Need any Help? Frequently Asked Questions

If you've a question about Krispy Kreme products, stores or our business, you can find a selection of our frequently asked questions below!

General

If you've a question about our stores or our business, then we've a selection of frequently asked questions below. For all other queries, please contact our Customer Care team here: https://www.krispykreme.co.uk/contact-us

Pronounced ‘cream’ and spelled ‘Kreme’ - tastes amazing!

We have over 120 Krispy Kreme stores and over 1,000 cabinets at our retail partner outlets. Please note, due to the Coronavirus pandemic some of our stores and cabinets remain closed. To find where you can experience Krispy Kreme, please use our store locator here: https://www.krispykreme.co.uk/find-store

Krispy Kreme stores open to suit the needs of the neighbourhoods they serve, so you may find stores have different trading hours. For your local stores opening hours, please use our store locator here: https://www.krispykreme.co.uk/find-store

As you'd expect, we take our customer privacy very seriously. You can read our privacy policy on the Krispy Kreme website here: https://www.krispykreme.co.uk/privacy-policy

We would love to hear from you! Great people are at the heart of the success we've enjoyed since launching in the UK back in 2003 and we're always looking for amazing people to join our team. Please visit https://www.krispykreme.co.uk/careers for information on our culture and latest opportunities.

Our tasty treats are made fresh daily so best eaten on day of purchase for optimum freshness. The ideal condition for storage of a Krispy Kreme doughnut is in the original packaging at room temperature. We do not recommend storing in the fridge, in plastic storage bags or boxes or near a heat source.

No, due to Covid-19 we don't currently accept cash payments.

We are proud that our doughnuts are made fresh daily, to ensure we give our customers the high quality experience that they expect from Krispy Kreme. We use sophisticated demand planning tools to try to reduce the occurrence of waste, targeting a 5% waste reduction across our cabinet business. At the majority of our sites any unsold or unacceptable quality doughnuts are recycled by Leafield Feeds Ltd to be used as a component of animal feed. 25% of our company food waste is sent for Anaerobic Digestion and converted into bio-fuel and overall 94% of our food waste is diverted from landfill.

Unfortunately, we are not able to provide empty packaging. We offer doughnuts in a variety of pack sizes, including individually boxed (online only), 3 pack and 6 packs (available in store only) and the traditional dozen.

Orders for Delivery

If you've a question about Krispy Kreme doughnut delivery, then we've a selection of frequently asked questions below. For all other queries, please contact our Customer Care team here: https://www.krispykreme.co.uk/contact-us

We currently offer a next day delivery service to most of the UK mainland and Isle of Wight. Unfortunately, at the moment we are not able to deliver to certain areas of Scotland, Cornwall or the Scottish Highlands, Isle of Man, Isles of Scilly, Northern Ireland or Channel Islands. To find out if delivery is available in your area, please pop your postcode in here to begin your order.

Currently the weekend next day delivery service costs £4.45 and the weekday next day delivery service costs £3.95.

You cannot currently order for same day collection or delivery but we do work with partners for same day doughnut delivery - Just Eat, UberEats and Deliveroo. Check out their websites for more information!

Yes! When you complete your order you will see a box where you can type a personal message (up to 300 characters), which is perfect if you wish to send this as a gift to a friend or loved one. The message card will be put inside the delivery order.

Yes, please use our corporate ordering functionality at https://www.krispykreme.co.uk/corporate to load different addresses online for delivery. Please add addresses to your order and assign the products you would like to be sent to each location. You can checkout with just one payment!

You can select a specific date for the delivery when you place your order. If you are ordering for a weekday delivery then the delivery time is 8am-12pm. If you are ordering for a weekend date the delivery time is between 8am and 6pm.

You can add a message to the doughnuts if you are choosing the “Say it with Krispy Kreme” hand piped half dozen. Unfortunately we are not currently able to add bespoke icing, pictures or branding images to the doughnuts.

Coronavirus Questions

Your wellbeing is our top priority - find out what we're doing to protect our customers

The health, safety and wellbeing of our staff and customers is our number one priority at all times. As Covid-19 guidance and legal restrictions ease and evolve, we continue to have several health, safety and hygiene measures in our retail stores and at our manufacturing sites which align with the appropriate Government guidance throughout the UK.

