Frequently Asked Questions
Bakery & General Questions
Do you do NHS or other discounts?
We support our communities through food donations and don't currently offer any discounts.
You can join our loyalty program through the GAIL's app for exclusive perks and rewards.
Is there a discount if I bring my own reusable cup?
Yes, there is a 20p discount per barista-made drink if you bring your own reusable cup.
This incentive is aimed at promoting environmental sustainability and reducing the amount of waste generated from disposable cups, so it only applies to takeaway drinks.
Do you bake birthday cakes?
We aren't currently baking birthday cakes and our bakers can't whip up bespoke cake orders.
Dive into our menu for other sweet treats: Sweets & Cakes - these can be packaged into one of our cake boxes, perfect for gifting.
Do you take bookings?
We operate on a first-come, first-served basis. We believe that this is the fairest way to accommodate all of our customers.
If you are organising a small gathering such as mum's meeting or a book club, please pop by to your local GAIL's to discuss with the bakery manager.
Do you franchise?
We are glad to see you are interested in opening a bakery. Unfortunately, we don't franchise but you can register your interest in the 'general enquiries' section of our help widget, located at the bottom left of the screen.
Can I pay by cash?
We only accept card payments.
This practice has environmental benefits as it eliminates the need for cash collection and delivery, which used to be done by car several times per week across over a hundred locations.
Additionally, being cashless has had a positive impact on the security of our bakeries by minimising the risk of criminal activity.
Can you donate to my cause or event?
For community donations, please get in touch with your local GAIL's directly.
Our teams might be able to support with smaller food donations.
For sponsorship requests, please email marketing@gailsbread.co.uk.
How can I contact your head office?
Our Customer Experience team would be happy to assist with any questions and feedback regarding our bakeries and online orders. You can reach us by phone on +44 (0)20 8138 8708 or by email: Contact Us
- Recruitment: recruitment@gailsbread.co.uk
- Press & Media Enquiries: press@gailsbread.co.uk
- Surplus collections: please sign up via Neighbourly
- CCTV requests: dpo@gailsbread.co.uk
Do you have the same menu in all bakeries?
You can find our hero products, such as Cinnamon Buns, available in all bakeries.
Our made-to-order menu is available in select bakeries. Feel free to give the bakery a call before visiting if you have any questions, they'd love to help!
Is your food and bread made in my local GAIL's?
You may have already spotted our bakers preparing our sandwiches and muffins in our open kitchens. However, for consistency, part of our food range is made in our central craft bakery and then delivered to our bakeries every morning so that it can be freshly baked.
The bread is baked in our central bakery too, where we take good care of our sourdough starters.
How is your bread made?
We take the time to make our bread, with care and by hand, using traditional slow fermentation methods and high quality ingredients.
Some of our sourdough starters are more than 20 years old.
About our producers and ingredients
We take great pride in the ingredients we use and the network of partners we choose to work with.
They source mindfully, using traditional methods, yet are always innovating, particularly when it comes to sustainability.
To learn more about our producers, click here.
We regularly share articles about what matters to us, recipes and all-things-craft in our journal.
Is your milk organic?
Our dairy milk is not organic.
We’re proud to partner with Brades Farm – a small family run farm in Lancaster – who share a similar ethos to us in the treatment of animals, quality of product and sustainability.
At GAIL’s we are committed to quality and ethical/sustainable sourcing methods, full traceability and high transparency with partners at origin.
Our milk is non-homogenised milk, from Jersey and Holstein-Fresian cows that are free to roam all year long.
Why don't you offer almond, coconut or skimmed milk?
We have carefully sourced all of our milks so that we don't compromise the quality of our drinks.
We haven't yet found a brand of almond or coconut milk that showcases our house blend in the right way.
We choose not to offer skimmed milk because we believe in using the best ingredients possible, to make the best product possible. We train our baristas to make a silky smooth microfoam on all of our milk based coffees and, unfortunately, when you strip fat from milk, you lose not just flavour and nutrients but also the ability stretch and texturise milk into silky microfoam.
