Terms & Conditions of Sale

These Terms & Conditions apply when you order brownies from Bramber Bakehouse through our online shop at www.bramberbakehouse.co.uk.

Please read them before placing an order. By placing an order with us, you agree to these Terms & Conditions.

Nothing in these terms affects your statutory consumer rights.

1. About Bramber Bakehouse

Bramber Bakehouse is a registered charity and company in England and Wales.

Bramber Bakehouse
Registered Charity No. 1172837
Registered Company No. 09437477

Kings Centre
Unit 27
Edison Road
Eastbourne
East Sussex
BN23 6PT

For questions about an online brownie order, please contact:

sales@bramberbakehouse.co.uk

2. What These Terms Apply To

These terms apply to brownie orders placed through our online shop.

Corporate, bespoke or large-volume orders arranged directly with Bramber Bakehouse may be subject to separate terms agreed with you as part of your quotation or order.

Our Shipping & Delivery Policy, Refunds, Cancellations & Complaints Policy and Privacy Policy should also be read alongside these Terms & Conditions.

3. Our Brownies

Our brownies are freshly baked in our bakery.

The products, flavours, quantities, prices and relevant allergen information available at any particular time will be shown on our website before you place your order.

Our standard brownie boxes contain 16 brownies.

Because our brownies are handmade, there may be small variations in appearance, size, decoration or finish between batches. Product photography is intended to give a fair representation of our brownies, but the products you receive may not be identical in appearance to those shown online.

These natural variations do not affect your statutory rights if there is a genuine problem with your order.

4. Ingredients and Allergens

Please read the ingredient and allergen information shown on the relevant product page carefully before placing an order.

Our brownies are prepared in a kitchen which handles allergens including gluten, dairy, eggs, soy, sulphites, peanuts and other nuts.

Although we take appropriate precautions to minimise cross-contamination, our products may contain traces of these allergens.

Full ingredient information will also be provided with your order.

If you or the person receiving the brownies has a food allergy or intolerance and you are unsure whether one of our products is suitable, please contact us before placing your order.

5. Placing an Order

When you submit an order through our website, you are offering to purchase the products shown in your basket.

Before placing your order, please check carefully:

• the products and quantities selected;
• your chosen delivery date;
• your chosen delivery service;
• the delivery address;
• your email address and telephone number; and
• the total amount payable.

Once you have placed an order, you will receive an email acknowledging receipt of it.

Your order becomes accepted by Bramber Bakehouse when we confirm that we have accepted your order.

We may be unable to accept an order where, for example:

• payment has not been authorised;
• the selected delivery date has reached capacity;
• the delivery address is outside our delivery area;
• a product is unavailable;
• there is an obvious error in the price or product description; or
• we are unable to fulfil the order for another reasonable operational reason.

If payment has already been taken and we are unable to accept your order, we will refund the amount paid.

6. Weekly Availability

We operate a small-batch weekly production model and have limited capacity for each Thursday delivery.

The products and delivery dates currently available will be shown on our website.

A particular Thursday may become unavailable before the normal weekly order deadline if we reach our production capacity.

If a delivery date is no longer shown as available at checkout, you will need to choose another available Thursday.

7. Prices and Payment

The price of each product will be shown on our website at the time you place your order.

Delivery charges are additional and will be displayed clearly at checkout before you confirm and pay for your order.

Delivery charges may vary depending on the size and weight of your order and the delivery service selected.

The total amount payable will always be shown before you submit your order.

Payment must be made using one of the payment methods available at checkout.

If payment is unsuccessful or declined, your order will not be confirmed.

If we discover an obvious pricing error after you place an order, we will contact you. You may then choose either to proceed with the order at the correct price or cancel it and receive a full refund.

8. Thursday Deliveries and Our Order Deadline

Our online brownies are delivered through weekly Thursday delivery drops.

The delivery date selected at checkout is the date on which you would like your brownies to arrive.

Orders for each Thursday delivery normally close at:

12 noon on the Monday of that week.

For example, to receive an order on Thursday, you would normally need to place your order before 12 noon on the Monday immediately beforehand.

