Terms and conditions

1. Orders and Payment

• Payment Terms: Full payment is required at the time of checkout to confirm your order.
• Changes & Cancellations: Because products are perishable and baked-to-order, cancellations within 24 to 48 hours of the delivery or collection date are generally non-refundable.
• Bespoke/Custom Orders: Notice periods for custom cookie pies, chocolate slabs or sugar cookies often require 7 to 14 days notice, with deposits being non-refundable.

2. Delivery and Collection

• Failed Deliveries: If a customer or recipient is not home, the bakery will try to leave the order with a neighbour or in a safe place. If the order is uncollected or cannot be delivered due to an incorrect address, you are usually not entitled to a refund.
• Damages in Transit: The bakery’s liability typically ends once the baked goods have been delivered to the agreed location or collected from the premises.

3. Allergens and Dietary Requirements

• Cross-Contamination: Bakeries must state whether products are made in a nut-free or wheat-free environment. Clear disclaimers should state that your facility handles common allergens (gluten, dairy, nuts, eggs).
• Storage Instructions: Customers must be informed of how to store products (e.g., refrigerating fresh cream cakes). The bakery is not liable for spoilage due to improper customer storage.

4. Products and Presentation

• Handmade Variance: Since baked goods are handmade, colours, designs, and sizes may vary slightly from online photographs.
• Availability: Reserves the right to substitute ingredients of equal quality if supply chain issues arise.

5. Liability and Dispute Resolution

• Limitation of Liability: Limits the bakery’s financial liability to the total cost of the order in the event of an unavoidable delay or accident.
• Complaints: Requires customers to report any damages or issues within a specific timeframe (e.g., 24 hours) of delivery or collection, often requiring photo evidence or the return of the item.