Shop Policy

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1. Cancellation

1. You may cancel your order up until 24 hours after your order is successfully placed. If you cancel after this time, your order will still be sent out and you will not be entitled to a refund.

2. In the event that your order is successfully cancelled you will be entitled to a full refund, minus the transaction fee.

2. Loss and Damage

1. In the event of your order being lost in the post, depending on stock availability we will

a. send you a replacement order

or

b. send you a code to place another order at the same value as your lost one, including postage costs

or

c. provide you with a full refund via direct debit to your original payment method 

2. An order is considered 'lost' in the post when

confirmed as such by the postal services.

3. In the event your treat/s perishes as a result of delay, we will:

a. send you a replacement of the item

or 

b. send you a coupon code of the same value to use on your next order

or

c. provide you with a full refund for the perished item via direct debit to your original payment method

4. Damage to treats that falls outside of ’perishing’ will not be eligible for a full refund, unless there is suspected interference with a parcel.

6. Damage to items other than treats will be eligible for a full or partial refund depending on the impact on the item's use.

7. We cannot provide a refund where proof of damage is not provided.

3. Delay

1. Delays are outside of our control and so we cannot guarantee any refund in postage costs for a delayed parcel. 

2. Postage fees will only be refunded in the event your order only contained a perishable item.

4. Prohibited Items

1. If you place an order including a perishable item to an international address, we will 

a. contact you to order a replacement item of a similar value

or

b. provide you with a refund for the perishable item, minus the transaction fee

2. Should the replacement item be lower in price,   a refund will be provided via direct debit to your original payment method

3. In the event that the replacement item costs less than the unprohibited item selected, the customer must pay the difference via direct debit to our bank account or PayPal, including any transaction fee.

5. Customs Tariffs/Duty Fees 

1. You are liable for any customs costs. This does not affect your statutory rights.

2. By ordering from us to an address outside of the UK you acknowledge that:

a. you may have to pay a fee to release your parcel from customs 

and

b. if your parcel is not delivered as a result of failing to pay this fee, you will not be entitled to a refund

and

c. it is your responsibility to ensure that you provide your correct phone number and email address at checkout so that customs can contact you regarding customs charges

and

d. it is your responsibility to pay customs fees promptly when contacted to prevent any delay in your order being delivered

6. Returns

1. Due to the nature of our items, we cannot and do not accept returns.

7. Resale

1. Our items are not available for resale purposes unless we have been provided written permission of the same. 

8. Expiry date guarantee

1. We guarantee an expiry or best before date on items which is at least 30 days in length at the time the item is dispatched.

2. In the event an item perishes before the expiry date, you will only be entitled to a refund if the items have been stored in accordance with the instructions on the label provided.

9. Copyright

1. Our unique designs are protected by UK copyright law and should not be replicated for personal promotion or monetary purposes.

10. Digital Loyalty Card Scheme

1. A loyalty point will be applied to your digital loyalty card for each order. 

a. multiple orders dispatched together will receive one loyalty point

2. To collect multiple points on a singular digital card, you must sign up with us.

3. A 20% discount code will be sent to the email address signed up with us once 5 points have been collected.

a. this discount code does not apply to charity items and certain limited edition items

and 

b. discount codes are only redeemable via our website www.littlegemsbakery.com

4. We aim to send discount codes for the loyalty scheme within 10 days of your 5th qualifying order.

4. You can access the loyalty card scheme an unlimited amount of times.

5. We reserve the right to change or withdraw this offer at any time.

11. Photographs

1. By taking photographs of your pet with our product/s and posting it on a public forum or sending it to us directly, you are agreeing to the photo being shared on social media, in our newsletter or on our website unless written notice is given to the contrary.

12. Your data

1. We will never use your personal information to contact you about anything other than your order, unless you have agreed to receive promotional offers and updates from us by signing up to our newsletter.

2. By ordering from us you agree to:

a. your personal information being passed on to any third party who is carrying out necessary tasks to enable operation of the business 

and

b. your contact details being utilised by a third party to update you with the status of your order and/or to obtain customs duty fee charges

3. Your personal data will not be used or shared by us outside of the specific purposes outlined.