Website Terms and Celebration Cake Order Terms

Last updated: 22 August 2026

1. Who we are

The website and online celebration-cake service are operated by Brazenose Limited, trading as Heidi (Heidi, we, us or our).

Brazenose Limited is registered in England and Wales under company number 06920274. Our registered office is Arches 35–38 Alma Road, Windsor, SL4 1QZ, United Kingdom.

You can contact us at team@heidibakery.co.uk.

2. What these terms cover

These terms cover:

• use of www.heidibakery.co.uk and its subdomains; and
• celebration cakes ordered and paid for through the website for collection from a Heidi shop.

They do not govern purchases made through the Heidi app, Heidi Loyalty, gift cards, wholesale orders or purchases made in a shop. Separate terms may apply to those products and services.

Our Privacy Policy explains how we use personal information, and our Cookie Policy explains how the website uses cookies and similar technologies.

3. Using the website

By using the website, you agree to the parts of these terms that concern website use. If you order a celebration cake, the cake-order terms also form part of the contract between you and Heidi.

You must use the website lawfully. You must not:

• attempt to gain unauthorised access to the website, its servers or connected systems;
• introduce malware or other harmful material;
• interfere with the website’s operation or security;
• use automated tools in a way that places an unreasonable load on the website; or
• copy or use website content or Heidi branding in a way not permitted by these terms or by law.

We may restrict access where reasonably necessary to protect the website, our customers or our systems.

4. Who may order a cake

You must be at least 18 years old to place an order through the website.

These cake-order terms are written for customers purchasing mainly for personal use. If you are ordering mainly for business purposes, please contact us before ordering, as different terms may apply.

5. Cake information and availability

We take reasonable care to describe our cakes accurately. Because each cake is handmade and hand-finished, its decoration, colour and finish will naturally vary slightly from the photographs. Seasonal ingredients and the individual baker’s finishing touches may also create small variations. These differences are part of the handmade nature of the cake and do not affect the cake’s essential description or quality.

Packaging and presentation shown in photographs may change. Sizes, portions and dimensions are approximate unless we state otherwise.

All cakes are subject to availability. We may change or withdraw a cake from future sale, but this will not change an order we have already accepted unless we contact you and agree an alternative.

6. How to place an order

The website will ask you to choose the available cake options, personalisation, collection shop, collection date and collection time. Please check all details carefully before paying.

Submitting an order and making payment is an offer to buy the cake. An automated acknowledgement or payment receipt does not by itself mean that we have accepted the order.

A contract is formed when Heidi emails you an order confirmation. The contract will cover the products listed in that confirmation. If we cannot accept an order, we will tell you and refund any payment taken.

Please keep the order confirmation and bring the order number, or have it available, when collecting the cake.

7. Prices and payment

Prices are in pounds sterling and include any applicable VAT. The total payable will be shown before you submit the order.

Payment is taken in full when you order and is processed securely by Stripe. Heidi does not store your complete card details. Stripe’s own terms and privacy information also apply to its payment service.

If a price is obviously incorrect and could reasonably have been recognised as an error, we may reject the order or contact you before acceptance. If we discover the error after accepting the order, we will not charge a higher amount without your agreement; you may instead cancel for a full refund.

8. Personalisation and customer-supplied information

You are responsible for entering names, messages, dates, collection details and other personalisation correctly. We will normally reproduce the wording as submitted, including spelling, capitalisation and punctuation, subject to practical limits of space and presentation.

We may refuse wording or imagery that is unlawful, threatening, discriminatory, obscene, infringes another person’s rights or is otherwise inappropriate for us to reproduce. If this happens, we will contact you to agree an alternative or cancel and refund the affected order.

If you notice a mistake after receiving the order confirmation, contact team@heidibakery.co.uk immediately. Because cakes are made to order, we cannot promise that a mistake can be corrected and a customer error does not create a right to cancel or receive a refund. We will nevertheless make reasonable efforts to help where production and timing allow.

9. Allergies and dietary requirements

Please read the ingredient, allergen and dietary information made available before ordering. If you need more information, contact us before placing the order.

Our cakes are prepared to their stated recipe, but they are made in a small, busy kitchen that handles all 14 allergens required to be declared under UK food law. Cross-contact can occur and we cannot guarantee that any cake is free from a particular allergen.

Descriptions such as vegan, vegetarian, gluten-free or made without a named ingredient describe the recipe or ingredients used; they are not a guarantee that traces will be absent. Some recipes or decorations may contain gelatine or other ingredients that may not suit a particular diet, as stated in the relevant product information.

Do not place an order if the possibility of cross-contact creates an unacceptable risk. It is your responsibility to pass the relevant allergen information to anyone who will eat the cake. Nothing in this section limits our obligations under food-safety or consumer law.

10. Collection

Celebration cakes ordered through the website are collection only. We do not deliver cakes to homes or other customer addresses. We arrange chilled transport to the Heidi shop selected in your order.

You must collect the cake from the selected shop on the date and within the collection time shown in the order confirmation. A collection date cannot be moved to a later day after the order has been confirmed.