Once the weekly order deadline has passed, that Thursday will no longer be available for new online orders.

A particular Thursday may also become unavailable before the normal deadline if we reach our production capacity for that week.

We normally bake on Tuesday and Wednesday, pack orders on Wednesday and hand them to our courier on Wednesday for delivery on Thursday.

9. Delivery Services

We currently use DPD for our online brownie deliveries.

Standard Thursday Delivery

Our standard delivery uses an appropriate DPD next-day service.

The particular DPD service or parcel format used to fulfil your order may vary depending on the size and weight of the order.

DPD may provide an estimated delivery window once your parcel enters its network. Any estimated delivery window is provided by the courier and is not a guaranteed timed delivery slot.

Thursday Delivery by 10:30am

Where available, customers may choose a timed DPD service for delivery by 10:30am on Thursday.

This is intended for customers who need their brownies earlier in the day.

Availability depends on the delivery postcode.

Delivery Charges

The delivery options available for your particular order, together with the applicable delivery charge, will be displayed at checkout before payment.

Charges may vary according to the size and weight of the order and the service selected.

Once your order has been dispatched, DPD will normally provide tracking information using the email address and/or telephone number supplied with your order.

10. Where We Deliver

We currently deliver to most eligible addresses in England, Wales and Scotland where our Wednesday-dispatch, Thursday-delivery service is available.

Our standard online delivery service is not currently available to:

• the Scottish Highlands;
• the Scottish Islands;
• Northern Ireland;
• the Isle of Wight;
• the Channel Islands;
• the Isle of Man;
• the Scilly Isles;
• the Republic of Ireland; or
• international addresses.

Eligibility is determined by postcode at checkout.

If an address is outside our current delivery area, delivery to that address will not be available through our online shop.

We may change our delivery areas in future. Any change will apply to future purchases and will not alter an order we have already accepted.

11. Delivery Addresses and Contact Details

You are responsible for providing us with a complete and accurate:

• delivery address;
• email address; and
• telephone number.

Please take particular care where you are sending brownies directly to somebody else as a gift.

If you notice an error after placing an order, contact sales@bramberbakehouse.co.uk as soon as possible.

We will make reasonable efforts to correct your details before dispatch, but once an order has entered the courier network we cannot guarantee that an address or delivery instruction can be changed.

If an order cannot be delivered because the address provided by the customer was incorrect or incomplete, an additional delivery charge may apply if you ask us to send the order again.

12. If Nobody Is Available to Receive the Parcel

DPD may provide delivery-management options through its tracking service.

Depending on the service and postcode, these may include options such as delivery to a neighbour, rearranging delivery or selecting another available delivery option.

Because our brownies are fresh food products, we recommend arranging for somebody to receive the parcel on the scheduled Thursday wherever possible.

If you provide alternative instructions to DPD, please make sure that any nominated safe place or person is appropriate for receiving a food parcel.

13. Delays, Lost Parcels and Damage in Transit

Bramber Bakehouse remains responsible for your order while it is being delivered by our courier.

If your brownies are delayed, lost or damaged in transit, please contact us so that we can investigate the issue with DPD.

You do not need to resolve a courier problem directly with DPD before contacting Bramber Bakehouse.

Occasionally, delivery may be affected by circumstances outside our reasonable control, including severe weather, transport disruption or problems within the courier network.

If your order cannot be delivered as planned, we will work with you to find an appropriate solution.

Depending on the circumstances and your statutory rights, this may include:

• a replacement;
• a partial refund;
• a full refund; or
• an alternative delivery date.

Delivery by 10:30am

If you have paid for our Thursday Delivery by 10:30am service and your parcel is not delivered by 10:30am, please contact us so that we can investigate.

14. Cancelling or Changing Your Order

You may request to cancel or amend an online order before:

12 noon on the Monday of the week of your selected Thursday delivery.

If you cancel your order before this deadline, we will refund the amount you paid, including the delivery charge, to your original payment method.

To cancel or amend an order, please email:

sales@bramberbakehouse.co.uk

Please include your order number.

