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Frequently Asked Questions


We have listed here the questions that we get asked most frequently. Click on the relevant question to see the answer. If your question is not answered here, please contact us.
Q. What do I do if an item I order is not suitable or not what I expected?
Q. How will I know if something is out of stock?
Q. How soon can you get my order to me?
Q. Will I have to sign for my parcel?
Q. What happens if I am not in when your carrier arrives?
Q. What are your delivery charges for the Channel Islands?
Q. What are your delivery charges for B.F.P.O. customers?
Q. What are your delivery charges for UK Non-Mainland postcodes?
Q. How much delivery charge do I pay if I live overseas?
Q. Do your prices include VAT and what is your procedure for organisations that are exempt from paying VAT?
Q. Are the 'special offers' listed on the website only available to purchase online?
Q. When placing my order over the internet, how will I know if it has gone through correctly?
Q. What should I do if I experience problems on the website?
Q. How am I able to track the order I have just placed?
Q. Will I be able to amend my web order once it has been submitted?
Q. Can I place an order on the website if I'm a credit account customer?

Q. What do I do if an item I order is not suitable or not what I expected?
A. Simply return the item to us within 28 days and we will give you a refund of the goods value or exchange it for you. Items should be in their original packaging and in resalable condition. Please include the Returns Form sent with your order and state why you are returning the item and whether you would like a refund or an exchange. If you are requesting an exchange, state the product code of the item you wish to receive. We recommend that you obtain proof of despatch when returning items in case they get lost.
If you can not find your Returns Form then please enclose a letter quoting your Customer Reference Number to ensure that we are able to carry out your instructions or contact you in the event of any query.

Q. How will I know if something is out of stock? 
A. A message will appear on the product details page explaining that the item is out of stock. Where possible we'll also give an approximate date when we expect to receive more stock of that item.

Q. How soon can you get my order to me? 
A. Standard Delivery Service - If you order using our Standard UK Mainland service, we aim to deliver to you within 5 working days:
  • Orders under £50: Standard delivery will cost £2.99.
  • Standard delivery is FREE if you order over £50.

  • Delivery to Northern Ireland and UK non-mainland addresses takes up to 7 working days:
  • Orders under £40: delivery is just £3.95.
  • Orders between £40 and £75: delivery will cost £5.95.
  • Orders over £75: delivery is £3.00 only.

  • 2 Working Day Priority Delivery Service - Delivery service costs £3.95 irrespective of order value. 2 Working Day delivery is not available to Northern Ireland or UK Islands.
    NB: Orders placed after 1pm are regarded as received by us on the following working day (Mon-Fri).

    Next Working Day Delivery Service - Delivery service costs £4.95 irrespective of order value. Next Working Day delivery is not available to Northern Ireland or UK Islands.
    NB: Orders placed after 1pm are regarded as received by us on the following working day (Mon-Fri).

    BFPO - click here & Overseas - click here .


    Q. Will I have to sign for my parcel?
    A. Yes. The carrier will not leave a parcel without a signature. This is for your and our security. Please make sure that you give a DAYTIME delivery address as our carriers generally deliver anytime between 8am and 7pm Monday to Friday. 

    Q. What happens if I am not in when your carrier arrives?
    A. Our carrier will leave a card indicating the day and time they attempted delivery. The card will advise what has happened to the consignment and give contact details, along with a reference number, so that you may make alternative delivery arrangements. Our carriers only make two delivery attempts; after the second attempt the consignment will be returned to us. 

    Q. What are your delivery charges for the Channel Islands? 
    A. Carriage to the Channel Islands costs £8.95 per order and takes up to 7 working days. Delivery is only £5.00 when you order over £75. Unfortunately we are unable to offer Next Working Day delivery service to the Channel Islands. (Channel Islands pay no VAT.)

