Terms and Conditions

1.1 We operate the website www.cutterandsquidge.com. We are Cutter and Squidge Limited, a company registered in England and Wales under company number 08189676 and with our registered office at Cutter and Squidge Limited of 2 Amalgamated Dr Brentford TW8 9EZ. Our VAT number is 153101560.

1.2 To contact us, please email us at hello@cutterandsquidge.com.
Due to recent events, our customer service team is currently working remotely to minimise all non-essential contact. Please contact us here and we will be happy to help you. Please note we are dealing with a higher volume of emails than normal, but we will endeavour to get back to you within 2-3 working days.

2.1 The following constitutes a legal agreement between you and us with respect to our website service, the terms of which are set out below.

2.2 You must be at least 18 years of age to agree to and enter into this agreement on your own behalf and to register for use of our Site. If you are under 18 but at least 15 years of age, you must present these Terms to your parent or legal guardian. Children under the age of 15 may not register on this Site, and parents or legal guardians may not register on their behalf.

2.3 When registering on our Site or purchasing a Product, by checking the box indicating your acceptance of these Terms, you represent that (i) you have read, understood and agree to be bound by these Terms and (ii) you are at least 18 years old, either entering into this agreement for yourself or entering into it on behalf of your child or a child in your legal care. If you are a parent or guardian entering this agreement for the benefit of your child, please be aware that you are fully responsible for his or her use of this Site, including all legal liability that he or she may incur. Each registration is for a single user only. We do not permit you to share your user name with any other person nor with multiple users on a network. If you do not agree to (or cannot comply with) any of these terms and conditions, do not check the acceptance box when registering on our Site or purchasing a Product and do not attempt to access the Site.

3.1 Access to our Site is permitted on a temporary basis, and we reserve the right to withdraw or amend the service we provide on our Site without notice (see below).

3.2 We will not be liable if for any reason our Site is unavailable at any time or for any period.

3.3 From time to time, we may restrict access to some parts of our Site, or to our entire Site, to users who have registered with us.

4.1 The images of the Products on our Site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the Products. Your Products will vary slightly from those images for the following reasons: 

4.1.1 All baked goods are handmade and decorated and we may change the manner in which the Product is decorated or

4.1.2 As our flowers are seasonal availability can on occasions vary. This could be due to factors beyond our control including weather or supply issues. If we ever need to make a swap, we’ll always keep the overall look and feel of your flower bouquet similar.

5.1 Our website service permits you to purchase our Products from our Site. These purchases can be made and are permitted strictly pursuant to the terms and conditions set out below.

5.1.2 By placing an order for any product containing alcohol, you confirm that you are at least 18 years of age. It is an offence under the Licensing Act 2003 to sell or supply alcohol to anyone under the age of 18 in the UK.
If you are purchasing alcohol as a gift, you must ensure that the recipient is also aged 18 or over. By completing the order, you confirm that the recipient meets this legal requirement.

We and our delivery partners reserve the right to request valid photo identification (such as a passport or driving licence) from the person accepting delivery of any alcoholic products. If suitable ID cannot be provided, or if the person receiving the order is under 18, the delivery will be refused, and no refund will be issued.

5.2 Your order constitutes an offer to us to buy a Product. After placing an order, you will receive an email from us. This email is an Order Confirmation and Invoice to notify you of the fact we have received and accepted your order and it will be fulfilled subject to stock availability.

5.3 Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

5.4 If you notice an error in the Order Confirmation you can edit your order by clicking edit order on your confirmation email. This will take you to your order status page where you'll be able to edit your order. Alternatively, you can access your order via your online account and edit your order. 
For orders that are placed for next day delivery, you have 30 minutes to edit your order using the self serve order amendment link or via your online account, after this time you CANNOT EDIT your order as it will have been processed ready for despatch. 

For all other orders you have up to midnight 2 days before delivery (4 days for 2 day postcodes) to edit your order via the same self serve order amendment link or via your online account. 
If you need to change your delivery timeslot or delivery date, please email us at hello@cutterandsquidge.com and we do our best to help you. Please note that amendment requests are only actioned between 9am-4pm and we cannot make any amendments to your order the day before the chosen delivery date or to orders that have been processed. We will do our best to action your request but our response/action time will depend on how busy we are and we cannot guarantee amendment will be actioned within your permitted amendment window, we therefore recommend contacting us as early as possible to avoid disappointment.  
This does not apply to wedding cake products, please see clause 5.10 for wedding cake purchase and cancellation terms.

If an order cannot be amended or cancelled we will not be able to provide a refund.

5.5 If you wish to cancel your order for any reason, you can cancel your order by clicking edit order on your confirmation email. This will take you to your order status page where you'll be able to cancel your order. Alternatively you can access your order via your online account and cancel your order.