Can I bring my dog to GAIL's?
We are delighted to welcome well-behaved dogs inside our bakeries while you enjoy your food and drinks.
We take pride in maintaining a safe and hygienic environment for everyone, and kindly ask dog-owners to keep their furry friends on a lead at all times and away from any tempting food in our displays.
Dogs are not allowed to sit on chairs or other furniture.
We have a handful of exceptions where we are not able to accommodate dogs sitting inside the bakery: Balham, Chiswick, Greenwich, Hampstead, Soho, Kings Road, Wimbledon Village and Kensington Arcade. Assistance dogs are of course welcome in all of our bakeries.
This policy applies to dogs only. No other pets allowed.
GAIL's App & Loyalty Program
How does your loyalty program work?
You will need to download the mobile app to your phone – it’s available for both iOS (Apple) and Android devices. This app will display your unique membership number and QR code.
Whenever you visit one of our bakeries, scan the QR code in the home screen to collect a stamp. The QR code needs to be scanned before paying, our team will let you know when the scan is active. If you are unsure the transaction went through, please do ask.
You can collect one stamp per transaction, regardless of which items you order and its value. We'll add an extra stamp if your transaction reaches £20.
Please note, customers cannot earn more than two stamps in any 15-minute period to avoid operational issues in our bakeries. For example, if you purchase a pastry at 08:00 and a coffee at 08:05, the coffee transaction will not be awarded with a stamp.
As soon as you reach nine stamps, these will disappear from your digital card and a reward voucher will be generated instead within the next hour. Rewards can be found in the 'rewards' section of your app. We will also send you an email as a reminder.
If you visit us frequently, we will also send you other treats throughout the year as a thank you for your loyalty.
Stamps can be earnt in-bakery and online in the GAIL's app or website - Deliveroo and other grocery partners are excluded.
Which bread and drinks are included in the rewards?
You can redeem your reward for any 750g loaf of bread or a barista-made drink*.
(*this is any drink made by a barista e.g., coffee, iced-coffee, hot chocolate, tea).
Are there any other perks?
Yes! Everyone that downloads the app gets a free welcome coffee. In addition to that, everyone will receive a birthday treat on their birthday month.
If you visit us frequently, we will also send you other treats throughout the year as a thank you for your loyalty.
How do I collect and redeem stamps?
To collect stamps in our bakeries, scan your QR code before paying.
To collect stamps in our website, simply place an order using the same email you have used to sign up for our loyalty program.
Once you’ve collected 9 stamps, you will receive a voucher in the form of a QR code in the app. It may take a little for the voucher to generate, usually around 10 minutes.
This QR code is different from your loyalty member QR.
Let our team know you'd like to redeem your reward and scan it.
To avoid operational issues in our bakeries, customers can only collect stamps every 15 minutes. For example, if you purchase a pastry at 08:00 and a coffee at 08:05, the coffee transaction will not be awarded a stamp.
Can I collect stamps online?
Yes.
To collect stamps in our website, simply place an order using the same email you have used to sign up for our loyalty program.
We can't currently award stamps via Deliveroo.
Do the rewards expire?
Standard rewards will remain active for six months before they expire.
We may sometimes add extra rewards as a little ‘thank you’ from us that have a different expiry date. The welcome and birthday vouchers also have different expiration date, so please make sure you don't miss out! The date will be clearly visible in the 'rewards' section of your app.
Once the rewards expire, they will disappear from the app and can't be reinstated.
Can I redeem more than one reward at the same time?
Please tell a member of our team how many rewards you would like to redeem. We may need to process it in two different transactions.
Can I redeem loyalty rewards at gails.com?
We are working on it. At the moment, it's only possible to redeem rewards in our bakeries.
Can I still redeem my old paper card?
We've phased out paper stamps for five months. Unfortunately, these are no longer accepted in our bakeries since September 2023. Our team can't transfer paper stamps to digital format.
Do I earn stamps when paying with a gift card?
Yes, you will earn a stamp if you pay with a gift card. However, you cannot earn stamps when buying gift cards.
