Crosstown Doughnuts

020 7360 5790

hello@crosstowndoughnuts.com

£3.95 Lower Mall, Level -2 64 Jubilee Place, E14 5NY
3.95
£3.95 Lower Mall, Level -2 64 Jubilee Place, E14 5NY 020 7360 5790

GOT QUESTIONS?

Please have a read through the following FAQs and if your problem isn’t answered below, feel free to get in touch.

LONDON DELIVERY
Do you deliver to me?

We have recently expanded our delivery area for pre-orders only. You’ll only be able to see this wider area if you have selected a future date (not today).

You can also view our area here or jump online to our order page and enter your postcode to check.

How much is delivery?

Our pre-order delivery fee is £3.95, which covers most of Greater London. If you are placing an on-demand order for today, we use a third party courier and pass on their fee to you.

What time will my order arrive?

With the high volume of orders, we aren’t able to specify specific delivery times, however do find that, usually, most orders are delivered between 7am and 7pm.

In some instances you may receive a text message to the number provided on the order when our driver is on their way.

I can’t enter my address properly

If you’re experiencing some trouble adding in your address, you can try typing the street name rather than just the postcode. If this still doesn’t work, please enter the closest address that matches yours, then during checkout add your correct address in the delivery notes section.

When can I get my order?

We’re now accepting orders 24/7!

Pre-Orders: for the full range of products, place your order by midnight for next day delivery directly from our bakery.

Same-day Orders: fulfilled directly from our stores across London. Store opening times and live stock levels apply.

Can I alter the contents of my order?

Unfortunately not. With such a small team working at full capacity, we don’t have the systems in place to allow changes to either these boxes or any of our doughnut boxes.

If you have an allergy, please consider if the product you are purchasing is right for you as we are unable to make any amendments at this time.

I need to change something on my order

If your order is due for delivery today or tomorrow, please contact us via our online chat so we can get your request looked into as soon as possible.

If your order is for another day, please email us and be sure to include: Your order number, name and what you need changed.

Please note it does take our team time to collate orders and organise them into routes for our drivers, so while we can tweak your address to add missing parts – we may not be able to change the

My order hasn’t arrived

If your order was for today, please allow us time (till at least 7pm) to deliver it before getting in touch – We’ve been overwhelmed with orders so our delivery team are working around the clock to get these to you.

If your delivery date has passed and you’ve still not received your order, please get in touch as soon as possible via our online chat or by email. Be sure to include: Your order number and what items were missing.

My order arrived, but something’s not right

If you’re missing items or not happy with something, please email us within 5 days of your order being delivered and be sure to include your order number.

What is your delivery process?

If you have placed a pre-order with us, we will always provide contactless delivery.

Our same day on-demand orders are delivered by a third party courier who have their own delivery policies outside our control.

Our pre-orders are delivered by our own Crosstown fleet, process is as follows:

1. Our Crosstown drivers will ring bell / knock on your door, place the box on the ground outside your door and stand back for you to collect.

2. If there is no answer, the driver will call the number provided on the order.

3. If there is still no answer, the driver will leave your items at the door and leave a voicemail or txt explaining where your order was left.

Please note, our drivers are very busy and are unable to re-attempt delivery at a later time.

I placed an order but didn’t get a confirmation

Every now and then emails somehow find their way into the abyss. Firstly, please do a quick search in your inbox and spam folder for emails from ‘orders@slerp.com’.

If there’s still no joy, simply email us and make sure you include:

– Your Name

– What you ordered / purchase amount

– Last 4 digits of the card you paid with

This will help us locate your order quickly and check if it has gone through or not.

When will you reply to my enquiry?

Our Customer Service team are available 10am-6pm, Monday to Saturday, and we will get back to your email within 48 hours.

NATIONAL DELIVERY
Do you offer vegan sourdough doughnuts?

Yes! You can now order vegan sourdough doughnuts for delivery across England, Wales and Lowland Scotland.

Which days do you deliver?

We’re delivering next day across most of the UK from Tuesday – Friday. Due to restrictions with our courier network we’re unable to deliver seven days a week.

When will my order arrive?

The vast majority of orders placed for delivery outside of London are delivered next day. On the very rare occasion, your order may take two days to arrive. You should receive an email on the day your order is collected from our bakery and another email the morning of delivery.

How long will my doughnuts stay fresh?

We advise eating the doughnuts on the day that you receive your order.

How should I store my doughnuts?

Keep your doughnuts out of direct sunlight at an ambient room temperature, not in the fridge or freezer.

How do I place an order?

Click here and select our national delivery service. Enter your address and follow the instructions to place an order.

How can I track my order?

You will be emailed once your order has been collected by the courier (usually the day before delivery). You will then receive an email with a delivery window on the day of delivery.

What happens if nobody is in to receive the delivery?

The courier will do their best to leave the parcel in a safe place, such as in a porch or behind something out of sight. If that’s not possible, the driver will take the parcel with them. If they’re contacted shortly after the attempted delivery, there is a chance they will be able to redeliver. However, there is no guarantee. To arrange a redelivery, you will need to follow the instructions emailed to you or contact our customer service team.