For orders that are placed for next day delivery, you have 30 minutes to cancel your order using the self serve order amendment link or via your online account, after this time you CANNOT CANCEL your order  as it will have been processed ready for despatch.

For all other orders you have up to midnight 2 days before delivery (4 days for 2 day postcodes) to cancel your order via the same self serve order amendment link or via your online account.

If you wish, you can email us within your permitted cancellation period at hello@cutterandsquidge.com requesting a cancellation and we will do our best to help you. Please note that cancellation requests are only actioned between 9am-4pm and we cannot cancel your order if it has been processed. We will do our best to action your request but our response/action time will depend on how busy we are and there is no guarantee that our request will be actioned within your permitted cancellation period and we recommend you cancel your order yourself using the self serve order amendment link or via your online account.

This does not apply to wedding cake products, please see clause 5.10 for wedding cake purchase and cancellation terms.

If an order cannot be amended or cancelled we will not be able to provide a refund.

5.6 As our products are made fresh to order and are perishable, they are exempt from the statutory 14-day cancellation period under Regulation 28(1)(c) of the Consumer Contracts Regulations 2013.

5.7 Your purchase order cannot be accepted until payment in full for the Products ordered has been received by us at which time a legally binding agreement on the terms set out here will become effective.

5.8 All Products shown on our Site are subject to availability. We reserve the right to substitute suitable alternative Products. This will ensure we are able to deliver Products to you on the date you were expecting.

5.9 Please note we cannot place perceived profanity on the personalisation disc. If we believe your message has the potential to offend, we will amend it if possible or we will refund you the sum paid. We reserve the right to amend any personalisation disc containing profanity without notifying you in advance, but we will always try to make contact with you before doing so either via phone or email.

5.10 Terms & Conditions for Purchase of Wedding Cakes

5.10.1 All wedding cake orders are non refundable unless permitted in clause 5.10.4.

5.10.2 If you need to amend an order, i.e. make the cake bigger or smaller, change the design choice for another one on the website, or flavours, if the cost of the cake is less once the amendments are made, a gift card will be given for the difference in value. A cash refund will not be given.

5.10.3 If you wish to delay delivery, we need to be given no less than 3 full days' notice. If you do not have a new delivery date at the time of requesting to delay we can put delivery on hold indefinitely until you get in touch again. We will need 5 days notice to reinstate an order.

5.10.4 If you wish to cancel an order we need to be given no less than 3 full days' notice, however a refund will not be given unless 1 month's notice has been given.

6.1 The price to be paid by you for any Products will be as quoted on our Site except in cases of obvious error. We are under no obligation to provide the Product to you at the incorrect (lower) price, even after we have sent you an invoice, if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as an incorrect price.

6.2 Our prices include VAT (if VAT is payable) but exclude delivery costs, which will be added to the total amount due before completion of your order and can be checked on our FAQ’s page.

6.3 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an invoice.

6.4 As our Site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on our Site may be incorrectly priced. We will normally verify prices as part of our order confirmation procedures and where a Product's correct price is less than our stated price, we will charge the lower amount when invoicing you. If a Product's correct price is higher than the price stated on our Site we will contact you by email to advise you and/or to obtain your confirmation that the amended price is acceptable.

6.5 Payment for all Products must be by credit or debit card and those accepted by us are those listed on our website, or via PayPal on the date when your order is placed. We do not accept payment via PayPal echecks, any orders placed using this payment method will be cancelled by us and you will need to reorder using a different payment method. We will send you an invoice upon receipt of payment. A VAT invoice is available on request.

6.6 All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses or for any reason does not authorize payment to us, whether in advance of or subsequent to a payment, we will not be liable for any delay or non-delivery of the Products ordered.

6.7 Prices may differ according to sales channel. This means prices on our website can be different from prices on our shop and other outlets at any given time, and we are not obligated to match the prices.

7.1 The Products ordered by you will be delivered to the delivery address provided by you to us at the time of placing your order, or subsequently provided and we confirm to you the address can be amended. We do not check addresses you provide us with on your order. If your order is for collection this will be from one of our locations as designated by you in the timescale set out in our FAQ’s or as otherwise agreed in writing between us.

7.2 As our business is regional we are only able to deliver to the areas detailed in our FAQ’s and shown on each individual product page under the delivery section.

7.3 If for any reason you find yourself unable to collect your order from the designated location within the given time slot, we will retain your ordered Products for collection by you for 24 hours, or upon payment of the delivery charge by credit card we may be able to arrange to deliver to you within our delivery time slot and delivery zone during the next 24-48 hours (subject to delivery availability).