I didn't scan my QR code, can I still earn a stamp?
Of course. This can be done via chat assistant. Click in the 'help' icon at the bottom left of the screen and follow the steps to claim your missing stamp. You will need a photo of your receipt or a proof of purchase issued within 31 days of your visit.
How do I update my account details?
In the app, tap ‘Profile’ then ‘My Account’.
If you have any issues, please reach out to our Customer Experience team.
How can I reset my password?
Wherever you are asked to enter a username and password, just click or tap the Forgot Password? Link to reset your password.
What will you do with my data?
Your data is safe with us, and we will never share or sell your data outside of GAIL’s – for more information, please see our privacy policy.
How do I delete my account?
In the app, tap ‘Profile’ then ‘My Account’ and finally tap ‘Delete Account’.
Alternatively, you can email us at dpo@gailsbread.co.uk and ask for your account to be deleted.
There is an issue with my app
We are so sorry about that. You can use our help widget, located at the bottom left side of the screen, to report a problem. Alternatively, you can contact our team here: contact us
Office Catering
Do you provide staff for catering events?
Unfortunately, we don’t provide staff for catering events. Our team will take care of the baking, packing and delivery of your order.
How far in advance should I book my order?
You can place your order 30 days in advance, up until 11am two days before the delivery date.
For example, if you need your office lunch delivered on a Wednesday, you will need to put the order through by 11am the previous Monday.
I've missed the cut-off time, can you help?
We would love to help. However, our food is made to order, with fresh ingredients, so we aren't able to accommodate new orders or order cancellations after cut-off.
Can I amend my delivery slot or items?
To make changes to your order, including to your delivery slot and items, you will need to cancel the order and place it again.
Please make sure you have enough time to place the new order before going ahead with the cancellation. As reminder, our cut-off time for placing and cancelling orders is 11am, two days before the delivery date.
To cancel your order:
- Log in to your customer account
- Go to 'My Orders'
- Select 'cancel order' and confirm 'Yes, Cancel Order'
A refund confirmation email will be sent automatically once the order has been cancelled.
Please note, we use fresh ingredients that will be ordered specifically to prepare your food. For this reason, and to prevent waste, we are not able to cancel orders after the cut-off has passed.
Can I select a specific delivery time?
We deliver in one-hour slots, between 8am and 4pm.
You will be able to select your preferred slot at checkout; however, is not possible to request a bespoke time.
Here is a list of available slots:
- 8am - 9am
- 9am - 10am
- 10am - 11am
- 11am - 12pm
- 12pm - 1pm
- 1pm - 2pm
- 2pm - 3pm
- 3pm - 4pm
How can i cancel my order?
You can cancel your order online right up to the cut-off time of 11am, two days before the order is due. This can be done in the 'orders' section of your GAIL's account, or following the link in your confirmation email.
A refund email will be issued automatically once the order has been cancelled.
Please note, we use fresh ingredients that will be ordered specifically to prepare your food. For this reason, and to prevent waste, we are not able to cancel orders after the cut-off has passed.
Can I book a same-day or next-day delivery?
This option is only available via Deliveroo.
Please note, the menu you see on Deliveroo is not made to order and depends on the bakery's availability at that particular time of the day.
Can i order hot food?
The food will be freshly made, to order. However, we can't assure it will arrive hot. Our delivery menu is designed to be enjoyed at room temperature.
Can i order large quantities of food for an event?
We would love to bake for your event.
Please reach out to our Customer Experience Team via contact form listing your food requirements and delivery date, so that we assist further.
Can I change the items in the sharing boxes, bundles or hampers?
We are not able to accept changes to the set boxes and hampers. We'd suggest ordering loose items if the current selection doesn't meet your needs.
Can I order from abroad?
There are a few things to take into consideration when ordering from abroad:
- Please make sure the contact number provided is an UK number to ensure the driver can get hold of the person receiving the food.
- Please make sure the person receiving the food is aware of the delivery.
- If you are organising a surprise delivery, please make sure the person will be at home to receive the food.
