ORDER INFORMATION

General order information

Pickup is from our kitchen in Hackney from 12pm Tuesday - Saturday (we close on Sunday & Monday). The address to pickup from is Unit C001 Lighthouse Studios, 89A Shacklewell Lane, E8 2EB. The nearest stations are Dalston Junction and Dalston Kingsland (both on the overground line). 

Delivery is via same-day courier between 12-5pm Tuesday - Saturday (we close on Sunday & Monday) and is £10 to E5, E8, E9, N16 and £15 to E1, E2, E3, N1, EC1, WC and W1.

If you’d like to place an order for delivery to an alternative postcode within London, please email orders@vickysdonuts.com to see if we can do it. 

Online orders

All orders are dependent on availability. If your requested date and time for pickup or delivery is unavailable, we'll call or email within 24 hours from when the order was made to either to arrange a different time or to give you a full refund. We realise it's super annoying that availability is limited but we're still a tiny new business so please bear with us while we put in plans to expand! 

If donuts from the menu are ordered in error to an unavailable postcode or within less than 7 days notice, an automatic partial refund (minus credit card fees) will be issued within 24 hours from when the order took place and we will contact you to let you know.

If you need to change the date or details of your order or cancel it altogether please contact us as far in advance as possible. We will always be as accommodating as we can if you need to change or postpone an order but please bear in mind that we may have had to turn away other customers to fulfil your booking for a particular date so refunds/changes are not always possible. For a full run-down on our terms and conditions please see below.

Online orders cancelled by the customer within less than 7 days of the order date will not be entitled to a refund (although credit notes may still be provided at our discretion). 

Custom orders

If you need to change the date or details of your order or cancel it altogether please contact us as far in advance as possible. We will always be as accommodating as we can if you need to change or postpone an order but please bear in mind that we may have had to turn away other customers to fulfil your booking for a particular date so refunds/changes are not always possible. For a full run-down on our terms and conditions please see below.

Customers who have booked and received an invoice from Vicky's Donuts are entitled to a full refund on the order total for cancellations made 28 days or more in advance of the order date and a 50% refund for orders cancelled within 14-27 days of the order date. Orders cancelled within 14 days of delivery/collection will not be entitled to a refund (although credit notes may still be given at our discretion).

Payment is needed to confirm orders and until payment is received your order cannot be guaranteed. For orders booked via an invoice, pro forma payment is strongly recommended, and we reserve the right to cancel any order still awaiting payment on the delivery date. Issuance and receipt of your invoice is taken as confirmation of your order and because we may have had to turn away other clients and start preparations for your order, invoices will remain payable in the event of cancellation or postponement.

GENERAL TERMS AND CONDITIONS

By ordering from Vicky’s Donuts, you agree to the following terms and conditions:

When choosing delivery, please ensure that someone is there to receive it. We cannot accept responsibility for incorrect address details or if no one is there to accept. If choosing delivery to an office, flat or building with a mailroom/courier point/reception please note that Vicky’s Donuts cannot accept any liability for the treatment of your order or mishandling once a delivery has been made. All our drivers are instructed in the correct handling of the donuts and will always pass this information on to the person signing for your donuts but once a delivery has been safely received and signed for we cannot accept liability for their subsequent handling.

Deliveries are made by hand on the date specified in your order between 12pm - 5pm. All deliveries are undertaken by Vicky’s Donuts or our couriers. Please ensure someone is available at the delivery address on the day of your order; if there is no-one on hand to receive the donuts, we will do our very best to leave them in a safe place (with a neighbour, receptionist, caretaker etc.) but we cannot keep hold of the donuts for re-delivery and they will be left at the address you have given us. 

All donuts are made to order and we do not accept returns. Refunds or a replacement order to the same value will only be given in the event that you receive the incorrect product or if the donuts are of unsatisfactory quality. Should this be the case, or if you are in any way unsatisfied with the condition or quality of your donuts upon their arrival you must contact us within 24 hours of receipt. Vicky’s Donuts cannot accept liability for any complaints made after this time. 

We reserve the right to use photographs of orders we prepare on our website, blog, Instagram pages, Twitter pages and Facebook pages. If you would like to specifically request that we do not use pictures of your order, or that we provide you with a picture of your order we will usually be happy to do so but you must let us know at the time of ordering.