ONLINE SHOP TERMS & CONDITIONS

Thank you so much for choosing to shop online with us. We look forward to receiving your order, but before placing it please make sure to read our terms & conditions below:

GENERAL

  • We require 3 days' notice by 11am for all online orders to be processed as per our shop page online ordering rules. So for example if you would like an order for Saturday you should book by 11am Wednesday. Orders sent passed the deadline for the chosen date might be cancelled or allocated to the next available date.

  • Special days of the year like Christmas and Easter we might require more advance notice - this will be notified in the shop online pages.

  • If you miss the deadline you can still call our shop and place an order over the phone for collection (dependent on product availability). Please note that orders for delivery are not available over the phone. For our shop opening hours please visit our contact page.

PROCESSING ORDERS​

  • Please note that unfortunately our website cannot stop you from booking passed the deadline, choosing the wrong delivery fee or not reaching the minimum order. Unfortunately the platform we use does not support these features.

  • If we encounter any problems with your order we will try to call you as soon as possible. If we cannot get through to you over the phone we will leave you a message and email you.

  • At checkout you will be able to choose your delivery zone and fee. If the incorrect delivery zone is chosen we will contact you with a link for the difference to be paid. If it is us that owe you the difference we will send you a refund.

  • If your order falls below the minimum amount required for your delivery zone (as this is not an automatic feature as explained above) we will try to contact you and propose to add items to your order or change to collection in store. If you choose to collect we will refund you the delivery fee. If we cannot get in touch with you either over the phone or via email we will have to postpone or cancel your order. 

  • If extra payment is necessary to process your order (for additional items and/or delivery fee) we will not be able to confirm the order until payment is settled. In case payment is not received within 2 days prior to collection or delivery, we will have to postpone or cancel your order.

  • Unfortunately our website does not have a supportive feature for standing orders, or placing orders for different dates within the same order. If you require orders for different dates please enter them separately. We are sorry for the inconvenience. 

COLLECTION

  • An email confirming that your order will be ready for collection will be sent the day prior collection, usually in the morning or early afternoon.

  • Your order will normally be ready for collection from 7:30am to 3pm Monday to Saturday and from 8:00 to 3pm on Sundays.

  • On busy days such as Saturdays we might still be putting together the orders for collection if you arrive early. We apologise for the inconvenience and will endeavour to serve you as quickly as possible.

  • Please check that all items are given to you before leaving the store. Mistakes, although not common, can sometimes happen.

DELIVERY

  • An email confirming delivery of your order will be sent the day prior delivery, usually in the morning or afternoon - however in certain occasions this might be sent in the evening.

  • Your order will normally be delivered between 8am and 12:30pm. Unfortunately we cannot guarantee an exact time of delivery and on busy days, depending on your area, we may go over this time. We apologise in advance for any inconvenience.

  • Deliveries in the North Oxford Area (Jericho, Park Town, Summertown, Sunnymead and Wolvercote) are usually done by our friendly bikers during their holidays.

  • Deliveries to all other areas, and where delicate cakes are involved or heavy flour bags for example, are done by our friendly van driver.

  • Bikers and van drivers are employed or contracted by Gatineau. We don't currently use external delivery services, however should this change we will inform our customers. Please also note that we are a small business and only have one van for deliveries.

  • Please check that all items are delivered to you when receiving them. Mistakes, although not common, can sometimes happen.

RETURNS & REFUNDS

  • Any missing items or problems with your order should be reported to us via email on the same day of collection or delivery, ideally within an hour. We will do our best to solve the problem as soon as possible. If you don't get a reply from us on the same morning you can also give us a call. It is important, however, that we receive a written notice of the problem.

  • As our products are mostly fresh products, returns will only be accepted on the same day. If you cannot come to our shop please get in touch with us via email showing us a picture of what seems to be the problem and we will get back to you as soon as possible. Please also provide us with the best telephone number to contact you.

  • Cancelations are only accepted with a minimum of 3 days’ notice of your order by 11am. No refunds will be given on orders cancelled with less than 3 days’ notice by 11am.

  • No refund will be given if we are not able to deliver to you in case no one is at home to receive the order. We will try calling you at time of delivery and if this also fails, our driver will bring your order to our shop where it can be collected by 3pm.

 

LOOKING AFTER YOUR PRODUCTS

  • Gatineau has two production kitchens - one at our Summertown shop and one at Station Fields Industrial State in Kidlington. All Gatineau products are made fresh daily using high quality ingredients. In addition, our bread and viennoiserie are made without the use of nasty conservatives or additives.

  • Keep your bread in the plastic bag or paper bag it comes in, and for keeping it fresh for longer consider storing it inside a second bag or bread bin. If you don't have a bread bin you can also use a pot with lid. Our breads are also really good for freezing and refreshed in the oven or toaster when needed.

  • The same goes for our viennoiserie, although we would not recommend to freeze any made with cream like the brioche vanilla or almond croissant.

  • For best results all bread and viennoiserie products should be consumed on the same day.

  • Most of our cakes are traditional French patisserie which means they are cakes containing mousses and creams. They should be refrigerated and consumed within 3 days.

  • Chocolates, biscuits and confitures have a longer shelf life. Please see bottom of the product for best by dates. If in doubt please do not hesitate in contacting us.

ALLERGEN & PRODUCT INFORMATION

  • We are constantly working on improving our online shop which was built during the COVID-19 pandemic in order to better serve our customers. Information such as allergens, dietary values, sizes, etc, can be found by clicking on each product.

  • If you require more information on a product please do not hesitate in contacting us at shop@gatineau.uk.com and we will be happy to assist you.

  • Please be advised that our products are made in kitchens that handle peanuts (although rarely), nuts, cereals containing gluten, wheat, milk, mustard, eggs, soy, sesame, fish (as gelatine) and sulphur dioxide. Therefore, cross contamination of these allergens may occur in any of our products. 

PRIVACY POLICY

  • Gatineau will only use the information you provide on this website to get in touch with you about your order. If you decide to subscribe to our newsletter we will then use your email address to provide updates and marketing of our products from Gatineau only. For more on our online privacy policy please click here.

  • All online payments are processed by Stripe. For their global privacy policy please click here.

THANK YOU SO MUCH FOR YOUR TIME READING THIS PAGE AND FOR SHOPPING WITH US.