All sales are made by Individual Cookieness and are subject to following terms and conditions, by booking an order with me you have then read and agreed to the terms and conditions.
1. Allergies
1.1 I do not cater for any allergies of any kind. All cookies are made in a kitchen that uses nuts, egg, dairy, soya and gluten and other allergens. Please be aware whilst your chosen cookies may not be made with nuts or a nut product or other allergens, it is prepared in a kitchen where nuts are so I can never guarantee cookies are nut free or other allergen free.
1.2 Some of your cookies may contain food colouring or be painted with edible paints/dusts which may have adverse effect on activity and attention in some children E102,E104,E110,E122,E124,E129
1.3 It’s also the customer’s responsibility to let people consuming the cookies aware of any allergens that could be present.
1.4 Some sprinkles I use contain fish gelatin.
2. General
2.1 Cookies are best consumed 7- 10 days from date of dispatch.
2.2 Storage- Keep your cookies in a cool room out of direct heat/sunlight. I will not be liable for any damage occurring whatsoever after they have been dispatched.
2.3 Individual Cookieness or its owner will not be liable for a failure to perform or delay due to events outside of its control including, but not limited to:
· Failure to receive materials needed due to a 3rd party failure beyond our control.
· Extreme weather conditions preventing delivery or collection of products including but not limited to, storm, snow/ice, fire, floods or any natural disaster whatsoever.
· Impossibility of the use of any relevant means of transport (for delivery or collection of products.)
· Postage delays /strikes
· Any act, or attempted act of terrorism
· Any epidemic or pandemic, or other localized disease or illness, whether previously known or otherwise.
2.4 All personal details supplied to me are confidential and will not be disclosed to any 3rd party. Please refer to my Privacy policy
2.5 Individual Cookieness holds all relevant Public Liability Insurance and is registered with the local authority and contains level 2 food and hygiene certificate.
2.6 Unless the customer expressly states otherwise, we reserve the right to use images of your product for any form of advertising including web-based promotions, social media, brochures, galleries and competitions and business website. Should you the customer not consent to this notice must be given to Individual Cookieness in writing at the time of ordering.
3. Shipping /collection
3.1 Once the cookies have been dispatched or collected they become the customers responsibility, I will not be liable for any damage occurring whatsoever. Please see cause 2.1/2.2 for storage advice.
3.2 Please note when selecting a date at checkout for postal cookies this is the date of dispatch not the date you will receive them. Please be mindful of the date that you will be needing them as I cannot be held liable if you choose the wrong date.
3.3 I have no control of the handling of the parcels during transit. There is a possibility they may become damaged but this is rare. I do my best to make sure all of your parcels are secure and a fragile sticker is placed on the box.
Your cookies will all be individually wrapped placed inside a gift box with shredded paper then placed in a postal box with bubble wrap.
3.4 I ship postal orders on Mondays and Wednesdays only, I use royal mail signed for.
3.5 Shipping options:
· Royal mail signed for 1st class aims to deliver next working day but can arrive 1-2 working days
· Royal mail signed for 2nd class aim to deliver in 2-3 working days.
I am unable to guarantee delivery dates. This is out of my control if you are not home the day they are due. Please arrange redelivery soon as possible as I am not liable for delays.
3.6 Larger amounts of cookies can be collected, please email for collection orders.
3.7 Collection of orders is from my premises at a pre-agreed date and time. If you are unable to arrive at the time agreed, I will do my best to accommodate you. However, if you do not collect the product within a reasonable time, I cannot be held responsible for it no longer being available.
4. Bespoke orders/larger orders
4.1 If you require a large amount of cookies either (a design that’s on my website or something bespoke) please email me with plenty of notice with your preferred date, quantity, design. Email – individualcookieness@outlook.com. Orders over 15 pieces are for collection only at present, I will do my best to reply to you in my working hours within 2 working days. Sometimes it may take a little longer.
4.2 Quotations are valid for a period of 30 calendar days but please note your preferred dates can only be held for 48 hours until payment is received.
4.3 All orders are bespoke and made to your requirements so each quote will be individual and relate specifically to that order.
4.4 Individual Cookieness will not copy photos supplied exactly but I shall do my best to get as close to the design that you are after and discuss this with you.
4.5 No order will be exactly the same as another as all cookies are bespoke and handmade. I will do my best to achieve the colour shade but this cannot be guaranteed.
5. Complaints
5.1 Complaints are very rare and I take them very seriously. Any issues must be brought to my attention within 24 hours of collection or receiving your cookies to give fair opportunity to assess the nature of the complaint.
5.2 I may require your items to be returned in order to properly investigate a complaint.
5.3 Both parties agree to not post any negative information about the other arising out of the contract or event on any online forum or website without providing advance written notice of the intended content thereof and providing the other party with a prior opportunity to resolve any issues between the parties amicably.
5.4 Please note I can only deal with the client who placed the original order.
6. Payments, Cancellations, Postponement and Alterations
6.1 For orders under £150, full payment is required to secure your booking. For orders over £150, a 30% non – refundable deposit will be required, with the final balance falling due no later than 4 weeks
before the date of collection/delivery. Failure to make payment by the time due may result in the date being released and all obligations by me ceasing.
6.2 Orders will only be confirmed upon receipt of agreed deposit or the full payment, whichever I request.
6.3 Cancellation must be made in writing.
6.4 If cancellation is less than 7 days before collection or delivery payment in full will be retained, as by this stage work will have started, stock obtained, and work scheduled accordingly.
If your order requires any bespoke items and less than 30 days has been given payment will be due for these items.
6.5 If a request to reschedule is made, I will do my best to accommodate you. In the event that the date cannot be rescheduled, or request is made less than 7 days before collection or delivery, clause 6.4 will apply.
6.6 As postal cookies are made bespoke once your booking is received the 14 day cancellation period for online orders does not apply. You specifically agree to the waiver of this right.
6.7 Once received all postal orders are final.
6.8 It is your responsibility to read through information on ordering. Any requests to make an amendment design must be made in writing no less than 4 weeks before the event. I will do my best to accommodate changes, but this may not be possible. Changes may incur extra charges which are payable immediately. Alterations are not confirmed until agreed in writing by me. Should you make any changes after the time scale stipulated above there will be no reduction in the price you pay, even if your new design is cheaper than the original booking.
6.9 If for any reason Individual Cookieness needs to cancel your order due unforeseen circumstances I shall of course issue a full refund including shipping costs.
7.1 These Terms are subject to change at any time without prior notice.