if your order arrived late:
If an order delays and not arrives to customers after 7 working days (calculated from the dispatch date and time), we offer online in-store-credit with the same amount which valid for 1 month starting from the issued date. Refund is not possible in this kind of occasions.
Due to all circumstances, there may be delays in deliveries for reasons beyond our control. Hermes is currently experiencing a high demand, some orders may take up to 3 workings days to arrive. We promise to do everything to ensure your shipment arrives on time, but we ask for your patience and understanding if there is a delay.
For areas in Scotland, it can take up to 4-5 working days for your parcel to arrive.
We kindly suggest if you are living far away from London, it is not the best choice to order any of our products that contain Mochi. Due to the properties of glutinous rice flour, it will become hard very quickly. So maybe by the time you’ve received your Mochi cookies, the Mochi inside will not be as best as we wish. We are sorry about that.
What is your Products' Shelf Life?
Please refer to the descriptions under each product. All products information (eg.macros/weights/allergens) are clearly listed.
How to Enjoy your bakes in its Best Way?
We recommend you to finish ASAP. If you can't, leave them in an airtight container/ dry cool place. If you found your cookies become a bit soggy or soft (this may happen for nationwide shipping orders), please put them into the oven for 5-8 minutes under 170'C fan.
OTHER DELIVERY QUESTIONS
How do I place an order?
Add products into your cart ➡ Select Delivery Method (Pick Up/ UK Nationwide Shipping) ➡ Checkout ➡ You can Create an Account with us for Faster Checkout in the future ➡ Payment ➡ Done!
When is your Cut-off time for Next Day Delivery/Dispatch?
What should I do if I have Special Request on my order? (eg. Special delivery time/date, Allergens, other enquiries)
There are a 3 ways:
1. Leave a note on 'Note to Seller' during checkout
2. Contact us directly via 'Contact us' button (Left corner)
3. Inbox us on Instagram/Facebook @tokfejbakery
Can I Change/Cancel my order once I have placed it?
Yes, we accept any order cancellations/ amendments but please notify us via email (firstname.lastname@example.org) at least 24 hours before your delivery time.
How long it takes for Nationwide Shipping Delivery?
We dispatch Nationwide Shipping orders daily, with Hermes Next day With Signature service. Orders placed before 5pm will be eligible for Next Day Dispatch. A dispatch notification will be sent to your email with your tracking number. Order will mostly arrived on the next 1-2 working days after dispatch. However, its not 100% guarantee due to the Coronavirus situation.
What if my parcel went Missing/Damage?
It’s always best to make sure someone is available to receive the goods at home. But in most case, Hermes will leave your parcel in safe place. We will not take any responsibility for any loss/damage once order has been dispatched.