Terms & Conditions

 
1. PAUL UK Delivery Service

1. We deliver every day of the week, from Monday to Sunday. Please note that we are unable to provide specific delivery time slots. All orders, whether for collection or delivery, must be placed on the previous day before 12 noon.

   While we always strive to deliver within the dedicated time slot, occasional delays may occur due to traffic or other unforeseen circumstances. To ensure timely delivery, we recommend selecting an earlier delivery slot if you require the order closer to a specific hour. 

   Additionally, for selected postcodes, we offer 1-hour slot deliveries starting as early as 8:00-9:00. To check if your postcode qualifies for this service, please visit one of our product pages and use our postcode checker tool.

2. The minimum delivery order is £30. There is no minimum order for collections.

2. Payments And Prices

1. The price will be set out on our website, www.paul-uk.com, and valid on the day of the order.
2. For any cancellation after cut off time no refund will be issued.
3. Price and availability information are subject to change without notice.
4. We accept payment by PayPal, Google Pay and most leading credit and debit cards including Visa, MasterCard, American Express, Maestro and Delta. Payments will be charged against your card at the time of order. Cash payments are not accepted.

3. Cancellations and Deliveries

1. You can request changes to the personalisation on your cake if we are notified before midday (12:00pm) the day before collection/delivery date.
2. If you wish to exchange or add additional products to your order, please contact our team by filling out the contact form here before midday (12:00pm) the day before collection/delivery date. We are unable to accept voicemails or direct messages on social media as notifications of a cancellation and any amendments/cancellations must be confrimed in writing.
3. It is the customer’s responsibility to ensure that the details are correct on their order. We are unable to amend or cancel your order on the date of delivery/collection if the information provided is incorrect. Any amendments or cancellations need to be made by midday (12:00pm) the day before collection/delivery date.
4. Products will be delivered to the location nominated by you at the time of placing the order. We are unable to make any adjustments to the booking on the assigned delivery day or after midday (12:00pm) the day before collection/delivery date.
5. All deliveries must be checked and signed for by an authorised representative of the customer at the time of delivery. A signature will be deemed to constitute acceptance of delivery of a complete order.
6. We cannot be held responsible for parcels not delivered due to incorrect or missing shipping information entered at the checkout, if the recipient isn't home, or if your parcel is delayed through no fault of our own. If you are not available at the time of delivery, our courier will attempt to leave your delivery in a safe place. However, if there is no safe place available or alternative delivery instructions are not provided, the order will be returned to the store where it was produced.
7. If you've instructed us to leave your delivery with the concierge or receptionist, please ensure that their policy permits the acceptance of perishable items, as food items are often refused.
8. If any part of an order is rejected upon delivery, or if any part of your order is damaged or missing, you must notify us immediately via the contact form provided here. Concerns regarding damaged items, food quality, or missing items must be raised within 24 hours, and proof may be requested. If you are unable to provide evidence when requested, we will be unable to offer a refund or replacement.
9. If any part of an order is found to be missing, damaged, or rejected while using a platform aggregation service such as Uber Eats, Deliveroo, or Just Eat, please inform their driver or contact their customer service team immediately. They will assist you with the relevant action. Please note that refunds and replacements need to be requested via the aggregator's customer service.

4. Our Terms Of Supply

1. PAUL UK Ltd supplies strictly for direct customer use and under no circumstances is our food to be re-sold to a third party or offered at subsidised or inflated rates to a third party. This restriction also applies to in-house catering arrangements where contract caterers are ordering on behalf of clients.
2. Customers will comply with any instructions and recommendations of PAUL UK Ltd in relation to the storage and use of products (for example and without limitation, use by dates)

5. Liability

1. The liability of PAUL UK Ltd in contract, tort (including, without limitation, negligence) or otherwise in respect of any products delivered or otherwise in connections with an order or for any loss, injury or damage attributable directly or indirectly thereto will, at the sole option of PAUL UK Ltd, be limited to: (a) delivering replacement products (at PAUL UK Ltd’s expense); or (b) refunding any sums paid to PAUL UK Ltd for the products.
2. PAUL UK Ltd will not be liable (whether or not caused by PAUL UK Ltd’s negligence) for any loss of profit or goodwill or opportunity or reputation suffered or incurred by any third party, nor for any indirect or consequential loss.
3. Nothing in these terms will limit or exclude the liability of PAUL UK Ltd for death or personal injury caused by negligence on its part and nothing in these terms will affect your statutory rights.

6. Contact Paul Delivery Service

1. For any inquiries regarding your order, please feel free to contact us using the provided contact form or refer to our FAQ section here for answers to frequently asked questions.

7. Using Material That Appears On The PAUL UK Website

1. All rights for the text, graphics, design of the site, computer codes and all other content or interfaces, and the selection and arrangements thereof (the <<Materials>>) belong to PAUL UK Ltd or its licensors. You may print or download parts of this site and make copies of these for your own personal use only. Any other use (including without limitation any further reproduction, storage or transmission to anyone) of any Materials without our prior written permission is strictly prohibited.

