TERMS & CONDITIONS

Welcome

Our terms and conditions and our privacy policy govern our relationship with you. By accessing our website, you agree to be bound by our terms and conditions. as well as confirming that the information you give is correct and truthful. We reserve the right at any time to change our Terms and Conditions. Changes will take effect from the moment they are posted on the website. It is your responsibility read the Terms and Conditions on each occasion you use our services. All our contracts are governed by the Laws of the United Kingdom and English is the only language offered for the conclusion of all contracts. All legal disputes fall under the jurisdiction of the English law. The English courts have exclusive jurisdiction to settle disputes which may arise which relates to our terms and conditions and use of our website.

Your statutory rights are not affected by these Terms and Conditions.

ORDER AND ACCEPTANCE

From this site we currently only sell for deliveries to main land U.K. customers and we are in the process of expanding our deliveries to other regions. When you place an order to purchase from us this is an offer by you to us to purchase such products and or services. All your orders are subjected to our Terms and Conditions. Acceptance of your order and completion of contract are made when your order is confirmed by us and payment is being processed. All our contracts use english as the only language for conclusion. By ordering you are providing details which are true, accurate, current and complete and that the details of the credit or debit card are your own or order is placed with the cardholder’s permission. We aim to sell to adults so if you are under eighteen, the involvement of a responsible parent or guardian is mandatory. When you place an order, it is confirmation to us that you are of legal age. Buying restricted products if you are under age or for someone else who is under age is illegal. Some of the items we have available for purchase may contain intoxicating liquor therefore by placing an order for this and (age) restricted products you confirm that you are aged eighteen or over. Based on one the following we reserve the right not to accept any order:

– The product is out of stock.
– Payment has not been authorised.
– An error exist in pricing or product description
– Technical failure of our website.

eBay orders complies with the terms and conditions of eBay which are underpinned by the United Kingdom’s legal regulations.

Dispatch confirmation will be sent via email. Once the order has been dispatched we will send you a dispatch confirmation via email. In the unlikely event that we are unable to supply you with your order, you will be notified as soon as possible.

PRODUCT INFORMATION

We take reasonable steps to ensure that product information is accurate. All products are subject to availability. All images of products might vary from the image provided online or in print. We cannot guarantee that all product images are an identical representation of the products. Product specification may change without prior notice. In the event that any product is unavailable, W Forbes Sweet Delights reserves the right to substitute such product with another of equal or greater value than the original, otherwise a refund will be issued. Some of the items available for purchase contain intoxicating liquor. By placing an order for such product, you confirm that you are aged 18 or over.

ALLERGEN INFORMATION EGGS, GLUTEN, MILK, ALMOND and SOYA.

Most of our baked products contain eggs and gluten. Milk and Almond are used in some baked products. Soya products are not used yet traces of soya may be present in other ingredients.

NUTS

Our products may contain ALMOND. There maybe other nuts or traces of nut based on the presence of nuts in the environment where bi-products are manufactured and or were stored.

Please enquire more about specific allergens when you make your order to be fully informed.

DISPATCH and DELIVERY

Woolery Forbes offers customers delivery for charges will be detailed at point of order. Additional delivery charges will not be refunded if you cancel or return your order unless the product is faulty or does not fit the description given. We do not currently have a delivery option for most bespoke products. Please note that throughout our busy periods standard delivery services may be affected and delivery times maybe longer than expected. Delivery days are calculated as working days as they exclude weekends.

Mainland UK Duration

– Standard 5 working days
– For all standard orders, please allow 3 days before postage as orders are freshly prepared.
– There is a next delivery is available for some products if ordered before 10 a.m.

Please contact us if you have queries about your order or the collection, please call us on +44 (0)7428 894238 or email us assistance@w-forbes.com (for mainland UK customers) and international@w-forbes.com (for international customers).

