Terms & Conditions

ABOUT US

This website is owned and operated by Carlton Kitchen.  Our address is Jasmine House, Carlton Husthwaite,  Thirsk, North Yorkshire, YO7 2BJ.

All products are made by Carlton Kitchen and sale is subject to the following conditions. Everything we make is made from scratch and made to order. Due to the nature of ingredients, colours, sizes and designs may vary between products.

ORDERING

Our commitment:

Our aim is to respond to all enquiries within 24 hours, during peak periods this may take a little longer, please bear with us. If we are on Annual Holidays this will be clearly displayed on our home page, giving instructions on the dates we are unavailable.

To place an order with us please visit the shop section of our website.  If you’d like to place a bespoke order, then please contact us by calling 01845 607063 or emailing info@carltonkitchen.co.uk

When ordering online please make sure you are ordering in plenty of time as in busy periods we may take a little longer to get your products to you. Directly after completing your order and payment made, an order confirmation will be sent to you by email.  Please check this to see that the delivery address is correct and the delivery date as requested.

Incomplete or Inaccurate Addresses: 

We will attempt delivery to an address and postcode as you enter it and cannot accept liability for late or failed delivery due to an incorrect address or the recipient being unavailable. If you are unsure of an address or postcode please check it using the postcode finder.

Payment:

Payment is taken at the time of placing the order, not the time of despatch, this allows us to make sure there are no last-minute problems in getting your order delivered on time.

We accept all major credit and debit cards using Stripe as our payment processor.

Please see the cancellation section below for information on how to cancel an order.

Gift card messages: 

If you have asked us to include a gift card message, we reserve the right to edit any message that contains offensive and/or inappropriate content. We guarantee total privacy of any message. The message card is placed inside the packaging and cannot be read during transit.

Stock availability and product design:

We make and decorate all our cookies and Hot Chocolate Bombs by hand, so at busy times of the year such as Valentines, Easter, Mother’s Day and especially Christmas we get very busy.  As a small family run business, we have to let you know that all the products on our website are offered for sale subject to availability. NB cookies may vary in colour, shape and design from tin to tin due to them being hand-made. We will, of course, let you know of any major changes before completing your order.

Adding items to, or changing your order

Unfortunately, it is not possible for an order to be added to, or changed, once payment has been processed, so before finalising your order please make sure you have ordered everything you require. If you did need to add something then this would have to be placed as a new order which will include the standard postage charge.
As soon as the order is paid, it is printed out and joins the queue of orders being processed – it is often not physically possible to retrieve this order, make the changes requested, process additional payments, print a new order form and complete the order within a reasonable timescale.

Ingredients:

Cookies -All ingredients and allergens (in bold) are on a printed label on the back of each tin, including a best before date (unless individually bagged, then each bag will have a ‘best before’ label and a separate sheet which lists all ingredients and allergens (in bold)

Hot Chocolate Bomb ingredients are supplied on a printed card with every order.

Allergens: All our products are made in an environment that handles nuts

Dietary Disclaimer:

For liability reasons, we cannot offer gluten, dairy or egg-free products, or guarantee that products are nut-free.

Allergens:

All products are made in premises where wheat flour, dairy, eggs and nuts are used, while every effort is taken to keep ingredients separate, products may contain traces of known allergens. Allergen and ingredient information is available for each product via the ingredients tab on each product page.

Please contact us if you have queries regarding ingredients or allergens. Allergens including nuts, peanuts, sesame, eggs, dairy, gluten and soya are all ingredients used in our kitchen. We, therefore, can never guarantee that traces of these allergens will not be found in other foods.

Storage:

Cookies are supplied either in a reusable presentation tin or in individually heat-sealed cellophane bags.  The best before date is displayed on the printed ingredients label on the back of the tin or on a label on the back of the cellophane bag.   This only applies if kept in the sealed tin or cellophane bag and at room temperature, not suitable for refrigeration or freezing.  Any individual cookies supplied are best kept in an airtight tin and are best eaten within 1 week, they are safe to eat after this time but will not be at their optimum quality.

