Shipping policy
Shipping and Delivery Policy
This policy explains how Doughi orders are prepared, dispatched and delivered.
Selecting your delivery date
When placing an order, you will be asked to select your preferred delivery date.
We carefully plan our baking and dispatch schedule around this date and normally send your order the day before using a 24-hour delivery service.
We make every reasonable effort to ensure your order arrives on the date selected. However, the date selected is an estimated delivery date and cannot be guaranteed, as deliveries are completed by independent couriers and delays can occasionally occur.
If you require an order for a particular event or special occasion, we recommend selecting a delivery date at least one day earlier where possible.
Couriers and delivery service
Orders are normally delivered by Royal Mail or DPD using a tracked 24-hour service. We may use another suitable courier when necessary.
A 24-hour delivery service means that delivery is normally attempted on the next working day after dispatch. It does not guarantee delivery within exactly 24 hours.
Delivery charges, where applicable, will be displayed during checkout before you complete your purchase.
Order tracking
Once your order has been dispatched, you will receive tracking information by email or text message, using the contact details provided when placing your order.
Full end-to-end tracking will normally be available through the courier’s website or tracking service. Please check your tracking regularly on the expected delivery date for updates, estimated delivery times and delivery options.
Tracking updates are provided by the courier and may occasionally take time to refresh.
Delivery address
Customers are responsible for providing a complete and accurate delivery address, including the correct postcode, when placing an order.
Please check your order confirmation carefully. If you notice an error, contact us immediately at info@doughi.co.uk.
We will try to update the address if the order has not yet been prepared or dispatched, but changes cannot be guaranteed once processing has begun. We cannot be responsible for delays or failed deliveries caused by incorrect or incomplete information provided by the customer, although we will try to help resolve the situation.
Delivery instructions and safe places
If you provide the courier with instructions to leave your parcel in a safe place, with a neighbour or at another nominated location, responsibility for the parcel may pass to you once it has been delivered in accordance with those instructions.
As our products are perishable, please choose a safe place that is secure, sheltered from the weather and away from direct sunlight or excessive heat.
Missed deliveries
It is the customer’s responsibility to monitor the tracking information and make suitable arrangements to receive the parcel.
If nobody is available, the courier may:
- Leave the parcel in an authorised safe place
- Deliver it to a nominated neighbour
- Take it to a local collection point
- Attempt delivery again
Please follow the instructions provided by the courier as soon as possible. Doughi cannot guarantee the freshness or condition of an order if delivery is unsuccessful because nobody was available or the parcel was not collected or rearranged promptly.
This does not affect your legal rights where the courier has failed to follow the agreed delivery instructions.
Delayed deliveries
Although most orders arrive on the selected date, delays may occasionally occur because of courier disruption, severe weather, high seasonal demand, transport problems or other circumstances outside our reasonable control.
If your order has not arrived by the end of the expected delivery day, please check the tracking information first. If it remains undelivered, contact us at info@doughi.co.uk with your name and order number.
We will investigate the delivery with the courier. As the retailer, Doughi remains responsible for ensuring your order is delivered and will not require you to resolve a lost or failed delivery directly with the courier.
If a delay causes the perishable products to arrive in an unsatisfactory condition or no longer fit for consumption, please contact us as soon as possible and provide photographs of the products and packaging where possible. We will assess the issue and provide an appropriate remedy in accordance with your statutory rights.
Lost parcels
If tracking shows no progress or the courier confirms that the parcel has been lost, please contact us.
We will investigate and, where the parcel is confirmed as lost, arrange an appropriate replacement or refund. Any replacement will be subject to product availability and an agreed delivery date.
Damaged orders
Please inspect your order as soon as it arrives.
If the parcel or its contents are damaged, contact us as soon as possible at info@doughi.co.uk and include:
- Your name and order number
- A description of the issue
- Clear photographs of the products
- Photographs of the outer and inner packaging
Please retain the products and packaging until we have reviewed your claim, as the courier may require photographs or further information.
Dispatch confirmation
An order is considered dispatched once it has been handed to the courier. You will receive a dispatch confirmation containing your tracking details.
Orders cannot normally be amended or cancelled after they have been prepared or dispatched due to the fresh and perishable nature of our products.
Contact us
For questions about shipping, tracking or an existing delivery, please contact:
Email: info@doughi.co.uk
Address: Doughi, Westbury House, Westbury Street, Wolverhampton, WV1 1JD
Your statutory rights
Nothing in this policy limits or excludes your statutory rights.
Doughi remains responsible for the order while it is being transported by a courier arranged by us and until it is delivered to you, or to another person or location specifically authorised by you.