Arranging Multiple Address Deliveries

We are currently not able to offer multiple deliveries. International Delivery Is currently unavailable and we are however working to have this service available soon in some countries. This is aimed to be achieved within 10-15 working days as delivery times may vary based on the recipient’s destination (country). On arrival at the destination country customs officials may inspect your product/s prior to delivery and this may cause delays in delivery. Ensure that you provide us with a valid recipient’s telephone number for contact as this may assist in preventing further delays. Please note that currently, we only sell products which are in gift boxes to the international market. Products such as bespoke cakes are subjected to the terms of an agreed delivery date, place and time. While the natural elements of weather afford for the relative ease of delivery they sometimes affect delivery. Therefore, you should ensure that your orders are made in advance to reduce the effect of deliveries. Deliveries to the Channel Islands, Isle of Man and areas outside mainland UK may also incur delays due to customs inspections. Whilst we aim to have all orders in one package and delivered on the same day; we may however dispatch items separately and we cannot guarantee delivery of all items on the same day. If the items are not delivered within a reasonable time period, please contact us via our online contact form (for mainland UK customers).

Delivery Risk: We will make all reasonable efforts to supply goods in good condition. Items are packed with care as we aim to that you will receive them in good condition. Orders which are damaged in transit will be replaced or you will be offered a full refund if items are no longer available. Please contact us within 24 hours of delivery if damage occurred and evidence of the damage needs to be provided. The risk of damage or loss to the goods is transferred to you on the attempt of delivery. If you specify that items are to be received by neighbours, you do so at your own risk. Claims for damage and or deterioration of items after delivery is not our responsibility.

Restrictions

Unfortunately, due to overseas customs restrictions some products may be restricted to enter countries outside the UK. It is your responsibility to check that all the products you intend to offer are not restricted. We are not liable for any for goods restricted by customs regulations. We are not responsible for any charges your local Customs wish to apply to orders outside the UK. We strongly recommend that you do the necessary checks with your local customs authorities before placing your order with us.

CANCELLATIONS AND RETURNS

At Woolery Forbes our policy is to ensure that our products and services are of a high quality. Therefore, we aim to supply our customers with excellent quality products in a faultless condition. If you purchase any of our products online or via the telephone you have the Right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. In the unfortunate event of a cancellation please contact us as soon as possible in writing via email using our online contact form(for international customers). Upon the receipt of your order, you have a right to cancel your order within 14 days and receive a full refund of the cost of the gift packages once the item/s are received in the condition at the time of dispatch. We take every possible precaution to protect the integrity of our products so in the case of returns of our gift packages, you are responsible for items being returned to us safely at your expense with your original receipt or a proof of purchase.

International: Currently our food items are unavailable for overseas customers. Consequently, international postal returns are excluded. Alternatively, if there are any problems with your order, email international@wforbes.com as soon as possible.
Products Damaged in Transit: If upon delivery, your package and its contents were damaged while in transit, there will be an exchange of the damaged products without charge. However, such products are to be returned within 30 days of delivery.
Incorrect Product: If we have sent you an incorrect product, please notify us by email; assistance@w-forbes.com (for mainland UK customers) and international@w-forbes.com (for international customers) as soon as possible. A refund or a replacement will be processed once the incorrect product it has been returned.
Exemptions: The Regulations do not apply to any goods made to your specification as well as items which may pose a health and safety risk such as cooked products and cake boxes. In the case of personalised products, you may be charged for any work already done towards the order of your bespoke products upon cancellation of the order. Also, if an order is not collected as scheduled, we reserve the right to retain your payment to cover costs incurred in producing the product. Where there is a complaint, we aim to resolve it within seven days.

PROMOTIONS AND PROMOTIONAL CODES

If you possess a Woolery Forbes promotion code, please note that offers cannot be used in conjunction with other offers.

PRIVACY

At Woolery Forbes, we value your privacy and are committed to protecting your personal information. This policy outlines how we collect, use, and safeguard your data when you engage with us through social media, email, text, letters, and other communication channels.

Our website address is https://w-forbes.com. Woolery Forbes respects your privacy and security when shopping online or using our other mediums. This policy provides a summary of what information we collect and the purposes this information is used for. Our privacy policy may be updated from time to time, so it is recommended that you check our website to keep abreast of changes.