7.4 In the case of deliveries inside the M25 made by our Premium Delivery Partner (not DPD or Royal Mail), if for any reason no one is present to receive delivery of the Products at the delivery address you have provided to us, we may attempt to deliver to one of your neighbours, or we may leave the parcel at your doorstep or location considered safe by the courier. If your delivery fails because no one is at home to receive the item and the phone call from the driver is not answered, kindly note that a re-delivery charge will apply and subject to the availability of the courier on the day. If same day re-delivery cannot take place then next day re-delivery may be arranged subject to the payment of the re-delivery charge. 

Deliveries made via DPD or Royal Mail are subject to the T&Cs of the courier we use. If delivery of the Products is unsuccessful, the Products will be retained at the depot of the courier used and redelivery will be attempted.  If the Products are being delivered by DPD, as they are tagged as food and perishable, they will be destroyed by DPD if re-delivery is not possible within 48 hours of the original delivery date.  

Please note deliveries which fall a day immediately prior to a Bank Holiday will be delivered on the next working day, i.e. not on a Bank Holiday. 

DPD is not a guaranteed delivery time or nominated day service but is around 95% successful in delivering on the nominated day and around 90% successful in delivering within 8-12am. 

Royal Mail delivery is not a nominated day delivery service (despite your having to pick a delivery day at checkout), delivery will be made within 1-3 days of the delivery day picked at checkout. 

7.5 Products which were due to be collected by you from the designated location and which you failed to collect on the appointed day or Products which we have taken back to our kitchen because you were not available to receive the delivery, will be kept refrigerated but we cannot accept any responsibility for deterioration of the Products.

8.1 The Products will be at your risk from the time you collect the Products from a designated location or we deliver them to the address specified by you at checkout (or as subsequently updated).

8.2 Ownership of the Products will only pass to you when we receive full payment of all sums due for them, including delivery charges.

9.1 We hope you’re delighted with your Products, but if you receive a Product that is not as specified on your Order Confirmation (for example, an  Product is missing or the flavour is incorrect), please contact us by email at hello@cutterandsquidge.com within 2 working days of receiving your delivery. Be sure to include your Order Number, order date, name, and delivery address, along with clear photos of the incorrect product(s), the full delivery slip, and any relevant packaging labels (including those on the back, side, or underneath). Please retain the item(s) and all packaging for inspection. Where a genuine error has occurred, we will offer either a replacement or a refund for the affected product(s)

9.2 We will only make a refund to the original payment method used by you to make the online purchase. Once we have issued a refund of any such payment to you, the ownership of the Products will pass back to us. We may at our discretion allow you to keep the Products.

9.3 If you have purchased your Products from one of our stores you must produce your original receipt, credit or debit card receipt and card used at the time of purchase, refunds will not be made without this proof or purchase and payment. We will only make a refund to the original payment method used by you.

9.4 Taste is a personal and subjective matter, and we are unable to offer refunds simply because a Product does not meet your personal preference. However, if you contact us within 2 working days of receiving your order, we may, at our discretion, offer a replacement Product as a gesture of goodwill.

9.5 We will not accept a claim for Products which have been purchased from any outlet other than this online Site or our own store(s) and you must contact the outlet you purchased them from.

9.6 Gift vouchers are strictly non refundable. Afternoon Tea or Common Room vouchers can be exchanged for our general online gift vouchers of equivalent value upon request provided they have not passed their expiry date. Vouchers are cash redeemable and every voucher is £0.01 cashable value.

9.7 If the recipient of the Product as named on the order contacts us regarding a damaged or incorrect item, and the recipient differs from the person who ordered and paid for the Products, where we reach an agreement with the named recipient regarding a credit for the Products, no further remedy will be available for the person who ordered and paid for the Products.

9.8 Our Happiness Guarantee: We want you to be completely happy with your order — it’s part of our Happiness Guarantee. If something isn’t quite right, please get in touch within 2 working days of receiving your delivery. Where appropriate, and at our discretion, we’ll offer a replacement of the same or product to the same value put things right. Please note, the Happiness Guarantee does not include refunds or store credit and applies to replacements only.

9.9  We work with trusted delivery partners, including DPD and Royal Mail, to ensure your order reaches you fresh and on time. However, we understand that occasionally things may go wrong.
Failed Delivery: If your order is not delivered due to a failure by DPD or Royal Mail, we will offer you a replacement or a full refund of your order, including any delivery charges.
Late Delivery by DPD or Royal Mail: If your order arrives later than the confirmed delivery date, you may be eligible for a refund of the delivery charge.
DPD Missed Time Slot (8am–12pm): If you selected a morning time slot and your order is delivered outside the 8am–12pm window, we will refund the difference between the timed delivery surcharge and the standard all-day rate.
Premium Delivery Partners: If you selected a premium delivery option (e.g. morning or afternoon delivery via our premium delivery courier partner available within the M25) and the order arrives either early or late we will offer the difference between the premium time slot and a standard all-day delivery. If you selected the all-day delivery slot  and the order arrives either early or late, we will offer a refund of the delivery charge. 
All delivery-related claims must be submitted within 2 working days of the scheduled delivery date by contacting us at hello@cutterandsquidge.com. Please include your Order Number, delivery details, and any supporting information to help us investigate promptly.

