Things have changed a little over the last couple of weeks haven’t they! As a result, we’re trying to adapt as best we can and have been inundated with enquiries. Please have a read through the following and if your problem isn’t answered below, feel free to get in touch.
I’m looking for your Crosstown Collective grocery boxes but cant find them.
Firstly, you’ll need to be on our online shop to place an order. Our collective boxes are available for advanced orders only, meaning you will need to select the next available date past today to see them.
Once you’ve selected a date and added your address you’ll be taken to the products page where you can see them along with their prices.
Do you deliver to me?
We have recently expanded our delivery radius for pre-orders only. You’ll only be able to see this wider radius 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?
If you are placing an on-demand order for today, we use a third party courier and pass on their fee to you – Note that as we’re only operating from a small number of stores and this fee is distance based, it may be higher than usual.
Our pre-orders are delivered free.
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 9am and 4pm.
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?
Due to overwhelming demand for orders, we’re making reactive adjustments to our delivery dates and cut off times. We’re a very small team and doing the best we can to process all your orders, with most being available for delivery within 2 days time (subject to change).
If the date is greyed out, this means we’re no longer taking orders for that date.
Please note, we are no longer delivering on Sundays.
Can I alter the contents of my order?
Unfortunately not. Our Food Box initiative is very new and in high demand. 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 address all together.
My order hasn’t arrived
If your order was for today, please allow us time (till at least 3pm) 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 somethings not right.
Please note the fresh produce can vary depending on the suppliers stock levels and may not always be exactly what is illustrated in the image online.
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 ‘email@example.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.
How does it work?
We provide two different ordering options, same-day and advanced orders.
If you place a same-day order, the stock available to you will be reflective of that in your closest/chosen store. You’ll be able to choose a delivery or pickup time of either ASAP or a selection of time windows depending on that store’s trading hours. For delivery of same-day orders, we charge a courier fee, the amount is dependent on distance, driver availability and is charged by our courier partners.
If you place an advanced order, your order will be processed by our HQ and be made to order especially for you. The delivery time available is a much larger window as we do need to accommodate for other customer orders and London traffic. If you’ve chosen to pick-up, your items will be available any time within the store’s opening hours.
What times can I order?
For same-day orders, you can order any time within the dispatch locations current open hours, up to 1 hour before close.
For advanced orders, you can place these no sooner than 30 days before the delivery date. An order can be placed for delivery the following day, any time up until 12pm the day before.
What if there is a problem with my order?
It’s very rare there will be any problems however, if there is any issue, we will contact you on the phone number or email address provided.
I want to add some information to my order
During checkout, you’ll be presented with 3 different areas in which you may add some notes.
Order notes: Anything written here goes to our processing team, you could include things like “Please no items with nuts” or “Pack the vegan doughnuts separately”. If you’re hoping to get a message to the recipient, you’ll need to add gift wrap (see below).
Delivery notes: Anything written here goes directly to our courier partner or driver. You may wish to include things like “Leave with reception” or “Please call the recipient when you arrive and they will meet you”. Please keep in mind that the driver may not always come in direct contact with the recipient.
Gift Ribbon and Note: This will be shown as a tick box which you may select to add this to your order. Once selected you’ll be able to add the text you’d like on the custom note for your recipient.
I’ve forgotten to mention something about my order, how can i get in contact with you?
For any same-day orders, please get in touch with the store your order will be prepared by directly. This information can be found on your receipt.
If you’ve placed an advanced order, you can contact us by emailing firstname.lastname@example.org or calling us on 020 7360 5790. Our office is open Monday to Friday, 9am-6pm so you may receive a slower response on weekends.
What are your delivery times?
If you’ve placed a same day order, delivery should occur within the hour (if you’ve selected ASAP) or within your chosen time slot.
For advanced orders, our delivery window is from 08:00 – 15:00, Monday to Sunday*, however, we may deliver earlier on occasion (if we are able to). London is a very busy place and we have no control over traffic conditions so are unable to provide a more narrow delivery window. If you need an item delivered for a specific time, please contact us and we will do our best to accommodate.
* Please note, these times may change as we navigate the ever changing restrictions due to Covid-19. The current delivery time slot will be indicated on the order page.
Where do you deliver to?
We deliver to most addresses within zones 1-2 of London. To check if your address is within our radius, there is a check at the beginning of the order process that will inform you. Our delivery radius is larger for advanced orders so you may wish to change your date accordingly if you dont fall within it for a same day order.
Can I still get doughnuts if I’m not within your delivery zone?
We may be able to arrange delivery for advanced orders depending on your location. Please contact us prior to placing an order.
How much does delivery cost?
For delivery of same day orders, we charge a courier fee, the amount is dependent on distance, driver availability and is charged by our courier partners, Crosstown takes no commission on this.
For advanced orders, a flat fee of £3.95 is usually applied, however this has currently been waived.
Do I need to be there to accept delivery?
Yes. Where delivery is requested, it is the customer’s responsibility to ensure a complete and correct address is supplied, along with a correct phone number for contact. It is also the customer’s responsibility that there is someone to accept the delivery at the address. Crosstown cannot accept responsibility for late or missing deliveries due to insufficient or incorrect information supplied, or because there is no-one to accept delivery.
If an issue does arise while trying to deliver our courier partner or driver will adhere to the following guidelines:
- Call the contact number provided
- If unable to get through, contact the store in which the items were dispatched, or our head office, and attempt contact with the person who ordered.
- If still unable to locate the recipient, we will endeavour to leave it in a safe place, with a neighbour/co-worker if appropriate, or, bring the items back to the dispatch location. In this instance, the items may either be collected within that locations open hours or redelivered for an additional fee, only on the same day it was originally intended to be delivered.
If our drivers are directed to a loading bay or post room, we cannot accept responsibility for how the doughnuts are handled.
Finally, be advised that as it is a freshly made product, we are unable to re-deliver on any other day than that of the initial delivery date.
What if I need to leave a note about delivery?
If you have any additional information or special requests e.g. ‘Leave with security at front desk’, you will be given the opportunity to add this in during the checkout process. Please do not leave notes to the recipient or gift notes 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 make our doughnuts fresh every single day. 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.
How can I contact you?
Due to the current situation, our team are at full capacity and very busy, please take the time to read the FAQ’s above before getting in touch. You can call us on 020 7360 5790, or email email@example.com.
How can I join the Crosstown team
Please visit our Careers page for information on all current opportunities.
Where can I find your allergen information?
See our Allergen Information page for clarification. 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 firstname.lastname@example.org.
Do you have nutritional information?
Our doughnuts are all made fresh daily 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 email@example.com.
Do you do gluten free doughnuts?
None of our current offerings are gluten free.
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 offer a selection of vegan flavours, with the full, extensive vegan range available exclusively at our Marylebone store and our stalls at Brockley and Victoria Park markets. You can find information on our vegan offering here.
Coconut butter and chia seeds have replaced butter and eggs in the dough, with oat milk, dairy-free dark chocolate and silken tofu being used in the glazes and fillings to achieve similar tastes and textures to Crosstown’s vegetarian doughnut flavours.
The production process has also been amended to avoid cross-contamination between the vegan and vegetarian doughnuts; whilst they are still made in the same bakery, all equipment and surfaces are sterilised before the vegan doughnuts are made and then fried in separate oil.
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.