FAQs

Our own invention: part donut, part cannoli.

A crisp donut shell filled with fresh cream, dipped in chocolate and finished with toppings like Kinder Bueno, Crunchie and Biscoff.

You won't find them anywhere else — the Donnolli is an original Black Box creation.

Everything is made in our own bakery in Newcastle, County Down, Northern Ireland.

Nothing is bought in or outsourced — we make it all ourselves, by hand, in one kitchen.

Our bakers make the dough fresh, it's cut on our line, fried, and then every single donut is decorated by hand.

That hand-finishing is why no two boxes are ever quite identical — and why we can do designs a factory couldn't.

Very. We bake to order rather than to stock — your donuts are made overnight and go out for delivery the same morning.

They've usually been made less than 24 hours before they reach your door.

For the best possible experience, eat them on the day they arrive.

Kept somewhere cool and dry, they'll be good for up to 3 days. Every box has a best-before date printed on it.

Our donuts can be frozen.

Keep them somewhere cool and dry, in the box they arrived in, out of direct sunlight.

There's no need to refrigerate them — in fact we'd rather you didn't. The fridge dries the dough out and dulls the toppings.

Not on our standard boxes. Our bakers create new recipes and designs every week, so each box is a selection of whatever they've made that week.

It's part of the fun — you get the newest things first, before anyone else sees them.

We dispatch Monday to Friday. We don't ship at weekends.

Delivery is £4.99 on standard orders, anywhere we deliver.

Orders over £50 are delivered free.

Wholesale and corporate orders are quoted separately — email [email protected] and we'll sort it out with you.

Yes — and we'd encourage it.

You choose your delivery date at checkout, and we bake specifically for that date. It's the best way to make sure your donuts land exactly when you want them.

We deliver across the whole of the UK — England, Scotland, Wales and Northern Ireland — and to the Republic of Ireland.

Some destinations need one extra working day:

• Scottish Highlands and Islands
• Isle of Man
• Isles of Scilly
• Channel Islands
• Republic of Ireland

If you're ordering to one of these, bear that extra day in mind when you pick your delivery date.

Deliveries usually arrive between 7am and 5pm on the date you chose at checkout. Around 97% of our orders arrive on the selected date.

Occasionally a box arrives the day after — and that can be any day, Monday to Sunday.

If your order is for something time-sensitive like a birthday or an event, choose a delivery date one day earlier to give yourself a buffer. Donuts keep beautifully for a day; missed birthdays don't.

Every order goes out with Royal Mail Tracked 24, and you'll receive tracking details by email automatically once your box is on its way.

If nothing has arrived in your inbox, check your junk or spam folder first — that's where it usually is. Adding [email protected] to your contacts stops it happening again.

Check your junk or spam folder — it's almost always there.

Add [email protected] to your contacts so future emails come straight through, including your tracking details.

If it's genuinely not there, email us and we'll resend it.

First, check your tracking. Royal Mail occasionally runs a day behind, and most late boxes turn up the following day perfectly fine.

If your box arrives past the best-before date printed on it, please don't eat it. Email [email protected] with your order number and we'll replace it or refund you.

Yes, and a lot of our orders are gifts.

Just enter the recipient's address as the delivery address at checkout, and choose their delivery date as normal.

You can add a personalised message for them through Giftnote during checkout — the recipient gets your message with their box.

Not currently. Everything we make contains milk, eggs and wheat.

It's one of the most common things we're asked for, so if that ever changes we'll say so loudly.

Yes. Our donuts contain, and are made in a kitchen that handles, a range of allergens — including:

• Cereals containing gluten (wheat)
• Milk
• Eggs
• Soya
• Nuts
• Peanuts
• Sesame

Because everything is made by hand in a single bakery where these ingredients are handled openly, we cannot guarantee that any product is free from any allergen — even if that ingredient isn't listed for that specific donut. Cross-contamination is always possible.

Per-product ingredient and allergen information is on each product page and collected on our Ingredients page.

No. We're sorry to be blunt, but this one matters more than good manners.

Our products are not suitable for anyone with a severe or life-threatening allergy. Everything is made by hand in a single bakery where allergens are handled openly, and we cannot offer the guarantees that a severe allergy requires.

If you're buying donuts for someone else, please check with them before you order.

If you have a milder intolerance and want detail on a specific product, email [email protected] and we'll tell you exactly what's in it.

Ingredients and allergen information are shown on each product page, and everything is collected together on our Ingredients page.

If you need detail we haven't published, email [email protected] and we'll get you the specifics.

Once we've agreed a refund with you, we process it within 3 working days.

It then takes a few more days to show up in your account, depending on your bank or card provider — that part is out of our hands.

Yes, up to 24 hours before your order is dispatched.

Email [email protected] with your order number and we'll cancel it and refund you in full.

After that point your donuts have already been made specifically for you, so we can't cancel — fresh food can't be resold.

Get in touch as soon as you can.

If your order hasn't gone into production yet, we can usually change the delivery date or the delivery address. Email [email protected] with your order number.

Once your box has been baked we can't change what's in it.

Not for the donuts. The 14-day cooling-off period under the Consumer Contracts Regulations 2013 doesn't apply to perishable food, which is why our cancellation window is 24 hours before dispatch instead.

This doesn't affect your statutory rights under the Consumer Rights Act 2015. If something arrives faulty, damaged or not as described, you're still fully covered — see There's a problem with my order.

Email [email protected] within 48 hours of delivery with:

• Your order number
• Photos of the donuts
• Photos of the outer packaging

The packaging photos genuinely matter — they tell us whether it's a bakery issue or a courier issue, and they let us claim against Royal Mail where relevant. Please send them even if the box looks fine from the outside.

Our default is a free replacement box, sent out to you at no cost.

Where a replacement isn't possible, or you'd simply rather have your money back, we'll refund you in full — including the delivery charge.

You won't be asked to return anything. Please don't post donuts back to us.

Email [email protected].

That's our single support channel. We don't operate a phone line — which means everything is written down, nothing gets lost between calls, and you get a proper answer rather than a rushed one.

Include your order number if you have one and it'll be much quicker.

We'll retry the payment a couple of times.

If it still doesn't go through, we pause your subscription rather than cancelling it — and we never charge a fee for a failed payment.

You can restart whenever you're ready. Just email [email protected].

You choose your box and how often you'd like it, and we bake and send it on that schedule.

It's a rolling subscription with no minimum commitment and no contract — you're never locked in, and you can stop at any time before your next payment.

Email [email protected] any time before your next payment is due, and we'll cancel it for you.

Cancellation takes effect immediately and there is no cancellation fee. We won't put you through a retention script or make you justify it — one email is enough.

To be safe, give us a little notice rather than emailing the night before a renewal.

Yes. We send a reminder before each renewal, so you're never surprised by a payment.

If we ever change the price or what's in your box, we'll give you 30 days' notice first — enough time to cancel if it's not for you.