Frequently asked questions

Got questions? We have provided below some explanations to things you might be asking yourself. If you can't find your answer here, don't hesitate to contact us.

How it works?

Where do you deliver?

We operate in the following postcodes:

  • N6;
  • NW1, NW3, NW5, NW6, NW8;
  • SW1, SW3, SW4, SW5, SW6, SW7, SW8, SW10, SW11, SW12, SW18;
  • W1, W2, W3, W4, W5, W6, W8, W9, W10, W11, W12, W14.

We are doing our best to expand our zone as fast as possible so even if you are not in our delivery area, you can still sign up to be notified about our expansion (by checking your postcode on the login page).

How much is the delivery fee?

We apply a delivery fee of £1.10 for each order. Wherever your address is located in the delivery area.

When do you deliver?

  • Monday to Friday: 6am-11am / 4pm-8pm
  • Saturday and Sunday: 7am-2pm

The following postcodes are open all week: W2, W6, W8, W9, W10, W11, W12, W14, SW3, SW5, SW6, SW7, SW10

The following postcodes are open part of the week:

  • W3, W4, W5: Monday afternoon and Thursday morning
  • SW4, SW8, SW11, SW12, SW18: Monday morning and Thursday afternoon
  • SW1, W1, NW1, NW8: Wednesday afternoon and Friday morning
  • NW3, NW5, NW6, N6: Wednesday morning and Friday afternoon

Should I go for a recurring or one-off order?

It depends on your needs. If you want to try the service and taste the products, order for a special occasion and not on a regular basis, we recommend you to go for a one-off order. Find more information in the section below.

If you prefer to get delivered on a weekly basis and take advantage of the drop-off option, then go for the recurring order. It’s totally flexible and very easy to use. Find more information in the section below.

What is the minimum basket size?

There is no minimum basket! You can order just one product and get it delivered right at your door.

What is the maximum basket size?

You can order up to 15 items per product. If you wish to place a large order, please use the contact form or contact us at contact@bluto.co.uk.

How long in advance can I order?

Baking bread is a long process. As we ask La Boulangerie Robuchon to bake the exact number of products you’ve ordered to avoid any waste, we need to know in advance how much they need to produce. That is why you can order or edit your order until 10am the day before the delivery.

How are products packed?

Our products are packed in biodegradable paper to protect against humidity. With every new recurring order comes a complimentary waterproof reusable bread bag.

What are your payment methods?

You can pay for your loaves and spreads with a credit card or debit card with the Visa, Mastercard or American Express logos. Unfortunately, we are currently unable to accept Paypal.

How do I change my address or my details?

You can change your details in My account > Details.

Please note that changing your address will automatically cancel your forthcoming orders. If you go for a one-off order, change it before you order. If you have a recurring order, you’ll have to place it again.

How do you comply with COVID-19 rules?

All of our staff is wearing protective equipment (gloves and masks) to ensure both your safety and ours.

About the bread

Where does the bread come from?

We are extremely proud and pleased to be working with La Boulangerie Robuchon. They offer quality like no other in town and bake their bread continually so it is fresh whenever you choose to have it delivered.

Are all the products handmade?

For sure! All products are artisanal. José Martin and his team work hard seven days a week to provide you the best products, with the best ingredients. Go to the About page to learn more about La Boulangerie Robuchon.

Where can I find a menu or product page?

All our products and prices are displayed on the website homepage. We are working on creating a proper product page.

Will my bread be as fresh as possible?

It is literally going from the oven to your doorstep. As we want you to enjoy the best possible product, we pick up the bread directly from the oven. It is still warm when we load it. If you have a recurring delivery and have opted for the drop-off option, your bread will be packed in our waterproof Blutobag to keep it fresh until you pick it up.

Do you do gluten free bread?

Yes we do! We are pleased to offer one of the best gluten free bread in town, according to our customers who tasted it.

Please note that the gluten free bread may contain traces of gluten and is thus not suitable for coeliacs.

Where can I find allergens?

You can find the allergens of all our products under the products descriptions on the homepage. Please note that all our products may contain traces of nuts, and that the gluten free bread may contain traces of gluten and is thus not suitable for coeliacs.

About the recurring order

How it works

What is the difference with a one-off order?

With a recurring order, you choose to be delivered on a weekly basis. You select the days, time slots and products that suit you best, and voilà! Order once and get fresh bread every week. You also have access to the drop-off option, which is not available with a one-off order. We are like the milkman, but with bread!

How flexible is it?

