Terms & Conditions
Our Biscuits
Our biscuits have a shelf life of between 10 days and 4 weeks (dependent on the product ordered) if kept in an airtight container at room temperature and out of direct sunlight. Each item will be labelled accordingly with the best before date.
Allergens
All of our biscuits are baked to order in an environment where gluten is heavily used, therefore, we cannot confidently offer gluten-free products.
We bake our biscuits in a domestic kitchen where nuts may be handled from time to time and therefore cannot guarantee there are no traces of nuts. As such we cannot cater for nut allergies.
Full allergen details can be found on the product page and will be listed on the back of each box or on every individual biscuit dependent on the order.
Delivery
We will attempt delivery to an address and postcode submitted at checkout, and cannot accept liability for late or failed delivery due to an incorrect address. If you are unsure of an address or postcode, please check it using a postcode finder before ordering.
Our default carrier for a standard sized order is Royal Mail. We send all our orders 1st Class. Royal Mail aim to deliver within 24 hours from the date the order is shipped, however, this is not guaranteed. The vast majority of our orders arrive within 24 hours of dispatch but we cannot take responsibility for delays as these are outside of our control. If your order is delayed by more than 3 working days, we will follow up with Royal Mail on your behalf and investigate, however standard 1st class is not a tracked service so there is often little or nothing that can be done. If your order hasn't arrived in 10 working days then Royal Mail will deem it as 'lost'. In this case, we will happily issue you a refund or a replacement. If your order is more urgent then please contact us to discuss tracked, next day delivery options.
For larger orders we may use a different carrier such as DPD or EVRI (or others). In such a case, we will provide you with tracking information once it has been dispatched. As with standard delivery, we cannot take responsibility for delays or damages as these are outside of our control. Please note that, if your order is returned to us by the delivery courier due to an incorrect address at checkout or because nobody was home, you may be required to pay additional P&P to have it redelivered.
Cancellations
If you want to cancel your order please be quick, as once we’ve baked your items we can’t offer a refund or take cancellations. Cancellation must usually be made within 12 hours of placing your order, and we may bake your biscuits straight away depending on the time that your order is placed and how soon you requested it to be delivered. To cancel an order please email us. This cancellation policy does not affect your legal rights.
Large Custom Orders
We require payment in full before we can commence a large custom order. When an order is placed we will allocate time to complete it and will turn down other requests to ensure we have the capacity for your order. We may also order in special supplies for your order or have custom items made, for example cookie cutters or stencils. For these reasons neither the deposit (if applicable) nor the final balance are refundable within 2 weeks of the scheduled dispatch date. Any cancellations before this will be subject to a withholding of the deposit (if applicable) or up to 50% of the final balance.
Rush Orders
Urgent orders with a faster than usual turnaround time, may be subject to a rush fee.
Changes to your order
Alterations and amendments for larger, advanced orders such as weddings, must be submitted via email or message no later than 2 weeks prior to the scheduled dispatch date.
We may be able to make alterations after this time but only where design and time permit. Alterations requested less than 2 weeks before completion may not be possible or subject to a surcharge.
We reserve the right to change the design at any point if circumstances beyond our control compromise the quality of the finished product. e.g. weather conditions, machine breakdowns. We will let you know of any such changes and we will do our best to keep changes minimal.
Refunds
If you’re unhappy with any of our items you must notify us via email. Complaints should be sent immediately upon receipt of the product. Evidence of any faults, damages or discrepancies should be included. Any refunds will be given entirely at our discretion. We may request that you send the product back to us and provide proof of postage so that we can fully determine the issue.
Discount Codes
Discount codes received from this website are valid on website products only, and not our corporate/custom service, unless stated otherwise.
Privacy & Cookies
Privacy & Cookie Policy
Our updated privacy policy complies with the new General Data Protection Regulation (GDPR), which is coming into effect as of 25th May 2018. It sets out how we use and protect any information that you give us when you use this website.
Alfie and Me are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, you can be assured that it will only be used in accordance with this privacy statement.
We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 1st February 2024.
What information do we collect?
When you conduct a transaction on our website, register on our website or fill out a contact form, as part of the process, we collect personal information you give us such as:
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Name and job title
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Contact information including email address
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Demographic information such as postcode, preferences and interests
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Event dates
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Other information relevant to customer surveys and/or offers
What we do with the information we gather
Any of the information we collect from you may be used in one of the following ways:
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To personalise your experience (your information helps us to better respond to your individual needs)
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To improve our website (we continually strive to improve our website offerings based on the information and feedback we receive from you)
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To improve customer service (your information helps us to more effectively respond to your customer service requests and support needs)
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To process transactions
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To administer a contest, promotion, survey or other site feature
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To send periodic emails
How do we store website visitors' personal information?
Alfie and Me is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.
