Please have a read through the following FAQs and if your problem isn’t answered below, feel free to get in touch.
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 £6.95, 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.
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 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 24 hours of your order being delivered. Please ensure to include your order number (found of 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
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 protected]’.
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.
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 – Saturday. Due to restrictions with our courier network we’re unable to deliver seven days a week.
When will my order arrive?
Your 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.
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 [email protected] 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 [email protected]
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.
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 [email protected] and a member of the team will be able to advise.
What happens if i'm not available to receive my order?
If the recipient is not available to receive an order, there are several steps that our inhouse driving team or external courier will take. Firstly, we will attempt to call the number provided. Next, we will attempt to leave the order in a safe space or with a neighbour. Finally, if all of this is unsuccessful, we will fail the delivery and return it to our Battersea bakery, or nearby store. 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.
Please note that any 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’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/cookies made?
Crosstown doughnuts and cookies are made at our owned-and-operated bakery in Battersea, South West London. We are scratch bakers and craft our doughnuts/cookies using the finest ingredients we can find.
Where can I buy Crosstown doughnuts/cookies from?
You can find a full and up-to-date list of our locations and stockist 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 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 [email protected].
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 [email protected].
Do you do gluten free doughnuts/cookies?
Do you have any vegetarian doughnuts/cookies?
Yep, in fact all of our doughnuts/cookies are suitable for vegetarians.
Are any of your doughnuts/cookies vegan?
Can I eat my doughnuts/cookies tomorrow?
Crosstown doughnuts are hand made without preservatives to be eaten on the day of purchase or delivery.
Cookies are best eaten on the day of purchase. However, they can be kept for up to 5 days in an airtight container. Pop them in the oven at 200 degrees until chocolate has melted or microwave for 20 seconds to revive them. They can also be frozen in an air-tight container on the day of purchase and kept for up to 6 months. Allow them to come to room temperature before consuming or heat as above.
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.
Which locations stock Crosstown ice cream?
Can I order ice cream online?
Crosstown Ice Cream is available for delivery across Greater London and Cambridge. You can order ice cream and shakes direct on the Crosstown website here.
Are the chocolate flavours inspired by crosstown doughnuts?
What percentages are the chocolate bars?
Each bar varies in cocoa percentages, please find percentages below.
Almond Brittle – 35%
Dark Chocolate – 72%
Milk Chocolate – 35%
Yuzu Passion Fruit – 72%
Coffee – 50%
Matcha – this flavour is crafted using white chocolate, therefore, carries no cocoa percentage.
Is Crosstown chocolate fairtrade?
Whilst our chocolate doesn’t have a Fairtrade mark, it is ethically and sustainable sourced.
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.
My discount or voucher code is showing as invalid.
Please reach out to [email protected] 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.