Hot Chocolate Bombs are supplied in their own acetate pods and have their best before date on the base of the pod.

Packaging:

Every care has been taken to make sure the item is packaged extremely well to withstand the journey in the post and we are confident they will arrive in perfect condition. All cookies are secured in the tin to the cushioning pad with a small amount of royal icing. Chocolate Bombs are in their own protective pod in secure packaging Carlton Kitchen cannot be held responsible for any breakages or damage once the cookies/Chocolate Bombs have left the premises of Carlton Kitchen.

Where possible, we try to use recyclable, reusable and biodegradable packaging.

But in the unlikely event that your order does arrive damaged, please don’t worry. we will do our best to put things right for you upon receipt of images. Please email us at info@carltonkitchen.co.uk so we can look into this.

Returns :

When you shop online you have the right to a “cooling-off” period of 14 calendar days in the EU (Consumer Contacts Regulations) and 30 days in the UK (Consumer Rights Act 2015) whereby you can withdraw from the contract and return your purchases to the seller. Perishable goods are not covered by these cooling-off periods, as they might not reasonably last as long as the stipulated 14-day or 30-day thresholds.

Cancellations:

Please make sure you are happy with your order before making payment and completing your order. Please check your Order Confirmation email to review the details of the order that you have submitted. Carlton Kitchen cannot be held liable for acting in good faith on incorrect information received.

If you want to cancel your order please be quick, as once we’ve baked/made your items we cannot offer a refund or take cancellations.  Cancellation must usually be made within 24 hours of placing your order, and we may bake/make your items straight away depending on the time that your order is placed. To cancel an order please call 01845 607063 or email us on info@carltonkitchen.co.uk  Calling us is the preferred method as we cannot guarantee your email will be seen in time. This cancellation policy does not affect your legal rights, for example, if goods are faulty or misdescribed.

Cancellation policy of custom orders:

If a bespoke order is cancelled with 2 or more weeks to the collection, any payment received over and above the retainer(deposit) will be refunded. If the order is cancelled with less than 2 weeks to collection/despatch, then no refund will be offered as ingredients and packaging will have already been purchased.

This cancellation policy does not affect your legal rights, for example, if goods are faulty or misdescribed.

DELIVERY

We deliver all items via Royal Mail unless otherwise stated.  For large orders nominated day tracked delivery is sent via courier.

We will attempt delivery to an address and postcode as you enter it and cannot accept liability for late or failed delivery due to an incorrect address. If you are unsure of an address or postcode, please check it using a postcode finder before ordering.

We’re unable to guarantee delivery dates for Royal Mail services as it’s outside of our control. Please note that if there is no one available to collect the delivery and it is not collected or redelivered quickly, the quality of the product may be slightly compromised, and we cannot be held responsible for this. National delivery is available to most UK mainland destinations.

Please be aware that if the delivery is to a military base, hospital or university, we cannot guarantee your gift will reach your recipient directly due to the individual establishment’s delivery policies.

We use Royal Mail for all our products (but reserve the right to change this without notice). All items are posted using Royal Mail’s First Class Signed-For service.  All orders are usually despatched within 3-5 working days, often quicker if we have a stock of the item you are ordering.  This may take a little longer during busy periods. If you require your order by a specific date then please give us a call and we do our best to accommodate this. 

If no-one is available to accept the delivery a calling card will be left to arrange re-delivery or collection from a local sorting office. In the first instance please contact your local sorting office. Please note we are not liable for any delivery issues once the items have left our kitchen, but we will do our best to understand and resolve any issues.

BESPOKE ORDERS

Custom Cookie/Chocolate Bomb orders:

I am always happy to do custom cookies for your event, promotion or celebration, schedule allowing. A minimum of 20 cookies is required, for large orders, a minimum of 4 weeks’ notice is needed and any with less notice could be declined or subject to a rush fee. Please email/message /ring to discuss your requirements.