Yes. All of our stores are open for eat-in, drive-thru, Click and Collect, takeaway and delivery. Find your nearest store at https://www.krispykreme.co.uk/find-store

We ask all our staff to continue to wear face masks at this time and ask all our customers to please be mindful of others when you are with us. For Scotland and Wales, we continue to ask all staff and customers to wear a face covering when entering and moving around our stores, unless exempt, as per Government guidance. Face coverings can then be removed when making use of our seating areas.

In England, Scotland and Wales, we have removed our social distancing measures for our stores, in line the Government guidance. We undertake risk assessments and continue to have other mitigations in place to keep our customers and staff safe.

Click and collect is operating in all our Retail stores. To order go to: https://www.krispykreme.co.uk/shop.html

We accept reusable cups in stores again.

We are so excited to welcome customers back for our ‘Hot Now Hours’ at your nearest Hotlight store. You know the drill… when the Hot Now sign is glowing red, you know it’s time to visit one of our Hotlight stores to enjoy a melt-in-your-mouth HOT Original Glazed doughnut, fresh off the line, compliments of us! The magic takes place every single day during our ‘Hot Now Hours’ both in store and though the drive thru. Find details of participating stores here: https://www.krispykreme.co.uk/hotlight-hour

We have taken the decision to only accept contactless/chip and pin payments in all of our retail stores to ensure the most efficient customer experience. If you wish to use cash, you can access our delicious treats via one of our many cabinets in selected Tesco, ASDA, Morrisons, Sainsbury’s, Moto, Welcome Break and Road Chef locations.

Nutritional Information and Ingredients inc. Vegan

If you've a question about our ingredients or nutritional data, then we've a selection of frequently asked questions below. For all other queries, please contact our Customer Care team here: https://www.krispykreme.co.uk/contact-us

Krispy Kreme are completely committed to responsible and sustainable use of Palm Oil. We have complete traceability of any Palm Oil we use and 99.35% of it is from sustainable sources. Where it is not possible to source sustainable Palm Oil we offset by purchasing credits. We strive towards 100% sustainable Palm Oil in the future and we see continuous improvement in this area as a key part of our sustainability agenda.

You can find all our nutrition and allergen information by visiting https://www.krispykreme.co.uk/nutritionals. Alternatively, all of our doughnuts listed on the website contain detailed lists of allergens and nutritional data to enable you to make informed decisions about purchases.

We are always looking at ways of extending our portfolio of products to introduce different portion sizes of doughnuts. Our Krispy Kreme Bites (47 kcal per bite and 138 kcal per serving), is proving to be a popular, alternative choice for consumers. We have reduced sugar by 6% from 2015 to present day and will continue to look at ways to reduce sugar in our glazes, kremes and icings, in pursuit of the Public Health England target of 20% by 2020, whilst protecting the same irresistibly great taste of our original sweet treats!

We have reduced sugar by 6% from 2015 to present day and will continue to look at ways to reduce sugar in our glazes, kremes and icings, in pursuit of the Public Health England target of 20% by 2020, whilst protecting the same irresistibly great taste of our original sweet treats!

We are working towards the Public Health England targets of calorie reduction where possible. We are focused on reducing calories where we can and none of our doughnuts are over 400kcal with 44% of our range under 325kcal. We intend to work towards 60% by 2022 and 70% by 2025 being under 325kcals.

Krispy Kreme is an indulgent brand and not a daily treat. We believe in a sensible approach to living well, through a balance of energy in and out. We encourage our customers to share our irresistibly original doughnuts and spread the joy even further!

Yes, our coffee is ethically sourced and Rainforest Alliance Certified, which means we meet rigorous environmental and social standards. We only buy top quality beans and pay a fair price for them, purchasing all of our coffees at more than Fairtrade base price. Much of the coffee is purchased directly from the farm cooperatives using the expertise of our coffee roaster.

We are committed to working with our suppliers to ensure the highest standards of animal welfare throughout our supply chain. We only source 100% free range eggs for our doughnut mix in the UK and Ireland. Where possible, we buy our raw materials from British and Irish farmers throughout the year, to ensure we are supporting local farming communities and reducing our carbon footprint

We consider our products to be suitable for anyone who follows a Halal diet, however we are not Halal certified.

