Terms and Conditions - Coeurs Chéris

By ordering from Coeurs Cheris Ltd you agreed to the following terms and conditions.

In order to support our customers during the ongoing covid-19 situation we have modified our terms to offer reassurance to anyone booking a cake in advance. In the event of a government or local council mandated shutdown we guarantee to refund your order in full, or hold it for a date in the future of your choosing. If a customer needs to cancel an order due to any other circumstances it will be subject to our standard terms and conditions.

Payment is needed in order to confirm online and telephone orders and until payment is received your order will not be guaranteed.

All cake and dessert deliveries are made by hand on the date confirmed in your order. All deliveries are undertaken by Coeurs Cheris. Please ensure there is someone available to receive your delivery at the specified address on the day of delivery. If there is no-one on hand to receive the cakes/desserts we will do our best to leave them in a safe place (with a neighbour, receptionist etc.) but we will not keep hold of your items for re-delivery and they will be left at the address you have provided us with. If you have elected to have your cake/desserts delivered to your place of work or somewhere with a mailroom/courier point we are happy to oblige to this but please note that Coeurs Cheris cannot accept any liability for the treatment of your order or mishandling once a delivery has been made and the package leaves our couriers hands. All drivers are instructed in the correct handling of the cakes/desserts and will pass this information on to any recipients.

All our cakes and desserts are made to order and we do not accept returns/ Refunds, credit notes or replacement order to the same value will only be given in the event that you receive the incorrect product or if the products are shown to be of unsatisfactory quality. Should this be the case, or if you are unhappy with the condition or quality of your cakes/desserts upon arrival you must contact us within 24 hours of receipt. Coeurs Cheris will not accept liability for any complaints made after this time. All refunds will be made to the debit or credit card on which the original purchase was made.

We reserve the right to use photographs of orders we prepare on our website and facebook pages.

If you need to amend any details to orders on any cakes and desserts including the date of delivery or wish to cancel it altogether please contact us as far in advance as possible. Telephone and online orders cancelled 7 days or more before the delivery date will receive a full refund on the order total; those cancelled within 2-6 days of delivery will be entitled to a 50% refund; those cancelled within 48 hours of the delivery date will not be entitled to a refund (although refunds may still be provided at Coeurs Cheris discretion).

Teas and Coeurs Cheris merchandise including tea equipment ships within the UK and internationally using royal mail standard delivery service. You will receive a notification on the day we ship with your tracking number and you should expect to receive your order within 3-5 working days. If you are unhappy with the condition of your order when it arrives please ensure you take a photo showing any damage and contact us within 24 hours of receipt.

Tea Orders- You have the right to cancel or return your order up to 14 working days following receipt of your goods. This includes your right to cancel your order under the Consumer Contracts Regulations. You will receive a full refund including the original postage and packaging. Your right to return does not apply to any products that fall into the following categories unless they are faulty:

Perishable goods unless faulty and damaged
Goods made to your specification cannot be returned for any reason unless faulty.

The cost of returning items is down to you and you are responsible for any returned goods until they reach our premises. We recommend that you obtain a proof of postage certificate which are available free of charge from the post office. We will refund postage for an item which is faulty, damaged or sent to you in error. This does not affect your statutory rights to return faulty or damaged goods. Unfortunately, postage costs for returned items from outside the UK cannot be refunded.

If your chosen courier fails to deliver or loses your return parcel, it is your responsibility to claim compensation from the courier directly. Coeurs Cheris will not be liable for any lost returned parcels. It is your responsibility to choose a suitable method of returns. Coeurs Cheris cannot be held responsible for any unforeseen delays such as astikes, war or acts of God.

All refunds will be made to the debit or credit card on which the original purchase was made within 14 days of the cancellation of the order or return of the goods. In the event that Coeurs Cheris is unable to credit your original method of payment, you will be contacted by a member of our customer service team to arrange an alternative method of refund.