Ordering Online – Frequently Asked Questions
Ordering at Christmas
When are your phone lines open over Christmas?
From Monday 18th November until Saturday 21st December our phone lines will be be open from 8.30am until 6.30pm Monday to Friday and from 8.30am until 5pm on Saturdays. Our standard opening hours are 8.30am until 5.30pm Monday to Friday.
What are your last order dates for Christmas?
Our last guaranteed order dates for Christmas deliveries are as follows:
- UK Mainland: Thursday 19th December
- UK Highlands & Islands: Friday 13th December
- EU: Friday 6th December
- Rest of the World: Friday 29th November
Orders will be accepted after these dates but Christmas delivery cannot be guaranteed.
Login / Registration
I've forgotten my password.
Click on 'Login / Register' then select the 'Forgotten Password?' option. Next you'll be asked to enter your email address. We'll then send you an email to the address that you registered with that enables you to reset your password. If no email arrives please check your junk mail and spam filters.
How do I change my password?
Just login to your account from the top of the site and select My Details. Fill in your existing password, then enter and confirm your new password. Click on the Change Password button to finish.
How do I create an account?
At the top of the site, you'll see a link saying 'Login/Register'. Just click on this, then enter your details on the right hand side of the page. You'll be guided through the registration process. If you wish to shop first you'll be guided through registration as you proceed through the checkout.
I can't log in?
Please use the email address you originally registered with remembering that your password is case sensitive.
Do you have an order form I can fill in and post to you?
I can't find the item I'm looking for.
Please check the spelling or wording of the item you're searching for. Sometimes items may no longer be available.
When will an item be back in stock?
We receive regular deliveries from our bakery every week and most items will be in stock within two weeks.
Our Customer Services Team are not able to provide specific dates for when items will be back in stock so please keep checking the site for further information.
At Christmas when an item displays 'Out of Stock' there will not be any more supplies of that item.
When will I receive my order?
Please check your order confirmation email for the expected delivery date. You will receive an email upon despatch of your order. This will allow you to track your order if your order is being delivered by courier or Royal Mail tracked service. If you have missed a delivery attempt please follow the details on the card. If you are still unable to fiind your order please contact our Customer Services Team, see the Contact Us
section of the website for details.
We will attempt delivery to an address and postcode as you enter it. We cannot accept liability for late or failed delivery due to an incorrectly entered address. If you are unsure of an address or postcode please check it using the postcode finder or call our Customer Service Team for assistance.
Can I specify a day or time for my delivery?
Yes, although this facility is not available via our website. If you contact our Customer Services Team 01423 814008 they will be able to help with this request.
Please see the Contact Us
section of our website.
Why hasn't my card been accepted?
It may be that you have not entered the correct billing address for the payment card. The billing address must exactly match the registered address of your credit/debit card. Are all the card details correct including the 3 digit security code from the back of the card?
When will I be charged for my order?
Your card will be charged for the full amount when we despatch your order to you. We will check your card details when you place an order online and you may see this 'pre-authorisation' on your card statement. Such pre-authorisations will naturally expire within about 3-5 days.
When will my card be charged?
When you place an order the payment will be authorised but not debited. We'll only charge your card when your items are sent out.
I haven't received all of my order?
Please check your confirmation email to see if all items were ordered.
What payment cards do you accept?
We accept payment by:
Can I pay by cheque?
Unfortunately we no longer accept cheques however we do accept postal orders. To pay this way please call us on +44 (0)1423 814008. Please note that paying this way takes slightly longer because we can't send your items out until your postal order has cleared.
What exchange rate will be used if I use an overseas credit card?
The exchange rate will be determined by your payment card issuer.
How do I apply an offer code?
Simply type the offer code into the box provided at the top right hand side of the basket and click APPLY CODE to activate it before proceeding to the checkout.
How do I redeem my gift vouchers?
Although gift vouchers cannot presently be redeemed online, you can place your order with our Customer Services Team over the telephone and post the vouchers in to us. Please see the Contact Us
section of our website.
Delivering your Goods
We are only able to send selected products overseas, for further information please contact our Customer Services Team on +44 (0)1423 814008.
How will I know how much I will be charged for delivery?
Delivery charges wil be indicated once you have confirmed your delivery address details.
UK Delivery Charges:
|Gift Vouchers via First Class
|First Class service for tea, coffee and selected chocolates weighing under 1kg
|Tracked courier services
|Tracked service for shipments under 2,000g
|UK Mainland, Highlands & Islands (over 2,000g)
|Northern Ireland & Channel Islands (over 2,000g)
* Up to 20kg in weight to one private address.
