Choukette-General Terms and Conditions of Trade

1. Our contract with you, the customer

All orders by you, the customer, for supply of goods are subject to these terms and conditions unless varied in writing and signed by both parties. Once an order has been placed your order is considered firm and there will be a contract between us.  The contract will end upon satisfactory receipt of goods.

2. Food allergies

Our products are made in a busy environment where GLUTEN, EGG, SOYA, MILK, NUTS, PEANUTS, SULPHUR DIOXIDE and other ALLERGENIC ingredients are used. Due to the nature of our food operation, we cannot fully guarantee that any food will be 100% completely free from any allergens. 

Whilst every care has been taken to ensure that the information on the website is accurate, we recommend that you always check the product labels and packaging prior to use or ask a staff member at the store at the time of the collection. Please note that products and their ingredients are subject to change. Although this information is regularly updated, Choukette is unable to accept liability for any incorrect information.

Don’t hesitate to contact us before placing your order if you have any concerns.

We cannot be responsible for any incidents involving personal food allergies.

3. Payment

The price for our celebration cakes (excluding wedding cakes) is payable as follows:

• Web order cakes: in full at time of order

The price for our wedding cakes is payable as follows:

• Wedding cakes ordered via our website are payable in full when you order online.
• When ordering a bespoke wedding cake following a consultation, we ask for a 50% deposit of the total cost (including delivery charge) upon your acceptance of our quote.
• The balance of the total cost is payable no later than 14 days prior to delivery
• If an order is placed within 30 days of the event the total cost is payable at the time the order is taken

All other products (non-celebration cakes) are payable in full at the time of purchase.

The price of the goods will be as quoted on the website at the time you confirm your order (usually by clicking the “checkout” button) subject only to any inadvertent technical error for which we will not be liable.

We are registered to charge VAT & therefore the prices on the website include VAT when applicable.

4. Changes or supply of additional goods or services

Following placement of order, should you wish to make any changes to a celebration cake design or postage order, please contact Choukette shop.  We will try our best to accommodate changes requested; however, we are unable to accept changes within the 1-day period before the order is due for collection or delivery. Depending on the change requested, an additional charge may be applied.

Products are subject to availability, weather and prevailing market conditions. In the event of non-availability of any goods you order, we may offer a reasonable substitute. This may affect the price you pay. You may reject any substitute item and we will refund the amount you have been charged for that substitute. It is our policy to identify any substitute items to you at the time of delivery and give you the opportunity to accept or reject the item at that time.

5. Cancellations

Under distance selling regulations for non-personalised or non-food items you have the right to cancel your order for any reason within 14 days of placing your order. However, as our celebration cakes and other food products are perishable, made to order and personalised to your specifications, this doesn’t apply. You are able to cancel your order under the following terms: 

• Choukette will accept cancelled orders with a notification submitted (48) forty eight hours prior to the bakery’s 12PM cut off time for orders. Cancellations are not accepted on Monday, holidays when the office is closed. We will not be able to process cancellations that are requested less than (24) twenty four hours prior to delivery. 
• Orders cannot be cancelled if the cake has already been made. 
• You may cancel an order at any time provided the cancellation is made by the person who placed the order and in the frame time mentioned above. 

If you would like to request an order cancellation:

Please contact us at 01637 871939 or at choukette.newquay@gmail.com

We require your name, and the date of delivery when placing an order.

You will receive written confirmation of the cancellation of your order within (24) twenty-four hours, excluding Mondays and holidays when you will receive confirmation on the following working day.

6. Additional Important Information We Want to Share

This disclaimer for orders placed through the website, email or over the phone serves as acceptance of the terms and conditions in lieu of signing an agreement before placing an order. Once said order is processed, the client agrees to the terms and conditions set forth on this page.

Products must be placed in the appropriate storage following the recommendation of Choukette at the reception of delivery or collection.

Quality:

– Choukette cakes and goods are hand-made. Therefore, there may be slight natural variations in appearance. 

– We reserve the right to replace unavailable components with those of equal or better quality.

–  At the time of collection or delivery you will be asked to check the appearance of the cake. Please take the time to inspect the order, as Choukette cannot take any responsibility for visible errors not identified and shown to staff at this point.

The client assumes ALL liability and responsibility for the condition of the product once it leaves our possession.

Choukette will make every effort to create the cake you want and deliver it in perfect condition. In the unlikely event that this does not occur, Choukette will take reasonable steps to rectify the situation and ensure you have a cake you are happy with.

However, Choukette does not accept any responsibility for consequential costs or emotional distress due to errors with products or delivery.

This does not affect your statutory rights.

7. Returns/Refund Policy

Perishable goods such as celebration cakes, macarons and gift cards unfortunately cannot be returned. 

