Terms & Conditions

This page (together with our Privacy Policy) tells you information about us and the legal terms and conditions (Terms) on which we sell any of the products (Products) listed on our website (our site) to you.

These Terms will apply to any contract between us for the sale of Products to you (Contract). Please read these Terms carefully before placing an order and make sure that you understand them. Please note that by ordering any of our Products, you agree to be bound by these Terms and the other documents expressly referred to in it.

You should print a copy of these Terms or save them to your computer for future reference.

We amend these Terms from time to time. This version was created on 01.05.26. Please check these Terms to ensure you understand the terms which will apply at that time.

1. Information about us

1.1 We operate the website www.flavourtownbakery.co.uk. We are Flavourtown Bakery Limited, a company registered in England and Wales under company number 08674135 and with our registered office at Flavourtown Bakery LTD, Gascoyne’s Accountants, Moseleys Farm Business Centre. IP28 6JY.

1.2 To contact us, please see our Contact page.

2. Use of our site

By using our site, you confirm that you accept these terms of use and that you agree to comply with them.

If you do not agree to these terms of use, you must not use our site.

3. Our products

3.1 Products on our website are handmade and hand finished and as such these may vary from the images shown on our site, images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer’s display of the colours accurately reflects the colour of the Products. Your Products may vary slightly from those images.

3.2 The packaging of the Products you receive may vary from that shown on the images on our site.

3.3 All Products shown on our site are subject to availability. We will inform you by e-mail as soon as possible if the Product you have ordered is not available and we will not process your order if made.

3.4 We reserve the right to publish photographs of your order onto our social media channels and our website.

3.5 As our kitchen does handle nuts, (including from time-to-time peanuts and other tree nuts) we cannot guarantee that traces of nuts will not be found in our products and therefore we do not accept any liability for any damage to health or any distress caused to you by the consumption of such Products.

4. Our right to vary these terms

4.1 We may revise these Terms from time to time in the following circumstances:

(a) changes in how we accept payment from you;

(b) changes in relevant laws and regulatory requirements; and

4.2 Every time you order Products from us, the Terms in force at that time will apply to the Contract between you and us.

4.3 Whenever we revise these Terms, we will keep you informed and give you notice of this by stating that these Terms have been amended and the relevant date at the top of this page.

5. Your personal information

We only use your personal information in accordance our privacy policy. Please take the time to read this, as it includes important terms which apply to you.

6. Consumer obligations

6.1 If you are a consumer, you may only purchase Products from our site if you are at least 18 years old.

6.2 We intend to rely upon these Terms and any document expressly referred to in them in relation to the Contract between you and us.

6.3 As a consumer, you have legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.

7. Delivery and collection

7.1 Delivery is available to all the areas listed on the Delivery page. We reserve the right to cancel any orders placed outside these areas.

7.2 The Products ordered by you can only be delivered to the delivery address you provide at the time of ordering. Our courier partners charge an ammendment fee to divert any order to an alternative address - this service is only available on days that their drivers may have time to do this. If the service is available, the amendment/alternation fee must be paid in full prior to the diverted delivery.

You can collect from our Park Royal production kitchen, or if sending a substitute to collect on your behalf, please ensure they have a physical or email copy of your order confirmation. Please note that any persons collecting their order must sign a disclaimer confirming the products have been received in good condition.

We reserve the right to refuse collection if the original order receipt is not presented.

Once collected, responsibility for the order passes to the customer. This includes any damage during transportation, whether the order is collected personally or by a carrier arranged by the customer.

Uncollected orders will be held for 24 hours at the bakery. After this period, any uncollected items will be disposed of, and no claims or refunds will be accepted in accordance with our food safety policy.

7.3 Please ensure someone is available at your chosen delivery address on the day you’ve selected. If you’re sending Flavourtown as a gift, please alert the recipient/or a member of their household in advance.

If no one is available to accept delivery, we will attempt to contact you either via telephone/ email or both.. If this is not possible, we may leave the order:

*With a neighbour, receptionist, or post room.

*In a safe place of your choice. Please specify a safe-place in order notes when you check out.

Unfortunately, orders cannot be re-delivered once dispatched and will be left at the delivery address. If there is no option to do this safely (such as a flat block), our courier partner will take the order away. SEE BELOW**

**In the event that we are able to successfully contact you and a redelivery is requested, a new full delivery charge will apply at the same rate as the original order. This fee is determined by our delivery partner and is beyond our control. Please note that redelivery is subject to availability - if our courier partner is at capacity, they may not be able to accommodate the request.