    Q. What are your delivery charges for B.F.P.O. customers? 
    A. Postage for B.F.P.O. customers costs £9.95 and takes up to 10 working days (£6.00 only if you order over £75). Unfortunately we are unable to offer Next Working Day delivery service to B.F.P.O. addresses.

    Q. What are your delivery charges for UK Non-Mainland postcodes?
    A. UK Non-Mainland areas include Northern Ireland, Scottish Islands, the Isles of Scilly and the Isle of Man. Delivery may take up to 7 working days. Unfortunately we are unable to offer a Next Working Day delivery service to UK Non-Mainland postcodes.
    Further to recent negotiations with our carriers, delivery charges to these destinations have been reduced and now cost:
  • Orders under £40: delivery is just £3.95.
  • Orders between £40 and £75: delivery will cost £6.95.
  • Orders over £75: delivery is £3.00 only.


  • Q. How much delivery charge do I pay if I live overseas? 
    A. The delivery charge for orders going outside the United Kingdom depends on the weight of your order. This will be calculated automatically once you have completed your basket for those countries in the EU listed in the Zones shown under Delivery – International. Please note we DO NOT deliver to the USA or Canada and we are unable to deliver to PO Boxes. Our 24 hr delivery service is not available for delivery to overseas/international destinations.
    Although we can deliver to most other destinations, we do not have a standard set of delivery charges as these can vary. Please refer to the Other International Destinations procedures shown under Delivery – International.

    Q. Do your prices include VAT and what is your procedure for organisations that are exempt from paying VAT? 
    A. Yes, all our prices include VAT where applicable. Organisations exempted from paying VAT are advised to order their goods and pay the VAT and then should make their own arrangements to claim it back. We are unable to deduct it for you. Channel Islands pay no VAT. 

    Q. Are the 'special offers' listed on the website only available to purchase online? 
    A. Yes. A product that appears in the 'special offers' section is only available at the displayed price when purchased online. From time to time we also offer additional discounts for purchases online. 

    Q. When placing my order over the internet, how will I know if it has gone through correctly?
    A. You should receive an email confirmation with your unique order reference number within 24 hours of your order. If, for any reason you don't receive an email confirmation from us and need re-assurance, you may want to contact our Customer Services Department either by telephone: 0344 576 8933, or alternatively by email: enquiry@bakerross.co.uk and we will be able to confirm the status of your order, and advise you accordingly. 

    Q. What should I do if I experience problems on the website? 
    A. If you encounter any problems via our website which you feel we need to be made aware of, you should contact our Customer Services Department immediately by telephone: 0344 576 8933, or alternatively by email: enquiry@bakerross.co.uk, stating what the actual problem is, and where on the website this occurs. We will investigate the problem as soon as possible and advise you accordingly. 

    Q. How am I able to track the order I have just placed? 
    A. If you have placed an order via our website you can simply check the status of your order by signing in via 'Your Account' link at the top of the screen. You will then be able to access your account details and view any previous or current orders you have placed by clicking on 'Your Previous Orders'. If the status of your parcel shows "Despatched" click on 'Track' next to the consignment number to be taken to the couriers website where you will be able to view the current status of your delivery. 

    Q. Will I be able to amend my web order once it has been submitted? 
    A. You will need to immediately contact our Customer Services Department either by telephone: 0344 576 8933, or alternatively by email: enquiry@bakerross.co.uk, they should be able to action your request, unless the order has already been despatched. 

    Q. Can I place an order on the website if I'm a credit account customer? 
    A. Yes! If you already have a credit account with Baker Ross you can use your credit facilities to order from our web site. You will need to register online. Please ensure that the Contact Details, Customer Reference Number and Postcode or E-mail address you use match the details included in the Account Acceptance letter we sent you when your application was approved. If you register successfully your online account will be allocated the same Customer Reference Number as the account with credit facilities. At checkout you will see a new 'Pay by account' payment option. An official purchase order number can be entered for your reference in the "Purchase Order Number" field. Please remember though to keep within your available credit as orders will not be despatched if your credit limit is exceeded.