ANSWERS TO FREQUENTLY ASKED QUESTIONS:

WAITING ON YOUR DELIVERY?

AS WE ALL KNOW, THIS IS A VERY STRANGE TIME AND DELIVERIES CAN BE DELAYED. YOUR PARCEL IS SENT 1ST CLASS BUT THE POSTAL SERVICE IN SOME AREAS IS STILL EXPERIENCING STAFFING ISSUES DUE TO COVID-19.

PLEASE BE PATIENT. IF YOUR PARCEL HAS NOT ARRIVED WITHIN 7 DAYS OF RECEIVING YOUR DISPATCH EMAIL, PLEASE GET IN TOUCH.

IF YOU SENT YOUR PARCEL TRACKED DELIVERY, PLEASE FOLLOW YOUR TRACKING NUMBER. IF YOU DID NOT OPT TO HAVE YOUR PARCEL SENT TRACKED, PLEASE CONTINUE TO BE PATIENT.

 

QUESTIONS REGARDING PARCEL DISPATCHES:

ALL PARCELS WILL BE DISPATCHED MONDAY & THURSDAY ONLY AND SHOULD BE PLACED IN PLENTY OF TIME IF YOU REQUIRE THEM BY A CERTAIN DATE!

YOU WILL RECEIVE AN AUTOMATED "ORDER SENT" EMAIL WHEN YOUR PARCEL IS READY TO POST. IF YOUR EMAIL IS SENT BEFORE 12PM IT MEANS YOUR PARCEL WILL BE SENT THAT DAY. IF YOU RECEIVE YOUR EMAIL AFTER 12PM IT MEANS YOUR PARCEL WILL BE SENT THE FOLLOWING MORNING.

PLEASE ALLOW 1-4 WORKING DAYS (WHILE THE WORLD IS WORKING A LITTLE DIFFERENTLY!) FOR YOUR PARCEL TO ARRIVE BEFORE CONTACTING US. ALL PARCELS ARE ARRIVING AT THEIR DESTINATION, SOME TAKING JUST A DAY OR SO LONGER THAN OTHERS.

ORDERS RECEIVED BY MIDNIGHT ON A TUESDAY WILL BE DISPATCHED BY THE THURSDAY. ORDERS PLACED FROM WEDNESDAY ONWARDS MAY BE DISPATCHED THE FOLLOWING WEEK (PLEASE REMEMBER WE BAKE EVERYTHING FRESH TO ORDER).

QUESTIONS REGARDING DELIVERY ADDRESS:

WE ARE NO LONGER SENDING OUR PRODUCTS "SIGNED FOR DELIVERY" AS IT'S IMPORTANT WE ALL STAY SAFE, THIS MEANS YOU/WE CANNOT TRACK YOUR PARCEL FOR EXACT DELIVERY TIME. PLEASE TAKE THIS INTO CONSIDERATION AND LEAVE A SAFE PLACE FOR YOUR POSTIE TO LEAVE THE PARCEL FOR YOU IF YOU ARE OUT AT THE TIME OF DELIVERY!!

YOU WILL RECEIVE A DISPATCH EMAIL WHEN YOUR PARCEL HAS BEEN SENT, PLEASE ALLOW 1-3 WORKING DAYS FOR IT TO ARRIVE.

AT THIS TIME, ESPECIALLY, ROYAL MAIL IS WORKING FLAT OUT AND YOUR FIRST CLASS PARCEL MAY NOT ARRIVE THE NEXT DAY. PLEASE BE PATIENT.

SENDING A GIFT:

IF YOUR ORDER IS A GIFT, PLEASE ENSURE YOU HAVE INCLUDED THE FULL NAME AND CORRECT ADDRESS FOR DELIVERY TO THE RECIPIENT IN "SHIPPING ADDRESS" SECTION.

WE WILL HAPPILY INCLUDE A SHORT "YOUR GIFT IS FROM" FREE WITH ALL ORDERS. HOWEVER, IF YOU NEED TO WRITE A SLIGHTLY LONGER MESSAGE, WE HAVE GIFT CARDS AVAILABLE TO ADD TO YOUR CART.

YOUR PARCEL WILL NEVER CONTAIN ANY BILLING INFORMATION.

PLEASE ENSURE ALL INFORMATION IS INCLUDED WITHIN YOUR ORDER ("Add a Note" at checkout is where you can put any additional information you think we may require)! WE ARE EXPERIENCING A VERY HIGH NUMBER OF ORDERS AT PRESENT AND DUE TO COVID 19, ARE OPERATING WITH JUST ONE MEMBER OF STAFF.

REQUESTS SENT SEPARATE TO YOUR ORDER CANNOT BE GUARANTEED.

WE CURRENTLY CLOSE ON A MONDAY & TUESDAY.

THANK YOU FOR YOUR UNDERSTANDING!

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Artisana is a small artisan producer. Based in the Angus Countryside, we specialise in Gourmet Brownies (we now have 6 Great Taste Awards from the Guild of Fine Food) and our sumptuous Hot Chocolate to make at home.

You will find our Brownies and Hot Chocolate in our online store, at Farmers and Makers Markets around Angus, Fife & Perthshire & at various, well selected Cafe's, Deli's and Hotels around the UK.

Our bakes are produced in our farm Kitchen by Ailsa, a Le Cordon Bleu trained Patissiere. Ailsa's husband Paul can be found serving you Brownies at markets and events and will probably be at the end of any emails and enquiries. You'll also maybe come across another helper or two, but we really are a small family run business.

We have decided to keep Artisana small to ensure personal attention and to keep quality high. We use local ingredients wherever possible - our butter is handmade from North Street Dairy in Forfar, eggs are organic free range also from Forfar, 5 minutes from our door and the soft fruit comes from East Scryne Farm in Carnoustie.

We really hope you enjoy our Brownies and Hot Chocolate. Feel free to follow us on Facebook and Instagram @artisanaequisitelydecadent to keep up to date on new flavours, events and news!

© 2017 Artisana

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