We are not able to re-deliver uncollected orders. If the food is returned to the bakery, our team will keep it safe for collection on the same day. We don't keep food in our bakery overnight.
Will I be able to track my delivery?
Yes. You will receive an email and text with a tracking link on the delivery day.
If you haven't received your link or need further assistance, please get in touch with our team.
What is the delivery fee?
We have a flat delivery fee of £14.95.
Your food will be delivered to you straight from our ovens, by car or bike.
I need help with my order
Our team would be delighted to help. Please contact us via this link or by phone on +44 (0)20 8138 8708
Home Delivery
Can I amend my delivery slot?
To change your delivery slot you will need to cancel your order and place it again.
Please make sure you have enough time to place the new order before going ahead with the cancellation. As reminder, our cut-off time for placing and cancelling orders is 11am, two days before the delivery date.
To cancel your order:
- Log in to your customer account
- Go to 'My Orders'
- Select 'cancel order' and confirm 'Yes, Cancel Order'
A refund email will be sent automatically once the order has been cancelled.
Please note, we use fresh ingredients that will be ordered specifically to prepare your food. For this reason, and to prevent waste, we are not able to cancel orders after the cut-off has passed.
Can I choose a specific delivery date and time?
You will be able to select your preferred delivery date and time slot up to one month in advance.
We deliver in one-hour slots, between 8am and 4pm.
You will be able to select your preferred slot at checkout; however, is not possible to request a bespoke time.
Here is a list of available slots:
- 8am - 9am
- 9am - 10am
- 10am - 11am
- 11am - 12pm
- 12pm - 1pm
- 1pm - 2pm
- 2pm - 3pm
- 3pm - 4pm
Do you deliver weekends and bank holidays?
We deliver every day, including bank holidays, with the exception of Christmas and Boxing Day (25th & 26th December).
What happens if I'm not at home when the delivery arrives?
We will attempt delivery of your order only once. If no one is available to receive it, the order will be taken back to our bakery.
You can still collect the food at the bakery, before closing time. If the food has been out for a long period of time, some items may no longer be safe for consumption. In such instances, we cannot provide a refund.
Any uncollected orders will be donated to our charity partner at the end of day.
If you are happy for us to deliver the food to a safe place or neighbour, please email our team with further instructions, at least 24hrs before the delivery is due.
Can I order a next-day delivery?
Our bakers need some time to order fresh ingredients to prepare the food, which will also be freshly made, to order, on the delivery day. For this reason, we can't accommodate next-day deliveries.
Can I order a same-day delivery?
This option is only available via Deliveroo. Please note, the menu you see on Deliveroo depends on availability at that particular time of the day.
What's the cut-off time for placing and cancelling orders?
You can cancel your order right up to 11am, two days before the delivery date.
This can be done in your online account.
Please note, we can't accommodate new orders or order cancellations after the cut-off time.
Can you accept orders after the cut-off time?
The ordering process is automated so, unfortunately, we are not able to take orders after the cut-off time has passed.
If your order is not too big, we'd advise to pop by your local GAIL's. We are also available on Deliveroo.
How do I amend my order?
Unfortunately, is not possible to edit an order after it's been placed. This also includes changes such as delivery date or time slot.
If you wish to cancel your order and start over, please be mindful of the ordering cut-off times before requesting a cancellation.
You can cancel your order online, in the 'orders' section, or following the link in your confirmation email.
A refund email will be issued automatically once the order has been cancelled.
Please note, we use fresh ingredients that will be ordered specifically to prepare your food. For this reason, and to prevent waste, we are not able to cancel orders after the cut-off has passed.
How do I cancel my order?
You can cancel your order online, in the 'orders' section, or following the link in your confirmation email.
A refund email will be issued automatically once the order has been cancelled.
Please note, we use fresh ingredients that will be ordered specifically to prepare your food. For this reason, and to prevent waste, we are not able to cancel orders after the cut-off has passed.
Same-day orders can't be cancelled.
Can I order hot food?
