Terms of service

Terms of service
All fresh products purchased from Charlies GF Treats (CT) are subject to the following terms and conditions. By reading these they constitute a binding agreement between you and CT. By accessing the website or entering your personal information and purchasing items from CT you engage in our Terms and Conditions of Service and Agree to all written above.

Prices
All standard orders are non-negotiable. You must follow the prices on the website for further details or email.

Ingredients, Allergy’s and Special Dietary Requirements
All our ingredients are to the highest quality and freshly prepared each day. The kitchen is newly purpose built specifically to adhere to the Gluten free and Nut Free diets. There are no ingredients offering the label of ‘contain’ or ‘may contain’ in our kitchen. 
Each of our products are clearly labelled showing the 14 allergens and which they ‘contain’ or ‘may contain’, making our food easy to read for all allergies. 
We are going to be offering many other dietary foods soon ie dairy free, soy free, vegetarian and vegan. 
We use no additional additives or preservatives in our foods.

Orders and deposits
When an order is sent, we must receive a payment before we send you confirmation. After this confirmation, your Treats will be allowed up to 7 days before arrival. All food items will be made and sent in the same day. 

How to order - All standard orders must be placed though the website, where you will pay when ordering. If you attempt to order through a phone call we will ask you to send an email to confirm your order. It will not be placed until this is done. Any personalised orders must be made through the website or emails. This must state personal information, delivery information, order, quantity, flavours and all information. You will be asked to pay in advance too, via Bacs payment. Our bank details will be sent to you after the inquiry. When the payment is received this will confirm your order and be sent to the kitchen for processing.

Each Parcel will come with:
1. Label – ingredients, allergies, price, best before. 
2. A Care Card, outlining the precautions for you to follow ie storage conditions. 

Changes
Any Adaptations to your order must be written in an email and sent within 24 hours of ordering. After this no amendments can be made, as the order may already be in process.

Changes to address – If you have made an order with the wrong address, ensure you email asap so that we can correct it. Please know that we are not responsible for the failure of providing a correct address.  When ordering, please double check your info and watch out for auto-check!

GDPR and Data protection (Access and storage of information)
By continuing your order, you are agreeing to photos and videos of your product being taken and shared across our website and social media platforms. Orders with Faces printed on, are the only exception, we will either not post or the faced will be blurred. Personal information will not be shared on social media and only the process of manufacturing. If you wish for your order not to be publicised, please specify within the first 24 hours of your order submission.
Information we ask for:
1. Name
2. Address
3. Phone number
4. Email address
5. Payment details
Use of this information if for CT. Under no circumstances will any of this information be shared with anyone other than the CT Team.

Returns 
Due to our baked goods being perishable, they cannot be resold once it has left our premises. Therefore, we are unable to have your product returned. You are welcome to email in and cancel your order and get a full refund, see below for more details.

Cancellations and Refunds
If for whatever reason you need to cancel your order, we are happy to give you a full refund as long as it is within 24 hours ordering. This Refund may take between 1-10days to process depending on the bank. 
We are unable to Refund 24hours after the order took place. 
We understand that your circumstances may change; however, we bake fresh and detail each order, so will not be able to resell the product created specifically for you.

Collections, Deliveries and Refunds
Due to the location of CT, we are unable to offer Collections.

Under 10 miles
Depending on the day and delivery address, if your parcel is under a 10-mile radius of Woolsbridge Industrial Estate, it may be delivered by a staff member or volunteer. In this instance, it is CT responsibility to ensure the overall presentation and safety of your order.

If this is not possible, then we will be sent with the following…

Over 10-mile radius
Our deliveries are primarily handled by Royal Mail, but may differ depending on availability (strikes, shortages, and other factors, out of our immediate control). In order to align with food safe standards and practices we use the Royal Mail within 24hours delivery service (Tracked). As CT does to personally deliver any retail parcels over a 10 mile radius, we are unable to take responsibility for the service that you may receive. We use a safe and trusted third party company that ensure us our parcels will arrive as we sent it.

We understand in occasional circumstances with third party involvement - the parcel may arrive damaged. We have very protective packaging for each of our parcels and do all that we can to ensure the safe arrival. In this instance, within 48hours of arrival, email with a picture proving the state of delivery and an explanation the situation. This will be handled accordingly. Please note we do not guarantee a full refund or replacement, CT have the responsibility to determine each case, depending on the severity of the case. We will speak directly to the courier and ensure this will not happen again in the future!

Once your parcel has been delivered, you are 100% responsible for it. 

In the unlikely event your parcel is lost, undelivered or delayed, please ensure that you inform us within 48hours of your delivery or due date. Please also contact the courier directly and follow their directions wand the delivery complaints procedures too.
If we believe … are responsible, we will put in a ‘claim and appeal the parcel.

Complaints
If you have any complaints regarding an order, member of staff or the food, please email us to discuss the situation and take the necessary actions.