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Frequently Asked Questions

Below you will find a list of of our frequently asked questions. If you can't find an answer to your question, please contact us here and a member of our team will get in touch with you shortly.

Online Orders

Order before 12pm noon for next day delivery

  • Are there any restrictions when ordering online?

    We require orders to be made by 12pm noon for next day collection and delivery to specific postcodes. The minimum spend for delivery is £30. There is no minimum spend for collections.

  • Can I collect my order from a PAUL store?

    Yes! Please select the store you would like to collect from at the checkout, you can then choose your required date and time for collection. Please note, timings may vary between stores based on individual opening hours.

  • What are your delivery charges?


    In London we offer two delivery options:

    Standard delivery is £5.95, with this option you can choose morning or afternoon delivery. One-hour delivery slots are £14.95 and these are available every hour between 8am to 5pm. Our last delivery slot is 4pm – 5pm.

    The minimum spend for delivery is £30. There is no minimum spend for collections.

    We deliver to most London postcodes with the standard delivery option. One-hour delivery slots are available to the following postcodes:

    E1, E13, E14, E15, E16, E2, E20, E3, E8, E9, EC1, EC2, EC3, EC4, N1, N5, N7, NW1, NW5, NW6, NW8, SE1, SE10, SE11, SE14, SE15, SE16, SE17, SE3, SE5, SE7, SE8, SW1, SW10, SW11, SW3, SW4, SW5, SW7, SW8, SW9, W1, W10, W11, W12, W14, W2, W8, W9, WC1, WC2.

    To find out if we deliver to you, use our quick and easy postcode checker online.


    In Oxford our shipping fee starts from £5.95, this includes deliveries throughout the week and the weekend.

    We currently deliver to the following Oxford postcodes: OX1, OX2, OX3, OX4, OX13, OX14.

  • What time can you deliver?

    We deliver Monday to Sunday between 8am and 5pm. You can choose morning or afternoon delivery and we also offer one-hour delivery slots to select postcodes.

    We will always try our best to get deliveries to you on time, however, we cannot guarantee your delivery slot due to circumstances beyond our control such as road closures and unexpected traffic conditions.

  • Can I send my order to a different address than my registered address?

    Sure! At checkout, you will be able to use your address for delivery or enter a new delivery address.

  • Which card payments do you accept?

    We accept all debit or credit cards including AMEX. Payment is also available via PayPal and Google Pay.

  • Can I order over the phone?

    Unfortunately, we do not offer this service. If you need any help, please use our contact form here and we will be happy to assist you.

  • What if my postcode isn’t on the list?

    We deliver to most London postcodes, you can use our easy online postcode checker or see a full list of where we deliver to here. If your postcode is not on the list, unfortunately we do not currently offer a delivery service to your area.

  • Can I order a weekend delivery?

    Yes, we deliver on both Saturdays and Sundays, you will find delivery availability at checkout. Please check our delivery service page for more details on this.

  • Can I order a delivery outside London?

    We currently deliver to select Oxford postcodes as well as throughout London. We can deliver to you in Oxford if you live in one of the following postcodes: OX1, OX2, OX3, OX4, OX13, OX14.

  • How far in advance should I place my order?

    You can place your order online for various future dates, simply select your chosen date at checkout. For next day delivery our notice period is 24 hours with a cut-off time of 12pm noon. We advise you to place your orders as soon as possible to avoid disappointment!

  • My delivery is late, who should I contact?

    We are sorry to hear this, please contact us here and we will be happy to help.

  • What if there is something missing or damaged from my delivery?

    If any part of your order is found missing or damaged, please contact us here and we will aim to resolve the situation as quickly as possible. You may be asked to provide a photo of the damaged items for us to process a refund. Upon receipt of your delivery, please make all enquiries within 24 hours, after that we may be unable to process a refund.

  • How do I set up a corporate account?

    Our corporate website is coming soon. Register your interest here and be the first to know about exciting corporate offers, the flexibility to place regular orders for your breakfast, lunch, and business meeting’s needs, and much more!

  • Who can I contact about my order?

    If you require help with your PAUL order, please contact us here. If you are ordering from a third party such as Uber Eats, City Pantry, Deliveroo or Amazon Fresh, please contact them directly if you have an issue with your order.

