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Terms & Conditions

Last Updated: July 1, 2026

These Terms and Conditions govern the purchase of all custom goods from our website for in-store collection. By placing an order with us, you agree to be legally bound by these terms. Please read them carefully before finalizing your payment.

1. Information About Us and Our Custom Products

  • Our Specialization: We specialize exclusively in the creation of custom-made, personalized ice cream products, including bespoke ice cream cakes and customizable ice cream tubs (where flavours, mixes, or options are selected by the customer).
  • Bespoke Nature: Every item sold on this website is made-to-order based on your specific selections.
  • Allergen Information: Full allergen information is available on our product pages. It is your sole responsibility to check for allergens before placing a custom order.

2. Notice Periods and Store Selection

  • Custom Ice Cream Cakes: The required notice period (lead time) for cakes varies depending on the specific store location you choose and the day of the week the order is placed. The available pickup dates will be dynamically shown at checkout. You must select a specific date and time slot for your pickup.
  • Custom Ice Cream Tubs: Ice cream tubs require a minimum of 4 hours notice from the time the order confirmation is issued.
  • Store Selection: You must collect your order from the specific store location selected during the checkout process. Orders cannot be transferred to a different store once payment is processed.

3. Payment Method

  • Stripe Payments: All orders must be paid for in full at the time of online checkout. We accept payments exclusively through Stripe, our secure third-party payment processor. We accept major credit/debit cards as permitted by Stripe. Production of your custom order will not begin until Stripe successfully processes your payment.

4. Collection (Pickup) and the Cold Chain

  • Collection Responsibility: You are solely responsible for arriving at your chosen store during the selected pickup window.
  • Transport and Melting: Because our products are frozen ice cream items, the risk of melting or deterioration passes entirely to you the moment the product is handed over to you at the counter. We are not responsible for the condition of the product once it leaves our premises. We highly recommend bringing a thermal cooler bag for transit.

5. Legal Exclusion of the 14-Day Right of Withdrawal (No Returns / No Cancellations)

  • UK Consumer Regulations: In accordance with Regulation 28 of the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day statutory “cooling-off” or cancellation period does not apply to our online store.
  • Why Cancellations Are Not Accepted: Every single item sold on our website is legally exempt from the right of cancellation because our products are:
    1. Perishable Goods: Food items that are likely to deteriorate or spoil rapidly if not stored at the required temperature.
    2. Bespoke/Custom-Made Goods: Products made entirely to your unique specifications.
  • Final Sales: All sales are final. Once your payment is processed via Stripe and entered into production, you cannot cancel, modify, or get a refund for the item because of a change of mind or a cancellation of your private event.

6. Uncollected Orders

  • Perishable Nature: Because our products are frozen food items made specifically for you, we cannot hold orders indefinitely.
  • Failure to Collect: If you fail to collect your order on the scheduled pickup date, we reserve the right to dispose of the product at the end of that business day.
  • No Refunds for Non-Collection: No refunds, credits, or replacements will be issued if you fail to collect your order or if you arrive after the store has closed for the day.

7. Product Defects or Non-Compliance at Pickup

  • Inspection at Counter: You are strongly encouraged to inspect your custom cake or tub at the counter at the time of collection.
  • Statutory Rights: If the product does not match your customization specifications (e.g., incorrect spelling or wrong flavours), or is defective, you must notify our store staff immediately before leaving the premises to qualify for a real-time remedy, a remake, or a refund.

8. Governing Law

  • These Terms and Conditions are governed by the laws of England and Wales, and any legal disputes shall be subject to the exclusive jurisdiction of the courts of the United Kingdom.