Frequently Asked Questions
We have listed here the questions that we get asked most frequently. If your question is not answered here, please email the Customer Service Team at firstname.lastname@example.org.
We attend to emails Mon-Fri 9.00am – 4.30pm and endeavour to get back to you within 24 hours (excluding weekends and bank holidays).
Has my order gone through?
If you have placed your order online and have a valid email address on your account, you will receive an Order Confirmation email. This email will detail the items you have ordered and provides a unique order number. Should you have not received an order confirmation email, you may want to check that it is not in your spam/junk folder, and the email address you have registered is your current one.
If you have an account registered with us, you can see your orders by signing into your account. Should you not see your order in the My Orders section and have not received an order confirmation email, it is likely that your order has not been successful. In this case, we suggest you attempt to place your order again or contact the Customer Service Team at email@example.com. Mon-Fri 9.00am – 4.30pm.
How do I amend/cancel my order?
Should you wish to amend or cancel your order, please contact the Customer Services Team at firstname.lastname@example.org as soon as possible. If we have not processed your order for delivery, we will of course be happy to action your request. Unfortunately, we will not be able to amend/cancel your order if it has already been processed for delivery. If it is too late for your order to be cancelled, we will be happy to receive your return in accordance with our No Quibble Guarantee. See Returns & Refunds for more information.
What if an item is damaged, faulty or missing?
My order was over £750, why is it being held?
Orders over £750 in value will be held for further credit checks.
Do you accept Purchase Orders?
We accept Purchase Orders and Order Requisitions if you are a registered Credit Account customer and have an agreed credit facility with us.
For further information on how to open a Credit Account with us, see Credit Account.
Why has my order been cancelled/refunded?
You may receive a refund if any items you have ordered are no longer available. In exceptional circumstances your order may be cancelled if it has not met our Terms and Conditions of Trade criteria. T&Cs.
Can I place an order on the website if I'm a Credit Account customer?
Yes, Credit Account customers are able to place an order online.
Once you have signed into your online credit account, you will be required to quote your Customer Reference Number, Billing Address and Postcode and Purchase Order Number (where this is a requirement of the establishment you are ordering on behalf of), so please have this information to hand when placing your order. When you arrive at check out, you will be able to select the payment method ‘Purchase Order’ and this will process your order with 30 days payment terms.
Delivery & International
When will my order arrive?
The amount of time your order will take to arrive will depend on the speed of service you selected when placing your order. For example…
Working days are Monday-Friday excluding weekends and bank holidays.
Dispatch times may vary according to availability.
For International delivery times, see International.
How do I track my Order?
If you have a valid email address on your account, you'll receive a dispatch confirmation email and invoice email once your order has our Warehouse.
If you have not received this email you may want to check that it is not in your spam/junk folder.
The email will have a clickable link which will take you directly to the carrier’s website to track your parcels journey.
If you have registered on our website you can also sign in and track your parcel via the track this shipment link against the relevant order in the My Orders section.
What are your delivery charges?
Click the link to view all of our Delivery Charges: Delivery
How much delivery charge do I pay if I live overseas?
Click the link to view all International Delivery charges: International.
My country is not on the delivery list?
Please click on the link and follow the instructions: International.
What happens if I am not in when your carrier arrives?
Upon delivery, if nobody is available at your address to receive the parcel and the parcel is too large to post through a letterbox or cannot be left in a safe place, after 3 failed attempts the carrier will return the parcel to us.
Where is my order?
Whilst we aim to deliver your order on time, occasionally delays might occur that are beyond our control.
Before contacting us, please double-check the delivery date on your dispatch email, and if your order has been dispatched on a trackable service, click on the carrier link on your email to check on your parcels journey. You may want to contact the carrier direct using the tracking number shown on your dispatch confirmation email.
If your delivery is late and we haven't been in touch, please contact our Customer Services Team by email at email@example.com
Please Note: Some delivery companies deliver up to 9pm.
Returns & Refunds
What if an item is damaged, faulty or missing?
Claims for damaged, faulty or shortages must be made within 7 days of delivery by contacting our Customer Service Team by email at firstname.lastname@example.org. See Returns & Refunds for more information.
For damaged or faulty items, we may request evidence such as images before issuing a refund or replacement.
What do I do if an item I order is not suitable or not what I expected?
If an item does not meet with your expectations, simply return it to us within 28 days in its original packaging and in a resaleable condition for a full refund or exchange.
Please use the Returns Form enclosed with your order indicating reason for return and whether you prefer a refund or exchange. If you cannot locate the Returns Form, enclose a letter quoting your Customer Reference Number together with your instructions.
We recommend you obtain proof of dispatch when returning items in case they are lost in transit.
Prices & Payments
Do your prices include VAT and what is the procedure for organisations that are exempt from paying VAT?
All our prices include VAT where applicable at the current standard rate, and is shown separately on our invoices.
Organisations exempt from paying VAT are advised to order their goods and pay the VAT, then make their own arrangements to claim it back. We are unable to deduct it for you.
To calculate an EX-VAT price of a product, divide the cost by 1.2.
For further information see VAT.
Where do I enter my promotional code?
Please add your promotional code on the Shopping Basket or Checkout pages in the area provided and click APPLY. If the code is valid, the discount or offer will be applied to your order.
How do I ensure that I get promotional codes?
To ensure you receive our promotional codes and special offers, you’ll need to sign up for our emails on the homepage of our website. That way, you’ll keep up-to-date with everything that is happening in the world of Baker Ross!
Are the 'special offers' listed on the website only available to purchase online?
Yes, products that appear in our Special Offers section on our website are only available for purchase online.
How do I get an invoice?
Invoices are either attached to the dispatch confirmation email or enclosed with your order. In the event that there is no invoice attachment to your dispatch confirmation email and it is not in the parcel, please contact our Customer Service Team by email at email@example.com.
If you are a Credit Account customer, you need to contact our Accounts Department by email at firstname.lastname@example.org.
How do I leave a review of my shopping experience?
We always love to hear from our customers what they think about our products and service.
If you have purchased online you will receive an email invitation from Trustpilot. This email gives you the opportunity to rate and review the products and service we provide.
Do you have a shop?
We do not have a shop at our premises or facilities to receive personal callers. Orders can be placed online or by email, fax, phone or post. See Ways to Order.
How do I opt-out of your catalogue mailing list?
Should you wish to be removed from our catalogue mailing list, please email our Customer Service Team at email@example.com. We will remove you from the catalogue mailing list as soon as you ask, however our catalogues are printed in advance and can take up to 8 weeks for the process to be complete, therefore you may receive one further catalogue.