A 50% deposit is due at the time of placing the order, with the remaining balance due no later than one month before the delivery date.  When an order is placed, we will block off time to complete it and may also order special supplies.  For this reason, neither the deposit nor the final balance is refundable.

Retainer (deposit):

Once a custom order has been accepted/finalised, an invoice is raised for 50% of the total value as a non-refundable retainer, which is deducted from the final balance payable. The order is not considered confirmed until the retainer (deposit) is paid. If the retainer (deposit) is not paid within 2 weeks, the order is deemed cancelled.

Final balance payments:

A final balance invoice is raised 7/10 days prior to collection less the retainer (deposit) already paid. At this stage no part of the order can be changed, this must be paid in full no later than 5 days prior to collection or the order is deemed cancelled and the retainer (deposit) paid is forfeit.

DISPUTES

Please make sure you are totally happy with your order before making payment and completing your order, please check your order confirmation email to review the details of your order that you have submitted. Carlton Kitchen cannot be held liable for acting in good faith on incorrect information received.

In the very unlikely event there is a problem with your order, please contact us at Carlton Kitchen in the first instance, before returning all items to us along with original packaging and your complaint will be assessed, any refund given for disputes regarding an order are completely at the discretion of Carlton Kitchen and are not automatic. As our produce is edible and bespoke, the UK distance selling regulations regarding the right to a refund if you change your mind upon receiving them does not apply. Full refunds will never be given for any order which has wholly been consumed, regardless of dispute, as consumption of the cookies/hot chocolate bombs is viewed as your acceptance that the order is adequate for the purpose for which it has been supplied. This in no way affects your statutory rights. Please make complaints by emailing info@carltonkitchen.co.uk.

The address for returns is Carlton Kitchen, Jasmine House, Carlton Husthwaite, Thirsk, North Yorkshire, YO7 2BJ.  We will refund the return postage if we find a problem.  Please package the goods carefully to ensure that they reach us in the same condition that we sent them to you. We want you to be totally happy with your purchase, and we will do all we can to resolve any issues.

Please be aware that you are liable for the cost of the return of the item, we recommend that proof of postage is obtained when sending.  We are only able to refund for items received back by us, we are unable to accept responsibility for items lost or damaged in transit. This does not affect your statutory rights.

These terms apply to your order.  We may change our terms and conditions at any time, so please do not assume that the same terms will apply to future orders.

INTELLECTUAL PROPERTY AND COPYRIGHT

Any custom cookie ordered from a picture or photo of an item produced by another baker or artist can only be reproduced as our interpretation of that image, and may not be an exact reproduction of the picture or photo. Copyrighted or trademarked images are strictly prohibited. All original designs by Carlton Kitchen should not be replicated without express permission. All designs created by Carlton Kitchen remain the property of Carlton Kitchen.

The content of this website is protected by copyright, trademarks, database right and other intellectual property rights. You may not reproduce, modify, copy, distribute or use for commercial purposes any of the materials or content on this website without written permission from a representative of Carlton Kitchen.

PUBLICATION

We, Carlton kitchen reserve the right to use images of our own products we have designed and produced in our own marketing, on our website or on our social media accounts, for example, Facebook and Instagram.

If a bespoke item has been created for a customer for a specific event (for which Carlton Kitchen have been notified in writing/email and have received a written acknowledgement back), we will never show this until after the date of the event.

WEBSITE UPTIME

All reasonable measures are taken by us to ensure that this website is operational all day, every day. However, occasionally technical issues may result in some downtime and accordingly we will not be liable if this website is unavailable at any time.
Where possible we always try to give advance warning of maintenance issues that may result in website down time but we shall not be obliged to provide such notice.

PRIVACY

We do not disclose your personal details to any third party. Please see out full privacy policy for more details.

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part, we cannot be liable for any loss you may suffer if a third party procures unauthorised access to any data provided by you when accessing or ordering from our website.

OPENING HOURS

Monday to Friday, 9 am to 5 pm, excluding bank holidays. Collections/Visitors strictly by appointment only, please ring or message to arrange a convenient time.

These Terms and Conditions do not affect your statutory rights.

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