**Should redelivery be arranged for the following day, two charges will apply: a full fee to return the order to our bakery on the day of the failed delivery, and a full delivery fee for the following day. Both charges are set by our courier partner and are beyond our control - we are required to pass these on in full.

**Any costs must be paid in full prior to a redelivery - we make this disbursement to our courier partner at the time of amending/rebooking your delivery.

7.4 You must provide a valid UK mobile number when placing your order so that we or the driver can contact you or the recipient if needed.

7.5 Standard delivery is scheduled between 8:00am and 5:00pm.
Pre-midday delivery is scheduled between 8:00am and 12:00pm.

While we always aim to meet these timeframes, delays may occasionally occur due to circumstances beyond our control (including but not limited to traffic, road closures, or incidents). Our courier partners are not able to break traffic/speed laws to meet delivery windows.

Please note that orders cannot be cancelled due to a delivery delay. Where applicable, any compensation will be limited to the delivery fee adjustment outlined in clause 7.6

7.6 For orders placed with the pre-midday delivery option:

Deliveries made within 1 hour of the 12:00pm cut-off (i.e. by 1:00pm) are not eligible for any refund.
Deliveries made more than 1 hour after the cut-off (after 1:00pm) will be eligible for a refund equal to the difference between the pre-midday delivery charge and the standard delivery charge.

This refund applies only to the delivery fee and not to the cost of the products.

7.7 We shall not be liable for any delay in delivering the Goods, however caused. Our courier partner pre-plans their routes using sophisticated delivery software - they allow ample time between deliveries. Any delays due to circumstances beyond our control (see above) are beyond anything that our courier partners are able to plan for.

7.8 We cannot accept responsibility for damage caused after an order has been successfully delivered or collected or where a courier arranged by you is used.

Our delivery partners may take photographic proof of the order at the point of delivery to confirm condition and completion.

7.9 Under no circumstances shall we be liable in respect of any complaint concerning any aspect of a product which is not raised within 24 hours of delivery or collection. In the event of a complaint, we will require the product to be returned to us for tasting and testing.

8. Cancellation and refund policy

8.1 We hope that you will be pleased with your order. However, if upon collection or delivery of the products you find that they are not those ordered by you or the order is incomplete, or a product is in a damaged condition when you receive it, please notify us immediately by email to info@flavourtownbakery.co.uk. Any faults or issues with an order must be reported on the day of collection or delivery, otherwise we are unable to offer any refund. Under no circumstances shall we be liable to you in respect of any complaint concerning any aspect of any Product which is not raised by you on the day of delivery by us or collection by you, your surrogate or by your courier/agent.

8.2 If upon delivery or collection you find that Products are not those ordered by you (please double check your order confirmation): for example the sizing is incorrect/the product type differs to that ordered, your order is in a damaged condition or you believe the items to be of poor quality, please report this to us via email only on the day of collection/delivery to info@flavourtownbakery.co.uk. You must retain the products and all packaging for inspection by us and send photographic documentation at the time of raising the issue (via the method above). Subject to our report on the claimed damage/issue and to these Terms and Conditions we will issue a credit note or at our option a refund of the price you paid for the products (excluding any delivery charges). We will have no liability to you for any indirect loss. Please state clearly all your dispatch details in all communications with us.

8.3 In the event we make a refund this will only be made to the original credit card or debit card account used by you to make the online purchase. Legal ownership of the goods will immediately revert to us if we refund any such payment to you.

8.4 Since taste is a very personal matter and subjective we cannot accept the return of any products merely because you do not like the taste.

8.5 We will not accept the return of any Products which have been purchased from any outlet other than this online Site.

8.6 If you need to cancel an order*, you must contact us with a written cancellation notice, which you can email us to info@flavourtownbakery.co.uk. Please see our cancellation policy below:

Orders cancelled 7 days or more before the booked delivery/collection date will receive a full refund but will be subject to a £5 cancellation fee*. A credit note against future purchases for the full amount will be offered with no fee.
Orders cancelled between 7 days and 48 hours before delivery will receive a 50% refund but will be subject to a £5 cancellation fee*. A credit note against future purchases for the full amount will be offered with no fee.
All orders cancelled within 48 hours of the delivery/collection date will not be entitled to a refund (although with enough notice within this period, and at our discretion) we may be able to offer a credit note.