Shipping prices are calculated on the packed weight of included items.
Overseas Delivery Charges:
Overseas deliveries vary according to the dimensional size and weight of the parcel and the destination country. You will be given an accurate delivery charge when placing your order on the site after confirming the delivery address details. However, as a guideline parcels weighing less than 2kg can be shipped via Airmail for the following charges:
||Rest of World
|0 - 499g
|500g - 999g
|1000g - 1499g
|1500g - 1999g
Over 2kg courier delivery applies.
How long will my parcel take to arrive?
If shipped via courier you are able to track your order via the email link provided. Delivery is next day to most parts of the UK, Highlands and Islands and Northern Ireland deliveries can take up to 5 days. If shipped via Royal Mail then we are afraid this service is not traceable but should arrive within 2 working days of despatch.
Parcels shipped via Airmail are not traceable or guaranteed. You need to allow up to 3 weeks for a parcel to reach it's destination. This is a very reliable service but it is not guaranteed, in the unlikely event that a parcel shipped via Airmail goes astray we are afraid we are unable to offer any refund or replacement. For a guaranteed service please select the courier option.
What if I am out when you try to deliver?
Deliveries – DPD
The courier will make 2 delivery attempts Monday to Friday and leave a card to advise of any delivery attempt made. The parcel will be held for 48 hours by the courier before being returned to us. You can either contact the courier or us to facilitate delivery of your parcel after a card has been left.
Deliveries – Royal Mail trackable
If you are not available when delivery is attempted, Royal Mail will leave a card at the delivery address confirming that they have tried to deliver. Please follow the instructions on the card to rearrange your delivery or to collect your products.
Can I track my order?
If your order has been shipped via secure courier or Royal Mail trackable service then you will receive an email as the parcel leaves us from which you can track your order through to delivery. We are sorry but deliveries via First Class Royal Mail or Airmail are not trackable.
Can I amend or cancel my order?
This may be possible by contacting our Customer Services Team, see the Contact Us
section of the website for details.
How can I return an item?
In the unlikely event that you are not completely satisfied with a product returns/refunds will be administrated by our Customer Services Team.
Please see the Contact Us section of the website for details
Where do you deliver to?
We are able to deliver to all addresses within the UK, Northern Ireland and Channel Islands.
Do you deliver overseas?
We are able to send selected products overseas. Carriage prices vary for overseas deliveries and restrictions apply to most countries, for further information please contact our Customer Services Team, see the Contact Us
section of the website for details.
Which countries do we ship to?
We are able to ship selected items to the following destinations:
- Czech Republic
- Iceland - £25 customs clearance charge may be applied
- Norway - £25 customs clearance charge may be applied
- San Marino
- Switzerland - £25 customs clearance charge may be applied
- Vatican City
Rest of the World
- Canada – (From November 2010 all parcels over $60.00 CAD in value delivered to Canada by courier will be subject to duty and taxes.)
- Hong Kong
- New Zealand
- South Africa
- United States of America – (FDA charge of $20.75 may be applied)
Bettys cannot be held responsible should local customs authorities confiscate any item or charge any import duty. We have indicated where possible of any charges that we are aware of however this is just a guideline as charges can change daily.
Parcels shipped via courier are trackable from the confirmation email. Delivery times vary from country to country but should arrive within 3-5 working days.
Is VAT charged on deliveries outside the EU?
No. VAT will not be charged on items paid for, and delivered outside of, the EU. When your goods are despatched you'll receive an email detailing the discount. Your payment card will only be charged the discounted total.
Do you deliver to BFPO addresses?
Yes we do, but we can't accept BFPO orders online.
Please call the Bettys sales team on +44 (0)1423 814008 for BFPO orders.
Using our Website
Is it safe to shop on your site?
Absolutely. We protect your details by encrypting them and only storing the information we need to fulfil your order. All transactions are performed in a secure environment which you can check whilst shopping. In Internet Explorer, you will see a padlock icon in the security status bar as soon as you have logged in. The security status bar is located on the right side of the address bar.
If you prefer you can place your order over the telephone with our Customer Services Team, please see the Contact Us
section of our website for details.
Can I use any browser to view Bettys by Post?
For the best viewing experience please use one of the following:
Internet Explorer – version 7 and above
Firefox – version 3.5 and above
Safari – version 4.5 and above
Opera – version 9 and above
What is Bettys policy on privacy and security?