Terms & Conditions for Bumble & Goose
We want you to enjoy our products as much as we enjoy baking them, but we have some simple Terms & Conditions for all orders. By ordering from Bumble and Goose via website, email or as an invoiced client, you are agreeing to the following Terms & Conditions.
Your payment is required to confirm online/telephone orders and until your payment is received, your booking/order is not guaranteed.
Orders booked via Social Media (Facebook/Instagram) and telephone/email must be paid for in full at the time of booking. We cannot guarantee your date until payment is received
For Wedding related orders the deposit is 25% at time of booking, and full balance is due 2 months in advance of your wedding date. Your booking is not confirmed until payment is made.
We reserve the right to cancel any order still awaiting payment after the balance due date.
For orders via website, payment in full is required at the time of ordering.
We reserve the right to cancel any order that hasn’t been paid for.
Local Deliveries
Local deliveries are made by hand on the date specified in your order. All deliveries are undertaken by Bumble & Goose or our couriers. Please ensure someone is available at the delivery address on the day of your order and provide a contact telephone number to aid delivery; if there is no-one on hand to receive the cupcakes etc we will do our very best to leave them in a safe place (with a neighbour, receptionist, caretaker, etc.) but we cannot keep hold of the cupcakes for re-delivery and they will be left at the address you have given us. Our deliveries are generally in the afternoon between 2-4.30pm but we can confirm an approximate time on the day of delivery if you contact us here.
If you would like us to deliver to your place of work or somewhere with a mailroom/courier point we are happy to do so but please note that Bumble & Goose cannot accept any liability for the treatment of your order or mishandling once a delivery has been made and the goods handed over. We have arrangements with several hotels in the Belfast City area, if you need a hotel drop off, please contact us in advance to discuss arrangements.
All our drivers are instructed in the correct handling of the cakes and will always pass this information on to any post room workers but once the cakes etc are handed over we cannot accept liability for the subsequent handling of your cakes or other products. If you are unsure on how to carry / transport a cake, click here for more information.
If we have to attempt a re-delivery then an additional delivery charge may be due.
If arranging your own courier collection we would advise always booking a van or car. Once cakes have left our bakery we can not be held liable for any damage that occurs in transit. Any issues should be handled directly with the courier company you have chosen to use.
UK & Northern Ireland Postal Orders
For postal orders, a date for despatch is offered for you to select at checkout. You can order in advance or it will generally be 2-3 days from todays date as the next available date. This is the date that we will post your items. If we have huge demand around certain dates, we may have to adjust or amend your shipping date. We send hundreds of items weekly with Royal Mail and find them to be generally reliable and timely with few issues, but occasionally an item may be delayed due to issues in the postal system.
Please note, we operate Monday to Friday between 930hrs and 1630hrs and are closed at the weekends. The time it takes to arrive depends on a number of factors, all of which are outside of our control.
Considerations like seasonal demand, bad weather (storms and snow plays havoc with delivery vehicles)
For UK & Northern Ireland postal orders, we currently use Royal Mail 24. This is generally a 1-3 day service but in line with Royal Mails terms and conditions, they have up to 14 days to deliver items and we can not raise an investigation into a deliver issue until 14 days have passed. It is partly tracked service and we track sending and delivery attempts. Unfortunately we can not consider items lost until 10 Days has past from dispatch. If it is a sizeable, valuable or time sensitive order we would suggest selecting RM Special Delivery (details below) or contact us to use DHL
Depending on your location Royal Mail may or may not deliver on Saturdays & Sundays. We ask you to choose a delivery despatch date as this isn’t a guaranteed date arrival service.
If you require SPECIAL DELIVERY, please contact us here before placing your order or choose RM NEXT DAY service for UK orders. We also use DHL for larger orders. Please contact us to discuss this option.
Royal Mail RM 24 (1-3 Day Service)
Around 97% arrive within 24hrs and 99% of all our items with this service arrived within 2 days.
Our baked goods have various shelf lives but for biscuits & brownies, they have a best before of 2 weeks. For cookies it’s 5 days and we don’t post cookies on Fridays just in case of any delays. For more information on how long our bakes keep, please click here
Please check your shipping details are correct and email us with a copy of your confirmation email if your item doesn’t arrive 5 days after it’s expected.
