Terms & Conditions of Sale

These Terms & Conditions apply when you order brownies from Bramber Bakehouse through 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 separately with us may be subject to separate terms agreed as part of your quotation or order.

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

3. Our Brownies

Our brownies are freshly baked to order in our bakery.

Product descriptions, flavours, quantities, prices and allergen information are shown on the relevant product page before you order.

Our standard brownie boxes contain 16 brownies.

Because our brownies are handmade, there may be small variations in appearance, size, finish or decoration between batches. These natural variations are part of a handmade product and do not affect your statutory rights if there is a genuine fault with your order.

Photographs on our website are intended to give a fair representation of our products, but the brownies you receive may not look exactly identical to those photographed.

4. Ingredients and Allergens

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

Our brownies are made in a kitchen that handles allergens including gluten, dairy, eggs, soy, sulphites, peanuts and other nuts. Although we take care to minimise cross-contamination, our products may contain traces of these allergens.

Full ingredient information will also be provided with the product.

If you have a food allergy or intolerance and are unsure whether a product is suitable for you or the person receiving it, please contact us before ordering.

5. Placing an Order

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

Before submitting your order, please check:

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

After placing an order, you will receive an email acknowledging it.

Your order is accepted by us when we send you confirmation that we have accepted the order.

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

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

If payment has already been taken and we cannot 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.

Available delivery dates and products will be shown on our website.

A particular Thursday may become unavailable before the normal order deadline if that week’s production capacity has been reached.

If a delivery date is shown as sold out, you will need to select 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 clearly shown at checkout before you confirm and pay for your order.

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

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

Your order will not be confirmed if payment is unsuccessful or declined.

If we discover an obvious pricing error after an order has been placed, we will contact you as soon as possible. We will give you the option to proceed at the correct price or cancel the order for a full refund.

8. Thursday Deliveries and Our Order Deadline

Our brownies are delivered in weekly Thursday drops.

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

Orders for each Thursday delivery close at 12 noon on the Wednesday eight days before delivery.

Once the deadline has passed, that Thursday will no longer be available to new customers at checkout.

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

9. Delivery Services

We currently use DPD for our online brownie deliveries.

Where available, customers can choose between:

Standard Thursday Delivery
Our standard DPD Next Day service. DPD may provide an estimated delivery window once the parcel is in its network. This is not a guaranteed timed delivery slot.

Thursday Delivery by 10:30am
A DPD timed delivery service for customers who need their brownies earlier in the day. Availability depends on the delivery postcode.

The price of the available delivery options will be shown at checkout.

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

10. Where We Deliver

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

At present, our online Thursday delivery service is not 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.

Postcode eligibility is determined at checkout.

If an address is outside our current delivery area, you will not be able to select delivery to that address.

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

11. Delivery Addresses and Contact Details

You are responsible for providing a complete and accurate delivery address, email address and telephone number.

Please pay particular attention to the address where brownies are being sent as a gift.

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

We will try to correct the details where we reasonably can, but once an order has been dispatched we cannot guarantee that the delivery address can be changed.

If an order cannot be delivered because the address supplied 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 offer options through its tracking service to manage your delivery, which may include delivery to a neighbour, rearranging delivery or another available delivery option.

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

If you choose an alternative delivery instruction through DPD, please make sure that the nominated place or person is suitable for receiving a food parcel.

13. Delays, Lost Parcels and Damage in Transit

We remain responsible for your order while it is being delivered by the courier.

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

You do not need to resolve a courier problem directly with DPD before raising it with us.

Occasionally deliveries may be affected by circumstances outside our reasonable control, such as severe weather, transport disruption or courier network problems.

If something prevents your order from being 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, partial refund, full refund or an alternative delivery date.

Delivery by 10:30am

If you have paid for our Delivery by 10:30am service and DPD does not deliver by 10:30am, please contact us.

14. Cancelling or Changing Your Order

You may request to cancel or amend an order before 12 noon on the Wednesday eight days before your selected delivery date.

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

To cancel or amend an order, email sales@bramberbakehouse.co.uk and include your order number.

Once the weekly order deadline has passed, your order has 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 point.

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

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.

If your order:

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

please contact us as soon as possible.

Where possible, please contact us within 48 hours of delivery because this helps us investigate issues involving fresh food quickly. This request does not limit your statutory consumer rights.

Please email sales@bramberbakehouse.co.uk with:

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

Please retain the product and packaging until we have responded if reasonably possible.

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

Further information is available in our Refunds, Cancellations & Complaints Policy.

16. Freshness and Storage

Our brownies are freshly baked for each weekly drop 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 provided with the order.

We cannot accept responsibility for deterioration caused by storage or handling that is contrary to the instructions supplied after the brownies have been delivered.

17. If We Have to Cancel Your Order

Very occasionally we may be unable to fulfil an accepted order because of circumstances such as 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 do not have to accept an alternative delivery date.

18. Our Responsibility to You

We do not exclude or limit 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 that is a foreseeable result of our breach or our failure to use reasonable care and skill.

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

These terms are intended for customers purchasing primarily 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 or bespoke order, please contact us so that appropriate arrangements and terms can be agreed.

19. Personal Information

We will use your personal information to process your order, take payment, arrange delivery, communicate with you about your purchase and otherwise operate our online shop.

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

For more information about how we collect and use personal information, please read our Privacy Policy.

20. Changes to These Terms

We may update these Terms & Conditions from time to time, for example if our products, delivery arrangements or legal requirements change.

The terms that apply to your purchase will be the version in force when your order is placed.

Any later change will not retrospectively alter an order that 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 you have under the law applicable where you live.

22. Contact Us

If you have a question about an online brownie order, cancellation, delivery, 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