*We (Flavourtown Bakery LTD) are still charged a processing fee on all orders regardless of whether they are fulfilled or cancelled. As a small business we are unable to absorb this cost so we must pass this on in the shape of a £5 cancellation charge.

9. Prices

9.1 All prices are in GBP (£). We do not accept any other currencies.

9.2 The prices of the Products will be as quoted on order. We use our best efforts to ensure that the prices of Products are correct at the time when the relevant information was given. However, if you discover an error in the price of Product(s) you ordered, please contact us as soon as possible.

9.3 The price of a Product does not include delivery charges. We will provide you with delivery charges on order.

9.4 Whilst we try and ensure that all the information on our Website is accurate, errors may occur. In the unlikely event that the price and/or description of an item listed on the Website has been incorrectly advertised, we will not be under any obligation to sell or provide those Goods to you.

10. How to pay

10.1 You can only pay for Products using a debit card or credit card via the Shopify payment service or via PayPal.

10.2 Payment for the Products and all applicable delivery charges is in advance.

11. Events outside our control

11.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below in clause 11.2.

11.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport. Events outside of our control also include delays/cancellations caused by accidents, police incidents, stop and search and traffic outside of our control.

11.3 If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:

(a) we will contact you as soon as reasonably possible to notify you; and

(b) our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

12. Misuse of the site

12.1 We reserve the right to suspend or terminate your access to our Site or parts of it if at our sole discretion we believe you are in breach of any provision of these Terms. If your access has been suspended or terminated, you will not be permitted to re-register or to re-access our Site without our prior consent.

12.2 You will only use our Site for the purposes referred to in these Terms and not access the Site or use information gathered from it to send unsolicited emails.

13. Your agreements

YOU AGREE that:-

13.1 It is your responsibility to provide accurate personal information (“Personal Data”) and to update your Personal Data as necessary to keep it accurate. You undertake that all the details you provide to us for the purpose of selling and delivering Products to you are correct and that the credit card or debit card that you propose to use is your own or that of a third party who has given you full permission and authority to use it and that you or such third party have sufficient funds to meet the costs of Products ordered. We will not store your credit card or debit card details anywhere on the Site;

13.2 It is your responsibility to ensure that your email address is current otherwise certain functions of the Site will not be available to you. We will only use your Personal Data in accordance with the Data Protection Act 1998, The Privacy and Electronic Communications (EC Directive) (Amendment) Regulations 2011 and our Privacy and Cookies Policy;

13.3 It is your responsibility to maintain the confidentiality and security of your Personal Data especially your username. You will not allow others to use your username and you will notify us immediately of any unauthorised use of your user name. We shall not be responsible for any losses arising out of the unauthorised use of your username and you agree to indemnify and hold us harmless, for any improper, unauthorised or illegal uses of the same;

13.4 We shall be entitled to withdraw from any purchase order made by you if the Product is inaccurately described on the Site or where obvious errors have been made;

13.5 Whilst we will utilise anti-virus protections, it is your obligation to ensure that any use you make of our Site is free of any virus, Trojan horse, worm or any other items of a destructive nature. You will not hold us responsible for any damages that result from you accessing the Site (including any software or systems you use to access the Site);

13.6 You will not attempt or permit or encourage others to attempt to copy or make use of any intellectual property appearing on our Site for any commercial use or in any manner which would constitute an infringement of our copyright.

13.7 Variation in computer, browser and operation will create differences in visual layout and usability of the Site. We have given due care and attention to minimising these differences but cannot be held responsible for specific operational differences.

14. System requirements

The computer, internet access and system operated by you and your ability to use the same may affect your ability to purchase any Products from our Site. You acknowledge and agree that any system requirements necessary to preview, and view/ purchase any Products from our Site are your responsibility.

15. Trademarks

“Flavourtown Bakery” is a registered trademark of Flavourtown Bakery Limited. We reserve the right in this trademark, the flavourtownbakery.co.uk domain name and all related domains and sub-domains and any other logos, service marks, brand names, trading names and/or trademarks appearing anywhere on our site.

16. Allergens

We will notify you of all allergens for a Product on the specific webpage for that Product. However, since our kitchens do handle nuts and all other major allergens, we cannot guarantee that traces of (and not limited to) nuts / egg / dairy / milk / soya will not be found in our Products and therefore we do not accept any liability for any damage to health or any distress caused to you by the consumption of such Products.

17. Contact information

Questions about the Terms of Service should be sent to us at info@flavourtownbakery.co.uk