Terms and Conditions
TERMS & CONDITIONS
Please ensure that you read our Terms & Conditions before placing an order. Please feel free to contact us on the details below if you have any questions. These Terms & Conditions apply to LissieLou products and are not applicable to The Cake School classes, click here for The Cake School Terms & Conditions.
Making contact with us
Email: info@lissielou.com (we aim to respond to all emails within 1 to 2 working days).
Phone number: 01494 765089
Company No: 10305036 Registered in England and Wales.
Placing an Order
You must be over the age of 18 and the registered card holder to place an order. Once your order has been placed your order will be sent to our production team to begin processing your order. If your order has been started then no changes can be made. Should you wish to make any changes to your order there may be an additional fee to pay. Please contact us asap if you need to your order.
Safety
Important: Our products are NOT toys. If you are purchasing a product for a child's party or cake, we strongly recommend that children are supervised at all times and do not play with the product. If you pass on any of products produce by LissieLou Ltd's to anyone under the age of 16 then you are fully responsible for its use.
The glitter on the glitter card products should not come into direct contact with any food. The wooden cocktail or plastic cocktail sticks used on our cake toppers are food safe. All acrylics used have been tested and are classed as food safe. Some of our products are only suitable for one use only. Please see each listing to find this information and read carefully the cleaning recommendations.
Our Cake Stencils are made from a film which complies with the legal requirements of regulations applicable to food contact materials. It is the responsibility of the user to test the suitability of our products for the intended packaging form and process, together with the intended foods. We recommend a practical test. Consequently we accept no liability for losses arising from the inadequate suitability of our products for its inadequate suitability for a particular food.
Should you require any further information about any of our products, please contact us directly on the details above.
LissieLou Sprinkles and Colour Mill products are sold with a minimum shelf life of 2 weeks unless otherwise stated on the product listing or as a sale item. The dates shown are best before dates and not use by dates. If stored correctly the products should remain suitable for at least 6 months after it's best before date.
Delivery
All of our products are handmade to order - we aim to dispatch within 1-2 working days. You can pick the shipping method that suits you best at the checkout. During our busy periods such as Easter and Christmas, our dispatch and delivery times may take longer (Royal Mail services are often slower at this time of year too, so please do also take this into consideration). Delivery times are not guaranteed even with our next day option so please be aware of this when placing your order as it can get delayed at the post office and once it is with them it is out of our control. Royal Mail notify us when your order has been delivered so please make sure you check with your neighbours if you haven't received it. As we receive this confirmation from them that is has been delivered, unfortunately we are not liable for if it is not received by you or your neighbours. If you need your product quickly or for a specific date please contact us in advance and we will confirm whether we can accommodate your requirement. We appreciate your event is important to you so we will endeavour to help where possible so please do ask :)
Please note that Royal Mail Standard Delivery option is an untracked and none compensated service. If the package goes missing Royal Mail will only compensate for the postage fee and not the missing items. Please be aware of this when choosing your postage option.
Duties and Taxes
LissieLou Ltd is a UK based company. If you are ordering from a different country there maybe duties/ taxes fees charged by the country of shipping. LissieLou cannot be held responsible for any external charges such as duties and taxes that may occur.
Problem with your order
If you have a problem with your order, for example you believe your item is damaged or an incorrect item received you must contact us within 24 hours of receiving your order. You must send us a photo of the packaging and letter/parcel label along with any relevant photos of your order.
Returns and Refunds
You have 30 calendar days to return an item from the date you received it. For Sprinkles you have 14 calendar days to return these from the date received them.
To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If you wish to return a non-personalised product, please contact us first. Personalised/custom orders cannot be cancelled if products have already been produced. These items can also not the returned to us. This is because these products are made specifically for you and we are unable to resell them.
If your item is received faulty please email us on the details above along with a photo of the problem 24 hours of receiving your item. Once we have clarified the issue, we will offer you a return and refund or a replacement product.
Products are at your risk from the time of delivery and you will be responsible for the goods. We use Royal Mail proof of dispatch.
Once we have received your item back, we will inspect it and notify you on the status of your refund. If your return is approved, we will initiate a refund within 14 working days via your original method of payment. You are responsible for all return postage fees. We recommend that you return your item using recorded delivery. If you receive a refund, the cost of return shipping will be deducted from your refund.
Cancellations
Your order can only be cancelled if we have not yet processed your order. Please contact us immediately should you wish to cancel it. Our team have a quick turnaround time so will begin work on your order quickly upon receipt of your order.
Pricing and Payments
All prices on the LissieLou website are quoted in Pounds (£). All retail prices include 20% VAT.
A delivery fee will be added to all orders prior to payment unless the order meets the Free Delivery conditions (see Shipping for details).
LissieLou reserves the right to amend or increase any prices at its own discretion without notice. Prices may change at any time; this will not affect any orders that have already been paid for.
Payment, for all orders must be paid by a Credit Card, Debit Card or PayPal. All products must be paid for in advance and no item will be dispatched until payment has been made.
Discount and Affiliate Codes
We hold the right to end a discount or affiliate code offer at any time. Discount codes and affiliate codes can only be used on items placed directly through our website. Discount codes unless otherwise stated can only be used once per person.
Discount codes are only valid on full price items. Additionally, our cake boards, cake cards, dowels, Colour Mill, homeware and custom items are not included in any discount codes.
Descriptions and Images
Colours on one computer to the next can differ slightly. Although ever care is taken to make the product image look as near to the product as possible there may be a small variance.
Designs and Copyright
All text, images and photographs used on our website and on our social media pages including Instagram, Facebook and Twitter may not be copied or replicated without permission in writing from LissieLou Ltd. Products are for your use only and must not be resold unless you have a wholesale contract with us. If you wish to register for a wholesale contract, please contact us directly on the details above. All designs ordered general or custom are owned by LissieLou and we have the rights to all the files.
We have the right to amend these terms and conditions. You will be subject to the T&C's placed at the time that you order from this site.