Cookie Couture – General Terms and Conditions of Trade

1. Our contract with you, the customer
   1. All orders by you, the customer, for supply of goods are subject to these terms and conditions unless varied in writing and signed by both parties. Once an order has been placed your order is considered firm and there will be a contract between us. The contract will end upon satisfactory receipt of goods.
2. Payment
   1. The price for our baked goods is payable in full at the time of order.
   2. All other products are payable in full at the time of purchase.
3. Cancellation
   1. You may cancel an order at no less than 5 days before the chosen delivery date, provided the cancellation is made by the person who placed the order, or another person authorised to act on their behalf, and is communicated to us in writing. As this incurs administrative costs, lost business and impacts on our commitment to other customers, we will apply cancellation charges in relation to the total order price as follows: 
4. 20% if 14 days or more notice is provided.
5. 50% if 7-13 days notice is provided.
6. 100% if 6 days or less notice is provided.
   1. We may also apply cancellation charges and terminate our services if you fail to pay us on the due dates given under clause 2 or if you become insolvent, appoint a liquidator receiver or administrator, or propose a voluntary agreement with your creditors. We reserve the right to apply an administration fee of £10 for any cancelled orders.
7. Changes of supply or additional goods or services
   1. Following placement of order, should you wish to make any changes to a bespoke design, please contact Cookie Couture via email at: info@cookiecouture.co.uk.  We will try our best to accommodate changes requested, however, we are unable to accept changes within the 7-day period before the order is due for delivery. Depending on the change requested, an additional charge may be applied and shall be payable in accordance with the terms of clause 2 and clause 3 in the event of cancellation. In addition to the costs incurred to make the change, we reserve the right to charge an administration fee of £10.
8. Force majeure and liability
   1. If we are prevented from performing our services and delivery by circumstances beyond our control, including but not limited to strikes, accidents, acts of God, national or local disasters, damage to premises, weather, infectious diseases or similar events, then we will cancel the order and refund to you the amounts already paid and we will have no further liability to you.
9. Food allergies
   1. We offer a range of handmade cookies and can cater for vegans and celiacs, however, all our cookies are baked and decorated in an environment where nuts are present, especially marzipan. Unless specified otherwise cookies may contain NUTS, MILK, EGGS, WHEAT, SOYA, GLUTEN, LUPIN, SEASAME SEEDS & SULPHUR DIOXIDE. Food allergy information is available on request. We cannot be responsible for any incidents involving personal food allergies.
10. Complaints
    1. In the unlikely event that you have a complaint about your order, please contact Cookie Couture directly so that we may have the opportunity to resolve matters immediately. If any problem cannot be resolved at that time, then you should write to us within 14 days to enable us to investigate and report to you. Accordingly, it is a term of our agreement with you that we cannot entertain complaints made after 14 days as we are deprived of the opportunity to investigate any facts that you may complain of. If we cannot resolve your complaint following your writing to us, you will agree to speak with us to try to resolve matters. If this meeting fails to resolve any dispute, any legal claim you bring will be limited in value to the total cost of the cookies and in respect of which any complaint is made.
11. Delivery
    1. We offer a local delivery service, as well as a nationwide fragile services delivery. We will take all possible care to ensure your order arrives undamaged, however please refer to clause 7 of our general terms and conditions of trade in the event of any complaints due to damage caused by delivery. We use a fragile courier service for our orders and provide special packaging to minimise the risk of damage in transit. Due to third party involvement, we cannot accept liability if cookies are damaged in transit when delivered by courier, however, in the unlikely event that your order is damaged, please contact us to discuss options. Any refunds provided will be limited to the total cost of the order.
    2. We offer three delivery options; Royal Mail Next Day Special Delivery – Before 1pm, Royal Mail Tracked 24 Hours and Royal Mail Tracked 48 Hours. You must indicate at the time of order your preferred option. Once your order has been sent, the delivery company will provide you with the details of when your order is expected to arrive. For bespoke orders we ask for an indicative time which we will aim to deliver by, but we reserve the right to contact the customer or the venue to agree to amend the time if necessary. 
    3. We highly recommend that you receive delivery of your order yourself, but in the event that you request for your order to be left in a safe place or with a neighbour, please make this clear at the time of order. We cannot accept responsibility for any damage or losses caused as a result of this.
    4. We will aim to deliver the goods by the date quoted for delivery but delivery times are not guaranteed. If delivery is delayed due to any cause beyond our reasonable control, the delivery date will be extended by a reasonable period and we will contact you to arrange an alternative time.
    5. We reserve the right to substitute our delivery services with comparable services to ensure we offer the best service to our customers.
12. Availability
    1. All orders are subject to acceptance and availability. We reserve the right to cancel your order in the event that:
13. we experience supply chain issues outside of our control resulting in insufficient stock to deliver the goods you have ordered;
14. we are unable to deliver to your area; or
15. one or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
    1. If we do cancel your order, we will notify you and refund any sums paid as soon as possible but in any event within 30 days of your order. In the event of a pricing error you will be given the opportunity to reorder at the correct price.
16. Jurisdiction
    1. These Terms and Conditions shall be governed by and construed in accordance with the law of England and the courts of England and Wales and the exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions.