Terms & Conditions

7. Payment & Prices

7.1 All prices are quoted in GBP and are inclusive of VAT (where applicable) but exclude delivery costs unless otherwise stated.

7.2 Payment must be made when placing the order. This also applies to any pre-ordered items.

7.3 We accept payment by Visa, Visa Electron, MasterCard, Maestro and American Express. 

7.4 When using the card you confirm that you are the cardholder or have permission to make payment with the card by the cardholder. In the event that our system flags an issue with the provided card, we will refund the order and contact you to take payment with an alternative card. Should this not be possible we will not accept the order.

7.5.The price you will be charged is the price stated on the website at the time we receive your order. In the unlikely event that an incorrect price has been given, we will contact you as soon as possible to see if you would like to go ahead with your order at the correct price or cancel the order. If we fail to get in contact with you we will cancel the order in respect of the incorrect priced product. 

7.6 Please make sure you receive a receipt of payment via email as well as a confirmation of your order. Failure of either to arrive might indicate that the order has not gone through successfully. 

7.7 We reserve the right to change prices at any time. We reserve the right to amend prices at any time at our discretion before, but not after, we accept orders.

7.8 We cannot be held responsible for any charges local Customs wish to apply to your order. We recommend that you check with your local customs authorities before placing an order with us.

8. Cancellations

8.1 You can always cancel your order with us.  Your rights when you cancel your order will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to cancel your order:

(a) If the product you have bought is faulty or misdescribed you may have a legal right to cancel the order (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back)

8.2 You may cancel your order because of something we have done or are going to do for a reason set out at (a) to (d) below and we will refund you in full for any products which have not been provided with. The reasons are:

(a) we have told you about an upcoming change to the product or these terms which you do not agree to (except, see clauses 4.13 and 8.9)

(b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed

(c) there is a risk that supply of the products may be significantly delayed because of events outside our control

(d) you have a legal right to cancel the order because of something we have done wrong

8.3 Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013). If you are a consumer then for most products bought online you have a legal right to change your mind within 14 days and receive a refund.  These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

8.4 When consumers do not have a right to change their minds.  Your right as a consumer to change your mind does not apply in respect of:

(a) perishable items or items that reduce in value once handled.  This includes any food products, including cakes and cupcakes.     

HOWEVER, we do offer a goodwill cancellation basis for these products where certain requirements are met (see clause 8.5) 

(b) made-to-order or customised products which may include special editions or signed books (see clause 8.6)

(c) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them

Freshly made-to-order cakes, cupcakes & confectionery

8.5 If you wish to cancel your cake order you must give us the following minimum notice to qualify for a credit or refund:

(a) Cupcakes: 24 hours before delivery or collection

(b) 6-inch layer cakes: 48 hours before delivery or collection

(c) All personalised cakes and cakes larger than 6-inches: 72 hours before delivery or collection.

Retail Items including Gifting Ranges & Merchandise 

8.6 As confectionery items are made on-demand and are perishable goods, we are unable to offer any refunds or exchanges if you change your mind, once the order has been confirmed through payment and the production process has begun. 

Order cancellations for non-perishable items are only accepted on a discretionary basis if made by email up until 9am on the next business day after ordering and before the shipment is processed for collection by the Courier company.

How to cancel your order:

8.10 To cancel your order, please email us at hello@peggyporschen.com. Please provide your name, home address, details of the order, order number and, where available, your phone number and email address. For the avoidance of doubt, any order cancellations must be made in written form.

9. Refunds & Returns

Cakes, Cupcakes & Confectionery

9.1 If for any reason you are not happy with your cake order, please contact us immediately by email to hello@peggyporschen.com. 

In order to qualify for redemption and for us to investigate the reason for the fault, we will ask that you return the product to us for quality inspection or provide photographic evidence within 24 hours from receipt of the order. Please note that we are not able to offer any refunds without proof of evidence. 

If the product is faulty or misdescribed we will either correct the mistake or provide a replacement prior to your event. If this is not possible we will offer some or all of your money back subject to our investigation from the proof of evidence.  Please state your order number in all correspondence.

Upon cake collection or delivery, customers will be asked to inspect their product and must sign to confirm they are happy with their order e.g. size, design, wording, condition and quality. Any issues must be communicated, as above, within 24 hours from receipt with images as supporting evidence.