All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
How do we communicate with our customers?
We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.
How do we protect your personal information?
It is our aim to protect your personal information in the following ways;
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By keeping your information up to date
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Storing information in secure locations
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Destroying information which is no longer relevant, unless we have a legitimate reason or statutory obligation to retain it
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Keeping to a minimum the number of employees or third parties who have access to your information
Who else has access to your personal information?
In order to provide you with the services you have requested from us, there may be third parties who may also need to process your personal information.
As the requirements of our business change, we may need to change the third parties who process your information to meet requirements.
In some cases third parties may be based outside of the European Economic Area (EEA); however we will always ensure these third parties operate as if they were based inside the EEA in terms of data protection as part of our business due diligence.
Accessing your personal information
Under the new GDPR, you have the right to request to access the personal information we hold on you.
You also have the following rights regarding your personal information;
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To make a request to see the personal information we hold about you
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To change/update the personal information we hold about you
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To ask us to delete the personal information we hold about you unless there is a statutory, regulatory or otherwise legitimate reason for us not to comply (we would always provide you with more information if this is the case)
How long do we keep your personal information?
We keep your information only so long as we need it to fulfill the purposes described in this policy. This is also the case for anyone that we share your information with and who carries out services on our behalf. When we no longer need to use your information and there is no need for us to keep it to comply with our legal or regulatory obligations, we’ll either remove it from our systems or depersonalise it so that we can't identify you.
Can I update or correct my information?
Customers have the right to request the restriction of certain uses and disclosures of personally identifiable information as follows. You can contact us in order to (1) update or correct your personally identifiable information, (2) change your preferences with respect to communications and other information you receive from us, or (3) delete the personally identifiable information maintained about you on our systems (subject to the following paragraph), by cancelling your account. Such updates, corrections, changes and deletions will have no effect on other information that we maintain, or information that we have provided to third parties in accordance with this Privacy Policy prior to such update, correction, change or deletion. To protect your privacy and security, we may take reasonable steps (such as requesting a unique password) to verify your identity before granting you profile access or making corrections. You are responsible for maintaining the secrecy of your unique password and account information at all times.
You should be aware that it is not technologically possible to remove each and every record of the information you have provided to us from our system. The need to back up our systems to protect information from inadvertent loss means that a copy of your information may exist in a non-erasable form that will be difficult or impossible for us to locate. Promptly after receiving your request, all personal information stored in databases we actively use, and other readily searchable media will be updated, corrected, changed or deleted, as appropriate, as soon as and to the extent reasonably and technically practicable.
If you are an end user and wish to update, delete, or receive any information we have about you, you may do so by contacting the organisation of which you are a customer.
By engaging with Alfie and Me, creating an account, making a purchase or contacting us directly, you signify your acceptance of this Privacy Policy. If you do not agree to this Privacy Policy, you should not engage with our website, or use our services. Continued use of the website, direct engagement with us, or following the posting of changes to this Privacy Policy that do not significantly affect the use or disclosure of your personal information will mean that you accept those changes.
Links to other websites
Our website may contain links to other websites not operated or controlled by Alfie and Me (such as Instagram or Facebook). We are not responsible for the content, accuracy or opinions expressed in such websites, and such websites are not investigated, monitored or checked for accuracy or completeness by us. Please remember that when you use a link to go to another website, our Privacy Policy is no longer in effect. Your browsing and interaction on any other website, including those that have a link on our platform, is subject to that website’s own rules and policies. Such third parties may use their own cookies or other methods to collect information about you.
Cookies
Alfie and Me uses "Cookies" to identify the areas of our website that you have visited. A Cookie is a small piece of data stored on your computer or mobile device by your web browser. We use Cookies to enhance the performance and functionality of our website but are non-essential to their use. However, without these cookies, certain functionality like videos may become unavailable or you would be required to enter your login details every time you visit the website as we would not be able to remember that you had logged in previously. Most web browsers can be set to disable the use of Cookies. A link can be found at the bottom of the Alfie and Me website homepage. However, if you disable Cookies, you may not be able to access functionality on our website correctly or at all. Disabling a cookie or category of cookie does not delete the cookie from your browser, you will need to do this yourself from within your browser, you should visit your browser's help menu for more information. We never place Personally Identifiable Information in Cookies.
Children’s privacy
We collect information from kids under the age of 13 just to better our services. If You are a parent or guardian and You are aware that Your child has provided Us with Personal Data without your permission, please contact Us. If We become aware that We have collected Personal Data from anyone under the age of 13 without verification of parental consent, We take steps to remove that information from Our servers.
Contact Us
Don't hesitate to contact us if you have any questions.
- Via Email: alfieandmeinfo@gmail.com
- Via Phone Number: 07495434825
- Via this Address: Walnut House, Lynbrook Lane, Bath, BA2 5NB