RM NEXT DAY Special Delivery 1pm service
If you require express delivery, or arrival for a particular date, select the Royal Mail Special 1pm service on checkout. Please note that this is not a guaranteed delivery service
Postcode Areas – The RM Special delivery service is available throughout the UK. However, there are certain delivery restrictions in particular areas:
RM deliver by 5.30pm the next working day in the following postcode areas:
AB30 – 39, 41 – 45, 51 – 56, HS1, 3 – 9 ,IV21 – 28, 40 – 49, 51 – 56, KA27, 28, KW1 – 3, 5 – 15, KW16 Stromness Town only, PA20 (0&9), PA28 – 38, 41 – 49, 76, 77, PH15, 17 – 26, 31 – 40, 49, 50, ZE1
RM deliver within two working days by 5.30pm to the following postcodes areas:
HS2, IM, JE, PA60 – 75, 78, ZE2, 3
RM deliver within three working days by 5.30pm to the following postcode areas:
KW16 – non Town, KW17, PH30, 41 – 44
If your order doesn’t arrive before 1pm on the day after dispatch, we will refund the shipping cost. If your order doesn’t arrive within 10 days, we will treat the parcel as LOST and send a replacement order or refund. We are unable to guarantee any delivery times / dates but generally we have no issues with Royal Mail 1pm service or DHL next day. For DHL Next Day, please contact us to arrange this.
Ireland Delivery Options
For delivery to Ireland we use a 2-3 day Irish courier service. Sometimes it can arrive the next day and other times it’s 3 days and this is generally down to locality of delivery address. Larger city’s are generally quicker to deliver to than remote addresses. Our courier asks for 14 days to allow for issues with delivery but 99% of all orders are delivered within 3 days. For Ireland Courier Delivery, we can not consider a order lost until 10 Days has passed. To help with delivery,
*Please add a phone number to the notes as Ireland can be very rural and it can help with any delivery issues.
As with UK & NI deliveries, we can not guarantee the date of arrival of your order
If your item has not arrived, please contact us at hello@bumbleandgoose.co.uk and we will do our best to help you.
International Shipping (Outside of UK and IRELAND) – We ship daily to Ireland and also UK mainland, but by arrangement we can also ship to Europe. We have a preferred shipper (DHL) . If the carrier can not deliver to the address you have provided due to address detail errors or the address not accepting the goods, we are not responsible for the delay or non delivery of the order. If the item is subsequently returned to us as a result of non-delivery and there are return charges as a result, we may invoice you to make payment for these charges. Our Bakery is based in Northern Ireland and we can ship to EU or UK under Brexit Protocol. Whilst there should not be any additional Import Duties, Customers are responsible for any additional customs charges as part of shipping fees. These may be as additional charges from the receiving country which will be later than the time of ordering and payment. Payment is required to the customs department either by Customer or the Recipient before goods will be released. Whilst there should be no charges when shipping in the EU, there can sometimes be added charges due to local confusion over Brexit Protocol agreement. We suggest paying the charge (usually 20-25% of goods value) and appealing for refund from the carrier / customs rather than delaying the delivery of the baked goods. If clients choose to not pay and the goods are significantly delayed, we can not be responsible for the spoiled product. We will use your email address as contact – this allows the carrier to contact yo directly for additional information such as a phone number or address issue to try and speedily rectify any issues. Any appeals for customs/ import charges are the responsibility of the customer.
Address Errors
Please check the address you have supplied is correct, and that there is someone to receive the order because if the address is invalid or inaccessible, or if a calling card is left and not responded to, we are unable to accept responsibility for orders not collected.
Unfortunately Royal Mail use postcodes first through an automated sorting system and then street names/ house numbers so if the post code isn’t quite right then it’s probably not going to make it. Our shipping labels are auto populated from the information you input at checkout. If the number, address, postcode or spelling is incorrect, we can’t accept responsibility for the delay or delivery of your item. If your item is not accepted at the address, we can’t accept responsibility.
POSTCODE / EIRECODE CHECKER
All addresses in the UK have POSTCODES. You can confirm post codes here .
All addresses in IRELAND have EIRECODES. You can look up Eircodes here.
