Our aim is to provide you with great service so that you’ll be a happy customer and want to come back again. If you have any comments, questions or complaints please do get in touch with us. We’ll get back to you as soon as possible, normally within 24 hours.
We use PayPal to process orders, which means that payment is taken when you place your order. If you don’t have a PayPal account you still pay as the service allows payments by Visa or Mastercard too. When we receive your order we’ll check that everything’s OK. If we need to ask you anything, or if there’s a problem, we’ll be in touch straight away. The transaction may appear on your bank or credit card statement as “Black Sheep” or “Black Sheep Bakery” – both are the same thing.
Dispatch & Delivery
Everything is baked fresh and to order. The time it takes to get your order ready depends on what you’ve requested. Decorated sugar cookies take a lot longer to make as they involve rolling, chilling, decorating and drying. We normally dispatch orders within two working days and we will send you an email to let you know your order’s on its way.
If we’re not able to dispatch your order within our normal timescale we’ll email you to ask whether you’d like something different, are prepared to wait a little longer or would like a full refund. Please bear in mind that we don’t bake or send orders on weekends or Bank Holidays.
We will send your order via the method you choose at checkout. Please consider that someone might need to be at home to receive/sign for the delivery. Royal Mail’s standard service can take between two to three working days. If you need your order quicker than this you’ll need to choose a different delivery option. We can’t take responsibility for any delays caused by Royal Mail, but please let us know if there are any problems so we can contact them. Please note, though, that Royal Mail do not class a parcel as “lost” unless it’s still not been delivered after 15 working days. If your parcel has still not arrived after this time, let us know so that we can offer you a choice between a refund or a new parcel being sent.
If you choose to have your order delivered by courier, please bear in mind that deliveries are only made to mainland UK addresses from Monday to Friday. Please don’t choose this option if you live in the Scottish Highlands or on the Isle of Man, Channel Islands, Scilly Isles, Northern Ireland or the Isle of Wight.
Unfortunately there are a few places our courier isn’t able to deliver to. They are: Isle of Man, Channel Islands, Scilly Isles, Northern Ireland, Guernsey, Jersey, Scottish Highlands and Isle of Wight. So, if you’re sending to any of these places and you select ‘next working day courier’ we’ll send your collection out by Royal Mail Special Delivery, which takes one to three working days, depending on the region.
Our products are baked fresh, to order, so we can only accept returns on goods which are sent in error or arrive significantly damaged. The occasional cookie might be broken during transit, but most should be fine. If you do not receive the correct order please contact us straight away so that we can correct the situation quickly. As our cookies and other baked goods are perishable goods (and frequently customised to order) we cannot offer exchanges or refunds under any other circumstances. This policy complies with the requirements of the Distance Selling Regulations 2000.
Unfortunately we’re not able to accept responsibility for return postage costs or parcels that are lost or damaged in transit to us, nor for any other circumstances beyond our control (such as bad weather preventing deliveries), except at our discretion. If returning items, we recommend you use Recorded Delivery or other tracked method of postage.
If you have any problems with an order, please contact us straight away.
Please don’t ask us to pipe words or messages that are or could be offensive, eg racist/sexist/homophobic terms etc because we don’t like that sort of thing. We will email you if we consider any order request to be inappropriate so you can decide whether to amend or cancel your order.
We collect limited information about you in order to process the orders you place. This includes:
- Email address
- Phone number (optional)
Payments to us are made by PayPal. Your bank or credit/debit card details are held by PayPal and are not accessible by us.
Information that we hold about you is held securely and used appropriately, in line with the requirements of the Data Protection Act 1998. We hold your information strictly to complete your order. We promise to never forward or sell your details to any third party. You may opt in to receiving occasional emails from us with news or offers, but you are not obliged to do this and if you do not do this you will not be contacted. If you no longer wish to receive emails from us (other than updates to your orders), just let us know and we will remove you from our mailing list.
If you contact us with a query or comment we will reply to the email address you specify and not use that address for any other purpose. To prevent unauthorised access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.
Copyright and Intellectual Property
The design of this website and its content is © Black Sheep Bakery Ltd, 2013 to date, all rights reserved. No part of this website or any of its contents may be reproduced, copied, modified or adapted without the prior written consent of Black Sheep Bakery Ltd, unless otherwise indicated for stand-alone materials.
You may share this website by any of the following means:
1. Using any of the social media share icons shown on each page (Twitter, Facebook etc).
2. Providing a back-link or the URL of the content you wish to disseminate.
3. You may quote short extracts from the website providing you attribute them to Black Sheep Bakery Ltd and include a link to www.blacksheepbakery.co.uk.
For any other mode of sharing, please contact us via the Contact Us page. Any reasonable request will not be refused.
Commercial use and distribution of the contents of this website is not allowed without express and prior written consent of Black Sheep Bakery Ltd.
Black Sheep Bakery is a legally and fully-registered trademark, number UK00002602708. This means that the company’s name and logo must not be reproduced, copied, modified, passed off or adapted by any individual, organisation or commercial business.
Black Sheep Bakery Ltd is a UK company registered with Companies House under number 7324531. No other UK company, organisation or individual is permitted to trade using this name or any variant thereof.
If you want to contact us, please use the Contact Us page – we aim to respond to most messages within 24 hours.