We only use your personal information in accordance with our Privacy and Cookies (not Biskies!) Policy. Please take the time to read these, as they include important terms which apply to you.

You have legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.

12.1 We may revise these Terms from time to time in the following circumstances:
(a) changes in how we accept payment from you;
(b) changes in relevant laws and regulatory requirements
(c) to reflect changes in market conditions affecting our business
(d) changes in technology
(e) changes in our system's capabilities.

12.2 Every time you order Products from us, the Terms in force at that time will apply to the Contract between you and us.12.3 Whenever we revise these Terms in accordance with this clause 12, we will keep you informed and give you notice of this by stating that these Terms have been amended and the relevant date at the top of this page.

13.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Force Majeure Event”).
13.2 A Force Majeure Event includes any act, event, non-happening, omission, or accident beyond our reasonable control and includes in particular (without limitation) the following:
(a) Strikes, lock-outs, or other industrial action;
(b) Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not), or threat or preparation for war;
(c) Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic, or other natural disaster or public health emergency;
(d) Impossibility of the use of railways, shipping, aircraft, motor transport, or other means of public or private transport;
(e) Impossibility of the use of public or private telecommunications networks;
(f) The acts, decrees, legislation, regulations, or restrictions of any government or public authority;
(g) Food safety incidents, contamination events, or product recalls (whether mandated by us, our suppliers, or a regulatory authority);
(h) Disruption to the food supply chain, including shortages of ingredients or failure of suppliers to deliver goods required for order fulfilment.
13.3 Our performance under any Contract shall be suspended for the duration of the Force Majeure Event, and we shall be entitled to an extension of time to perform our obligations for the length of that period. We will use reasonable endeavours to bring the Force Majeure Event to an end or to find a practical solution by which our obligations may still be fulfilled.
13.4 If the Force Majeure Event continues for more than 8 weeks, either party may cancel the Contract in respect of the Products affected by giving written notice. To cancel, please contact us at hello@cutterandsquidge.com.

If we fail, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under the Contract or any of these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations. A waiver by us of any default shall not constitute a waiver of any subsequent default. No waiver by us of any of these terms and conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with clause 17.

If any of these Terms or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

These Terms and any document expressly referred to in them represent the entire agreement between us in relation to the subject matter of any Contract and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing.
We each acknowledge that, in entering into a Contract, neither of us has relied on any representation, undertaking or promise given by the other or be implied from anything said or written in negotiations between us prior to such Contract except as expressly stated in these terms and conditions.

17.1 We may cancel a Contract if the Product is not available for any reason. We will notify you if this is the case and return any payment that you have made.

17.2 We will refund any money received from you using the same method originally used by you to pay for your purchase (unless for some reason this is not possible).

17.3 We will process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the unavailable Product.

17.4 If a Product which is due to be collected by you is not collected or required re-delivery but you have not paid for a re-delivery charge and we hold it in storage for more than 1 month from the date of collection or until the product has passed its best before or expiry date (whichever is earlier), we will consider that you have cancelled the order and will give you notice in writing that the Product will be disposed of. We will give you 7 days to arrange collection and if you fail to do so we will dispose of the Product.

18.1 Contracts for the purchase of Products through our Site and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) will be governed by English law. Any dispute or claim arising out of or in connection with such Contracts or their formation (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

18.2 To the fullest extent permitted by law we do not exclude or limit our liability for death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; any other liability which cannot be excluded or limited under applicable law. 
Subject to the above, we shall not be liable to you for any loss of profit, business, revenue, or goodwill; any indirect or consequential loss or damage; any failure or delay in delivering products due to events beyond our reasonable control including failure by our delivery couriers. 

In all other cases, our total liability to you for any loss or damage arising from your order, whether in contract, tort (including negligence), or otherwise, shall be limited to the total price paid for the products in your order.
You acknowledge that some of our products are perishable and must be stored and consumed as instructed. We shall not be liable for damage or deterioration due to improper handling or storage after delivery.

19.1 We may transfer our rights and obligations under a Contract to another organisation but this will not affect your rights or our obligations under these Terms.

19.2 You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.

19.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms. In accordance with clause 9.8 if at our discretion we reach an agreement with any recipient in respect of an incorrect or damaged order no further remedy will be available for the person who placed and paid for the Products.

These Terms are governed by English law. This means a Contract for the purchase of Products through our Site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction.

