FAQs
Welcome to our online store.
Some Frequently Asked Questions can be found below.
If you have a question that is not answered below please contact us on Email at shop@carrsflour.co.uk or contact our Customer Services team by telephone on 016973 33700.
Full details may also be found in our Terms & Conditions page.
What Carr’s flour products can I purchase?
Flour available to order online is listed within our ‘shop’.
What is a minimum order?
There is no minimum order. You can order anything from a single bag to a case.
What is the postage cost?
We charge a rate of £5.95 shipping cost per case up to 10.5kg. Delivery to the Scottish Highlands & Islands, Northern Ireland, Eire, Channel Islands, Isle of Man, Isle of Scilly and Isle of Wight will be subject to a surcharge for delivery, which is stated when you submit your order.
What if I live in Northern Ireland, EIRE or a remote area?
We are subject to the additional charges applied by the courier company to deliver to postcodes deemed further afield. As a company, we are very keen to support home bakers throughout the UK and so we do absorb some of the additional shipping costs but regretfully we have to pass the remainder on to the customer. The additional delivery surcharge to remote areas is £6.The remote areas are defined by our third party courier as: Scottish Highlands & Islands, Northern Ireland, Eire, Channel Islands, Isle of Man, Isles of Scilly and Isle of Wight will usually take a few extra working days from dispatch.
I made a mistake. How can I cancel my order?
If you have changed your mind or decide for any other reason that you do not want to receive your flour, you just need to let us know. This can be via our cancellation form [link] and we will email confirmation of this. Alternatively you can email us at shop@carrsflour.co.uk with your order number in the email header.
When can I cancel my order?
It is possible to cancel your order up until the point at which flour is dispatched.
For dispatched products, you have a right to return your order up to 14 days from the date of delivery on the condition that packaging is not opened and product has been stored appropriately. Returns must be made promptly and no later than 14 days after you let us know that want to cancel your order. All products in the order to be cancelled should be returned.
Will postage be refunded for cancelled orders?
We will refund the cost of the item and the cost of delivery but not the cost of returning the goods to us. We will only do this provided you have contacted us and informed us of your intent to do so and the goods have not been opened or damaged and have been stored appropriately.
When will I get my refund?
If you cancel your order before it has been dispatched, we will refund you as soon as possible and within 14 days after you told us you wish to cancel your order.
We will refund you via the original form of payment that was used.
For returned products, we will refund you within 7 days of receipt of product.
There is something wrong with my product
Flour can be returned if it is in any way not as described or does not meet our high standards for food quality. Please send a description and/or photo of the damage to shop@carrsflour.co.uk and we will arrange a refund of the price of the Product in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the Product to us.
Has my order been processed?
If you have received an order confirmation email, then your order is in the system. We will process and dispatch your order as fast as we can. Once dispatched you will also receive an email from us confirming this.
When will I get my order?
We aim to dispatch orders within 5 working days. You will be contacted by us with an estimated delivery date after the confirmation your order has been despatched. Please allow up to 10 working days for the delivery of your order.
Your order will be delivered by our third-party courier service. The courier will leave the parcel in accordance to your instructions, eg in a safe place or deliver to a neighbour. Alternatively, they may leave a card and re-attempt delivery the following working day.
Sometimes events can occur that disrupt even the best delivery service. If we miss a delivery deadline of 30 days from the date dispatch was confirmed, you may cancel your order according to our terms and conditions [link]
How will my order arrive?
Orders are despatched by a 3rd party courier service, DHL. Please remember the courier will leave the parcel(s) in a safe place unless you have provided alternative instructions.
If your order is large, it will be sent in two or more boxes, please be advised that, despite the best efforts of our courier service to keep them together, it is possible that they may become separated and arrive at different times.
Please note our packaging is not waterproof and therefore is likely to be spoiled by bad weather if left out. Please see advice below on what to do if you are likely to be out when the courier company delivers.
What if my items are not in stock?
In the unlikely event a product is out of stock and if it is likely to remain unavailable for longer than a week we will contact you and we will refund the value of that product. Requirements for minimum order quantities and cancellation terms will remain for the rest of the order which may then be despatched.
What form of payment do you accept?
Payments are made via Stripe and we accept all major debit and credit cards. Payment can also be made via PayPal.
Can I collect my order?
Unfortunately, we are unable to offer collection on orders.
Can I change my order?
Normally we would accommodate this but at present we cannot change or add items.
Can I order by phone or email?
We do not take home baking orders by phone or email. If you are an existing trade customer, please contact your sales representative.
Where do you deliver to?
We deliver to the UK mainland. Including England, Wales, Scotland and Northern Ireland. Deliveries to the Scottish Highlands & Islands, Northern Ireland, Eire, Channel Islands, Isle of Man, Isles of Scilly and Isle of Wight will usually take a few extra working days from dispatch and will be subject to a surcharge.
Can I change my delivery day?
Yes, once your order is despatched you will receive notification from DHL and you will be given options to change the delivery day.
What if I am out when my order arrives?
In the event that you are out when the courier attempts delivery, they will leave the parcel in accordance to your instructions, e.g: in a safe place or deliver to a neighbour. Alternatively, they may leave a card and re-attempt delivery the following working day.
If you wish to provide an alternative delivery address you can do so when you place the order, or direct with the courier once the order is in transit.
Please note the flour comes packed in cardboard boxes and is therefore not waterproof and it is likely to be spoiled by bad weather if left out.
We strongly suggest you choose somewhere dry for the courier to leave your items in case it is raining when the courier company delivers - Flour doesn't like rain!
Can you deliver internationally?
At the moment we are unable to ship internationally for home bakers.
Do you sell via Amazon or eBay? Is this product genuine?
We sell direct from Amazon and we are listed as Carr's Flour Mills so you know we are selling our own products. If you have questions, regarding listings, please contact us and we will do what we can to help.
What is the shelf life?
Carr’s Plain Flour, Carr’s Very Strong Canadian Flour, Carr’s Strong White Flour and Carr’s Sauce Flour all have a maximum 9 month shelf life. The rest of the Carr’s range, including the bread mixes have a maximum shelf life of 6 months. Product should be stored in cool dry conditions.
Anything Else?
If there are any queries that are not covered by this or our detailed terms & conditions, please contact us on Email at shop@carrsflour.co.uk or contact our Customer Services team by telephone on 016973 33700.