We collect personal information in the course of serving you, which includes your name, company details, address, telephone number, fax numbers, email address, month and date of birth, billing and account information, and other information that specifically relates to you. Your credit card information will not be stored on our website due to security reasons.

Our website uses etracker technology (www.etracker.de) to collect and save anonymous data for marketing and optimisation purposes. Visitor data is saved using an anonymous user ID to create a usage profile. Cookies may be used to collect this data, but it will not be personally identifiable and will not be aggregated with any personal data. Collection and storage of data may be refused at any time.

When visitors leave comments on our site, we collect the data shown in the comments form, along with the visitor’s IP address and browser user agent string to help detect spam. An anonymized string (hash) created from your email address may be sent to the Gravatar service to check if you use it. The Gravatar service privacy policy is available here: https://automattic.com/privacy/. Once your comment is approved, your profile picture is visible to the public in the context of your comment.

If you upload images to our website, avoid including images with embedded location data (EXIF GPS). Visitors to the site can download and extract location data from these images. Information submitted through contact forms is used solely for customer service purposes and not shared with third parties unless required by law.

We use cookies to enhance your experience. If you leave a comment, you may opt-in to save your name, email, and website in cookies for convenience. These cookies last for one year. A temporary cookie is set when you visit our login page to check if your browser accepts cookies. It contains no personal data and is discarded when you close your browser. Login cookies are set for two days, with screen display choices stored for a year. If you select ‘Remember Me’, your login will persist for two weeks. When you edit or publish an article, a cookie storing the post ID is saved and expires after one day.

Articles on our site may include embedded content (e.g., videos, images, articles). Embedded content from other websites behaves in the same way as if you visited the other website directly. These websites may collect data, use cookies, embed third-party tracking, and monitor your interaction, especially if you have an account and are logged into that site.

We use analytics tools to understand how visitors engage with our site, helping us improve our services and offerings.

Personal information collected is used solely for internal purposes and will not be transferred, disclosed, sold, distributed, or leased to third parties except as required by law. We use the information to complete transactions and maintain internal records, understand customer preferences and personalise your experience, respond to customer queries and enhance our services, contact customers when requested, verify the accuracy of contact information, process information for recruitment purposes, and manage and develop the business operations of Woolery Forbes and its affiliates.

With your consent, we may contact you for market research, promotions, and customer-related services. Personal data will be processed in accordance with applicable UK laws and regulations, with data retained only as long as necessary, up to a maximum of six years.

We share personal data only with trusted third-party service providers, such as payment processors and delivery partners for fulfilling orders, marketing platforms like Mailchimp for communication purposes, credit reference agencies for wholesale transactions, and regulatory authorities if required by law. We will never sell your personal information to third parties for marketing purposes.

Occasionally, we may need to share data with partners outside the European Economic Area (EEA) for delivery purposes. In such cases, we ensure compliance with relevant legal frameworks for data protection.

Comments and their metadata are retained indefinitely to automatically recognize and approve follow-up comments. For registered users, personal information is stored in their profile. Users can view, edit, or delete their data anytime, except for their username.

You have the right to access and receive a copy of your personal data, request corrections to inaccurate information, withdraw consent for marketing communications, and request deletion of personal data, except for information required for legal, administrative, or security purposes.

Visitor comments may be checked through an automated spam detection service. We employ technical and organisational measures to secure your information from unauthorised access, alteration, disclosure, or destruction. In the event of a data breach, we follow established protocols, including notification to affected individuals and relevant authorities when legally required.

We may receive information from third parties to enhance our services and provide tailored experiences. Automated tools may be used to personalise content and marketing messages based on your preferences and engagement history. We adhere to applicable data protection regulations, including GDPR for our customers within the UK and EU.

By providing your phone number, you consent to receive SMS messages from Woolery Forbes regarding order updates, promotions, and exclusive offers. Message frequency may vary. Standard messaging rates may apply. We respect your privacy and will never share your phone number with third parties without your consent, except as required to deliver our services or comply with legal obligations. You can opt out of SMS communications at any time by replying STOP.