By agreeing to our Terms & Conditions, you will take all appropriate action to follow our cake handling, storage and serving guidelines.  Peggy Porschen will not be held responsible for issues arising from the guidelines not being correctly followed e.g. exposure to warm temperatures due to the cake being unrefrigerated for too long (buttercream or icing may melt) or being consumed too cold (cake may appear dry).

In the event of an issue arising at the time of the cake being served, all details must be emailed to hello@peggyporschen.com within 48-hours of receipt.  In order for an investigation to be opened a full written account along with photographs must be provided.  Upon conclusion of an internal investigation you will be updated on our findings.  A refund or compensation will only be granted in instances where the issue falls outside of what is stated in our Terms of Service. E.g. refunds or compensation will not be granted on account of personal taste, as this is a subjective matter. Nor will refunds be issued where evidence is clear of incorrect handling, storage or serving. 

Equally, any issues raised after the 48 hr grace period may not be eligible for a refund or compensation. 

Refunds will only be issued to the original credit or debit card account used by you to make the online purchase. For any such refund, legal ownership of the goods will immediately revert to us.

Please note sections 4.6 and 4.9 above regarding the potential for slight colour variations in our handmade items. Due to the nature of our handmade offering, refunds will not be permitted on account of a reasonable variation in colouring between what has been viewed online and what has been received by the customer. 

Retail items including Gifting Ranges & Merchandise

9.2 Returns of shippable products are only accepted for items that arrived damaged or in error. Should you receive a damaged or wrong item, please notify us within 24 hours and send us a photo of the damaged/wrong item by email to hello@peggyporschen.com . We may ask you to return the item(s) to us and replace or exchange them depending on the condition. We do not offer refunds for any other reason on perishable items, so please read the product description and shelf life information carefully before placing your order.

Regency Rose Peggy Porschen x Duchess China 1888 Fine Bone China Collection

9.3 If for any reason you are not happy with your purchase, please refer to our store bought returns policy below. For items purchased online, via the Duchess China 1888 website, please refer to the return policy at www.duchesschina1888.com

In order to return your store bought items/s to us and qualify for a refund, we ask that you follow the returns policy below:

• Returns must be made within 30 days of purchase. Item/s must be returned to the Belgravia Parlour unused and undamaged in full resalable condition
• Item/s must be in the original, unopened and undamaged packaging 
• An original till receipt must be shown as proof of purchase If all criteria are met, a refund, exchange or credit note will be offered 
• Any refunds will only be made to the original card used to purchase 
• This does not affect your statutory rights

10. Parlour Gift Card Terms & Conditions

10.1 Redemption

1. Parlour Gift Cards can be redeemed at Peggy Porschen Belgravia. Simply present the digital card (on your smartphone, email or apple wallet) at the till.

2. Parlour gift cards are NOT redeemable at our online shop at www.peggyporschen.com. They can be used exclusively for any purchases directly from the Peggy Porschen Parlour.  

3. Parlour gift cards may be used to purchase goods of a higher price than the amount on the card, on payment of the difference.

4. Parlour gift cards are non-refundable, non-redeemable for cash and cannot be exchanged.

5. Only one Parlour gift card can be purchased via our website (digital E-Gift Voucher). 

6. If any item purchased with a Parlour gift card is subsequently exchanged for an item of a lower price or refunded, any money owing will be added to the remaining balance on the card.

7. If you do not spend the entire balance on the Parlour gift card, the remaining balance will be updated after each transaction. 
   

10.2 Period of Validity

1. Parlour Gift Cards are valid for 12 months from the date of issue or the date when it was topped up. Any remaining balance will be cancelled on expiry of the validity period.

2. Balance enquiries and top ups can be made via your email link, or your Apple wallet or similar. 

3. Parlour Gift Cards should be treated as cash; they are not cheque guarantee, credit or charge cards. Peggy Porschen will not accept liability for lost, stolen or damaged E-Gift Cards.

10.3 Cancellation

Parlour Gift Cards cannot be returned or refunded, except in accordance with your statutory rights, for example in the event they are not of satisfactory quality.

10.4 Changes to the Gift Card Terms & Conditions Peggy Porschen reserves the right to amend the terms and conditions of Parlour Gift Cards at any time and to take appropriate action, including the cancellation of the card, if, in its discretion, it deems such action necessary. This does not affect your statutory rights.