If you aren’t satisfied with the condition of a food product that you receive from us following an online purchase please contact us immediately using the Contact Form with full feedback and attached pictures of the product you received. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Refund for damage products in transit: 

We will take all possible care to ensure your products arrive undamaged if being delivered by one of our delivery team in our own vans. We cannot accept liability if the products are damaged in transit when delivered by courier, however, in the unlikely event that happened, please contact us to discuss options. Any refunds provided will be limited to the total cost of the product damage.

8. Complaints

We work hard at Choukette to ensure your complete satisfaction with our products.

In the unlikely event that you have a complaint about your purchase or the standard of our service from in store experience or product collected in store, please inform a member of the shop staff or ask to speak with the manager of Choukette so that we may have the opportunity to resolve matters immediately. 

Alternatively, you can contact us at Head Office via post, email or Contact form.

Choukette, 52 bank street, TR7 1AX, Newquay, Cornwall

Email: choukette.newquay@gmail.com

Choukette customer care team give all complaints urgent attention. Every complaint will be acknowledged within 5 working days and we will endeavour to resolve the matter within 15 working days.

9. Force majeure and liability

If we are prevented from performing our services and delivery by circumstances beyond our control, including but not limited to strikes, accidents, acts of God, national or local disasters, damage to premises, weather, infectious diseases or similar events, then we will cancel the order and refund to you the amounts already paid and we will have no further liability to you.

10. Delivery/Collection
11. DELIVERY

Our delivery service is available for the purchase of macarons and confectionery using Royal mail delivery service, for U.K addresses only. 

Any celebration cakes, pastries and other perishable products are not suitable for delivery using royal mail, and therefore must only be collected directly from our shop. At the exception of a delivery to a Newquay address by one of our drivers, please contact us by submitting a form to see availability.

We will aim to deliver the goods within the shortest possible time. For faster delivery, please contact the shop directly to see your options. 

If the delivery or the collection is delayed due to any cause beyond our reasonable control, the delivery date will be extended by a reasonable period and we will contact you as soon as possible to arrange an alternative time. 

Deliveries are sent by post Tuesday to Friday. Orders must be placed by 12pm on weekdays. £4.95 per delivery address.

Delivery will be made to the address specified by you when you register on the website or checkout as a guest (the shipping address).

Delivery of celebration cake, viennoiserie, macarons or confectionery to a Newquay address, please contact us by submitting a form to see availability, for free delivery.

To send your deliveries to multiple addresses, you will need to place a different order, or contact us by completing the contact form or by  Email: choukette.newquay@gmail.com

1. COLLECTION
2. Collection Order Cut-off Times

• Order cut off time for next day collection will be clearly shown during the checkout process.

Orders and payments not completed by the cut off time for next day delivery/collection will be delivered the following day.

• We require (24) twenty four hours’ notice for any Celebration cakes/pastries orders. Any orders placed on

Monday, bank holiday or when the shop is closed will not be accepted. Orders must be placed Tuesday to Saturday by 12pm on the day for a next day collection. For Tuesday’s collection, order must be placed by 12pm on Sunday. If you order after the cut off time for orders, your order will be ready 48 hours later during the shop opening times. 

Examples: 

• Order by 12pm Tuesday and collect it next day, Wednesday from 12pm.
• Order by 4pm Tuesday and collect it 48 hours later, Thursday from 11am.
• Order by 12pm Sunday and collect it 48 hours later, Tuesday between 12pm and 3pm

 

1. Collection point and opening hours

Choukette, 52 bank street, TR7 1AX, Newquay, Cornwall

Tuesday to Saturday 11am to 4pm, 

Sunday 11am to 2pm.

If you need an early collection time, please, contact us before placing your order or leave a comment at the checkout, but subject to Choukette approval. 

1. What you need when you come to collect your order

Please bring with you a copy of your order confirmation.

Please note, orders that contain fresh items must be collected on the specified collection date in order to ensure items are in peak condition. We are unable to refund fresh items that are out of date as a result of late collection. (Fresh items include celebration cakes, viennoiserie and macarons)

If you have any queries about your order or the collection, please call us on +44 (0)1637 871939 or email choukette.newquay@gmail.com. Our customer advisors will be happy to help you.    

11. Availability

All orders are subject to acceptance and availability. We reserve the right to cancel your order in the event that:

– We experience supply chain issues outside of our control resulting in insufficient stock to deliver the goods you have ordered;

– We are unable to deliver to your area; or

– One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do cancel your order we will notify you and refund any sums paid as soon as possible but in any event within 30 days of your order. In the event of a pricing error you will be given the opportunity to reorder at the correct price.

12. Jurisdiction

These terms and conditions are governed by English Law and the exclusive jurisdiction of the English courts.