Once the weekly order deadline has passed, your brownies have been committed to our production schedule.

Because our brownies are freshly made, perishable products, we cannot normally accept change-of-mind cancellations or amendments after this deadline.

This does not affect your statutory rights if there is a problem with your order or if we are unable to fulfil it.

15. If There Is a Problem With Your Brownies

Your brownies should arrive as described, of satisfactory quality and in an appropriate condition for consumption.

Please contact us as soon as possible if your order:

• arrives damaged;
• contains the wrong products;
• contains the wrong quantity;
• has items missing;
• is not as described;
• arrives in an unsatisfactory condition; or
• has another genuine product fault.

Where possible, we ask that you contact us within 48 hours of delivery.

This helps us investigate issues involving fresh food and courier deliveries promptly. Asking you to contact us within 48 hours does not limit your statutory consumer rights.

Please email sales@bramberbakehouse.co.uk and provide:

1. your order number;
2. details of the problem; and
3. photographs of the brownies and packaging where relevant.

Where reasonably possible, please retain the affected products and packaging until we have responded.

Depending on the circumstances, we may offer a replacement, partial refund, full refund or another appropriate remedy.

Please see our Refunds, Cancellations & Complaints Policy for further information.

16. Freshness and Storage

Our brownies are freshly baked for each weekly delivery and are best enjoyed within 7 days of delivery.

Once received, brownies should be stored in an airtight container or in the fridge and handled in accordance with any storage information supplied with your order.

We cannot accept responsibility for deterioration caused by storage or handling which is inconsistent with the instructions provided after the brownies have been delivered.

17. If We Have to Cancel Your Order

Very occasionally, we may be unable to fulfil an order we have already accepted.

This could happen, for example, because of ingredient availability, production problems or circumstances outside our reasonable control.

If this happens, we will contact you as soon as reasonably possible.

We will offer you either:

• an alternative available delivery date; or
• a full refund of the cancelled order, including the delivery charge.

You are not required to accept an alternative delivery date.

18. Our Responsibility to You

Nothing in these Terms & Conditions excludes or limits our responsibility where it would be unlawful to do so.

Nothing in these terms limits your statutory rights as a consumer.

If we fail to comply with these terms, we are responsible for loss or damage which is a foreseeable result of our breach or our failure to use reasonable care and skill.

We are not responsible for losses which were not reasonably foreseeable when the contract was entered into.

These Terms & Conditions are primarily intended for customers purchasing brownies for personal use.

We are not responsible under these consumer terms for business losses such as loss of profit, revenue, business opportunity or anticipated savings.

If you are placing a significant corporate, event, bespoke or high-volume order, please contact us so that appropriate arrangements and terms can be agreed separately.

19. Personal Information and Marketing

We use your personal information to:

• process and manage your order;
• take payment;
• arrange delivery;
• communicate with you about your purchase;
• provide customer service; and
• operate and improve our online shop.

We may need to share relevant information with organisations involved in processing and fulfilling your order, including our payment provider, ecommerce and fulfilment systems and DPD.

If you separately choose to opt in to receive marketing communications from Bramber Bakehouse, we may also use your contact details to send you news, updates and marketing.

Marketing consent is optional and is not a condition of purchasing brownies from us.

You can unsubscribe from marketing communications at any time.

For full information about how we collect, store and use personal information, please see our Privacy Policy.

20. Changes to These Terms

We may update these Terms & Conditions from time to time, including where our products, delivery arrangements, business processes or legal requirements change.

The terms which apply to your purchase will be the version in force when you place your order.

A later change to these terms will not retrospectively alter an order we have already accepted.

21. Governing Law

These Terms & Conditions and purchases made through our website are governed by the laws of England and Wales.

Nothing in this section removes any mandatory consumer rights that apply to you under the law where you live.

22. Contact Us

If you have a question about an online brownie order, delivery, cancellation, refund or complaint, please contact:

Bramber Bakehouse
Kings Centre
Unit 27
Edison Road
Eastbourne
East Sussex
BN23 6PT

Email: sales@bramberbakehouse.co.uk
Telephone: 0333 344 7532