FAQs

Ordering from Robineau Patisserie

We don't have a chat service on our site, so hopefully the following list will help with your query. If not please telephone us on 01325 489129 or email info@robineau.co.uk.

Office opening hours are Tuesdays 9am - 12 noon, Wednesdays to Fridays 9am - 4pm and Saturdays 9am - 5pm.

Robineau Nationwide Post

Ordering timelines and delivery dates.
Order by 3pm, Monday to Friday, for next day service.

Orders placed between 3pm Friday and 3pm Saturday will arrive with you on Monday.

Order placed after 3pm on Saturdays and anytime on Sundays will be despatched on Monday for Tuesday delivery.

All orders are sent via Royal Mail Tracked 24 service. (Royal Mail Tracked 24 is a UK-wide service that includes the Highlands and Islands and Isle of Man).

Please be aware that deliveries to remote areas like the Highlands, Isle of Man etc can take more than the standard next-day delivery aim.

How much does it cost?
Presently we are offering free delivery on our Nationwide Post products up to the 30th November 2025!

Which postal options do you offer?
All orders are posted out using the Royal Mail Tracked 24 service. A tracking number will be emailed to you separately. Currently we can only offer UK delivery (Royal Mail Tracked 24 is a UK-wide service that includes the Highlands and Islands and Isle of Man).

Do You offer Same Day Delivery service?
Unfortunately we do not offer same day delivery, but you can have next day delivery if you order by 3pm the day before (excluding Saturdays and Sundays, see above). Alternatively, if you live near our Shop in Darlington, DL3 9EL, you can pop in and pick up something special, Wednesdays to Saturdays, inclusive (opening times are extended during December, please see our opening times for more information).

How can I edit my Order?
For orders that are placed for next day delivery, you have up to 11am the previous day to make any changes or cancel by sending us an email to info@robineau.co.uk. Kindly after this time no amendments can be made to your order as it will have been processed ready for despatch. Please note that amendments, specifically in the case of refunds, are subject to administration fees; 1.5% of the total refund plus 20p.

Robineau Collection - From our Shop in Darlington

Ordering Timelines

For Collection on Wednesday, order before midnight on Monday

For Collection on Thursday, order before midnight on Tuesday

For Collection on Friday, order before midnight on Wednesday

For Collection on Saturday, order before midnight on Thursday

How do I amend an order I’ve already placed?

Any orders placed through the website may be amended or cancelled by the customer by telephoning our office on 01325 489129, provided that this is done at least 48hrs before your order is due to be collected. From 1st April 2022 we reserve the right to charge an administration fee for refunds, 1.5% of the total refund plus 20p.

Is there a minimum order value?

There is no minimum order value for Robineau Collection service.

How do I know if I have submitted an order?

You will receive an email confirmation upon completing your order online. If you do not receive a confirmation, firstly check your spam folder and then if needed please email us at info@robineau.co.uk

Can I place an order as a gift for somebody else?

No problem, please just let them know the order number and the name you have placed the order under.

What time can I collect my order?

Your order will be available for collection from 9.30am on the day you have selected. We are open until 4pm on Wednesdays, Thursdays and Fridays and until 5pm on Saturdays.  (opening times are extended during December, please see our opening times for more information).

What if I have missed the ordering deadline?

Telephone us from 9.30am and we will try to accommodate your request.  Alternatively, our shop is open Wednesdays, Thursdays, Fridays and Saturdays and our shelves and counters are fully stocked every morning. (opening times are extended during December, please see our opening times for more information).

Payments

How secure is your payment process?

All transactions are SSL (Secure Socket Layer) protected. Your information is securely transmitted during the processing of all payments. Our payment provider is Stripe which is a PCI Service Provider Level 1 which is the highest grade of payment processing security. You can rest assured that your payment information is safe and secure.

Cancellations, Complaints & Returns

Everybody in our small team here at Robineau Patisserie works extremely hard to ensure your complete satisfaction with our products.

In the extremely unlikely event that you are unhappy with your order however, please telephone us on 01325 489129 or email info@robineau.co.uk

Nationwide Post

Damaged items

All our Nationwide Post parcels are very carefully hand-packed to ensure they arrive in the same perfect condition as when they left our shop. 

Please contact us at info@robineau.co.uk with details of the issue along with photographic images and we will get back to you as soon as possible to help resolve this for you.

Cancelled postal orders or parts there of

If you have changed your mind and no longer want any part of your order, please telephone us on 01325 489129 or email info@robineau.co.uk. Cancellations are subject to an administration fee of 1.5% of the total refund +20p. If your order has been packed or shipped, we unfortunately cannot offer a cancellation.

Returns

As our items are perishable, we unfortunately cannot offer returns if the order is unwanted.

Purchases & Orders Collected from our Shop

Where possible we would like the product returned to our shop with proof of purchase within 72 hours.

Please take photos as soon as possible to help illustrate any concerns as this really helps us in dealing with your enquiry.

Cancelled Collection orders or parts there of

If you have changed your mind and no longer want any part of your order, please telephone us on 01325 489129 or email info@robineau.co.uk. Cancellations are subject to an administration fee of 1.5% of the total refund +20p.

Contact Us

Call the office on 01325 489129 9:30am - 4pm Wednesdays to Fridays (until 5pm on Saturdays).
Alternatively send an email to  info@robineau.co.uk