Allergy Policy

At Here-O Donuts, we take food allergies and dietary requirements seriously. This policy explains the limitations of our food-preparation environment and provides important information for customers with allergies or intolerances.

This policy applies to products purchased through our website, physical locations, delivery platforms, corporate orders, wholesale orders, catering services, events and promotional activities.

1. Important Allergen Warning

Our products are prepared in a bakery and kitchen where multiple allergens are stored, handled and used.

Depending on the particular product, our food and beverages may contain or come into contact with:

  • Wheat and gluten-containing cereals
  • Milk and other dairy products
  • Eggs
  • Soy
  • Peanuts
  • Tree nuts, including pistachios, almonds and hazelnuts
  • Sesame
  • Other allergens used by our ingredient suppliers

This is not an exhaustive ingredient list. Ingredients and allergen profiles differ between products.

2. Shared Preparation Environment

Our products may be prepared using shared:

  • Work surfaces
  • Ovens
  • Fryers
  • Mixers
  • Utensils
  • Trays
  • Storage areas
  • Display areas
  • Packaging stations
  • Coffee and beverage equipment

Although we take reasonable care when handling food, airborne particles, shared equipment and normal bakery operations mean that accidental allergen cross-contact may occur.

3. No Allergen-Free Guarantee

We cannot guarantee that any product is completely free from a particular allergen.

A product that does not intentionally include an allergen may still contain traces because of:

  • Shared preparation areas
  • Shared tools or equipment
  • Ingredient manufacturing
  • Supplier packaging
  • Storage and transportation
  • Cross-contact during preparation or service

Descriptions such as “without nuts”, “dairy-free option”, “plant-based milk” or similar wording do not necessarily mean that the finished product was produced in an allergen-free environment.

4. Severe Allergies

Customers with severe or life-threatening allergies should not rely solely on product names, photographs, menu descriptions, website filters or statements made through third-party delivery platforms.

Due to the risk of cross-contact in our bakery environment, customers with severe allergies should carefully consider whether our products are suitable for them. Where complete allergen avoidance is medically necessary, we recommend that the customer does not consume our products.

Customers should seek advice from a qualified healthcare professional regarding their individual allergy or intolerance.

5. Ingredient and Recipe Changes

Recipes, decorations, toppings, fillings, flavourings and supplier ingredients may change without advance notice due to:

  • Product development
  • Seasonal menus
  • Supplier substitutions
  • Ingredient availability
  • Custom orders
  • Promotional products

Customers should confirm allergen information each time they order, including when purchasing a product they have ordered previously.

6. Customer Responsibilities

Customers with an allergy, intolerance or dietary concern should:

  • Contact us before placing an order
  • Clearly identify the relevant allergen
  • Provide details in writing wherever possible
  • Confirm the information again when collecting or receiving the order
  • Review any ingredient or allergen information supplied with the product
  • Avoid consuming the product when uncertain about its suitability

Order notes are not a guarantee that an allergen can be excluded. An order should not be considered suitable until our team has reviewed the request and expressly confirmed what information or accommodation can be provided.

7. Corporate, Catering and Event Orders

For corporate orders, catering, wholesale orders, school events and private functions:

  • The person placing the order must inform us of known allergy requirements before the order is confirmed.
  • The organiser is responsible for communicating allergen information to guests, employees, attendees and recipients.
  • Products should remain identifiable and should not be mixed after delivery.
  • Labels, menus or information supplied with an order should remain available to recipients.
  • Individual packaging or special handling may reduce some risks but cannot guarantee the absence of cross-contact.

We reserve the right to decline an allergy-related customisation where we cannot prepare it safely or provide reliable information.

8. Online and Third-Party Orders

Product information shown online is provided for general guidance. Photographs are illustrative, and toppings, fillings or ingredients may vary.

When ordering through a delivery marketplace or another third party, customers should contact Here-O directly for current allergen information rather than relying only on information displayed by the third-party service.

9. Drinks and Milk Alternatives

Offering an alternative milk or removing a particular topping does not make a drink or product allergen-free. Beverage equipment, steam wands, containers, utensils and work areas may be shared between dairy milk and plant-based alternatives.

The store currently offers drinks with dairy and plant-based milk choices, including almond and soy options, making cross-contact disclosure especially important.

10. Allergic Reactions

If you believe you are experiencing an allergic reaction:

  • Stop consuming the product immediately
  • Seek urgent medical assistance
  • Follow the advice of your healthcare professional
  • Retain the product, packaging and order information where safe to do so
  • Contact us after obtaining appropriate medical assistance

11. Contact Us Before Ordering

For ingredient or allergen questions, contact us before placing your order:

Here-O Donuts
Email: hey@hereodonuts.com
Phone: +971 54 305 7711

We will provide the information reasonably available to us, but the customer remains responsible for deciding whether a product is suitable for their individual dietary or medical requirements.