21.1 When we refer in these Terms to "in writing" this will include email.

21.2 If you wish to contact us in writing or if any clause in these Terms requires you to give us notice in writing you can send this to us by e-mail to hello@cutterandsquidge.com or by pre-paid post to Cutter and Squidge Limited at 2 Amalgamated Drive, Brentford, TW8 9EZ . We will confirm receipt of this by contacting you in writing normally by email. You must provide us with your contact address e-mail and telephone number.

21.3 If we have to contact you or give you notice in writing we will do so by e-mail or by pre-paid post to the address you provide to us in your order.

22.1 These terms and conditions apply if you consent to receive repeat automated promotional and personalised marketing text (e.g. SMS and MMS) messages (e.g. shopping basket reminders) from Cutter & Squidge Limited (“we”, “us” or “our”). Please read these terms carefully before you consent to receiving these text messages from us. By using the messaging service, you affirm that you are at least 16 years of age.
We may send you text messages using an automatic telephone dialling system, to the mobile telephone number you provided when signing up or any other number that you submit to us.
Consent to receive automated marketing text messages is not a condition of any purchase and you may opt out of receiving these at any time.
Message & data rates may apply.
Message frequency will vary. We reserve the right to alter the frequency of messages sent at any time, so as to increase or decrease the total number of sent messages. We also reserve the right to change the short code or phone number from which messages are sent and we will notify you when we do so.
Not all mobile devices or handsets may be supported and our messages may not be deliverable in all areas or to all mobile network operators or mobile virtual network operators.
In order to provide promotional and personalised marketing texts, we will process personal data about you. Please read our privacy policy as it explains how we use and protect your personal data.
You also agree to our terms and conditions as part of agreeing to receive messaging from us.

22.2 Cancellation
Text the keyword STOP to our shortcode to opt out of receiving our text messages. After texting STOP to our shortcode you will receive one additional message confirming that your request has been processed. You acknowledge that our text message platform may not recognise and respond to unsubscribe requests that do not include the STOP keyword command. If you cannot unsubscribe by using the STOP keyword command, you may contact us by email at hello@cutterandsquidge.com and request to be unsubscribed. If you unsubscribe from one of our text message programs, you may continue to receive text messages from us through any other programs you have joined until you separately unsubscribe from those programs.

22.3 Customer Care
You will be unable to send messages to our SMS line. If you are experiencing any problems, please visit our contact page and submit the form with details about your problem or your request for support, or email [hello@cutterandsquidge.com]

23.1 You acknowledge that we may change these Terms by posting new or updated Terms on our Site.

23.2 You acknowledge that it is your responsibility to check our Site regularly to ascertain if changes have been made and your continued use of our Site after such a change will constitute your acceptance of the changes.

23.3 By reading these terms together with our Privacy and Cookies (not Biskies) Policy and continuing to use our Site you acknowledge that you have read understood and agree to be bound by these Terms and by our Privacy and Cookies (not Biskies) Policy both of which are available on our Site.

These Terms & Conditions apply specifically to all non-food products sold by Cutter & Squidge, including (but not limited to) candles, tote bags, homeware, jewellery, and other gift items. By purchasing non-food products from us, you agree to these terms in addition to our general Terms & Conditions (above).

24.1 Product Descriptions

We make every effort to ensure that non-food products are accurately described and depicted. Please note that slight variations in colour, finish, size, or packaging may occur.

All non-food products are supplied in accordance with the Consumer Rights Act 2015 and will be of satisfactory quality, fit for their intended purpose, and as described.

24.2 Right to Cancel (Cooling-Off Period)

If you purchase a non-food product, you have the legal right to cancel your order within 14 days of receiving the goods without giving a reason.

To exercise this right, you must notify us by email at hello@cutterandsquidge.com within 14 days of delivery. You then have a further 14 days to return the goods to us.

We will refund the purchase price and the standard delivery cost within 14 days of receiving the returned goods. You are responsible for return postage costs unless the goods are faulty or misdescribed.

24.3. Returns Policy

To qualify for a refund under the cancellation right, all non-food products must be returned in:

• their original packaging (including gift boxes, pouches, care cards, and safety packaging where applicable);

• unused, unopened, and in resaleable condition;

• with all tags, labels, and seals intact.

We cannot accept returns or issue refunds for:

• goods that have been used, worn, damaged, or altered by the customer;

• goods returned without original packaging, tags, or safety seals;

• goods which have been unsealed and are not suitable for return for health or hygiene reasons (e.g. earrings, skincare, or candles once lit/unsealed);

• personalised, bespoke, or custom-made items.

24.4. Faulty or Damaged Goods

If your non-food product arrives faulty or damaged, please notify us at [insert email] within 30 days of delivery. You are entitled to a repair, replacement, or refund in accordance with the Consumer Rights Act 2015.

