General Terms

-Shipping charges are calculated at checkout. We do reserve the right to requote depending on the ‘volumetric weight’ of your order.

-TIP!: Items ordered in pairs (i.e. 2 bags of mix, 2 x cases of sauce, 2 x boxes of cones…) don’t usually cost more to ship. Our aim is to minimise your shipping charges – please email sales@pancake-world.com or call 01446 506144 if you think that getting your items delivered in bulk (i.e. on a pallet) may save you some money!

-Orders placed before 1pm from Mon-Fri are despatched the same day for next day delivery, subject to stock availability.

-Orders received after 1pm on a Friday and over the weekend will be dispatched the following Monday (or Tuesday if Monday is a Bank Holiday).

-We use DPD for our UK shipments. Enter a valid mobile number and email address to receive your delivery notifications & time slot via texts & emails.

-We use DPD or Parcelforce for our EU Shipments, usually on a 2 day service.

-We use Fedex International Priority for our International orders & parcels. Delivery times vary but are usually approx 4-7 days. We quote separately for these shipments and advise on the most cost effective option for you.

-We use Tudor Freight as our International pallet orders. They are very good and give us the best rates to your country of destination, with Door-Door, Door-Port, Door-Airport options.

IMPORTANT NOTE: All our DPD deliveries do require a signature, so if you are not going to be in to sign for your goods please make sure you use the options provided in the email & text notifications sent to you (leave with a neighbour, in a safe place, or redeliver).

Missed or refused deliveries may still be chargeable. We reserve the right to deduct the initial & return shipping costs from any applicable refund.

Bulk orders

All our bulk orders of mix benefit from FREE UK MAINLAND DELIVERY, excluding some postcodes in Scotland. We reserve the right to requote for some Highlands locations.

International orders

All international deliveries are made on a DAP (Delivered at Place) basis, unless stated / quoted otherwise. This means the buyer is responsible for the payment of import duty and Tax. In the event of order cancellation after the goods have been shipped, or refusal to accept delivery due to the customer refusing to pay these charges, all shipping charges will be deducted from refunds.

Republic of Ireland, Northern Ireland, EU Countries

We will require valid VAT and EORI numbers for all shipments to business addresses in the EU. This doesn’t not apply to residential addresses. Note that Custom processes can take a little time flowing Brexit, so we will do our best to keep you informed if this is the case.

Tracking Queries

-Parcel Tracking Queries: Please refer to the text or email DPD have sent you or visit https://www.dpd.co.uk and enter the tracking number sent to you via email. Alternatively, email sales@pancake-world.com or call 01446 506144.

-Pallet Tracking (Bulk & Starter Kit orders): Log in http://www.palletplus.co.uk and enter the tracking number sent to you via email as well as your postcode.

If the above doesn’t work, call our fulfilment partner, IMD LTD, on 01255479864, option 1. Ask to speak to Pancake World’s account manager, and give them your order/invoice number. They’ll help you track your delivery. Please only use this option if you can not track your pallet yourself.

Alternatively, email sales@pancake-world.com or call 01446 506144.

Fragile Items

Whilst every care and attention is given to the storage of our products, we cannot guarantee that chocolate products won’t melt during the warmer months of the year. Products are checked and leave our warehouse in perfect condition, however their transport via courier is out of our hands and any subsquent melting whilst in transit cannot form part of our responsibility. This does not affect the quality or flavour of the product in any way,  and chocolate buttons can be re-melted and used normally. Therefore, returns, exchanges and refunds are not accepted for instances of our chocolate melting in transit.