We designed this service to fit as much as possible to your daily habits. That’s why you can :

  • Edit: and change your products, days, or time slots as many times as you want following the 10am cut off time for the next day delivery. To edit, click on this icon on your dashboard.
  • Pause: if you go on holiday or just want to skip a delivery. To pause, click on this icon on your dashboard.
  • Cancel: at any time. It’s one of our promises to have any kind of engagement. To cancel, click on this icon on My account > Orders.

Is there any deadline to order and edit?

Baking bread is a long process. As we ask La Boulangerie Robuchon to bake the exact number of products we will deliver to avoid any waste, we need to know in advance how much they need to produce. That is why you can order, edit, pause or cancel your recurring order until 10am the day before your next delivery.

I want to resume my recurring delivery before my return date

Unfortunately you can’t. The reason why we need a return date is to keep your time slots safe for your come back. However, you can still create one-off orders until your recurring delivery starts again, or do not hesitate to contact us, we always have a solution!

If I already have a recurring order, can I also book a one-off delivery?

Of course! You can have as many one-off orders as you want in addition to your recurring delivery.

When will I be charged?

You will be charged on the 1st and 15th of each month for the last two weeks deliveries, including the day of the debit.

How do I change my address or my details?

You can change your details in My account > Details.

Please note that changing your address will automatically cancel your recurring order. You will have to place it again.

What will happen if I am unable to collect my order?

If you opted for the hand-to-hand option we will first try to call you. If you don’t answer, we will keep your order and once we reach you we will try and get your order delivered as soon as possible. If you opted for the drop-off option, there is no way for us to know that you didn’t pick up your bag, sorry. Please note that you won't be charged for this.

What if it happens a second time in a row?

We will then contact you to ask if you wish to pause or stop your recurring delivery, but you will be charged this time. If we are unable to contact you we will cancel your deliveries.

Drop-off option/Blutobag

how do you drop my order off?

We use one of our Blutobags to safely leave your order at your door. It’s a complimentary waterproof bag that we provide when you place a recurring order. Our Blutobags are designed to keep the bread fresh and clean. They are waterproof and airtight, so you can be sure your bread will be protected from the rain, humidity, foxes, you name it! However, we advise you to choose a time slot for you to pick it up quickly, so it can be as fresh as possible when you enjoy it.

Do I have to give you back the Blutobag?

Yes, like the milkman’s bottles, remember to leave your Blutobag outside and we will switch it with a clean one at each delivery.

How do I know that my order has been delivered?

You will receive an email or sms, depending on your choice*, as soon as the Blutobag is left at your door. You can also check our estimed time arrival (ETA) the evening before your delivery in My account > Orders.

*You select your notification settings in My account > Notifications.

What happens if I forget to leave my Blutobag in front of my door?

We want to establish a trustworthy relationship with you. If you forget to leave your Blutobag outside, don’t worry. We will leave your order in a new Blutobag. Next time we will simply ask you to leave the extra bag(s) in the original one so we can avoid any digital and lengthy procedures.

Will my bread be safe outside?

If don't feel comfortable with your order being left outside, opt for the hand-to-hand option. But rest assured; first, our Blutobags will preserve your products as mentioned above; second, we recommend you choose the right time slot so it won’t be outside for too long; and third, you receive a notification as soon as the delivery is done. Also, don’t hesitate to give us precise instructions in the address section about where to leave your order in the safest place.)

What happens if my bread gets stolen?

Contact us at contact@bluto.co.uk and we will do our best to address the issue. In the event of a confirmed theft, Bluto will try its best to help the customer with a refund or indemnisation.

About the one-off order

What is the difference with a recurring order?

You can go for a one-off order if you don’t feel the need to get fresh bread on a regular basis. Having a sunday brunch or a dinner party, you don’t need to think too much to find a way to share good bread!

Is there any deadline to order?

Baking bread is a long process. As we ask La Boulangerie Robuchon to bake the exact number of products we will deliver to avoid any waste, we need to know in advance how much they need to produce. Therefore, you can order until 10am the day before the delivery.

Can I edit/cancel an order?

Yes, you can edit or cancel your one-off order until 10am the day before the delivery.

Can I know if you will come more at the beginning or at the end of the slot?

Yes, you can check our estimed time arrival (ETA) the evening before your delivery in My account > Orders, next to the delivery date.

When will I be charged?

You will be charged the evening preceding your delivery. This leaves you the possibility to edit or cancel your one-off order until 10am the day before the delivery.

What will happen if I am unable to collect my order?

You forgot that you ordered with us or didn’t hear us knock on your door? Don't worry, this happens. If that’s the case, we will try to reach you by phone. And if you still don’t answer and you miss the delivery, we’ll try to contact you as quickly as possible to sort it out with you.

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