If a fault develops after 30 days but within 6 months, we will provide a repair or replacement in the first instance. If this is not possible, you may be entitled to a partial refund.

24.5. Third-Party Fulfilment

Some non-food items may be dispatched directly from our fulfilment partners or third-party suppliers. Your contract for sale remains with Cutter & Squidge, and we are responsible for ensuring your consumer rights are met.

24.6. Safety & Use (Candles and Homeware)

Candles and other home fragrance products must be used strictly in accordance with the safety instructions provided on the packaging.

• Never leave burning candles unattended.

• Keep away from children, pets, and flammable materials.

• Cutter & Squidge will not be liable for injury or damage resulting from misuse or failure to follow safety guidance.

25.1. We may offer payment options at checkout through independent third-party finance providers, such as Clearpay, FAM, or other “Buy Now, Pay Later” (BNPL) services.

25.2. If you select one of these payment methods, you will enter into a separate agreement with the relevant finance provider. Cutter & Squidge Ltd is not a party to that agreement and is not responsible for the approval, terms, or management of your payment plan.

25.3. Your order will only be fulfilled once the chosen finance provider has authorised your transaction. If authorisation is declined, we are under no obligation to dispatch the goods.

25.4. Returns and refunds for products purchased using a finance provider must be made in accordance with our Returns Policy. Where a refund is due, it will be processed via the original payment method, and any adjustments to your instalment plan will be managed directly by the finance provider.

25.5. Cutter & Squidge Ltd accepts no responsibility for:

o the operation of third-party finance providers,

o any charges or penalties applied under your separate agreement with them, or

o the impact of your use of such services on your credit rating.

1. The promoter of the prize draw is Cutter & Squidge.
2. This sweepstake is in no way sponsored, endorsed or administered by, or associated with, Facebook, Instagram or any other Social Network. The information provided will be used in conjunction with the following Privacy Policy found at https://cutterandsquidge.com/pages/privacy-policy.
3. The prize draw is open to UK residents only, excluding Cutter & Squidge employees, their immediate family, or any person or company associated with any sweepstakes or prize draws.
4. Entry for this prize draw is as per the instructions on the Instagram post relating to the giveaway.
5. Late, invalid or incomplete entries will not be considered, and we accept no responsibility for lost entries.
6. The prize is non-transferable and there are no cash alternatives. Cutter & Squidge reserves the right to substitute a prize of equal or greater value at any time.
7. The winner/s will be chosen at random (unless stated otherwise in the giveaway post) by software and will be notified either through Facebook or Instagram’s direct messaging system or via comment within 7 days after the closing date and will be asked to reply within 7 days of being notified to claim their prize.
8. The prize draw closes on the date specified. Entries received after this date will not be considered.
9. The winner/s will be chosen at random by software and will be notified either through Instagram’s direct messaging system or via comment within 7 days after the closing date and will be asked to reply within 7 days of being notified to claim their prize.
10. Please ensure your privacy settings on Facebook or Instagram allow us to message you. If the winners’ privacy settings mean we are unable to inform them of their prize through Facebook’s messaging system and they do not respond to comments informing them of the prize on the post itself, we reserve the right to offer the prize to another randomly selected entrant. If the winners do not respond within 7 days of our Facebook or Instagram notification, we reserve the right to offer the prize to a runner-up or to re-offer the prize in a future competition or draw.
11. Any personal contact information you supply will be used only for the purposes of administering the sweepstake.
12. We reserve the right to amend these terms and conditions or to cancel, alter or amend the sweepstake and the prize due to any circumstances that arise beyond our control.

1. Unless specified vouchers and codes are not valid on special event tickets.
2. Gift Vouchers cannot be applied retrospectively and must be entered at the time of your purchase to be redeemed. Codes can be applied retrospectively to your order using the self service editing function accessible via your order confirmation or online account within your permitted order editing period. Once the order editing period has expired codes cannot be applied to your order. 
3. Vouchers and codes cannot be used in conjunction with any other offers or discounts.
4. Vouchers and codes cannot be used to buy gift vouchers.
5. Corporate client or bulk discounts cannot be used in conjunction with any other vouchers or codes.
6. Gift vouchers or codes cannot be used to cover shipping costs unless specified.
7. Gift vouchers are strictly non-refundable (unless required by law). Afternoon tea vouchers can be exchanged for our general gift vouchers of equivalent value. Vouchers are cash redeemable and every voucher is £0.01 cashable value.
8. Discount codes and gift vouchers cannot be used on wedding cakes.
9. Once expired Gift Vouchers cannot be extended  or re-issued under any circumstances. Once expired the details of Gift Vouchers is automatically deleted from our systems.

