Terms & Conditions

Candy’s Cupcakes – Terms & Conditions

Last updated: January 2026

These Terms & Conditions apply to all orders placed via www.candyscupcakes.co.uk (“our website”). By placing an order, creating an account, or using our website, you agree to be bound by these Terms.

1. About Us

Candy’s Cupcakes
Email: info@candyscupcakes.co.uk

We operate an online bakery providing freshly baked, perishable food products.

2. Ordering & Accounts

Customers may check out as a guest or create an account.
You are responsible for ensuring all order details, including delivery address and contact information, are accurate at the time of ordering.
Marketing subscriptions are optional and can be managed via your account or email preferences.

3. Delivery Information

3.1 Delivery Areas

We currently deliver within the UK, excluding:

Ireland
Jersey
Guernsey
Certain remote areas of Scotland

Delivery availability is shown at checkout.

3.2 Address Accuracy

Please carefully check your delivery address before completing your order.

If you notice an error, contact us immediately at info@candyscupcakes.co.uk.
Once an order has been dispatched, changes cannot be guaranteed.
Where address errors result in non-delivery, delay, return, or disposal of the order, refunds will not be available.

3.3 Missed Deliveries & Safe Place Authority

By placing an order, you authorise our couriers to:

Leave parcels in a safe place, or
Leave parcels with a neighbour

This is due to the perishable nature of our products.

Missed deliveries caused by recipient unavailability are not eligible for refund.
Our couriers provide photographic and GPS delivery confirmation, which we can share to assist in locating your parcel.

3.4 Tracking & Courier Responsibility

All orders are sent via tracked courier services (including DPD).
Tracking details are provided, and it is the customer’s responsibility to monitor delivery progress.
Responsibility for the order passes once delivery has been completed to the address provided, including safe place or neighbour delivery.

3.5 Courier Delays

While we take every reasonable step to ensure timely delivery, delays outside our control may occur (e.g. vehicle breakdowns, depot errors, access issues).

Where delays occur, we will liaise with the courier to resolve the issue.
If delivery is reattempted due to a courier error, we may refund shipping charges where applicable.
We cannot accept liability for delays caused by third-party couriers once the parcel has been dispatched.

3.6 Freshness of Products

Our products are baked to remain suitable for consumption for up to 7 days when stored correctly.

Minor delays do not typically affect product quality.
We cannot guarantee condition where delays occur outside our control.

3.7 Damaged Orders

All orders are carefully packed using custom, protective, recyclable packaging.

Minor cosmetic damage may occur during transit and does not affect taste or suitability.
Where damage is significant, please:
- Email us with clear photographs, and
- Retain the product until we have responded

We will assess each case individually and may offer a replacement or partial refund at our discretion.

3.8 Failed or Lost Deliveries

Refunds are not available where delivery issues arise due to:

Incorrect address details
Recipient unavailability
Delivery instructions provided by the customer

If a parcel is confirmed lost by the courier, we will investigate and offer an appropriate resolution.

4. Refunds & Cancellations

4.1 Perishable Goods

Due to the nature of our products, which are freshly prepared and perishable, orders are exempt from cancellation rights under the Consumer Contracts Regulations once preparation has begun.

4.2 Refund Policy

Refunds will only be considered where:

Goods are significantly damaged in transit, or
Goods are not delivered due to a courier error and confirmed as lost

Refunds cannot be requested for:

Missed deliveries
Failed deliveries due to address or availability issues
Minor cosmetic damage
Changes of mind

5. Collection Orders

Collection is available on weekdays between 2:00 pm and 4:00pm.
Orders not collected during this time will be available on the next working day.
Orders not collected within 48 hours may be disposed of without a refund due to food safety requirements.

6. Discount Codes

Discount codes apply to product value only and exclude delivery costs.
Codes must be entered at checkout and cannot be applied retrospectively.
Only one discount code may be used per order.
Discount codes:
- Cannot be used on Monthly Subscription Boxes
- Cannot be used on bespoke, telephone, or email orders
- Has no cash value

We reserve the right to amend or withdraw discount codes where reasonably necessary.

7. Candy's Treat Club Reward Programme

7.1 General

Points are offered in good faith as a loyalty reward.

One account per customer and billing address
Points are non-transferable and have no cash value
Points expire after 2 years
Abuse or misuse will result in account closure and loss of rewards

7.2 Earning & Redemption

Customers may earn Points as guests, but must create an account to redeem them.
Only one redemption per transaction.
Points cannot be combined with other offers or discount codes.
Free shipping rewards apply to standard weekday delivery only.
Minimum spend applies to the following rewards
- £30 off voucher = minimum spend is £60
- £50 off voucher = minimum spend is £90
- £75 off voucher = minimum spend is £120
- £100 off voucher = minimum spend is £150

We reserve the right to amend or withdraw the programme at any time.

8. Promotional Offers

8.1 £20 Gift Card Offer (2026)

Valid on online orders placed between 23 and 31 December 2025
Minimum spend: £100 (excluding delivery)
Gift cards are digital and issued within 24–48 hours
Must be redeemed in January 2026
Valid for deliveries up to 365 days in advance

8.2 Valentine’s Day 2026 Pre-Order Offers

Offers apply only to qualifying Valentine’s range products (excludes Branded, Dried Flowers, Free-From, Gluten-Free and Vegan products)
Pre-order offer 1 (Free Golden Rolo Cookie Pie + Red Velvet Cake-in-a-Jar) applies to orders placed before January 1st 2026, for delivery between February 11th & 14th 2026
Pre-order offer 2 (Free Golden Rolo Cookie Pie) applies to orders placed before February 1st 2026, for delivery between February 11th & 14th 2026
Free items are added manually and sent to the same delivery address
Exclusions apply (including branded, dried flower, free-from, vegan, and gluten-free products)
Offers are subject to availability and may be amended or withdrawn if necessary

9. Limitation of Liability

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any matter which cannot legally be excluded.

Otherwise, our liability is limited to the value of the order placed.

10. Governing Law

These Terms & Conditions are governed by the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of its courts.

11. Changes to These Terms

We reserve the right to update these Terms at any time. The version in force at the time of ordering will apply.