Shipping policy

Delivery

We will take reasonable steps to deliver your order within the estimated timeframe stated in your order confirmation or otherwise agreed with you in writing. However, delivery times are estimates only and cannot be guaranteed, as delays may occasionally occur due to circumstances outside our control.

If we become aware of an unexpected delay, we will do our best to inform you as soon as possible. Estimated delivery windows are generally 1–2 days, depending on the destination and service selected.

Delivery Terms

1. Courier responsibility

We are not liable for delivery issues caused by DHL Express, including delays, damage or loss in transit. However, we will make reasonable efforts to understand any issue and support you where possible.

2. Delivery notifications

DHL Express may provide delivery updates by email, SMS or tracking link. It is your responsibility to ensure that the contact details you provide at checkout are accurate so that you can receive these notifications.

3. Availability at delivery

You are responsible for ensuring that someone is available to receive the order at the delivery address, where required. If no one is available, DHL Express may leave the parcel in a safe place, with a neighbour, or follow any delivery instructions provided, where this is possible and appropriate.

If you are not available on the selected delivery date and the parcel cannot be delivered successfully, we cannot offer a refund on perishable goods.

4. Incorrect address details

It is your responsibility to ensure that all delivery details are entered correctly before placing your order. We are not liable for failed delivery, delay, loss or additional costs resulting from incorrect or incomplete address information.

5. Damaged parcels

If your parcel arrives damaged and you would like us to investigate with DHL Express on your behalf, we may require clear photographs of:

  • the damaged product
  • the outer packaging
  • the shipping label

These images help us assess the issue and raise it properly with the courier.

Delivery Instructions

DHL Express may offer options through the tracking link to manage your delivery. Because our doughnuts are perishable, we recommend only using delivery requests that do not delay the parcel.

Suitable delivery requests may include:

  • leaving the parcel in a safe place
  • leaving the parcel with a neighbour
  • adding clear delivery instructions for the driver
  • requesting a call upon arrival, where available

Requests such as changing the delivery date, changing the address after dispatch, redirecting to a collection point, or making other amendments may result in delays. As our products are perishable, any such changes are made at your own risk.

If your parcel is delayed, spoiled or disposed of because delivery instructions were changed after dispatch, we are not liable for this.

Collection

Where collection is offered, you may collect your products from us directly or arrange for a courier to collect them on your behalf. If we arrange a courier collection for you, an additional charge may apply and will be confirmed in advance.

Delivery or collection is considered complete when:

  • you collect the products from us, or
  • the products are delivered to the address you provided, or
  • we notify you that the products are ready for collection

Perishable Goods and Returns

Important: Our return policy does not apply to perishable goods, including our doughnut gift boxes.

If your doughnut gift box arrives in an unsatisfactory condition, for example if it has been damaged during transport, please contact our customer service team at hello@doughnuttime.co.uk and we will work with you to find a suitable solution.

We do not guarantee specific delivery dates, as these are outside of our control. For delivery issues, please contact DHL Express directly using your tracking number. Our customer support team is also happy to assist where possible.