TERMS OF SERVICE
Last updated: 4 August 2026
1. ABOUT US AND THESE TERMS
These Terms of Service ("Terms") apply when you use https://www.scandalnycookies.com (the "Website") or order products from Scandal NY Cookies ("we", "us" and "our").
Our contact details are:
Scandal NY Cookies
37 Maritime Road
Stockton-on-Tees
TS18 2FZ
United Kingdom
Email: info@scandalnycookies.com
Telephone: 07728 677375
Our online store is hosted by Shopify. Your contract for the purchase of our products is with Scandal NY Cookies, not Shopify.
Please read these Terms before placing an order. By placing an order, you agree to these Terms, our Privacy Policy, Refund Policy and any product-specific information shown before checkout. Nothing in these Terms limits rights that cannot lawfully be limited under UK consumer law.
2. USING THE WEBSITE
You must use the Website lawfully and provide accurate, current and complete information when placing an order or creating an account. You are responsible for keeping account credentials confidential and for activity carried out through your account, except where that activity results from our failure to protect the account as required by law.
You must not misuse the Website, introduce malicious code, attempt unauthorised access, interfere with its operation, scrape it in a way that causes harm, or use it to infringe another person's rights.
3. PRODUCTS AND HANDMADE VARIATION
We take reasonable care to describe and photograph our products accurately. Because our cookies and other baked goods are handmade, reasonable differences in shape, size, colour, finish, topping placement and decoration may occur. Device displays can also affect how colours appear. These minor differences are not faults if the product otherwise matches its description and is of satisfactory quality.
Product availability, flavours, decorations and packaging may change. Any substitute that materially changes an order will be made only with your agreement. We may limit quantities where reasonably necessary, including for stock, production-capacity or fraud-prevention reasons.
4. INGREDIENTS, ALLERGENS AND FOOD SAFETY
Ingredients and allergen information are provided before you complete an order on the relevant product page or during the ordering process, and again when the product is delivered or collected on its label or accompanying information. You must review this information before ordering and again before consumption, particularly when ordering for another person.
Our preparation environment handles allergens including wheat/gluten, milk, eggs, soya, peanuts and tree nuts. Cross-contamination is possible, and we cannot guarantee that any product is completely free from traces of an allergen. If you or the intended recipient has an allergy or intolerance, contact us before ordering. Do not rely on a product name, photograph or previous order, because recipes and supplier formulations can change.
Follow the storage, shelf-life and reheating instructions supplied with the product. Remove all packaging, labels, decorations that are not edible and sauce pipettes before reheating. Sauce pipettes must always be removed before the product is placed in a microwave or oven.
Nothing in this section excludes or limits any responsibility that the law does not allow us to exclude.
5. PLACING AN ORDER AND FORMING A CONTRACT
The Website lets you review and correct your order before payment. Please check products, quantities, flavours, pipette selections, personalisation, fulfilment method, requested date, address and contact details carefully.
When you submit an order, you make an offer to buy the products in your basket. An automated acknowledgement that we have received the order does not necessarily mean we have accepted it. A contract is formed when we send an order-confirmation or acceptance email, unless that message clearly states that it is only an acknowledgement.
We may decline or cancel an order for a genuine reason, including unavailable ingredients or stock, inability to meet the requested fulfilment date, an obvious pricing error, suspected fraud, an unsafe or impracticable request, or incorrect delivery information. If we cancel after taking payment, we will refund the affected amount to the original payment method.
Products sold through the Website are intended for personal or household use unless we expressly agree otherwise. Contact us separately for wholesale or commercial orders.
6. PRICES, DISCOUNTS AND PAYMENT
Prices are shown in pounds sterling and include any applicable taxes. Delivery or other optional charges are displayed before you place the order. You must expressly select any charged optional extra.
Payment is taken through the payment methods offered at checkout. You confirm that you are authorised to use the selected payment method. An order is not accepted if payment is declined or cannot be authorised.
Discount codes and promotions are subject to their stated conditions, validity period, eligible products and availability. Unless stated otherwise, discounts cannot be combined, exchanged for cash or applied retrospectively.
If a price is obviously incorrect and a reasonable customer should have recognised the error, we may contact you to offer the choice of paying the correct price or cancelling for a full refund.
7. CHANGES AND CANCELLATIONS
Our baked goods are perishable and are usually prepared to order. The statutory right to change your mind for most distance purchases does not normally apply to goods that are liable to deteriorate or expire rapidly, or to goods made to a customer's specification or clearly personalised.
If you need to change or cancel an order, contact us immediately. We may agree to a request made before ingredients have been allocated or production has started, but we cannot guarantee this. Once production or personalisation has started, we may refuse a change or cancellation where the law permits.
This section does not affect your rights if a product is faulty, unsafe, damaged, not as described or otherwise does not conform to the contract.
8. DELIVERY, POSTAL ORDERS AND COLLECTION
Available fulfilment methods, dates, lead times, locations and charges are shown on the Website and at checkout. The date shown for a postal order may be a dispatch date rather than a guaranteed delivery date; this will be identified during ordering where applicable. Carrier delivery windows are estimates unless we expressly agree a guaranteed date.
You are responsible for providing a complete and accurate delivery address and for checking it in the order confirmation. Contact us immediately if it is wrong. If an order cannot be delivered because the address was incorrect or nobody was available to receive it, we may charge reasonable additional delivery costs where permitted by law. Because the products are perishable, redelivery may not always be possible.