Further Information

  • PLEASE CHECK THE CONTENTS OF YOUR DELIVERY AND NOTIFY US OF ANY DAMAGES WITHIN 36H. IF SUSPICIOUS, PLEASE SIGN FOR AS DAMAGED. WE CANNOT GUARANTEE REPLACEMENTS OR REFUNDS IF NOT SIGNED FOR AS DAMAGED WITHIN THIS TIME FRAME.
  • Please note that on some occasions, you may want to re-tighten a couple of screws, readjust feet, re-align cast iron top plates, possibly even re-bend some support plates etc. on some items upon delivery. These are fragile items, and although manufacturers take great care in packing them with the most robust materials, some movement in transit may occur resulting in the above. Please rest reassured that in 99% of the cases, these defaults upon delivery DO NOT affect the good functionning of the apparel. It is just the nature of the industry we are in, whereby every catering equipment handled by courier companies (as opposed to pallet hauliers) may suffer a little in transit.
  • Please note that on some occasions, we may need to re-adjust delivery prices a little. In this instance, we will contact you shortly after the order has been placed with us. Countries which may be affected are: Sweden, the USA, Norway, Finland, Iceland, Australia, Russia, Antarctica, Japan, China. Please contact us if you are not sure! And we’ll work out the best shipping quote for you.
  • All our logistics and fulfilment requirements are carried out in partnership with IMD Ltd in Clacton-on-Sea, UK. Whilst every effort will be made to guarantee the specified delivery at the time of ordering, Pancake-World cannot be held responsible for delayed deliveries due to unforeseen circumstances such as weather conditions encountered by IMD or the courier companies contracted to handle the job forcing them to reschedule their routes and journeys.
  • Pallet delivery is also handled via IMD Ltd with Pallet Plus as their main Network. Please note that by default, ALL pallet deliveries are done to KERBSIDE only. It is the responsibility of the customer to arrange for the goods to be moved/stocked/relocated elsewhere once the freight driver has unloaded the goods.
  • Some Crepe Makers have an extended delivery time of up to 6-8 weeks as these come directly from France and are made to order. Please contact our sales department on 01446 506144 if you wish to confirm lead times.
  • All delivery times are subject to stock availability – please call the customer service team on 01446 506144 if you are in doubt.

Pallet Delivery Information

  • Timed Delivery
    We are happy to offer Free Delivery on all our Bulk Orders of mix (1/4 pallets onwards). However, we shall remind you that this is for 9am-6pm, kerbside* deliveries only, with our contractors requested to give you 1h notice using the telephone number used when ordering. Note that we cannot guarantee that they will contact you. If you require a Timed-Delivery service because your dessert shop or cafe opens later in the day, that is absolutely fine and we can arranged that for you. Simply inform us in advance, and please note that we are charged £24.50+vat/pallet extra for Timed Deliveries, and that this charge will be passed onto you. This also applies to bulk orders attracting free delivery in the first place.
  • Kerb deliveries
    What does that mean? it means that our courier partners are in no obligation to take the pallet any further than the pavement by which they parked, nor inside your premises. This is how it works in the UK & the EU. The majority of drivers are of a great nature & will gladly help, but please beware that they don’t have to do it!
  • Missed Deliveries
    Unlike courier companies such as DPD who attempt each delivery twice, every extra delivery attempts by pallet companies are chargeable. Please beware that additional pallet delivery charges will apply if for any reason the first delivery was missed by yourselves. This also applies to bulk orders attracting free delivery in the first place. So please make sure you give us a number you are certain to be contactable on on your delivery day!
  • Difficult Road Access
    Please let us know in advance of any particular or difficult access to your premises. If our contractors turn up & can’t deliver because their arctic lorry can’t get through, they can’t use their tail gate etc., or have to come back with a different vehicle later, please be advised that additional pallet delivery charges will apply. This also applies to bulk orders attracting free delivery in the first place.

Pallet Collection Information

Please make sure you give your haulier company the right address when you arrange for a collection to take place. Our stock IS NOT at our office in South Wales, but in Clacton-on-Sea:

PANCAKE WORLD LTD C/O IMD LTD
11C STEPHENSON ROAD, CLACTON ON SEA, CO15 4XA

IMD Ltd can be reached on 01255479864, option 1 to book your collection slot.