Terms & Conditions

BY ORDERING FROM THE PROOF PUDDINGS LTD YOU AGREE TO THE FOLLOWING TERMS & CONDITIONS.

• PAYMENT IS NEEDED TO CONFIRM YOUR ORDER 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.

• DELIVERIES ARE MADE BY HAND ON THE DATE SPECIFIED IN YOUR ORDER. ALL DELIVERIES ARE UNDERTAKEN BY THE PROOF 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 YOUR ORDER WE WILL DO OUR VERY BEST TO LEAVE THEM IN A SAFE PLACE (WITH A NEIGHBOUR FOR EXAMPLE) BUT WE CANNOT KEEP HOLD OF THE ORDER 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 THE PROOF 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 BUT ONCE THE PRODUCT IS SIGNED FOR WE CANNOT ACCEPT LIABILITY FOR THE SUBSEQUENT HANDLING OF IT.

• IF ARRANGING YOUR OWN COURIER COLLECTION OR ARE COLLECTING YOURSELF WE WOULD ADVISE ALWAYS BOOKING A VAN OR CAR WE DO NOT RECOMMEND USING MOTORBIKES OR BICYCLE COURIERS DUE TO THE DELICATE NATURE OF THE PRODUCTS. ONCE PRODUCTS HAVE LEFT OUR BAKERY WE CAN NOT BE HELD LIABLE FOR ANY DAMAGE THAT OCCURS ON TRANSIT WHATSOEVER. ANY ISSUES THAT OCCUR WHEN USING COURIERS SHOULD BE HANDLED DIRECTLY WITH THE COURIER COMPANY YOU HAVE CHOSEN TO USE.

• ALL OUR CAKES, PUDDINGS AND BISCUITS 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 PRODUCTS UPON ARRIVAL YOU MUST CONTACT US WITHIN 24 HOURS OF RECEIPT. THE PROOF WILL NOT ACCEPT LIABILITY FOR ANY COMPLAINTS MADE AFTER THIS TIME.

• IF YOU ARE SEEKING A REFUND FOR A PRODUCT THE ITEM/ITEMS MUST BE RETURNED IN FULL WITHIN 24 HOURS – THIS IS A LEGAL REQUIREMENT. WE WILL NOT CONSIDER A REFUND WITHOUT THE PRODUCT BEING RETURNED TO US IN FULL.

• POSTAL MACAROONS, POSTAL BLONDIES, POSTAL BROWNIES AND THE PROOF HAMPERS SHIP WITHIN THE UK ONLY ON A NEXT DAY DELIVERY SERVICE WITH A COURIER. YOU WILL RECEIVE A NOTIFICATION ON THE DAY WE SHIP AND THEN ANOTHER NOTIFICATION AND TIME SLOT ON THE DAY OF YOUR DELIVERY. ALL COURIER 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 COURIER SYSTEM. THESE DELAYS ARE VERY RARE AND IF THERE ARE ANY ISSUES WITH DELIVERY YOU WILL BE NOTIFIED BY THE COURIER 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 THE COURIER 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 CERTAIN COURIERS DO 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

• 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.

• ONLINE 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 THE PROOF’S DISCRETION).

• CUSTOMERS WHO HAVE BOOKED AND RECEIVED AN INVOICE FROM THE PROOF ARE ENTITLED TO A FULL REFUND ON THE ORDER TOTAL FOR CANCELLATIONS MADE 28 DAYS OR MORE IN ADVANCE OF THE ORDER DATE AND A 50% REFUND FOR ORDERS CANCELLED WITHIN 7-27 DAYS OF THE ORDER DATE. ORDERS CANCELLED WITHIN 7 DAYS OF DELIVERY/COLLECTION WILL NOT BE ENTITLED TO A REFUND (ALTHOUGH REFUNDS AND CREDIT NOTES MAY STILL BE GIVEN AT THE PROOF’S DISCRETION).