The food will be freshly made, to order. However, we can't assure it will arrive hot. Our delivery menu is designed to be enjoyed at room temperature.
Can I order large quantities of food for an event?
We would love to bake for your event.
Please reach out to our Customer Experience Team via contact form listing your food requirements and delivery date, so that we assist further.
Can I change the items in the sharing boxes, bundles or hampers?
We are not able to accept changes to the set boxes and hampers. We'd suggest ordering loose items if the current selection doesn't meet your needs.
Can I order from outside the UK?
There are a few things to take into consideration when ordering from abroad:
- Please make sure the contact number provided is an UK number to ensure the driver can get hold of the person receiving the food.
- Please make sure the person receiving the food is aware of the delivery.
- If you are organising a surprise delivery, please make sure the person will be at home to receive the food.
We will attempt delivery of your order only once. If no one is available to receive it, the order will be taken back to our bakery. You can still collect the food at the bakery, before closing time.
If the food has been out for a long period of time, some items may no longer be safe for consumption. In such instances, we cannot provide a refund.
Any uncollected orders will be donated to our charity partner at the end of day.
Can I remove or change food ingredients?
To reduce allergen risks and to prevent food waste, we are not able to tweak our recipes even if it's a simple change such as removing an ingredient.
Can I track my delivery?
Yes. You will receive an email and text with a tracking link on the delivery day.
If you haven't received your link or need further assistance, please get in touch with our team.
Do you deliver to my area?
We deliver to most locations that are close to our bakeries. Please insert your postcode in our ordering page to see if we can deliver to your area. You will be able to see and select your closest delivery bakery, which may not be your local GAIL's.
If a direct delivery is not possible, you can find your local GAIL's on Deliveroo.
Unfortunately, we are not able to deliver to postcodes that aren't within our delivery radius.
Do you deliver nationwide or internationally?
We deliver some products nationwide, to Mainland UK. Please refer to our Nationwide Delivery FAQs for more information.
We don't deliver internationally.
Can you deliver outside of your delivery radius?
We deliver from select bakeries and can't currently accommodate deliveries outside that radius.
If we don't deliver to you but there is a GAIL's in your area, you may be able to find us via Deliveroo.
Can I request my bread to be sliced?
Yes. Please make sure this option is selected before checking out. If you forgot, give your delivery bakery a call as soon as possible. You will need your order number.
I didn't receive a confirmation email
Please check your spam folder. If you haven't received a confirmation email after a few minutes, please contact our team immediately.
There is an issue with my order
We are sorry something went wrong. Please contact our team via this link or by phone on +44 (0)20 8138 8708
what is the delivery fee?
The delivery fee is £14.95. Your food will be delivered to you straight from our ovens, by car or bike.
Nationwide Delivery
How does nationwide delivery work?
We now deliver some of our products Nationwide (UK Mainland only).
To place an order, simply add the items to your basket, insert a delivery address at checkout and we'll handle the rest!
If you have any issues checking out this may be due to your basket containing products from our local delivery range.
The day your order is ready to be shipped you’ll receive tracking notifications via DHL.
Due to our quick dispatch process, amending or cancelling nationwide orders is not possible.
Please review your order after it's been placed. If you notice any errors, please contact our Customer Experience Team within an hour of placing your order at +44 (0)20 8138 8708.
what's the delivery fee?
There is a flat £8 delivery fee.
This will be added automatically at checkout.
What happens if there is an issue with my order?
As a first step, please contact DHL with your tracking number.
If DHL can't provide a solution or the issue is related to product quality, please contact our Customer Experience Team: Contact Us.
What's the ordering cut-off time?
You can place your order up to 11am, two days before your desired delivery date.
Click & Collect
What's the difference between Click & Collect and Same-Day Click & Collect?
Click & Collect orders need to be ordered in advance, by 11am two days before collection. You can choose a collection date up to a month in advance. The food will be specially made, to order.
Same-Day Click & Collect works only for collections on the same day the order is placed. You can order any time, within bakery opening hours. The food availability will depend on what's out of the oven at the time of your order.
