus collects certain information which is submitted by users of our website. This means address and contact details submitted during ordering and registration. We will not release this information to third parties (other than to facilitate delivery of your goods) unless you grant us permission to do so.
Can I return anything?[Back To Top]
We are obviously unable to accpet returns of any perishables. For further info, please call us.
What should I do if the products arrive damaged?[Back To Top]
If any part of your order arrives damaged, you should notify us within 48 hours so that we can take this up with the carrier.
How quickly can the good be delivered to me?[Back To Top]
When we get your order, we plan it into our baking and bake your items especially for you. Our delivery is calculated from the day of baking and packaging. We are not open on Sundays, for example, and the courier charges higher rates on weekends, so there will be NO DELIVERIES on Saturdays, Sundays or Mondays. Our cut-off point for deliveries in the same week is Wednesday, so we can bake/package Thursday and send it off. As we are in a peculiar situation, different from pretty much every other online shop, that we create the goods you order the night after you order them, you need to allow for this baking time. So if you order today, you can order until 8pm when the bakers will last check the orders before going to bed, then they rise bright and early around 3am and bake the orders of the day, and when the shop people come in, we package and send your order on its way. From that moment, it will arrive 'next day'.