You may request a copy of your personal data, update your details, or close your account. To do so, please contact us via  the “Contact” section of our website.

If you have any questions about this Privacy Policy or how we handle your data, please contact us:

Woolery Forbes Customer Services via this link

We may update this policy periodically. Please check back for the latest version.

Thank you for trusting Woolery Forbes with your information.

ADDITIONAL TERMS AND CONDITIONS RELATING TO BESPOKE B2B ORDERS

All products are the responsibility of the customer once it leaves us. Once you or a designated party has collected an order or signed for it, it is considered “accepted”. In some instances, you may bring the cake back in for design adjustments or someone will be sent to you (this may incur an additional charge). We only accept JPEG photographs as links and other attachments are not reliable. We are not responsible for any damage occurring to the cake during transport, set-up or any time thereafter. Do bear in mind that cakes are very fragile, and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc. We only offer refunds in accordance with our Terms and Conditions.

Design Service: We offer you a bespoke consultation design service at no extra cost. Consultations are arranged based upon a mutually agreed time with a maximum of two individuals who will meet our consultant. If your design includes toys or action figures, you must buy these as we do not supply such items.
Lead Times: To ensure that we can accommodate your order we kindly request that orders are placed well in advance. We kindly request three months’ notice for corporate events and one month for other personalised customer gifts. Whilst we may occasionally accommodate orders with less notice it is recommended that you adhere to the recommended times or earlier.
B2B Payment: A fifty percent non-refundable deposit is required to confirm your order. The balance of your payment is due two weeks prior to delivery or collection of the cake. Payment can be made by credit card, debit card, or BACS transfer. Alterations of
B2B Orders: These are accommodated up to two weeks before your order is can be made to your order is collected or delivered. Where alteration alters the overall cost, this will be reflected in the balance.
Collection and Delivery: We offer a delivery service for bespoke products which is inclusive of not just the delivery of your products but also includes assembly. This depends on a liaison with you, your representative and the staff at the venue to ensure a smooth operation; this is the customer’s responsibility. It is highly recommended that customers request to pay for our delivery and assembly service for any cake higher than two tiers. Higher tiers tend to be more difficult to transport, hence the other tiers are often collected or delivered in separate boxes for self assembly if you have not requested to pay for our delivery and assembly service.

Delivery charges are included in the total cost of your order and will be specified in your invoice. Further information on delivery charges can be obtained by contacting customer service by using our online contact system. Simply contact us via our contact us form (for mainland UK customers). It is highly recommended that collection dates are adhered to as our baked products are hand made to order. Collection dates ensure that your order is in peak condition. We are unable to refund or offer a substitute as a result of a late collection. If you are unable to adhere to your collection date, please email us as soon as possible.

General Storage Tips: Products placed outside are liable to react to prevailing atmospheric conditions. In hot or humid weather there is the possibility of sugar decorations melting or damage to products. Please note, we do not provide additional things such as cake tables, tablecloths or cutting knives. It is the responsibility of the customer to provide these or check with the venue to ensure these items are provided. Please note, once cakes have been cut into the shelf life will be reduced. While our cakes usually last for longer, for peak condition we recommend eating your cakes within 24 hours of collection/delivery especially when very moist ingredients are present such as fresh fruit or fresh dairy. Ensure that your baked products are stored in the packaging provided in a cool area away from heat or sunlight. Always keep products covered to prevent loss moisture and for health and safety reasons before your event. It is only recommended that buttercream or ganache covered cakes maybe stored in the refrigerator in original packaging. In exceptional circumstances where appropriate, products may be supplied with storage and assembly instructions. For Daddy’s Dessert Cream, we highly recommend storing in the refrigerator and best used before date stated. For commercial orders, it is best to place bespoke cakes in the boot of a car and driving carefully is also recommended for safe transportation. We are not liable for any product once it has been handed over by us. There are however some exceptions in the case of mail related orders. The Terms and Conditions outlined is not proposed to be a full statement of your consumer rights under the existing Regulations. Please contact the Citizen’s Advice Bureau or your Local Authority Trading Standards Office for more information.