got questions?

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

NEXT-DAY DELIVERY
(available for Greater London, Bath, Brighton, Bristol, Cambridge, and Oxford)

Do you deliver to me?

We have 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). Next-day orders can be placed for delivery across Greater London, Bath, Brighton, Bristol, Cambridge, and Oxford. If you are not within any of the areas listed, please refer to our national FAQs.

How much is delivery?

Our pre-order delivery fee is £7.50 which covers most of Greater London and the radi surrounding our regional stores. 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 3pm. 

In some instances the recipients phone number will recieve 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 and our regional locations. Store opening times and live stock levels apply.

I need to change something on my order

If you need to change something in your order for tomorrow or future date, please email us at [email protected] with your order reference, the change you’d like to make, and the team will do their best to amend your order for you.

If your order is for same-day, please call our Customer Service team on 020 7360 5790 for assistance. 

Please note it does take our team time to collate orders and organise them into routes for our drivers.

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.

If your delivery date has passed and you’ve still not received your order, please get in touch as soon as possible 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 24 hours of your order being delivered. Please ensure to include your order number (found on the packing slip or your order confirmation) and a photo of any incorrect or damaged items.

What is your delivery process if i'm unavailable to receive my order?

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 the bell / knock on your door, and if you have requested contactless delivery, 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, our driver will attempt to leave the order in a safe space or with a neighbour. If this is unsuccessful, we will fail the delivery and return it to our Battersea bakery, or nearby store.

Please note, orders failed due to recipient absence cannot be reattempted free of charge, so please be mindful that the recipient is available, or adequate delivery instructions are left at the checkout stage of placing your order.

Safe spaces unagreed upon with the sender, are at the discretion of our driver, or external courier partner. If you would not like the order left in a safe space/with a neighbour in event of an unavailable recipient, please state this in the ‘delivery note’ section of your order.

I placed an order but didn’t get a confirmation

Please do a quick search in your inbox and spam folder for emails from ‘[email protected]’.

If there’s still no luck, please email us and make sure you include:

– Your name

– What you ordered / purchase amount

– Delivery postcode or store you wish to collect from

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

Can i customise the flavours included in the box?

Unfortunately for next-day delivery, we’re not able to take flavour requests at this time.  

However, if you are within the same day delivery radii for our London or Regional shops, you’re more than welcome to leave a note at the checkout stage requesting the flavours you’d like. If the team at the store you’re ordering from have the stock, they’re usually more than happy to oblige!

NATIONAL DELIVERY
Which days do you deliver?

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

When will my order arrive/can i choose a delivery time?

Unfortunately, you are not able to choose a delivery time due to restrictions with our external courier partnet. The vast majority of orders arrive before 2pm on the delivery date you selected during the checkout process (also noted on your order confirmation).

On rare occasions, our courier partner experiences delays and your order may arrive the day after you selected. If this is the case, we will be in touch with you to discuss. Tracking can sometimes take a little while to update for us but we do our best to give you the most up-to-date information. You will receive an email on the day your order is collected from our bakery, and another email on the morning of delivery.

CAN I MAKE A CHANGE TO MY ORDER?

Changes can be made to your order up until 2pm, two days before your order is due for delivery, any changes made after then through our external courier partners are at the discretion of the customer.

Nationwide orders can be placed up until 90 days in advance.

How do I place an order?

Click hereenter your postcode, and select your intended delivery date, up to 90 days in advance, press shop now and begin to build your order. 

Please note, nationwide orders can be placed up until 2pm, two days in advance.

How can I track my order?

You will be emailed once your order has been collected by the courier. 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.Please note, orders failed due to recipient absence cannot be reattempted free of charge, so please be mindful that the recipient is available, or adequate delivery instructions are left at the checkout stage of placing your order.

Safe spaces unagreed upon with the sender, are at the discretion of our external courier partner. If you would not like the order left in a safe space/with a neighbour in event of an unavailable recipient, please state this in the ‘delivery note’ section of your order.

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 delivery across some areas of the UK, including parts Scotland and Ireland.

If your address isn’t working, reach out with our Customer Service team and they’ll be able to check if your postcode is available for nationwide delivery.  