Another person may collect for you if they have the order details. We will treat a person presenting the order number and collecting the cake as authorised by you unless you have told us otherwise in advance.

Please check that you have received the right cake and that any obvious personalisation is correct before leaving the shop. Responsibility for the cake passes to you when it is collected.

11. Changes and cancellations by you

Our celebration cakes are perishable, made to order and, where selected, personalised. The statutory cooling-off right for most online purchases does not apply to goods that deteriorate rapidly or are made to a customer’s specification or clearly personalised.

Once we have sent the order confirmation, you cannot cancel the order for a change of mind, move it to a later collection date or receive a refund because you no longer need the cake.

If you contact us promptly, we will make reasonable efforts to help with another requested change, but we cannot guarantee that a change will be possible once ingredients have been ordered, production has been scheduled or work has begun. Any agreed change must be confirmed by us in writing and may require payment of any additional price.

This section does not affect your rights if a cake is faulty, unsafe or not as described.

12. If you do not collect the cake

Your cake is made for the date stated in the order confirmation. If it is not collected on that date, the order remains non-refundable. We may dispose of an uncollected cake when it is no longer safe or practical to keep it.

13. Transport, storage and consumption

After collection:

• transport the box upright and secure it so it cannot slide or tip;
• refrigerate the cake promptly and keep it refrigerated;
• follow any storage or serving instructions supplied with it; and
• consume it within three days of the collection date.

We are not responsible for deterioration or damage caused after collection by unsuitable transport, handling or storage. This does not affect responsibility for a problem that was already present when the cake was collected.

14. If there is a problem with the cake

We are under a legal duty to provide goods that are as described, of satisfactory quality, fit for their stated purpose and compliant with food-safety law. Nothing in these terms limits those rights.

Please check the cake at collection where possible and tell the shop immediately about an obvious problem. For a problem discovered later, contact team@heidibakery.co.uk as soon as reasonably possible and include your order number, a description of the issue and, where helpful, photographs. Prompt notice helps us investigate a perishable product, but it does not remove any statutory right you may have.

Depending on the circumstances and the law, we may offer an appropriate replacement, price reduction or refund. Any refund will normally be made to the original payment method within 14 days after we agree that it is due.

15. If we need to change or cancel an order

Very occasionally, an ingredient, product or selected collection shop may become unavailable, or an event outside our reasonable control may prevent us from fulfilling the order as confirmed.

We will contact you as soon as reasonably possible. We may offer a suitable alternative, another available collection arrangement or a refund. We will not make a material substitution or move your collection without your agreement. If we cancel an accepted order, or you do not accept a proposed material change, we will refund the affected amount in full.

16. Intellectual property

The website and its content—including text, photographs, graphics, logos, designs and software—are owned by or licensed to Heidi and are protected by intellectual-property law.

You may view the website and make a reasonable copy of an order confirmation or page for your personal, non-commercial use. You must not reproduce, modify, distribute, sell or commercially exploit website content, or use Heidi’s name or branding, without our written permission unless the law permits it.

17. Website availability and third-party links

We try to keep the website accurate, secure and available, but we do not promise uninterrupted or error-free access. We may suspend, change or withdraw parts of the website for maintenance, security or business reasons.

The website may contain links to third-party websites or services. We are not responsible for their content or availability merely because we link to them. Their own terms and privacy policies may apply. This does not reduce Heidi’s responsibility for performing its contract with you, including where we use a third party to help us do so.

18. Our responsibility to you

We are responsible for losses that are a foreseeable result of our breach of these terms or failure to use reasonable care and skill. A loss is foreseeable if it was an obvious consequence or if both you and we knew it might happen when the contract was formed.

We do not exclude or limit liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and your statutory rights relating to goods.

If you are a consumer, we are not responsible for business losses, such as loss of profit, revenue, contracts, goodwill or business opportunity. Nothing on the website is professional advice on which you should rely.

19. Privacy and cookies

Our Privacy Policy explains how we collect and use personal information connected with the website and cake orders. Our Cookie Policy explains the cookies and similar technologies used by the website and how to manage your choices.

20. Changes to these terms

We may update these terms to reflect changes to the website, our service or the law. The latest version will appear on this page with its revision date.

The cake-order terms that apply to your purchase are those made available when you place the order. A later change will not retrospectively alter an order we have already accepted unless the change is required by law or you agree to it.

21. Complaints and contact

If you have a question or complaint about the website or a cake order, email team@heidibakery.co.uk. Please include your order number where relevant.

You can also write to Brazenose Limited, Arches 35–38 Alma Road, Windsor, SL4 1QZ, United Kingdom.

22. General legal terms

If a court finds part of these terms unlawful, the remaining parts will continue to apply.

If we delay enforcing these terms, we may still enforce them later. No person other than you and Heidi has a right to enforce the cake-order contract.

These terms and any dispute or claim arising from them are governed by the law of England and Wales. If you live elsewhere in the United Kingdom, you also retain the protection of any mandatory consumer law that applies where you live and may bring proceedings in your local courts. Otherwise, the courts of England and Wales will have jurisdiction.