Terms of service

The Big Crumb – Terms & Conditions

Last updated: 26 July 2026

Welcome to The Big Crumb. By placing an order through our website, you agree to these Terms & Conditions.

1. About Us

The Big Crumb is a UK home bakery specialising in freshly baked brownies, cookies and traybakes made to order.

If you have any questions, please contact us at:

Email: mattdunncrumb@gmail.com

2. Placing an Order

All orders are subject to availability and acceptance.

Once you place an order, you will receive an email confirming we have received it. This confirmation does not mean your order has been accepted for dispatch. If, for any reason, we are unable to fulfil your order, we will notify you as soon as possible and issue a full refund.

3. Our Weekly Baking Schedule

At The Big Crumb, every bake is made fresh to order. To ensure you receive the freshest possible products, we follow the same production schedule every week.

Our weekly schedule is:

  • Saturday – Tuesday (11:59 pm): Orders are open.

  • Wednesday: All orders are freshly baked.

  • Thursday: Orders are carefully packed and dispatched.

  • Friday: Orders are expected to be delivered.

Orders placed after 11:59 pm on Tuesday will automatically be included in the following week's bake.

As all products are freshly made to order, we cannot make exceptions to this production schedule.

4. Delivery

Orders are dispatched every Thursday using our chosen courier service.

While the vast majority of parcels arrive on Friday, delivery dates are estimates and cannot be guaranteed once your parcel has been handed to the courier.

We are not responsible for delays caused by:

  • Courier delays

  • Adverse weather conditions

  • Industrial action

  • Events outside our reasonable control

Please ensure your delivery address is correct before placing your order.

We cannot accept responsibility for delays, failed deliveries or returned parcels resulting from incorrect address details supplied by the customer.

5. Freshness

All of our products are baked fresh to order using quality ingredients and contain no unnecessary preservatives.

Storage instructions and best before information are provided with every order to help you enjoy your bakes at their best.

6. Allergens

Our kitchen regularly handles:

  • Wheat (Gluten)

  • Milk

  • Eggs

  • Soya

  • Peanuts

  • Tree Nuts

Product-specific allergen information is available on each product page.

Although every care is taken during preparation, all products are made in the same kitchen. We cannot guarantee that any product is completely free from allergens or traces of allergens.

If you have a food allergy or dietary concern, please contact us before placing your order.

7. Cancellations

As all products are baked especially for your order, cancellations are only possible before baking begins.

Once your order has entered production on Wednesday, it cannot be cancelled.

8. Refunds & Returns

As our products are freshly made and perishable, we cannot accept returns or offer refunds for change-of-mind purchases once your order has been baked or dispatched.

If your order arrives damaged, incorrect, or you believe there is an issue with its quality, please contact us within 24 hours of delivery by emailing mattdunncrumb@gmail.com

Please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the outer packaging, inner packaging, shipping label and affected products

Once we've investigated, we will provide an appropriate resolution which may include a replacement, partial refund or full refund where required under your statutory consumer rights.

Nothing in these Terms & Conditions affects your legal rights under UK consumer law.

9. Product Care

Please follow the storage instructions supplied in our return and refund policy.

We cannot accept responsibility for any deterioration in quality caused by incorrect storage, mishandling, or consumption after the recommended best before or use by date.

10. Pricing

All prices are displayed in Pounds Sterling (£).

Prices may change without notice but will not affect orders that have already been confirmed.

11. Intellectual Property

All content on this website, including photographs, branding, logos, product descriptions and written content, belongs to The Big Crumb and may not be copied, reproduced or used without prior written permission.

12. Limitation of Liability

Our liability for any claim relating to your order will not exceed the total amount paid for that order, except where liability cannot legally be limited under UK law.

Nothing in these Terms excludes or limits your statutory rights.

13. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.