By ordering from Crumbs and Doilies Ltd you agree to the following Terms & Conditions.
In the event of a covid-19 lockdown situation we will amend our terms to offer greater reassurance for anyone booking a cake order in advance: In the event of a government or local council mandated shutdown we promise to refund your order in full, or hold it for a date in the future of your choosing (whichever option is preferred by the customer). If a customer needs to cancel an order due to any other circumstances it will be subject to our standard T&Cs.
Payment is needed to confirm online orders and until payment is received your order cannot be guaranteed. For orders booked via an invoice pro forma payment is strongly recommended, and we reserve the right to cancel any order still awaiting payment on the delivery date. Issuance and receipt of your invoice is taken as confirmation of your order and because we may have had to turn away other clients and start preparations for your order invoices will remain payable in the event of cancellation or postponement.
Deliveries are made by hand on the date specified in your order (please see below for specific terms relating to UK-wide Cookie deliveries). All deliveries are undertaken by Crumbs & Doilies or our couriers. Please ensure someone is available at the delivery address on the day of your order; if there is no-one on hand to receive the cupcakes we will do our very best to leave them in a safe place (with a neighbour, receptionist, caretaker etc.) but we cannot keep hold of the cupcakes for re-delivery and they will be left at the address you have given us. If you would like us to deliver to your place of work or somewhere with a mailroom/courier point we are happy to do so but please note that Crumbs & Doilies cannot accept any liability for the treatment of your order or mishandling once a delivery has been made and the package/s signed for. All our drivers are instructed in the correct handling of the cakes and will always pass this information on to any postroom workers but once the cakes are signed for we cannot accept liability for the subsequent handling of your cupcakes.
If arranging your own courier collection we would advise always booking a van or car, rather than a motorbike. Once cakes have left our bakery we can not be held liable for any damage that occurs on transit. Any issues should be handled directly with the courier company you have chosen to use.
All our cakes and cupcakes are baked to order and we do not accept returns. Refunds, credit notes or a replacement order to the same value will be given only in the event that you receive the incorrect product or if the products are shown to be of unsatisfactory quality. Should this be the case, or if you are in any way unsatisfied with the condition or quality of your cakes upon arrival you must contact us within 24 hours of receipt. Crumbs & Doilies will not accept liability for any complaints made after this time.
Cookies ship within the UK only on a Next Day delivery service with DPD. You will receive a notification on the day we ship and then another notification and time slot on the day of your delivery. All DPD deliveries are fully tracked with Safe Place and on-the-day delivery options. Please note that although all Freshly Baked products will be sent on a next day service we cannot accept liability for delays occurring within the DPD system. These delays are very rare and if there are any issues with delivery you will be notified by DPD on the day. Please ensure someone is available to receive your delivery or that you request a Safe Place/delivery to neighbour on the day; in the event of non-delivery DPD will try and redeliver the following day but because of the freshly baked nature of the product we cannot attempt further deliveries and we cannot take responsibility for non-deliveries occurring as a result of errors with your shipping address or unavailability on the day of delivery. We take great care to ensure all Freshly Baked products arrive in perfect condition. If you are unhappy with the condition of your order when it arrives please ensure you take a photo showing any damage and contact us within 24 hours of receipt. We will get straight back to you to sort it out. For some areas DPD does not provide a next day service; this will be highlighted at checkout and we will provide the option to go ahead with Royal Mail 24hr shipping. If you have ordered Freshly Baked products with a baking/delivery date in addition to other items from the website we will ship your order together on your chosen bake date. We can only ship one day's order at a time; if ordering for delivery across multiple days please contact us or place separate orders. Orders with multiple delivery dates will have the later dates cancelled and refunded.
All Bake at Home Kit orders placed before 12pm are shipped same-day, orders placed after 12pm will be shipped on the following working day. All UK orders are shipped with DPD and are fully tracked, with 2-hour delivery window and in-flight delivery options available on the day. Please note DPD Next Day delivery service is for deliveries on Monday to Friday each week. If placing an order after 12 noon on Thursday select Saturday Delivery for delivery on the weekend. Please note there may sometimes be delivery delays due to postal strikes, severe weather conditions and other external factors that are outside of our control.
We reserve the right to use photographs of orders we prepare on our website, blog, Twitter pages and Facebook pages. If you would like to specifically request that we do not use pictures of your order, or that we provide you with a picture of your order we will usually be happy to do so but you must let us know at the time of ordering.
If you need to change the date or details of your order or cancel it altogether please contact us as far in advance as possible. Orders cancelled 7 days or more before the delivery/collection date will receive a full refund on the order total; those cancelled within 2-6 days of delivery/collection will be entitled to a 50% refund; those cancelled within 48 hours of the order date will not be entitled to a refund (although refunds and credit notes may still be provided at C&D's discretion).