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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 on email@example.com and a member of our team will get in touch with you shortly.
Order before 12pm noon for delivery after 24 hours (for London deliveries from our Shop Online category).
Are there any restrictions when ordering online?
The current situation with COVID-19 has meant that we have to re-adjust where and when we deliver. We require orders to be made by 12pm noon for delivery to specific postscodes with a 24 hours notice period. Please see the Delivery range on the website for delivery only. We have also launched a Nationwide range allowing customers to place orders for delivery of these products anywhere around the UK excluding the islands and highlands. Note that Nationwide products can be shipped as they are non-perishable products. For further details, please click here.
What is your delivery & collection service over Christmas?
For London and Oxford deliveries, visit our Christmas page! We have Yule Logs, Christmas cakes, Hampers, Bundles and more available for delivery. Last day to place website orders for next day is Sunday 20th December. Last day for fulfilling orders for collection is Monday 21st December. Delivery re-opens on Monday 28th December.
Nationwide orders: All orders placed between after the 21st December and before 28th December, we will aim to deliver to you by 30th December. For Nationwide delivery, visit PAUL At Home! We have 2 limited edition baking kits (Cookie Tree Baking Kit and Festive Loaf Baking Kit) available for festive baking at home! We also have a Christmas Hamper, a collection of our new Croissant Loafs or a Festive Pastry Box. Great for a family treat or gift.
Shop closures: Last day for online collection is Monday 21st December (make sure to order by 12 noon on 20th December). All shops reopen for online collection on Monday 28th December. Most shops will remain open over the Christmas period - please see our webpage paul-uk.com/find-a-paul/ for further updates on opening times and which days they will be shut. To see what Christmas Items are available in-stores only, click here to view our Christmas Catalogue.
Can I collect my order from a shop?
What are your delivery charges?
- We deliver across London from our SHOP ONLINE page, including cakes, sweet treats, platters and pastries. We offer a flat £8.95 shipping cost for all deliveries through the week and weekend. Our minimum order for delivery is £20. There is no minimum spend for click & collect.
- From our SHOP ONLINE page where you filter for the Oxford shop, we're delivering to these 9 Oxford postcodes: OX1, OX2, OX3, OX4, OX13, OX14, OX29, OX33, OX44.
- We offer a flat £8.95 shipping cost for all deliveries through the week and weekend. Our minimum order for delivery is £20. There is no minimum spend for click & collect.
- We also have a specific range available for Nationwide Mainland UK delivery! Visit ‘PAUL At Home’ to browse the menu of hampers, gifts and home baking kits which can be delivered to homes across the UK. All Nationwide deliveries have a flat £5.95 shipping cost for delivery to UK mainland destinations. Our minimum order for delivery is £20.
What time can you deliver?
London deliveries from our SHOP ONLINE page, are available Monday to Sunday from 9.00 am and 1pm. Please note, that we aim to deliver within the chosen time slot however we are unable to guarantee a delivery time due to potential road closures or unexpected traffic conditions.
Nationwide deliveries (PAUL At Home), place your order by 12pm for delivery within 48 hours between Monday - Friday. Note for Nationwide, orders placed on Friday after 12pm will be delivered on Tuesday.
What if I want to send the delivery to a different address to my registered address?
Upon check-out, you will be able to either use the registered address or enter a new delivery address.
Do you take card payments?
Yes, we accept all debit or credit cards including AMEX. Payment is also available via PayPal.
Can I order over the phone?
Unfortunately we cannot offer this service but we are more than happy to take enquiries via firstname.lastname@example.org.
What if you don't have my postcode on the list?
Can I order a weekend delivery?
Can I order a delivery outside London?
How far in advance should I place my order?
You can place your order online up to 7 days in advance. We have however reduced our notice period to 24 hours with a cut off time of 12pm noon the day before (for London deliveries from our SHOP ONLINE page). We advise you to place your orders as soon as possible.
My delivery is late, who do I contact?
What if there is something missing or damaged from my delivery?
If any part of your order is found missing or damaged, please contact email@example.com. You may be asked to provide a photo of the damaged items in order for us to process a refund. Upon receipt of your delivery please make all your enquiries within 24 hours, after that we may not be able to process a refund.
How do I set up a corporate account?
Setting up a Corporate account couldn’t be easier: Please click on the corporate account section from our website, download our credit application form, complete and return the form to firstname.lastname@example.org. A credit and details check will be carried out and you will be informed within three working days, from the same authorised email address, whether your application for credit has been successful. *Update* Due to Covid-19, this service is not currently available. Please email email@example.com for corporate enquiries.
Who to contact about your order?
Please see contact details on your order confirmation for you to contact should you have any questions about your PAUL order. If you are ordering from Uber Eats, City Pantry, Deliveroo or Amazon Fresh, please speak to these 3rd parties 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 new PAUL UK App and sign up to get started. The new App replaces the old “La Carte Noire” loyalty card.
We have launched the new PAUL UK App which has replaced the “La Carte Noire” loyalty card scheme. The App will enable you to pay by linking a card to it as well as collecting rewards.
How can I get the new PAUL UK App?
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.
Staying Covid-19 Secure in 2020?
What are your 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 & nutritional information?
The nutritional and allergen content of our products is detailed online on each product’s page.
For further information please contact our dedicated Customer Service team on firstname.lastname@example.org
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. If you are unsure of how long to keep or store your product, please email email@example.com. 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.
Yule Logs and Christmas cakes can be consumed 2 days after purchase and should be stored in the fridge (take them out 15 mins prior to consumption).
Which products contain alcohol?
You can find the nutritional information under the allergen tab at the bottom of each product’s page.
How can I personalise a cake?
We can handwrite a message for you on top of a selection of cakes. This is limited to 35 characters. While ordering, there will be a section where you can enter your message. Due to different finishes and toppings, we offer this service for only a selected range of cakes. To start ordering, click here.
How can I book a table at your restaurant?
*Due to Covid-19 our two Restaurants are currently not open or taking bookings* We have two brasserie-style French restaurants in London offering an all-day dining menu. They are located at our branches in Covent Garden and Tower42/Old Broad Street. Covent Garden is open 7 days a week. Tower 42 is open Monday to Friday only. To make a booking, you can email us at RestaurantBookings@paul-uk.com. Alternatively you can find links to book via Bookatable on our main restaurant pages.
How can I contact the Delivery Service team?
For any enquiries regarding Online Orders & Corporate Accounts (collection or delivery), please contact firstname.lastname@example.org. The email is attended Monday to Friday from 9:00 am to 5:00 pm. We endeavour to respond to all enquiries within 24 to 48 hours. *Due to Covid-19, replies may take a little longer*
Do you offer Student or NHS discount?
We are pleased to offer a student discount exclusively to holders of the NUS Extra Card, and NHS discount for Bluelight Card holders. NUS Extra Card holders receive a 20% discount off their total bill, eat in or take away, in-store only (not online). The discount does not apply to dining at Le Restaurant de PAUL in Covent Garden or Tower 42, or to orders of our catering platters. Present your NUS Extra card or Blue Light cards at the till or before you request your bill to obtain your discount.
What are the terms & conditions for your offers?
Where can I find PAUL UK's gender pay gap information?
Where can I find PAUL UK's Modern Slavery Report information?