FAQ's

We hope the below information answers your questions, but if not, feel free to head to our Contact Us page to send us an email.

DELIVERY:

From Mon 31.8.20, we will be delivering to homes in the Sydney Metro area on Wed-Sat each week, and regional NSW and ACT homes (inc Canberra) each Thursday.

PLEASE NOTE.  We require 2 days notice for all orders, with a 9am cut-off.  This means if you order after 9am, your earliest delivery or pick-up date will be not in 2 days time, but in 3 days.

For more delivery information go to our DELIVERY INFO page.

Q: Do you deliver to apartments?

Yes, however special rules apply.  When we drop off to high rise units/apartments, our delivery staff can unfortunately not bring your order right to your door at this time. Please get in touch to discuss if required.

 Q: Can I pay upon delivery?

No, all orders must be prepaid via credit card or PayPal through the website.  Our online service is 100% cashless whether on a pickup or delivery basis

 

CLICK & COLLECT

Q: Do you offer Click & Collect?

Yes, we do.  You can pick up your purchases Tuesday to Friday, 8am - 2pm and Saturday 8am - 12am with two days notice.  The minimum order for Click & Collect is $20.00.  To allow time to bake your goods, all orders must be placed  by close of business (3pm for us) two days prior.  For e.g, for a Wednesday pick-up, your Click & Collect order must be placed by 3pm on Monday.   

Q: How much notice do I need to give for my Click & Collect order?

Please place your order two days before you would like to collect, with a 3pm cut-off time (see above for details).

Q: What hygiene measures are in place for your pick-up location?

Customers collecting their orders at our Sefton bakery will not be able to enter the premises, owing to hygiene standards.  Instead, they need to enter via our Clapham Rd entrance (there is a driveway with limited parking, but on street parking is not a problem).  Then please ring the buzzer there, and a staff member will come out to greet you and fetch your order for you.  The staff member will be wearing gloves and ensure safe distance measures are met.

For a full statement of COVID19 health measures, read our blog on our main website HERE.

 

GENERAL

Q: When is your bread baked? 

Our bread is baked the day BEFORE you receive it, to allow time for packing and delivery.  Sourdough which is made naturally has a longer shelf life than most breads, however we do recommend that any bread you don't eat on the first day or so after receiving your delivery is best suited to toasting and toasted sandwiches, rather than eating fresh.

Q: Why does my bread feel quite 'hard' when it arrived?

Our delivery vehicles are refrigerated, to ensure pies and sausage rolls stay at the right temperature for food safety. So, when your Shepherd's bread arrives at your house, it might feel 'firm' to the touch, which can make it seem stale. Rest assured, if you leave it on the bench to return to room temp, it will feel a lot fresher in no time! If, however you like to freeze your bread, go ahead and pop it straight into the freezer to maintain max freshness as soon as it arrives.

Q: Why can't I get through to the checkout? 

You have not met the minimum order - it is $20 for Click & Collect and $60 for Sydney Metro delivery / $95 for regional NSW and ACT delivery.  Please add another item or two to your cart, refresh the page and you will find you're able to proceed.

Q: Are your stores still open?

Yes, but many people feel more comfortable shopping from home right now.  That's why we've set this option up.  Our two stores remain open currently - check our main site for more details on these locations.  Some of our farmers markets are running, some are not - our social media is the best place to stay informed on this. Follow us on Facebook or Instagram.

Q: What forms of payment do you accept?

Visa, MasterCard, PayPal.

Q: Can I cancel my order once I have paid ?

Unfortunately not.  Once you have paid and ordered we cannot cancel the order as it goes into production schedule (i.e. we begin to prepare your order immediately).  This is due to the nature of our 'slow food' products - our sourdough for e.g. cold ferments for over 24 hours!

Q: Do you accept refunds?  

If you are unhappy with your order and/or purchase, immediately notify us (within 24 hours ) of your concern.  We retain the right to judge our product quality for ourselves & determine the amount that can be refunded. All refunds will be provided as in-store credit.

Q: Is your bread baked fresh daily?

At Shepherd's we pride ourselves on our wide range of products, from freshly baked breads, baguettes, croissants, sandwiches and sourdough to speciality cakes. Our bakers work through the night to ensure our customers have freshly baked bread available each morning.

Q: Where do I find nutritional information on our bakery items?

This information is all available on our main website and items come packaged with information on the labels.

Q: Do you have an allergen-free environment?

We bake the old fashioned way with extensive use of flour (wheat, spelt, rye and other flours), some nuts and dairy products. Our bakery is sectioned off for different items such our Gluten Free ranges.  We are very careful in our production process to avoid crossover of raw materials. However, none of our products can be guaranteed as 100% allergen-free for this reason.

Q: Do you cater or do custom orders?

No, we are unable to.  Please just order what you require for your event or gathering as per a regular order, and plate up at home as required.  Many of our products are very suitable for catering, especially the Nice Kitty range and our GF Tarts.  We are unable to offer custom orders at this time.