Introduction

Welcome to Lucy’s Bake House (“we”, “our”, “us”). These Terms & Conditions (“Terms”) govern your use of our website www.lucysbakehouse.co.uk, and your purchase of products and services from us including, but not limited to: Postal Brownie and treat boxes, Brownie Stacks (collection only), Bespoke Event Orders, and Trade/Wholesale Orders. “Build Your Own” and Gift Products are currently under development.

By using our website or placing an order, you agree to be bound by these Terms. Please read them carefully before purchasing.

If you have any questions, please contact us at hello@lucysbakehouse.co.uk

 

About Us

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Lucy’s Bake House is a Scotland-based bakery creating handmade brownies, traybakes, and bespoke sweet treats.

Business Name: Lucy’s Bake House
Address: 17 King Street, Galashiels, TD1 1PX
Email: hello@lucysbakehouse.co.uk
Phone: 07368 616293
Website: www.lucysbakehouse.co.uk

 

Products & Ingredients

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• All products are handcrafted in our kitchen in Galashiels; variations in appearance may occur.

• Allergen and ingredient information is available on product pages and packaging where possible, and/or discussed at the time of enquiry for bespoke items which involve custom flavours such as Stacks or Weddings.

• Our kitchen handles wheat, eggs, milk, soya and different types of nuts. Whilst we take every precaution to avoid cross-contamination, we cannot guarantee to be risk free.

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Ordering & Payment

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• Orders may be placed through our website or directly via email/social media.

• Full payment is required at checkout unless otherwise agreed (e.g., events or trade clients).

• We accept credit, debit cards, apple and google pay. Cheques are not accepted.

• All prices are listed in GBP (£) and include applicable taxes unless stated otherwise.

• A contract is formed once we accept your order and send an order confirmation email.

• We reserve the right to refuse or cancel orders due to stock issues, suspected fraud, incorrect pricing, or payment problems.

 

Postal Orders

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• Postal orders are typically processed within 1-2 working days.

• We dispatch using Royal Mail or DPD 

• Delivery usually takes 1–3 working days after dispatch (this may vary during busy periods).

• We are not liable for delays caused by the postal carrier, incorrect addresses provided by the customer, or missed deliveries.

• Risk transfers to the customer once the parcel is handed to the courier.

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Collection Orders (Stacks & Large Items)

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• Collection must take place at the agreed time and location stated in the confirmation message or email (normally between 10:00–14:00 at Annie’s Café, King Street, Galashiels, TD1 1PX).

• A minimum notice period of 5 working days are required for Stacks.

• Responsibility for safe transport passes to the customer upon collection.

• We are not liable for damage after collection.

• Customers must transport Stacks on a flat surface, away from heat and sunlight.

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Build Your Own (Coming Soon)

This service is currently in development. Terms will be added when the service launches.

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Event, Wedding & Corporate Orders

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• Event or custom orders typically require 2 weeks’ notice.

• Deposits or staged payments may be required, explained at the quotation stage.

• It is the customer’s responsibility to disclose allergies or dietary requirements during the initial enquiry.

• Changes to event orders must be requested in writing and may not always be possible.

• Cancellations:

  • Refund available if cancelled more than 14 days before the event.

  • No refund if cancelled within 14 days of the event.

• We cannot guarantee availability for last-minute bookings

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Trade & Wholesale Orders

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• Trade customers must provide proof of business.

• Minimum order quantities, pricing, payment terms, and schedules will be agreed in writing before supply begins.

• Lead time for trade orders is typically 1 week.

• Goods remain the property of Lucy’s Bake House until full payment is received.

• Storage and shelf-life responsibility transfers to the buyer upon delivery.

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Allergens, Storage & Shelf Life

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• Allergen information for online store items is provided on product listings and/or packaging.

• For bespoke, event, or trade products, allergen details are confirmed during consultation.

• Products must be stored as advised (e.g., cool, dry place or refrigerated).

• Typical shelf life is 7 days when stored correctly in a refrigerator, storing out with can cause items to spoil quicker.

• We are not responsible for issues arising from incorrect storage.

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Returns, Refunds & Cancellations

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• Perishable goods cannot be returned.

• If an item arrives damaged, please email us within 24 hours with photographs.

• Please refer to our full Delivery Policy and Cancellation & Refund Policy for detailed procedures.​

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Photography & Marketing

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We may photograph your order for marketing, portfolio and social media use.
If you prefer your order not to be photographed or shared:

You must notify us in writing at the time of ordering - via social media message or email hello@lucysbakehouse.co.uk

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Intellectual Property

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All website content, branding, product concepts, and digital materials belong to Lucy’s Bake House and may not be copied, reproduced, or distributed without permission.

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Liability

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We are not liable for:

• allergic reactions where allergens have been clearly disclosed

• damage after collection or delivery

• delays or loss caused by the postal carrier

• minor variations in appearance, colour or design due to the handmade nature of our products

Our total liability shall not exceed the value of the order.

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Governing Law

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These Terms are governed by the law of Scotland.
Any disputes shall be subject to the exclusive jurisdiction of the Scottish courts.

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Contact

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For questions about these Terms, please contact:
hello@lucysbakehouse.co.uk