We remain responsible for goods until they come into the physical possession of you or a person you identify to receive them, except where you independently arrange a carrier that we did not offer. If an order is lost or damaged in transit, contact us promptly and we will investigate and provide an appropriate remedy where required.
Events outside our reasonable control, including serious weather, transport disruption, carrier interruption, power failure or supply disruption, may delay fulfilment. We will contact you as soon as reasonably possible and take reasonable steps to minimise the effect. Your statutory rights, including any right to cancel for serious or unresolved delay, remain unaffected.
For collection orders, the collection location and available time or window will appear at checkout or in the order confirmation. Bring the order confirmation or order number. If you cannot collect at the agreed time, contact us promptly. Because products are made for a selected date and are perishable, we cannot guarantee their availability or quality after the agreed collection window, and failure to collect does not by itself create a right to a refund.
9. QUALITY PROBLEMS, DAMAGE AND INCORRECT ORDERS
Products must be of satisfactory quality, fit for their usual purpose and as described. If an order is damaged, incorrect or appears defective, contact us as soon as possible. Because the products are perishable, contacting us within 24 hours of delivery or collection and providing clear photographs helps us investigate the issue. The 24-hour request does not remove any statutory right you may have.
Depending on the circumstances and the law, an appropriate remedy may be a replacement, partial refund or full refund. Do not return food unless we ask you to do so. We may reasonably request photographs, the product label, batch information or other evidence needed to assess the problem.
We are not responsible for deterioration caused after delivery or collection by failure to follow supplied storage, shelf-life, handling or reheating instructions.
Further information is available in our Refund Policy at https://www.scandalnycookies.com/policies/refund-policy.
10. PERSONALISATION AND CUSTOMER-PROVIDED CONTENT
You are responsible for checking the spelling, wording, date and other details of a gift message or personalisation request before ordering. We may refuse content that is unlawful, abusive, discriminatory, infringing, unsafe or otherwise inappropriate.
You confirm that you have the right to provide any text, image or other material submitted for an order. You grant us a limited permission to use that material only as needed to produce and fulfil the order and deal with related customer service.
11. REVIEWS AND FEEDBACK
If you submit a review, photograph, suggestion or other feedback for publication, you confirm that it is truthful, lawful and does not infringe another person's rights. You give us a non-exclusive, worldwide, royalty-free licence to host, reproduce and display that content for our business and marketing purposes, with edits limited to formatting, length or the removal of personal information. You retain ownership of your content and may ask us to stop using it in future marketing, although this may not affect material already printed or lawfully published.
12. INTELLECTUAL PROPERTY
The Website and its original text, photographs, graphics, branding, designs, videos and other content are owned by or licensed to us and are protected by intellectual-property law. You may view the Website and retain an order confirmation for personal use. You must not reproduce, sell, commercially exploit, modify or distribute our content without permission, except where the law allows.
13. THIRD-PARTY SERVICES AND LINKS
The Website may contain links to third-party sites or use services supplied by Shopify, payment providers, review platforms, social networks and other providers. We are responsible for our sale of products to you, but we do not control independent third-party websites or services. Their own terms and privacy notices apply when you use them.
14. OUR RESPONSIBILITY TO YOU
We are responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. Loss is foreseeable if it was obvious that it would happen 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, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or breach of rights that cannot be excluded under consumer law.
If you use products for a commercial, business or resale purpose without a separate written business agreement, we are not responsible for loss of profit, revenue, business, opportunity or goodwill to the extent the law permits. This does not affect rights you have as a consumer.
Nothing in these Terms makes us responsible for loss caused by information or instructions you supplied incorrectly, misuse after delivery, or an event outside our reasonable control, except to the extent that we caused or should reasonably have prevented the loss.
15. PRIVACY
We process personal information in accordance with our Privacy Policy at https://www.scandalnycookies.com/policies/privacy-policy. Please read it to understand what we collect, why we use it, who we share it with and your rights.
16. SUSPENSION OR TERMINATION OF WEBSITE ACCESS
We may suspend or restrict access to the Website where reasonably necessary for maintenance, security, suspected misuse or legal compliance. We may close an account that is used unlawfully or in serious breach of these Terms. This does not remove rights or obligations relating to an order already accepted, unless cancellation is permitted by these Terms or by law.
17. CHANGES TO THESE TERMS
We may update these Terms to reflect changes to our business, fulfilment methods, Website or legal obligations. The version that applies to an order is the version made available when the order was placed. We will publish updated Terms on the Website and change the "Last updated" date.
18. GENERAL TERMS
If a court finds part of these Terms unlawful or unenforceable, the remaining parts will continue to apply.
If we delay enforcing a right, that does not mean we have waived it.
We may transfer our rights and obligations under these Terms to another organisation, but only in a way that does not reduce your rights. You may transfer your rights only where the law allows or where we agree in writing.
No person other than you and us has a right to enforce these Terms, except where the law expressly provides otherwise.
19. GOVERNING LAW AND DISPUTES
These Terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you retain the benefit of any mandatory consumer protections that apply where you live.
You may bring court proceedings in England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the United Kingdom where you live.
Please contact us first so that we can try to resolve a complaint directly.
20. CONTACT
Questions, complaints or notices about these Terms or an order should be sent to:
Email: info@scandalnycookies.com
Telephone: 07728 677375
Post: Scandal NY Cookies, 37 Maritime Road, Stockton-on-Tees, TS18 2FZ, United Kingdom