Can I order drinks for Click & Collect?
Our selection of chilled drinks is readily available for click & collect pre-orders. However, hot drinks can only be ordered through our Same-Day Click & Collect via the GAIL's app.
What's the cut-off time for placing and cancelling orders?
The cut-off time for Click & Collect is 11am, two days before the collection date.
Same-Day Click & Collect orders can be placed any time within our trading hours. Please note, these orders can't be cancelled.
How do I cancel my order?
You can cancel your order online, in the 'orders' section, or following the link in your confirmation email.
A refund email will be issued automatically once the order has been cancelled.
Please note, we use fresh ingredients that will be ordered specifically to prepare your food. For this reason, and to prevent waste, we are not able to cancel orders after the cut-off has passed or for Same-Day Click & Collect orders.
How do I amend my order?
Unfortunately, is not possible to edit an order after it's been placed. This also includes changes such as collection date or time slot.
If you wish to cancel your order and start over, please be mindful of the ordering cut-off times before requesting a cancellation.
You can cancel your order online, in the 'orders' section, or following the link in your confirmation email.
A refund email will be issued automatically once the order has been cancelled.
Please note, we use fresh ingredients that will be ordered specifically to prepare your food. For this reason, and to prevent waste, we are not able to cancel orders after the cut-off has passed or same-day orders.
Can you slice my bread?
Yes, please make sure you select this option before checking out.
Can I collect items that are only available in the delivery menu?
No. These items are exclusive to our delivery customers and prepared in select bakeries.
Do I have to queue at the bakery?
You don't need to queue. The bakery should have a designated area for collections. If it's not clear, please ask our team for assistance.
There is an issue with my order
We are sorry something went wrong. Please contact our team via this link.
Can someone collect on my behalf?
Yes, please make sure they provide your full name and the order number upon collection.
Will I receive a text when the food is ready for collection?
No. We strive to have the food ready at the date and time slot requested.
Is there a minimum order value?
No, you can order as little or as much as you want. For larger orders, we'd recommend reaching out to our team to discuss further.
what happens if i don't collect my order on time?
You can still collect the food at the bakery, before closing time. However, if the food has been out for a long period of time, some items may no longer be safe for consumption.
In such instances, we cannot provide a refund.
Any uncollected orders will be donated to our charity partner at the end of day.
Deliveroo
Are all your bakeries in Deliveroo?
Yes! If you can't see us, you may be outside of Deliveroo's range, which is around 5 miles.
What happens if I have an issue with a Deliveroo order?
Because your order was placed through Deliveroo, you will have to get in touch with their customer service team. They will be able to help with refund requests or rider issues.
Unfortunately, we can't do this from our end.
If you are experiencing recurring issues, please do get in touch with us too so that we can look into it.
Allergies & Dietary Needs
I have an allergy
Our food and drinks are made by hand in our bakeries.
We use many ingredients and shared equipment, therefore we are not able to guarantee any of our products are free of allergens.
You can access our allergen information page here.
I have an intolerance
You can access allergen information in our website and at the bakery by speaking with a team member.
I follow a specific diet
Please speak with the team about your nutritional needs or diet. They would be more than happy to help you choose a suitable item.
Is your food halal or kosher certified?
Our food does not have Halal or Kosher certification.
Is your food organic?
Our food is not organic. We are determined to use the best quality ingredients we can find to prepare our food and use both, organic and non-organic ingredients.
Gift Cards
Where can I purchase a gift card?
You can purchase physical gift cards in our bakeries and at gails.com.
Digital gift cards are only available at gails.com.
Where can I redeem a gift card?
Gift cards are valid for two years and can be redeemed in-bakery, the GAIL's app and online.
Can I extend the validity of my gift card?
Unfortunately, is not possible to extend the date after the two years have passed. Please feel free to contact us if you have any questions or need clarification on the Gift Card terms and conditions.
Can I cancel or exchange my gift card?
Gift cards can't be cancelled or exchanged by cash.
I need help with my gift card
Please get in touch with our Customer Experience team: Contact Us.