Please pop in the delivery postcode below to see if we deliver this tasty product to your area, and if so on what days! Delivery cost is applied at the checkout.
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.
Please pop in the delivery postcode below to see if we deliver this tasty product to your area, and if so on what days! Delivery cost is applied at the checkout.