8. Amendments And Variations

1. PAUL UK Ltd reserves the right to amend the terms of this Agreement from time to time. Your continued use of any part of the PAUL website after any such amendment will constitute your acceptance of the amendment or amendments concerned. You should therefore regularly visit these terms and conditions to ensure that you keep up to date with your rights and obligations under this Agreement. If any such amendments are considered in the reasonable opinion of PAUL UK Ltd to be material, notice of the amendments will be emailed to all registered users of the PAUL website at their registered email address.

9. Jurisdiction

1. This Agreement is governed by English law and both we and you agree to submit to the exclusive jurisdiction of the English courts.

10. Allergies Warning

1. PAUL UK products may contain traces of nuts and wheat and other allergens. While we take steps to minimise the risk of cross contamination, we cannot guarantee that any of our products are safe to consume for people with allergies. For full nutritional information on the products within our product range please contact our customer service team here or visit the Allergen Information page on the PAUL UK website here.

11. Access/ Force Majeure

1. In the event we cannot fulfil obligation to you under this agreement due to any event beyond our reasonable control, we will do our best to notify you and as such we will be relieved of our obligations to you under these terms and conditions to the extent that our service is hindered by such an event.

12. EGift Cards

1. PAUL EGift Card is a virtual gift card and can be redeemed online at https://www.paul-uk.com/. The EGift Card can be used as part or full payment for the purchase from our website. This gift card is not redeemable in stores. ​
2. Please protect your EGift Card and treat it as cash; we cannot replace lost, stolen or damaged cards.​
3. The EGift Card will expire 12 months from purchase. We will not refund any balance remaining and we will invalidate the card.​
4. EGift Cards can be purchased online at https://www.paul-uk.com/ with a minimum value of £10 and a maximum value of £500.​
5. EGift Cards cannot be exchanged for cash. We do not give change or refunds on EGift Cards.​
6. EGift Cards cannot be used to purchase other EGift Cards.​
7. If the total order value is less than the value of the card, any balance will remain on the card and may be applied to future purchases, provided that the card has not expired.
8. Should any goods purchased using the EGift Card require refunding, a refund will be made back on to a gift card balance.​
9. If you place an order at https://www.paul-uk.com/ using a EGift Card and subsequently cancel the order before delivery, monies owed will be refunded to your EGift Card. This does not affect your statutory rights.​
10. We reserve the right to refuse to accept a EGift Card which we deem to be tampered with, duplicated or which otherwise is suspected to be affected by fraud.​
11. We reserve the right to amend the EGift Card terms and conditions from time to time, where we consider it reasonable and necessary to do so.​

13. Collection Policy

1. Orders placed for collection must be collected on the specified date and collection time chosen during the ordering process. To maintain the quality and freshness of your order, timely collection is essential.
2. As our products are made to order, we regret that we are unable to cancel or change the collection date and time on the day of collection. If you need to reschedule or modify your collection date and time, please inform us no later than midday (12:00pm) the day before collection/delivery date. This advance notice allows us to adjust our production schedule accordingly. We cannot accept cancellations via voicemail or direct messages on social media. Any amendments or cancellations must be confirmed either by a member of our staff or in writing.
3. We understand that unexpected situations may arise. If you anticipate a delay in your collection time, please contact your selected store or our customer support team. We will do our best to accommodate reasonable delays, but it's essential to notify us promptly to avoid any inconvenience.
4. If an order is not collected on the specified date and time without prior notice or rescheduling, we reserve the right to consider the order as a no-show. In such cases, the order will not be eligible for a refund or rescheduling.
5. We value clear and timely communication with our customers. Please reach out to us via the 'contact us' form, or in-person at our store for any concerns or inquiries related to your order.
6. If you notice any damages or issues with your purchased item, please notify our staff immediately. We cannot be held responsible for any issues that are not reported in-store.
7. Orders placed for collection must be collected on the specified date and collection time chosen during the ordering process. To maintain the quality and freshness of your order, timely collection is essential.
8. As our products are made to order, we regret that we are unable to cancel or change the collection date and time on the day of collection. If you need to reschedule or modify your collection date and time, please inform us no later than midday (12:00pm) the day before collection/delivery date. This advance notice allows us to adjust our production schedule accordingly. We cannot accept cancellations via voicemail or direct messages on social media. Any amendments or cancellations must be confirmed either by a member of our staff or in writing.
9. We understand that unexpected situations may arise. If you anticipate a delay in your collection time, please contact your selected store or our customer support team. We will do our best to accommodate reasonable delays, but it's essential to notify us promptly to avoid any inconvenience.
10. If an order is not collected on the specified date and time without prior notice or rescheduling, we reserve the right to consider the order as a no-show. In such cases, the order will not be eligible for a refund or rescheduling.
11. We value clear and timely communication with our customers. Please reach out to us via the 'contact us' form, or in-person at our store for any concerns or inquiries related to your order.
12. If you notice any damages or issues with your purchased item, please notify our staff immediately. We cannot be held responsible for any issues that are not reported in-store.

14. In Store Purchases

1. Customers must notify us of any issues on the day of purchase. Anything reported outside of this timeframe will not be accepted. We highly recommend speaking with the manager while in-store or contacting our Customer Support Team directly via our online form here.