We consider our products to be suitable for anyone who follows a Kosher diet, however we are not Kosher certified.

Our doughnuts are suitable for vegetarians who follow an ovo-lacto vegetarian diet.

We currently offer a Vegan Original Glazed dozen, exclusively available for home delivery. For more information, please visit our online product information page here: https://www.krispykreme.co.uk/original-glazed-vegan-dozen.html

We do not use any artificial colours in our doughnuts. Our edible doughnut toppers contain artificial colouring - they may have an adverse effect on activity and attention in children. We are currently reviewing flavourings and preservatives with our suppliers and removing any artificial additives where possible.

Gluten is present in all of our products since one of our main ingredients is wheat flour and not suitable for a Gluten-free diet.

Please be aware that some of our products do contain peanuts and other nuts. These are clearly labelled in store and on our website. All our doughnuts therefore do carry a risk that they may contain nuts and are therefore not suitable for nut and peanut allergy sufferers due to manufacturing methods.

We are currently trialling a vegan Original Glazed dozen exclusively online for home delivery. At the moment we do not have vegan products available in our stores or cabinets but we will be hoping to expand this range in the future.

Krispy Kreme Rewards

If you've a question about Krispy Kreme Rewards, then we've a selection of frequently asked questions below. For all other queries, please contact our Customer Care team here: https://www.krispykreme.co.uk/contact-us

Krispy Kreme Rewards is the Rewards scheme for our biggest fans. It’s free to join and offers you personalised Rewards, birthday surprises, VIP experiences and sneak peeks at our latest flavours!

Joining is easy, simply register online at https://www.krispykreme.co.uk/Rewards or by downloading and registering the Krispy Kreme Rewards app. The app is available on both Google Play and the App Store.

The minimum age for joining Krispy Kreme Rewards is eighteen years of age.

Krispy Kreme Rewards is a points based loyalty scheme. Our points come in the form of Smiles, and for qualifying purchases you make, you’ll earn 10 Smiles for every whole £1 spent. Once you’ve saved enough Smiles, you can convert these Smiles into Rewards to get free doughnuts and hot drinks!

Every time you shop in our retail stores, you earn Smiles by scanning your Rewards loyalty ID. Your Rewards loyalty ID can be found on your Rewards app.

Yes – you just need to keep hold of the receipt for your purchase. On the Rewards app there is an option to add the details of your Krispy Kreme receipt that will award the correct number of Smiles to your account.

You can collect Smiles for every purchase online, as long as you are logged in when you complete the purchase. We will automatically add the Smiles to your account after you complete the transaction. Online orders placed via a guest check out will not be linked to your account.

We've rolled out new packaging to include unique codes that can be entered on our Rewards app to earn Smiles. The code can be found under the front flap of our boxes and is a code with letters and numbers. These codes are unique and can only be used once. Please allow at least 15 minutes for Smiles to appear on your account after entering a code.

Unfortunately we are currently unable to award Smiles through purchases with our delivery partners. It something we’re working on so watch this space!

The easiest way to keep track of your Smiles balance is through the Rewards app. You can also opt into our marketing emails and we’ll be able to send you regular Smiles statements, personalised offers and Reward notifications so you can make the most of your membership!

Smiles are only valid for 12 months from the point of being awarded and will expire if unused after this time. You just need to make sure you convert them into Rewards before they expire!

It’s really simple, and all managed through the Rewards app. The app will show you what Rewards you have available, once you’ve confirmed your Reward choice, click “add to wallet” and this will then show in the wallet tab on the app.

Once you’ve added a Reward to your wallet, you can redeem them at all Krispy Kreme stores. When instore, just present your ID barcode on the app and tell the colleague instore that you would like to make a redemption. You can also use selected Rewards online at www.krispykreme.co.uk for click and collect orders.

No! Once Smiles have been converted into a Reward, that Reward will not expire. It can be redeemed at any time either online when ordering for click and collect, or at a Krispy Kreme store.

When joining the Rewards Programme you will immediately become eligible to receive a welcome Reward consisting of one complimentary Original Glazed Doughnut.

