Terms & Conditions

Last updated: January 2026

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1. Who We Are

• "We", "Us", "Our" – Lost Together Bakery

• "You", "Customer" – the person placing an order

• "Products" – our bespoke, made‑to‑order biscuits / cookies

 

2. Placing an Order

2.1 An order is only confirmed once:

• All design details are agreed in writing, and

• Payment (or an agreed deposit) has been received

2.2 Once confirmed, any changes:

• May not be possible

• May incur an additional charge

• May affect your delivery date

2.3 We reserve the right to politely decline an order if we’re unable to fulfil it (for example, due to capacity, timelines or content).

 

3. Prices & Payment

3. 1 All prices are shown in GBP (£).

3.2 Payment is required in full at the time of ordering (if ordering from our online store) or on receipt of invoice (if via ordering bespoke via email).

3.3 Your date is not held, and your order isn’t confirmed until payment has cleared.

3.4 Prices may change from time to time, but confirmed orders won’t be affected.

 

4. Made-to-order means made just for you

4.1 All our products — including those sold via our website — are made to order and include personalised or bespoke elements, such as names, wording, colours, layouts or design choices.

4.2 Because our products are personalised and prepared specifically for you:

• They cannot be resold or reused

• They are classed as “goods made to the consumer’s specifications” under the Consumer Contracts Regulations

4.3 This means the usual 14-day cooling-off period does not apply once your order has entered production.

4.4 Due to the handmade nature of our biscuits, small variations in colour, shape, size and finish are normal and expected.

4.5 By placing an order, you acknowledge and accept these characteristics.

 

5. Cancellations & changes

5.1 All our products are personalised and made to order. Cancellation rights are therefore limited in line with the Consumer Contracts Regulations.

5.2 Orders may be cancelled only before they enter production, or until two weeks before the due date, whichever is earlier. Once production has begun (for example, once ingredients have been allocated, cutters or materials have been bought, baking or decorating has started), the order cannot be cancelled or refunded.

5.3 Where permitted, cancellations before production will be refunded minus any non-refundable deposit or costs already incurred.

• Orders cancelled more than one month before due date: up to 100% refund, less any costs incurred

• Orders cancelled between 15 and 30 days before due date: Up to 50% refund, less any costs incurred

• Orders cancelled within 14 days of due date: no refund

5.4 Changes requested after production has started may not be possible and may incur additional charges.

 

6. Refunds & issues with your order

6.1 We don’t accept returns on bespoke food items (see section 4, above).

6.2 If something isn’t right due to our error (for example, the wrong design or damaged biscuits), please let us know within 24 hours of delivery, with clear photos.

6.3 If eligible, we’ll offer:

• A replacement, or

• A partial or full refund (at our discretion)

6.4 We can’t offer refunds for:

• Change of mind

• Minor design or colour variations

• Incorrect details supplied by you

• Damage after delivery

This does not affect your statutory rights under the Consumer Rights Act 2015.

 

7. Allergens & ingredients

7.1 Our kitchen handles common allergens including gluten, dairy, eggs, nuts and soy.

7.2 While we may offer allergen‑friendly options, we cannot guarantee an allergen‑free environment.

7.3 It’s your responsibility to pass on ingredient and allergen information to anyone eating the biscuits.

• A list of ingredients in our biscuits can be found here

• Each biscuit order will be delivered with ingredient and allergen information

7.4 We can’t accept liability for allergic reactions.

 

8. Delivery & shipping

8.1 Delivery dates are estimates, not guarantees.

8.2 Once your order is handed to the courier:

• Responsibility passes to you

• Courier delays are outside our control

8.3 We’re not responsible for:

• Incorrect delivery addresses

• Missed deliveries

• Delays caused by couriers, weather or other unforeseen events

For events, we always recommend choosing delivery at least 1–2 days before the big day.

 

9. Storage & shelf life

9.1 Our biscuits are best enjoyed within 30 days of delivery or according to the best before date on the package, .

9.2 Storage instructions will be provided — following them helps keep everything looking and tasting its best.

 

10. Photos, designs & intellectual property

10.1 We retain the rights to our designs unless agreed otherwise.

10.2 We love sharing our work and may photograph orders for marketing, unless you let us know in writing that you’d prefer us not to.

10.3 By providing logos or images, you confirm you have permission for us to use them.

 

11. Content we can’t produce

We won’t create biscuits featuring:

• Offensive, hateful or defamatory content

• Copyrighted material without permission

• Anything promoting illegal activity

If this applies, we may cancel the order and refund any amounts not yet spent on production.

 

12. Our liability

12.1 Our liability is limited to the value of your order.

12.2 We’re not liable for indirect or consequential losses.

 

13. Things outside our control

We’re not responsible for delays or failures caused by events beyond our reasonable control, including extreme weather, courier issues, power outages or government restrictions.

 

14. Governing law

These Terms are governed by the laws of England and Wales, and any disputes will be handled by its courts.

 

15. Contact us

Lost Together Bakery

Losttogetherbakery@gmail.com

 

16. High-value & corporate orders (additional terms)

These terms apply to corporate, bulk or high-value orders (typically £500+, large quantities, branded designs, or multi-location delivery). Where they differ from the standard Terms, this section takes priority.

 

16.1 Quotations & acceptance

• Corporate orders are supplied on the basis of a written quotation.

• Quotes are valid for 14 days unless stated otherwise.

• An order is only accepted once the quotation is confirmed in writing and payment terms are agreed.

 

16.2 Payment terms

• A non-refundable deposit of 50% is required to secure production slots.

• The remaining balance is due 30 days before dispatch.

• Late payment may result in delays or cancellation without refund of the deposit.

 

16.3 Design approval & sign-off

• Digital proofs may be provided where appropriate or agreed at time of ordering with you.

• Written approval of designs constitutes final sign-off.

• We are not responsible for errors (including spelling, colours or layout) once approval has been given.

 

16.4 Cancellations & changes

Due to the scale and bespoke nature of corporate orders, cancellations are subject to the following:

• Before production begins: refund minus deposit

• After production begins: no refund

Changes after sign-off may not be possible and may incur additional costs.

 

16.5 Delivery, splits & event dates

Delivery dates are estimates and not guaranteed.

For event-based orders, delivery should be scheduled at least 1–2 working days prior to the event.

Where split or multi-address delivery is requested, responsibility transfers once each consignment is handed to the courier.

 

16.6 Branding, logos & intellectual property

• You confirm that you have full rights to use any logos, trademarks or branded materials supplied.

• We accept no liability for intellectual property infringements arising from customer-supplied materials.

• Unless agreed otherwise, we may reference corporate orders in our portfolio (without disclosing confidential information).

 

16.7 Limitation of liability (corporate orders)

• Our total liability is limited to the value of the affected portion of the order.

• We are not liable for indirect, reputational or consequential losses, including loss of business or goodwill.

 

By confirming a corporate or high-value order, you agree to both the standard Terms & Conditions and these additional corporate terms.