Returns
All our cakes, cupcakes, biscuits and brownies etc are baked to order and we do not accept returns. We are human and mistakes can be made. If we have made a mistake with your order, please contact us here within 2 hours of receiving your order. Please include your order details, number and photographs of the items. If your item has been damaged in the post (this is very infrequent but it can happen) then please send us full details including photographs as soon as they are received so that we can also report the matter to the courier / Royal Mail and then try and make it right.
Refunds, credit notes or a replacement order to the same value will be given only in the event that you receive the incorrect product or if the products are shown to be of unsatisfactory quality. Should this be the case, or if you are in any way unsatisfied with the condition or quality of your bakes upon arrival you must contact us within 2 hours of receipt. Bumble & Goose will not accept liability for any complaints made after this time.
Cancellations
If you need to cancel your order please contact us as far in advance as possible!
Our shipping labels are generated automatically from our website orders and we can’t always cancel them to change addresses with out being charged ourselves so please bear this in mind when entering addresses..
Website Orders– Orders cancelled 7 or more days before shipping/delivery, will receive 50% refund of total price. Orders cancelled within 3-6 days of shipping/delivery will be entitled to a 25% refund and those cancelled within 48 hours of the order delivery / shipping date will not be entitled to a refund (although refunds and credit notes may still be provided at Bumble & Goose’s discretion).
Corporate Invoiced Clients
When ordering via invoice; Corporate orders are not guaranteed until a deposit has been received in the case of orders placed one month in advance or full payment in the case of orders placed less than one month in advance. Payment must be received to secure your date and failure to do so may result in your order being rescheduled.
Invoiced Customers who have booked and received an invoice from Bumble & Goose are entitled to a full refund less 25% deposit on the order total for cancellations made 28 days or more in advance of the order date and a 50% refund for orders cancelled within 7-27 days of the order date.
Orders cancelled within 7 days of delivery will not be entitled to a refund (although refunds and credit notes may still be given at Bumble & Goose’s discretion).
Date Changes
Sometimes you may need to change the date of the order for delivery or dispatch and we will try our best to accommodate your new requested date. Please note that not all dates will be available. If we are unable to accommodate your requested date change, then the cancellation policy will apply.
Edible Ink Printing
Getting your image right is one of our highest priorities and our team tweak printer settings to produce as close as possible match to the supplied design work, however as this is not traditional printing we can not guarantee to exactly match your colour. We cannot match panotones but we do try our best to get as close as possible.
Print Guidelines.
- We always do our best to match our print to the image you send us, however, we can only match it to the image as viewed on our computer screens.
- Please consider that an image viewed on a computer screen is in an RGB format and as computer screens differ, it can look different from screen to screen.
- We print using inkjet technology with a mix of CMYK edible inks on a photo quality print head. If your image was created using another format such as RGB, the colour may vary when converted to CMYK by the print software. Computer display screens show colours differently to actual printed tones.
- Metallic colours like gold and silver are difficult to print with edible ink. Gold may end up with a green tinge and silver will be a shade of grey.
- Vivid ‘Fluorescent’ colours – We cannot replicate very bright, almost fluorescent colours as they are difficult to replicate with edible ink and will be duller than traditional printing methods onto paper.
- We cannot select pantones or specific CMYK colour codes, the image is printed as sent.
- Grass can be difficult to print and may have a slight blue tinge depending on the tone. This is within our printing quality parameters.
- Taupe tones are also difficult to print due to the varying size of edible ink particles which absorb into the icing surface at slighty different rates. Taupe is mainly yellow and black inks. Some shades of taupe may have a grey tinge which develops over time as the ink absorbs. This is within our printing quality parameters.
- If you are very concerned about colour matching please post us a physical print of the image which will help us adjust the printers in order to get the best match possible
Social Media Images
We reserve the right to use photographs of orders we prepare on our website, blog, Twitter pages and Facebook pages. If you would like to specifically request that we do not use pictures of your order, or that we provide you with a picture of your order we will usually be happy to do so but you must let us know at the time of ordering. We try not to share photos of products before the event the are made for, but if you wish to kept it discrete then please advise us at time of order. We make a lot of cakes, biscuits and brownies and only a small selection make it to the page purely due to opportunity between baking to photograph.
