1.1 Shelf Life & Storage

• Cookies: shelf life of 1 month if kept in an airtight container.
• Cakes: must be consumed within 5 days of receipt and kept refrigerated once cut.
• Macarons: must be stored in the fridge upon receipt and consumed within 7 days.

1.2 Allergens

Please discuss any allergies or dietary requirements with us before placing your order.

All Baked by Steph products are made in an environment where gluten and nuts are present. Even where a product does not contain gluten or nuts as listed ingredients, we cannot guarantee against traces of either. We are therefore unable to accommodate coeliacs or those with severe nut allergies.

Full allergen details are listed on each product page and will be included on the back of each product box.

1.3 Product Appearance

Our products are handmade and may vary slightly in appearance from images shown on our website. Minor variations in colour, decoration, or finish are not considered defects and are not grounds for a refund.

2.1 General Orders

By completing checkout, you confirm that all information provided is accurate. Once your order is placed, you will receive a confirmation email summarising your order details. Please check this carefully and contact us immediately if anything is incorrect. We cannot accept liability for failed or delayed delivery resulting from an incorrect address submitted at checkout. If you are unsure of an address or postcode, please verify it using a postcode checker before ordering.

2.2 Personal Messages

Where an order includes a personalised message, we reserve the right not to include any message that contains offensive, inappropriate, or unlawful content.

2.3 Order Cancellations

If you wish to cancel an order, please contact us by email as soon as possible.

• Depending on when your order was placed, we may begin baking or personalising your order immediately. Once either process has commenced, we are unable to offer a cancellation or refund.

This cancellation policy does not affect your statutory legal rights.

2.4 Custom Face Cookies & Likeness

When ordering a custom face cookie, you are acknowledging that the likeness is a handcrafted artistic interpretation. We cannot guarantee an exact likeness and do not offer refunds on this basis.

2.5 Discount Codes & Promotional Offers

The following terms apply to all discount codes and promotional offers issued by Baked by Steph:

• Discount codes and offers are valid on standard website products only unless explicitly stated otherwise.
• Codes and offers do not apply to custom or corporate orders unless explicitly confirmed in writing.
• Offers cannot be used in conjunction with any other offer, promotion, or discount code unless stated otherwise.
• Promotional offers are subject to availability. We reserve the right to amend the terms of any offer, or withdraw it entirely, at any time and without prior notice.
• We reserve the right to issue personalised offers that are only redeemable by the intended recipient.
• Free delivery offers, where applicable, apply to single UK addresses only.

3.1 UK Delivery Only

We currently deliver within the United Kingdom only. We do not offer international delivery.

3.2 Nominated Day Delivery

Our Nominated Day Delivery service is fulfilled by Royal Mail Tracked 24 (Monday to Saturday). Royal Mail aims to deliver within 24 hours from the date of dispatch. This is not a guaranteed service.

• 95% of orders arrive within 24 hours of dispatch.
• We cannot accept responsibility for delays caused by Royal Mail or other circumstances outside our control.

We strongly recommend selecting a delivery date at least one day before your event or occasion. This helps avoid disappointment in the event of an unexpected Royal Mail delay.

3.3 Delayed Orders

If your order is delayed by more than 1 working day beyond the expected delivery date, we will refund your shipping fee and follow up with Royal Mail on your behalf.

If your order has not arrived within 15 working days, Royal Mail will class it as lost. In this event, we will offer you a full refund or a replacement.

Where a perishable item has been delayed in transit beyond its recommended consumption window, our liability is limited to a refund of the delivery fee. We are not liable for product spoilage caused by carrier delays outside our control.

3.4 Failed or Returned Deliveries

If your order is returned to us due to an incorrect address provided at checkout, or because the parcel was not collected from a Royal Mail depot following a failed delivery attempt, you may be required to pay additional postage to have it redelivered.

4. Returns & Refunds

4.1 Damaged or Incorrect Items

We do not offer refunds for a change of mind or personal preference, as our products are perishable goods.

If your item arrives damaged or you have received the wrong product, please contact us immediately by email with photographic evidence within 24 hours of receipt. Depending on the circumstances, we may offer a replacement or a refund.

Any refund or replacement will be issued at our discretion following review of the evidence provided. We may ask you to return the item and provide proof of postage before a resolution is offered.

4.2 What Is Not Covered

The following are not considered defects and are not grounds for a refund:

• Minor variations in colour, size, or decoration from website images.
• Products that have not been stored according to our stated guidelines.
• Damage caused after delivery has been completed.

Steph's Cookie Club is our loyalty rewards programme. The following terms govern how Cookie Coins are earned and redeemed.

