Terms & Conditions

Check out our full Terms & Conditions here.

Crumbs & Doilies Ltd - Terms & Conditions

By placing an order with Crumbs & Doilies Ltd, you agree to the following Terms & Conditions. Please read them carefully.

1. Payment Terms

  • Order Confirmation: Payment is required to confirm online orders. Your order is not guaranteed until payment is received. For orders made via invoice, pro forma payment is strongly recommended. BACS transfers are accepted under certain conditions, which will be discussed when placing the order.

  • Overdue Payments: We reserve the right to cancel any order if payment is overdue or pending 2 days before the delivery date. Issuance and receipt of the invoice are considered confirmation of your order. Because we may have turned away other clients and started preparations for your order, invoices will remain payable in the event of cancellation or postponement.

2. Delivery Terms

  • Delivery within the M25: Deliveries are made by hand on the specified date, either by Crumbs & Doilies or our trusted couriers. Please ensure someone is available at the delivery address to receive your order. If no one is available, we will attempt to leave your order in a safe location (e.g. with a neighbour, receptionist, or caretaker). We cannot hold the order for re-delivery, and your order will be left at the provided address.

  • Delivery to Workplaces / Mailrooms/ Loading Bays: If delivering to a workplace or a location with a mailroom, we will proceed with delivery as requested. However, Crumbs & Doilies cannot be held liable for any mishandling of your order after delivery has been made and the package signed for.

  • Courier Collections: If you arrange your own courier, we advise using a van or car, not a motorbike, for better protection of your cakes. We cannot be held liable for damage during transit once the cakes leave our bakery. Any issues should be addressed directly with the courier company.

3. Cake Collection

  • Once cakes or cupcakes have been collected from our shop or bakery, Crumbs & Doilies cannot accept responsibility for their handling or condition. Any damage that occurs during transportation by the customer is outside of our control.

  • Our packaging is designed to provide safe and secure transport for our cakes and cupcakes; however, all items are baked fresh to order and are naturally fragile. Instructions for safe handling, including keeping the box level and stable, are printed on our packaging and should be followed carefully.

 4. Cake Deliveries

  • Failed Deliveries: If no one is available to receive a cake delivery within the M25, we will attempt to contact you to assist. If unsuccessful, the delivery will be left in a safe place at your stated address. In some cases we may need to return your order to  our HQ in Wandsworth or our shop in Soho

4. DPD Deliveries (Cookies & BROWNIES)

  • UK Delivery: Cookies are shipped within the UK using DPD's Next Day delivery service. You will receive a notification on the day of shipping, followed by another notification with a delivery time slot on the delivery day.

  • Correct & Complete Address: It is the responsibility of the customer to ensure that the shipping address provided at the time of ordering is accurate and complete. This includes the full address, postal code, and any additional details such as a business name, flat number, or specific delivery instructions.

  • Incorrect or Incomplete Addresses: Crumbs & Doilies cannot be held responsible for delays, non-delivery, or delivery to an incorrect address if the address provided by the customer is wrong, incomplete, or lacks sufficient detail. This includes situations where a business name or specific location information (such as floor, unit, or flat number) is missing.

  • Address Verification: If DPD is unable to deliver due to incorrect or incomplete address details, they will attempt to contact the customer. However, we cannot be held liable for any consequences, including delayed delivery or failure to deliver, arising from an incorrect or incomplete address provided at the time of order.

  • Delivery Conditions: DPD deliveries are fully tracked and offer options for Safe Place or delivery to a neighbour. However, Crumbs & Doilies is not responsible for delays within the DPD system.

  • Freshness Guarantee: Our cookies have a 5-day shelf life, which is indicated on the packaging. While delays are rare, any delivery issues will be communicated to you directly by DPD. If you are unavailable to receive the package, DPD will attempt a redelivery the following day. Due to the freshly baked nature of our cookies, further deliveries cannot be made.

  • Shipping to Multiple Dates: If you order Freshly Baked products with different bake/delivery dates, we can only ship all items on the same day. For different dates, please place separate orders or contact us to discuss arrangements.

  • Alternative Shipping: In areas where DPD does not offer Next Day service, Royal Mail 24-hour shipping will be available as an alternative at checkout.

5. Cancellation & Changes

  • Changes & Cancellations: If you need to change the details of your order or cancel it, please contact us as far in advance as possible.

  • 7+ Days Before Delivery: Full refund.

  • 3-6 Days Before Delivery: 50% refund.

  • Less Than 48 Hours Before Delivery: No refund. (Refunds or credit notes may be issued at Crumbs & Doilies' discretion.)

6. Returns & Refunds

  • No Returns: All cakes and cupcakes are baked to order, and we do not accept returns.

  • Refunds & Replacements: Refunds, credit notes, or replacement orders will be issued only if you receive the wrong product or if the product is of unsatisfactory quality.

  • Conditions for Claims: If you are dissatisfied with the quality or condition of your order, contact us within 24 hours of receipt. Crumbs & Doilies will not be held responsible for complaints made after this period.

7. Photography & Publicity

  • Use of Photos: We reserve the right to use photographs of your order on our website, blog, social media, and other promotional materials. If you prefer that we do not use photos of your order, please inform us at the time of ordering.

8. Complaints

  • How to File a Complaint: We take all complaints seriously and will address them on a case-by-case basis. Please provide photographs and a full description to help us resolve the issue and offer compensation where appropriate.

9. COVID-19 & Other Disruptions

  • COVID-19 Lockdowns or Similar Circumstances: In the event of a government-mandated shutdown (e.g., COVID-19), we will offer a full refund or reschedule your order for a future date, whichever you prefer.

  • Other Cancellations: If you need to cancel for reasons not related to government regulations, standard cancellation terms will apply.

10. Edible Printing & Colour Matched Buttercream

  • Printing & Colour Matching: We use vegetable-based inks for edible printing. While we strive for accurate colour matching, slight variations may occur due to the nature of edible printing.

  • We strive for accurate colour matching for our buttercream, slight variations may occur due to the nature of the food colouring. We cannot achieve certain neon, silver or gold colours.
11. Allergens & Ingredients

  • Allergen Information: We bake in an environment that handles gluten, milk, eggs, soy, sesame, nuts, and sulphites. We also use products made in facilities that process peanuts. As a result, we cannot guarantee that any of our products are free from these allergens.

12. Your Cake Order

  • Use of Photos: As stated earlier, we reserve the right to use photos of your order for promotional purposes. Please let us know at the time of ordering if you would prefer we do not share these images.

By placing an order with Crumbs & Doilies, you acknowledge and agree to these terms. If you have any questions or need further clarification, feel free to contact us before completing your purchase.