Terms of service
PLACING AN ORDER
Orders can be placed online via our website or in any of our branches. Full payment is required at the point of order. You will receive an order confirmation e-mail with an order ID and a payment receipt. If you do not receive the e-mail, check your junk mail folder as confirmations may be redirected there by your security software. Please check your copy of the order carefully and let us know if any items are incorrect. Due to the number of orders within Heriots, it is especially important to check you have selected the correct branch and time/date for collection/delivery. Heriots cannot accept responsibility for errors made during the ordering process by the customer. To avoid disappointment booking early in advance is advised as our handmade products require time to prepare. Orders must be placed no later than 8 pm the day before they are required. We do offer same-day in-store purchase options, but these are subject to availability.
CANCELLATIONS/ REFUNDS
Cancellations to any order will need to be made at least 48 hours in advance, for a full refund or credit note. Cancelling an order should be in writing and sent to cs@heriots.co.uk
Customers are to quote the order number, name, and reason for cancellation. Refunds will be processed within 5 working days to the original Payment method.
We strictly do not accept returns, exchanges, or issue refunds for any of our food items after it has left our branch due to health and safety regulations.
AMENDMENTS TO ORDERS
Our policy states that it is the responsibility of the customer once an order is placed to ensure that all aspects of the cake and order are correct. However, any changes to your order such as type of cake, size, inscription, collection date and time, delivery address, or branch of collection can be changed 48 hours before collection/delivery. Only one change can be made after the order has been finalised.
COLLECTING AN ORDER
If you have arranged to collect from one of our branches, the cake will be available within the time slot selected. If for some reason you are unable to collect on the day specified, please contact cs@heriots.co.uk.
It is the responsibility of the customer to collect their cake on time. To ensure the quality and freshness of our cakes, we will dispose of any cakes not collected within 24 hours of the scheduled collection date/time. Cakes that are not collected will NOT be refunded.
DELIVERY OF AN ORDER
Where delivery is requested, it is the customer's responsibility to ensure a complete and correct address is supplied, along with a correct phone number for contact. It is also the customer’s responsibility to make sure that there is someone to accept the delivery at the address. Heriots cannot accept responsibility for late or missing deliveries due to insufficient or incorrect information supplied, or if there is no one to accept delivery.
QUALITY
Our products are hand-made using fresh, natural ingredients - for example, fresh fruit. Therefore, there may be slight variations in appearance from those shown in our publicity material. We reserve the right to replace unavailable components with those of equal or better quality. On collection, you will be asked to check the appearance of the cake. Please take the time to inspect the order, as Heriots cannot take any responsibility for visible errors not identified and shown to staff at this point.
DIETARY REQUIREMENTS AND ALLERGENS
Heriots is not a nut-free bakery. However, we offer nut-free alternatives, but there could be a possibility of trace. Customers are responsible for notifying us of any other dietary requirements prior to placing an order. Please find the allergens of each cake on our website. However, please note that all our cakes are produced in an environment where nuts, gluten, soya, and dairy products are present. Every effort will be made to eliminate the risk of cross-contamination. However, this cannot be guaranteed. Should you be aware of any guests with a food allergy, it is your responsibility to inform the guests of this risk and Heriots cannot be held liable for any ill-effects.
CONSEQUENTIAL COSTS
Heriots will make every effort to fulfil your order correctly. In the unlikely event that this does not occur, please note Heriots does not accept any responsibility for consequential costs incurred due to errors made with products supplied or delivered. This does not affect your statutory rights.
ORDER CUTOFF TIMES
The cut-off time for online orders is 4 pm on the day before the order is required.
PRICE CHANGES
Heriots reserve the right to make price changes without prior notice but guarantee that no price increase will apply to any confirmed paid orders made by a customer for collection on a date after which a price increase has been made.
CUSTOMER SATISFACTION
We work hard at Heriots to ensure your complete satisfaction with our products. If you are not entirely satisfied with your purchase or the standard of your purchased product you can contact us via email.
Email: cs@heriots.co.uk
COMPLAINTS
Cake flavour and texture are subjective. Customers may qualify for a percentage of a store credit if the product is brought back to any of our branches and the quality of the cake flavour or texture is determined not to meet standards. It is then at our discretion whether you are offered a percentage of a refund or a store credit. Cakes must be brought back within a 24–48 hour time frame. Please understand we cannot issue a full refund for a cake that has already been eaten.
Complaints regarding cake damage, decoration, missing features, and/or texture. Photographic evidence must be provided within 24 hours and images should clearly display the issue with the cake.
REFUNDS AND CANCELLATIONS – CAKE ORDERS
In the very unlikely event that we have to cancel your order for any reason, then we will give you as much notice as possible and discuss the matter with you and try to agree to a suitable alternative. If you do not wish to accept our suggested alternative, then we will refund the full price to you.