The Welcome Reward can be redeemed either at either a Krispy Kreme store or at a Tesco cabinet, subject to availability. When registering, you will need to decide where you want to redeem this Welcome Reward, we’ll email you with all the instructions on how to claim it.

The Welcome Reward is valid for 30 days from when you register to become a member via our Website or on the App. If you have not redeemed your Welcome Reward within the permitted 30 days, the Welcome Reward will expire.

Being a part of our Rewards scheme means we’ll also treat you to a free doughnut of your choice when it’s your birthday month!

We’ll email you with all the details when you’re eligible. To claim your free birthday doughnut, you will need to add the birthday Reward to your wallet on the Krispy Kreme app. Once you have the Reward in your wallet, simply show your ID barcode on the app to our colleague in store. It cannot be redeemed by showing this email in store.

The Krispy Kreme app is FREE to all members and can quickly be downloaded from either the App Store or Google Play. You will need the app to manage your Rewards account and add Smiles from in store purchases.

Birthday doughnuts are only available in our Krispy Kreme stores.

No, birthday doughnuts are exclusive to Krispy Kreme stores. They cannot be redeemed online or through any of our cabinet partners.

You can claim your birthday doughnut at any point in your birthday month. The expiry date will be shown in the email we sent you.

Firstly make sure you are using the most recent version of the app. This will be available through Google Play and the App store. If the problem persists, you can reset your password on our website by visiting this page https://www.krispykreme.co.uk/customer/account/forgotpassword/

Often resetting your password and then removing and re-installing the app on your phone will solve the problem. Don’t worry about your account data being lost, it will be there when you log back in.

Of course - you can contact our customer care team who will be able to help: https://www.krispykreme.co.uk/contact-us

Orders to Collect In Store

If you've a question about Krispy Kreme click and serve options, then we've a selection of frequently asked questions below. For all other queries, please contact our Customer Care team here: https://www.krispykreme.co.uk/contact-us

You can order doughnuts online for Click and Collect at any one of our Krispy Kreme stores (excluding Airport locations). Click and Collect is not currently available from retail partner outlets such as Tesco, Asda, Morrisons or Sainsburys. Find your nearest store using the website store locator here: https://www.krispykreme.co.uk/find-store

Different online products carry different lead times so please do order as soon as possible. Click and Serve orders must be placed prior to 2pm the day before the collection date. Larger orders or products such as the Doughnut Tower and Doughnut Wall carry longer lead times.

If you need to change or cancel an order, please contact our Customer Care team here: https://www.krispykreme.co.uk/contact-us. Any cancellations or amends need to be made 24 hours before the collection date.

Our doughnuts are made fresh daily and in the case of Click and Serve, made to order especially for you! This means that if you don't collect your doughnuts on the date specified in your order, no refund will be given.

Corporate Social Responsibility

If you've a question about Krispy Kreme's approach to being a responsible business, then we've a selection of frequently asked questions below. For all other queries, please contact our Customer Care team here: https://www.krispykreme.co.uk/contact-us

We appreciate the importance of taking action to combat all aspects of modern slavery. Krispy Kreme has HR policies to ensure compliance with relevant legislation concerning rights at work. We are also working on a new IT system to further strengthen our auditing capability in this area. Additionally, no person below the minimum legal age shall be employed and no one under the age of 18 will be employed where specific workplace conditions apply (nightshift, machinery).

We have a goal of halving the plastic in our business by 2025. We have already made positive steps in this area targeting Reduce, Reuse and Replace initiatives and we will continue to build on this momentum. In 2020 we will remove 20 tonnes of plastic from our business. In 2019 we have replaced 1.6 million plastic straws with recyclable paper straws, saving 6 tonnes of plastic. In 2020 we will replace our plastic cups for milkshakes and chillers and move to a paper format, saving 11 tonnes of plastic. We will also be launching new cup lids that are made from 30% recycled material.

We are proud that our doughnuts are made fresh daily, to ensure we give our customers the high quality experience that they expect from Krispy Kreme. We use sophisticated demand planning tools to try to reduce the occurrence of waste, targeting a 5% waste reduction across our cabinet business. At the majority of our sites any unsold or unacceptable quality doughnuts are recycled by Leafield Feeds Ltd to be used as a component of animal feed. 25% of our company food waste is sent for Anaerobic Digestion and converted into bio-fuel and overall 94% of our food waste is diverted from landfill.