• Survey Submission and Newsletter Sign-ups
  • Save 15% on selected Cutter & Squidge products online when completing a survey or signing up for the newsletter.
  • Code must be entered at checkout, Codes can be applied retrospectively  to your order using the self service editing function accessible via your order confirmation or online account within your permitted order editing period. Once the order editing period has expired codes cannot be applied to your order.
  • Cannot be used on wedding cakes, shipping, gift vouchers, multiple address orders, and events.

Squidge Friday up to 30% off sale

• Enjoy up to 30% off selected products this 2025 Black Friday
• All products included can be found here: https://cutterandsquidge.com/collections/sale
• Customers must have a Cutter & Squidge account and be logged in to access this offer.
• Offer cannot be used in conjunction with any other offer, discount code or promotion.
• Offer cannot be applied retrospectively to any orders.
• Valid only until stocks last.
• Offer valid for all sales from Monday 24th until midnight of Thursday 27th Nov 2025 , and Saturday 29th Nov 2025  until midnight of Monday 1st Dec 2025. Offer does not apply to any orders made on Friday 28th Nov 2025.

Mystery bundle product

• Limited amount available, until stocks last.
• The RRP of each product will amount to the "Worth" amount or more
• The contents may vary per box
• Cannot be bought in conjunction with any other offer, discount code or promotion
  Last delivery date is 14th December 2025

Squidge Friday Gift Cards Offer

• Enjoy discount on the purchase of a Cutter & Squidge gift card this 2025 Black Friday.
• Customers in the Sweet Slice tier get 40% off, and customers in Luxe Layer and Showstopper tiers get 45% off
• Customers must have a Cutter & Squidge account and be logged in to access this offer
• 1 (ONE) gift card can be purchased per order and per person, regardless of whether different email addresses are used. Any purchase of multiple gift cards flagged as being made by the same person will be cancelled as a breach of these terms and conditions and a refund for ALL gift cards purchased will given and the ability of the purchaser to take part in this promotion will be removed
• The discount is applicable to the purchase of a single gift card with a value of up to and including £100 only
• Gift cards purchased during this Black Friday promotion are valid on all products, excluding Wedding cakes
• Offer valid from 28 Nov 2025 00:00am GMT and expires 01 Dec 2025 11:59pm GMT, or until gift cards are sold out
• The gift card can be redeemed immediately, or before the card’s expiry date of 28 Nov 2026
• The gift card expiry date CANNOT be extended for any reason and will automatically expire on 28 Nov 2026
• Offer valid online at cutterandsquidge.com only, not valid in our Soho Store.
  Offer cannot be applied retrospectively to any order under any circumstances
• Offer cannot be used in conjunction with any other offer
• Gift cards cannot be combined
• Gift cards are strictly non-refundable
• Corporate client discounts cannot be used in conjunction

Please note our reservations diary is open 12 months in advance. Our booking line is open from 12pm-7pm Wednesday - Sunday days a week on 02077342540. We take bookings for Afternoon Tea only.

With very limited availability in the All Day cafe & Tea Room, we want to ensure we can accommodate our guests as much as possible and therefore request you make a booking in advance.

Please note that we take a £20 holding fee to secure your booking - you will only be charged this in the event of a no show. Due to capacity we can only hold a table for 15 minutes after your booking time, after which your table will be released for other guests. Please let us know if you will be late but note the time slot on your table will be reduced by the same amount of time.

If you wish to cancel, we require you to do so at least 24 hours before your reservation. You will be refunded any deposit paid if you cancel 24 hours before your booking. If you are cancelling with less than 24hrs, your deposit will not be refunded.

We may contact you about this booking so please ensure your email and phone number are up to date.

We can cater for made with vegetarian, 'Made without nuts*', 'Made without wheat*' and vegan* dietary requirements (*trace being present), however, no other dietary requirements or requests can be catered for and dietary requirements cannot be combined. For example we cannot cater for a combined vegan and made without nuts dietary requirements. 

We will do our best to accommodate all table requests; however, tables are allocated on arrival and cannot be guaranteed.

We welcome children of all ages. However, please do count them (including babies) into your final party size. We have limited highchairs available and so will be subject to availability. If you would require a highchair please request this in advance. Please note that there is very limited space for push chairs. Regrettably we do not have baby changing facilities.

We can cater for made with vegetarian, 'Made without nuts*', 'Made without wheat*' and vegan* dietary requirements (*trace being present), however, no other dietary requirements or requests can be catered for and dietary requirements cannot be combined. For example we cannot cater for a combined vegan and made without nuts dietary requirements. 

We ask all our guests to behave in a manner that they wish to be treated. We do not accept any bullying behavior and reserve the right to refuse to serve or ask guests to depart.

1.1. Tickets may be purchased through the website listed in paragraph 7.1 (via Design My Night) below ("Site") or subject to availability, at the venue for same day attendance (“Same Day Tickets”), using a credit or debit card approved by us.