My order arrived, but something’s not right

If you’re missing items or not happy with something, please email us within 24 hours of your order being delivered. Please ensure to include your order number (found on the packing slip or your order confirmation) and a photo of any incorrect or damaged items.

Can I customise the flavours included in the box?

Unfortunately, we’re not able to take flavour requests at this time. However, we’re often creating new boxes which include special flavours and combinations.

DOUGHNUTS

Where are Crosstown doughnuts made?

Crosstown doughnuts are handmade every morning, with our signature sourdough dough by hand, all of our jams, compotes, fillings, glazes, and toppings made in-house at Battersea, South West London.

Where can I buy Crosstown doughnuts from?

You can find a full and up-to-date list of our locations, stockist, and conessions on our locations page. We supply our doughnuts to a number of independent cafes, restaurants and concept stores around London, as well as the likes of Planet Organic, 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. 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 [email protected].

Do you have nutritional information?

All of our doughnut vary 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. None of our doughnuts contain any trans fat. If you’d like the nutritional info for our core flavours, please email us on [email protected].

Do you do gluten free doughnuts?

None of our current doughnuts are gluten free. However, we do offer gluten free ice cream options in all grab-and-go ice cream locations and 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 my doughnuts tomorrow?

Crosstown doughnuts are handmade without preservatives to be eaten on the day of purchase or delivery and recommend that they’re kepy at a ambient temperature (not stored in a fridge or warm enviorment)

Should I keep them in the fridge/freezer?

We do not recommend refrigerating or freezing our products, as it can dry out the dough and make them less enjoyable. 

Can I change the selection of doughnuts in my box?
Unfortunately, as we are a small team of scratch bakers working at capacity, we are unable to offer a customisable box selection for pre-ordered delivery or collection orders, at the current time.
However, if you are within our same day delivery radii, and can order on demand, you’re more than welcome to leave a note at the checkout stage requesting the flavours you’d like! This does depend on flavour availability at the time of your order but, if the team at the store you’re ordering from have the stock, they’re usually more than happy to oblige!
ICE CREAM
Which locations stock Crosstown ice cream?

Crosstown ice cream is available in 120ml and 500ml pots, alongside shakes at grab-and-go locations.

You can find our Scoop Bars at Crosstown Battersea Power Station, Greenwich, Canary Wharf, Cambridge, Oxford, and Bristol. 

Can I order ice cream online?

Crosstown ice cream is available for same-day delivery or in-store collection across across Greater London, Bath, Bristol, Brighton, Cambridge, and Oxford.

Order shakes featuring our small-batch ice cream for same-day delivery or in-store collection across London and our regional locations.

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.

MERCH
Where can I buy Crosstown merchandise?

Crosstown merchandise is available for delivery across England, Wales and lowland Scotland. Order online here.

How do I return Crosstown merchandise?

If you are not 100% satisfied with a piece of Crosstown merchandise, you can make a return within 14 days of receiving your order. To make a return, please download and print our returns form (available here) and follow the instructions.

All returns must be made via post, we are unable to accept returns in-store.

OTHER

My discount or voucher code is showing as invalid.

Please reach out to  with the voucher or discount code that you have, and a member of our team will make sure that it is active in our online system and still within the allotted expiry time.

Unfortunately, we are unable to extend the expiry date of our voucher or discount codes, so please be sure to use yours before the provided expiry date.

Can I use two discount codes at once?

Unfortunately, only one discount code can be used per order, and cannot be applied in conjunction with a gift or feedback voucher.

Which stores are open for eat in or takeaway?
Currently all of our stores have an eat in, or takeaway option. Some even have both!
To read about all of the physical sits that we have across Greater London, and our Regional locations, please view here.
What are your Customer Service hours, and how can I reach you?
Our Customer Service hours are 9am-3pm, Monday to Sunday. We are best reached through the email address; [email protected], or phone line; 020 7360 5790.
We will do our best to get back to you as soon as possible, but please note that we are a small team, so need to prioritise same or next day enquiries, when necessary.
Still need help? Send us a message!

For any other questions, please write us at [email protected]
or call us on 020 7360 5790