I’ve entered my postcode and it says you don’t deliver to me

Whilst we’re covering most of the UK, our national delivery service does not offer next day delivery across some areas of the UK, including parts Scotland and Ireland. If your address isn’t working, check our delivery map here. If you’re inside our delivery area and still having issues, get in touch with our team via email or live chat.

My doughnuts are damaged/missing/incorrect

We have been working hard on our packaging to ensure we can deliver across the UK in the best way possible. Please contact customerservice@crosstowndoughnuts.com on the same day of your delivery if there is an issue with your products. This is very important for us to resolve the issue. Please provide your order number along with as many details as possible about the issue you’ve experienced, including photos of the product and/or packaging. This will help us to improve our service and ensure safe and delicious deliveries every time.

Can I choose a delivery time?

Unfortunately, you are not able to choose a delivery time. Most orders are delivered before 2pm.

What are the delivery drivers doing to keep my order Covid-safe/are they practicing good hygiene?

Crosstown doughnuts are packaged up in our bakery under strict hygiene conditions. We’ve battle tested our packaging to ensure your doughnuts will arrive safely. However, if the box looks as if it’s been tampered with, please contact our team on customerservice@crosstowndoughnuts.com.

Can I customise the flavours included in the box?

Unfortunately, we’re not able to take flavour requests at this time. We hope to expand our national delivery menu as we find our feet.

Reporting wrong/missing items – how long will a re-delivery take?

If something is missing from your order, please take a photo and email it to our team at customerservice@crosstowndoughnuts.com and a member of the team will be able to advise.

DOUGHNUTS
I’m looking for your Crosstown Collective grocery boxes but cant find them

The Crosstown Collective has now come to an end. It has been an enormous success and we cannot thank you enough for supporting The Collective and enabling our partners and ourselves to keep so many of our amazing staff working.

Which locations are open for takeaway?

You can find the details of our locations which are open for takeaway and pre-order collection on our locations page here.

Where are Crosstown doughnuts made?

Crosstown doughnuts are made at our owned-and-operated bakery in Battersea, South West London. We are scratch bakers and craft our doughnuts using the finest ingredients we can find. Read more about us here.

Where can I buy Crosstown doughnuts from?

You can find a full and up-to-date list of our locations and stockist on out locations page. We supply a number of independent cafes, restaurants and concept stores around London, as well as the likes of Air New Zealand, Whole Foods Market and Harrods. Keep up to date on where you can find us by visiting our locations page.

Where can I find your allergen information?

Click here to see our allergen Information page. Our Peanut Butter Berry contains peanuts, while other seasonal or one-off flavours may contain nuts or peanuts.

All of our doughnuts are produced in the same bakery. We take all responsible measures to reduce cross-contamination, however we cannot guarantee the absence of any allergen in the product. If you require a specific ingredients list, this can be obtained from us by emailing hello@crosstowndoughnuts.com.

Do you have nutritional information?

Crosstown doughnuts are crafted by hand using the best ingredients we can find. With the varied sizes and weights that come with artisan products, we’re unable to provide solid nutritional information. Our hybrid sourdough has less fat absorption when deep-fried due to the stronger crumb. All of our fillings, jams, toppings and glazes are made in-house from scratch. None of our doughnuts contain any trans fat. If you’d like the nutritional info for our core flavours, please email us on hello@crosstowndoughnuts.com.

Do you do gluten free doughnuts?
None of our current doughnuts are gluten free. However, we do offer gluten free ice cream in all locations with gluten free cones in our scoop bars.
Do you have any vegetarian doughnuts?

Yep, in fact all of our doughnuts are suitable for vegetarians.

Are any of your doughnuts vegan?
All Crosstown stores and markets offer our range of vegan flavours. Our Marylebone store is vegan-exclusive. You can find information on our vegan offering here.
Can I eat them tomorrow?

All our doughnuts are hand made fresh every day and have no preservatives, so we highly recommend eating them on the day purchased.

Should I keep them in the fridge?

Surprisingly not. The doughnuts should be kept ambient (room temp) as refrigerating them can cause the doughnuts to dry out. As per above, they are best consumed on the day of purchase.

ICE CREAM
Which locations stock Crosstown ice cream?

Crosstown Shoreditch, Greenwich and Canary Wharf feature Scoop Bars where you can enjoy ice cream in cones and pots, alongside shakes and affogatos. A number of other locations stock grab-and-go pots and 500ml tubs. Click here to find your nearest location.

Can I order ice cream online?

You can order ice cream and shakes direct on the Crosstown website here.

Are Crosstown ice creams vegan or gluten-free?

We have a selection of ice creams, toppings and shakes which are vegan and gluten-free! You can filter our menu for vegan options here and view our allergen information here.

Which locations are open for takeaway?

You can find the details of our locations which are open for takeaway and pre-order collection on our locations page here.

Still need help? Send us a message!

For any other questions, please write us at customerservice@crosstowndoughnuts.com
or call us on 020 7360 5790