5.1 Earning Cookie Coins

• Cookie Coins can only be earned when you are logged into your Baked by Steph account and place an order through your account.
• Guests who check out without logging in will not earn Cookie Coins.
• You earn 5 Cookie Coins for every £1 spent. Delivery charges do not count towards Cookie Coin calculations.
• Cookie Coins will be visible in your account within one hour of a completed purchase.

5.2 Redeeming Cookie Coins

• For every 500 Cookie Coins earned, you will receive a £5 voucher to redeem against a future order.
• Vouchers can only be redeemed on standard website products. They cannot be used on corporate and custom orders unless stated otherwise.
• Cookie Coin vouchers can be used in conjunction with other promotions, offers, and discount codes unless stated otherwise at the time of redemption.
  

5.3 Expiry

• Your Cookie Coins will reset to zero 12 months from the date your account was activated.
• Once you have redeemed a reward voucher in your account, you will have 3 months to spend it.
• We will send you a reminder before your Cookie Coins or reward vouchers are due to expire.
• Expired Cookie Coins and vouchers cannot be reinstated.

5.4 General

• In the event of a refund, any Cookie Coins earned on that order will be voided.
• We reserve the right to remove Cookie Coins from accounts in cases of misuse or fraud.
• We reserve the right to pause, amend, or cancel the Steph's Cookie Club programme at any time.

Baked by Steph offers private icing workshops for corporate and custom clients. These are governed by the terms below and by our separate Corporate & Custom Order Terms & Conditions, a copy of which will be provided with your invoice.

6.1 Cancellations by You

The following tiered cancellation terms apply to all corporate and custom workshop bookings:

• Cancellation 45 or more days before the event: 90% refund.
• Cancellation between 30 and 44 days before the event: 50% refund.
• Cancellation less than 30 days before the event: no refund.

Decisions outside of this policy will be made at our discretion. To request a cancellation, please contact us by email as soon as possible.

6.2 Cancellations by Us

If we need to cancel a workshop due to circumstances beyond our reasonable control, we will notify you as soon as possible and offer either a reschedule or a full refund.

For custom cookie designs, we offer a sampling service so you can review designs before committing to a full order.

7.1 How It Works

• The sampling fee is £50, which covers the creation and delivery of 2 custom cookie designs.
• If you proceed with a full order, £25 of the sampling fee will be redeemable against your order value.
• For orders of £2,000 or more, the full £50 sampling fee is redeemable against your order.

7.2 Sample Lead Times & Booking

Samples require a minimum of 1 week lead time from payment being received.

Please note that your full order cannot be confirmed or booked into our production schedule until payment for that order has been received in full. As our production schedule typically books up 3 to 4 weeks in advance, we strongly advise arranging your sample at least 1 month before your event or required delivery date.

We cannot guarantee production availability if a sample is arranged close to your required date.

7.3 Non-Refundable

The sampling fee is non-refundable if you choose not to proceed with a full order. It covers the design time, materials, and delivery costs incurred in producing your samples.

From time to time, Baked by Steph runs competitions and giveaways via our website and social media channels. The following terms apply to all such promotions.

8.1 Eligibility

• Competitions are open to UK residents aged 18 or over, except employees (and their immediate families) of Baked by Steph and any associated partner brands.
• Proof of identity and age may be required.
• Use of a false name or address will result in disqualification.
• All entries must be made directly by the individual entering. Entries made via scripts, macros, or automated means will be void.

8.2 Prizes

• Prizes are as stated in the relevant promotional material. They are non-transferable and no cash alternative will be offered.
• Prizes are subject to availability. If a prize becomes unavailable, we reserve the right to substitute an alternative prize of equal or greater value.
• The winner is responsible for any costs not specifically included in the prize.

8.3 Winners

• Unless otherwise stated, winners will be selected at random from all valid entries received by the stated closing date.
• We will make reasonable efforts to contact winners. If a winner cannot be contacted or fails to meet eligibility requirements within a reasonable timeframe, we reserve the right to select an alternative winner.
• Where a competition is judged rather than drawn, the judges' decision is final and no correspondence will be entered into.
• Winner confirmation will be provided in writing.

8.4 General

• We reserve the right to amend or withdraw any competition at any time.
• No responsibility is accepted for entries that are lost, delayed, or corrupted.
• Where competition details conflict with these general terms, the specific promotional material will take precedence.

9.1 Limitation of Liability

Our total liability to you in connection with any order shall not exceed the total value of that order. We are not liable for any indirect, consequential, or special losses arising from your use of our products or services.

9.2 Governing Law

These Terms & Conditions are governed by English law. Any disputes arising under or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

9.3 Privacy & Cookies

Our privacy policy and cookie policy explain how we collect, use, and protect your personal data. Both are available on a separate page of our website.

9.4 Changes to These Terms

We reserve the right to update these Terms & Conditions at any time. The version in force at the time of your order will apply.

9.5 Contact

For any queries relating to these terms, please contact us by email before placing your order.