Our global FUNdraising programme has been at the heart of our business since day one and has been helping the nation fundraise since 2003. The FUNdraising programme offers discounted dozens for charities, community groups and individuals, making it easy for them to sell our Original Glazed doughnuts and make money for causes close to their hearts. Over the last sixteen years, we have provided 700,000 Dozen boxes to help the nation fundraise. Since 2016, we have been delighted to support Teenager Cancer Trust Support, raising over £150,000 for this incredible charity. This amount funds 5,000-6,000 hours of specialist care from either a Teenage Cancer Trust nurse or Youth Support Coordinator, helping to treat and support young people dealing with cancer. In 2018 and 2019, we joined forces with BBC Children in Need to raise £50,000. This was achieved through Krispy Kremers fundraising across the country, creating Pudsey doughnuts (where a % went directly to the charity), and selling fundraising boxes to help the nation to raise money.

Our people are at the heart of our communities and we encourage them to build relationships with local charities. Krispy Kreme Area Managers are the charity champions for their regions and are responsible for ‘Love Your Community’ calendars, which communicate and drive fundraising through our stores. The area and store with the highest funds raised is recognised at our Company Conference with a “Love your Community” Award. During the Corona pandemic, we created a pledge to serve half a million smiles (or doughnuts!) to good causes, which we achieved on 18th May 2020. We plan to continue this good work we pledge to serve a million smiles per year through doughnut donations, our new volunteer scheme and discounts off our menus for NHS, police and firefighter personnel.

Walls and Towers

If you've a question about Krispy Kreme doughnut towers and walls, then we've a selection of frequently asked questions below. For all other queries, please contact our Customer Care team here: https://www.krispykreme.co.uk/contact-us

Our doughnut towers and walls do come with set doughnuts and it is not possible to change the quantities or flavours. The Original Glazed tower and Original Glaze Wall comes with 18 dozen of our signature ring doughnut. The Assorted Tower comes with 18 dozen – (9 dozen Original Glazed, 3 dozen Strawberries & Kreme, 3 dozen Chocolate Dreamcake, 2 dozen Chocolate Custard and 1 dozen Chocolate Sprinkles). The Assorted Wall comes with 18 dozen (9 dozen Original Glaze and 9 dozen Chocolate Sprinkles). These are our core range doughnuts and are a selection of our classic and most loved flavours. There really is something for everyone!

We accept orders up to 1 year in advance. There is a minimum of 7 days lead time for doughnut tower orders and 21 days lead time for doughnut wall orders.

This is not a service Krispy Kreme can currently provide. The stand is sent out to you in advance and does require assembly – the tower screws together by hand and is really easy to do. You can also watch a video of a tower being constructed online at https://www.krispykreme.co.uk/celebrations/weddings

At the moment, we offer 2 doughnut towers and 2 doughnut walls. Each of these products comes with 216 doughnuts in total. We do find that guests will often have 2 doughnuts (or 3!) so we wouldn’t worry too much about having lots left!

These items are sent out to you in advance and will arrive via a next day courier service. The tower stand is flat packed and dispatched the next working day after payment has been received. The walls are created especially for you and personalised so these will be sent out 10 working days after purchase.

The tower measures 87cm high and 48cm base diameter when constructed. The delivery box measures 75cm x 57cm x 8cm

The wall measures 117cm x 133cm when constructed. The delivery box measures 137cm x 118cm x 11cm. Please note, the wall is too large to be transported in a standard car so you may need to consider transport of the wall to and from your event.

Yes, the tower and wall should be fine to reuse if you keep them in good condition. The tower can be washed in warm soapy water to remove any sticky residue. We do not recommend cleaning with any harsh chemicals or abrasives. These items are not suitable to be cleaned in a dishwasher.

At the moment we are not offering delivery of these sized orders so you will need to arrange for someone to collect these in-store on the day of your event.

Yes, you can cancel the order up to 1 week before your event. You do need to return the tower to our head office and the item must be unused and in the full original packaging. We do need to receive return of the tower before a refund can be issued. Please email customer care at [email protected] to request any order cancellations.

As the wall is a personalised item, it is non-refundable.