1.2. By placing an order for tickets through the Site, you are making a request to book tickets for the relevant time and date subject to these Ticket Terms. Please note that this does not mean that your request has been accepted.

1.3. We will only be bound by an online booking through the Site once we have processed your payment and we have sent an email to you confirming your booking.

1.4. In the event of the booking system overbooking your requested time and date, we will contact you to arrange an alternative date or will refund your tickets.

1.5. Same Day Tickets are only sold when there is available space for you, and if applicable your party.

1.6. Same Day Tickets are non transferable and non refundable. They can only be used on the date and time stated on the order confirmation.

1.7. Ticket prices relate to the afternoon tea you wish to attend, not the day or time at which you purchase your ticket. Tickets are sold at the price displayed on the Site. All prices and fees include any applicable value added tax. Please note that ticket prices vary depending on the option chosen.

1.8. It is not possible to use any promotional vouchers or codes or gift cards to book tickets through the Site.

1.9. Tickets are subject to availability and are non-refundable. We are under no obligation to refund you or exchange your ticket(s) in the event that you:

• make any error when purchasing your tickets through the Site (including but not limited to selecting the wrong afternoon tea or the wrong number of tickets)
• are unable to attend through issues with transport
• if you are excluded from the afternoon tea for any breach of these Ticket Terms or the Guest Admission Policy, or
• if your ticket is lost, stolen or damaged.

1.10. Seating is allocated in accordance with the layout of the rooms. Mrs Patmores Afternoon Tea is a single communal style table. The Grantham Afternoon Tea cannot accommodate large table bookings and you may be seated in smaller multiple tables.

1.11. We CANNOT cater for any dietary requirements as the menu is set.

1.12. We will endeavour to serve the afternoon tea food as per the published menu/s but reserve the right at all times to substitute with a suitable alternative any item for any reason, for example supply or product issues. No refund will be given if the food or drink offered is not as per the published menu/s.

2.1. At all times, we will endeavour to ensure that the afternoon tea is held on the time and date booked, however, we reserve the right to cancel or alter the timing of your booking if necessary for any reason.

2.2. If your afternoon tea is cancelled or its timing altered, we will have the discretion to do either of the following:

• refund to you the cost of tickets already purchased; or
• to issue replacement tickets for an afternoon tea at an alternative date and/or time but we shall not be liable to reimburse you for any expenses or any other losses incurred (including but not limited to travelling costs and car parking costs).

3.1. We do not have a children’s option and any children who will require a seat or high chair must have a ticket purchased.

3.2. We do not have space to store buggy’s and we do not have baby changing facilities.

4.1. Once you have booked your tickets online your ticket will be delivered to your mobile phone or computer electronically, please note that the person receiving the PDF file is considered to be the rightful ticket holder and such ticket can only be used once.

5.1. Nothing in these Ticket Terms affects your rights under the law or excludes or limits our liability for fraud or for death or personal injury resulting from our negligence. In all other circumstances, our liability to you shall be limited to the price paid for your ticket.

6.1. Ticket purchases are made via Design My Night you will find their terms and conditions here : https://www.designmynight.com/terms-and-conditions and their Privacy Policy here https://www.designmynight.com/privacy-notice.

6.2. When you purchase your tickets through the Site we shall collect your information from Design My Night in accordance with our Privacy Policy.

7.1. "Site" means any of this website and/or applications which can be used to purchase our tickets, from time to time, including https://www.designmynight.com/london/restaurants/soho/cutter-and-squidge/downton-abbey-the-grand-finale-afternoon-tea-experience?t=tickets and https://cutterandsquidge.com/pages/downton-abbey (and its sub-domains).

7.2. "Cutter & Squidge", "we", "us" and "our" means Cutter & Squidge Limited

7.3. The VAT number for Us is 810 3217 83.

7.4. For the purposes of your contract to purchase any tickets, such contract will be with Us.

7.5. Our address is 2 Amalgamated Dr Brentford TW8 9EZ.

7.6. We reserve the right to change these Ticket Terms at any time without notice. Such changes will be posted on https://www.designmynight.com/london/restaurants/soho/cutter-and-squidge/downton-abbey-the-grand-finale-afternoon-tea-experience?t=tickets and https://cutterandsquidge.com/pages/downton-abbey or you can request a copy of the latest Ticket Terms by emailing hello@cutterandsquidge.com.

7.7. We may assign, transfer or deal in any other way with our rights and obligations under these Ticket Terms to any party at any time without notice to you. You may not assign such rights and obligations.

7.8. If any part of these Ticket Terms is unenforceable, invalid or illegal, the enforceability, validity or legality of any other part of the Terms will not be affected or impaired in any way.

7.9. These Ticket Terms are governed by English law and you agree to submit to the non-exclusive jurisdiction of the courts of England and Wales.