PAUL UK Loyalty App Programme

  • Does PAUL have a loyalty scheme?

    Yes, we do! Please download the PAUL UK Loyalty App from the Apple App Store or the Google Play Store and join our exclusive loyalty club today! Find out more here.

  • How does the PAUL UK Loyalty App work?

    The PAUL UK Loyalty App replaced the “La Carte Noire” loyalty card scheme. The app is the quickest way to pay at PAUL stores and you can also earn delicious rewards, all with a simple scan of your phone. Find out more here.

  • How can I get the new PAUL UK App?

    You can download the PAUL UK Loyalty App on your mobile phone from both the Google Play Store & Apple App Store. This app is only available in the UK.

  • Do I receive points on my loyalty card from online orders?

    Unfortunately, online orders do not accumulate points on your Loyalty app. At present, you can only earn points through purchases/transactions made in shops.

PAUL EGift Card

  • Where can I buy a PAUL EGift Card?​

    You can purchase a PAUL gift card online. It can them be redeemed online at paul-uk.com

  • Does the PAUL EGift Card have an expiry date?​

    Yes, the gift card will be valid for one year from the purchase date. After this time has passed, we are unable to refund any balance remaining and the card will be invalidated.

  • What will the gift receiver get?​

    The recipient will receive an email with the gift card code, name of the sender, and message.

  • When will the recipient receive their gift card?​

    The PAUL EGift Card is sent instantly, however, please allow up to 24 hours for the gift card to arrive and remember to check junk email boxes before getting in touch.

  • Can the gift card be purchased as part of the basket with other items, or does it have to be a separate order?​

    Yes, the gift card can be purchased online as part of a basket with other items.

  • Does the gift card have to be used in one transaction or can the remainder be saved for the next purchase?​

    No, it does not have to be used in one transaction. Gift cards can be used to pay for all or part of an order.

  • How can I find out the balance of the gift card? ​

    Login to your PAUL online account and choose 'store credit' from the sidebar. This will then show the remaining balance and previous transaction history of any gift card(s).

General Enquiries

  • What are your opening hours?

    Our opening hours vary per store. Please go to Find a PAUL and search for your nearest shop, here you will find the opening hours.

  • Can ingredients be substituted within PAUL's products?

    Unfortunately, due to a high volume of orders, we are currently unable to customise our products. We have a wide selection of meat, fish and vegetarian options.

  • Where can I find your allergens and nutritional information?

    The nutritional and allergen content of our products is detailed online on each product’s page. You will find this just below the product description. If you require further information, please contact us here.

  • How long can I keep your products and where should I store them?

    All our products are freshly baked or prepared on the day, so we recommend that they are consumed within 1 day for optimum quality and freshness. All desserts should be kept refrigerated at all times. Any prepared items such as sandwiches and salads can be kept at room temperature for up to 4 hours. We recommend that you keep them refrigerated if you are unable to consume them within this time frame.

  • Which products contain alcohol?

    You can find out if a product contains alcohol within the nutritional information under the allergen tab at the bottom of each product’s page.

  • How can I personalise a cake?

    We offer free customisation and we can handwrite a message for you on top of a selection of our cakes. Personalisation is limited to 35 characters. When ordering, there will be a section on the product page where you can enter your message if the cake can be personalised. Due to different finishes and toppings, we offer this service for a selected range of cakes.

    View our range of cakes which can be personalised here.

  • How can I contact the Delivery Service team?

    For any online order queries, including delivery or collections, please contact us here. We endeavour to respond to all enquiries within 48 hours.

  • Do you offer Student or NHS discount?

    Yes! We are pleased to offer a student discount exclusively to holders of the NUS Extra Card, and an NHS discount for Blue Light Card holders. NUS Extra Card holders receive a 20% discount off their total bill, eat in or take away, in-store only (not online). Present your NUS Extra card or Blue Light card upon ordering or before you request your bill to obtain your discount.

  • Where can I find PAUL UK's gender pay gap information?

    You can download PAUL UK's Gender Pay Gap Report here.

  • Where can I find PAUL UK's Modern Slavery Report information?

    You can download PAUL UK's Modern Slavery Report here.