Online Orders

Once you have completed the online checkout process, you will receive an acknowledgement of your order by email. Please check your junk inbox if this is not received within a few hours. The email will detail the product(s) you have ordered. Please note that a contract is only made once your order has been dispatched, completion of the online checkout process does not constitute acceptance of your order. If you cancel your order prior to dispatch or I are unable to fulfil the order, no contract will have been made.

There may be circumstances in which I am unable to accept your order, as detailed below. If this is the case, I will inform you in writing and will not charge you for the product.

• Your chosen product(s) is out of stock

• Your payment has been unsuccessful

• There has been an error on the product pricing or description

• Your order for personalised products contains content which I believe to be offensive, abusive, in breach of privacy or which may cause annoyance or inconvenience

• There has been an illness within the business premises and therefore any edible items cannot be created

I reserve the right to cancel your order at any time and issue a full refund. This does not affect your statutory rights.

Invoice Orders

If you have ordered a product directly, via social media platforms for example, you will receive an invoice which will include order details, payment information and agreed timescales. The invoice must be paid by the date detailed otherwise the timescales may vary or your order will not be accepted.

Order Number

An order number will be detailed within the order acknowledgment email or on the invoice provided. If you need to contact me regarding your order, please provide this number in your correspondence.

All items are bespoke to order and I do not keep any stock.

Information on the edible icing sheets, such as allergen information, ingredients list and user guides, can be found here. It is your responsibility to ensure that you aware of the allergens and, if you are selling products containing these sheets, provide your own clients with this information.

Whilst I may offer advice on how to use the edible prints and help on getting the best results from your edible print, I cannot be held responsible for how you use the prints and the results you achieve with them.

Please note that, although I always strive for accuracy, images may appear slightly different to how they are shown on listings. They may not be as bright as displayed on your screen, as the screen you are viewing on is lit and edible inks, in particular, are not as vibrant as regular inks. Occasionally there may be small variations in colour, typefaces and layout.

Best Before Dates

Icing sheets will have minimum of 2 months to be used by at time of dispatch. The best before date will be detailed on the packaging of the icing sheet.

Personalisation

I aim to provide a fast, high-quality service, so I may begin creating your order on the same or next working day. Please therefore double-check your order on screen and your acknowledgement email carefully to check that all the details are correct. I cannot refund items where the personalisation has been mis-spelt due to an error made by you so please ensure these details are correct at the time of purchase. I cannot change an order once it has been paid for. Provided I have not sent you an email confirming dispatch, I may be able to cancel your order where you have noticed an error and you can re-order your product(s).

If you are providing a photo, images must be in JPEG or PNG format. Any other format such as Word documents and PDFs cannot be accepted. For best results, I advise that the image dimensions should be approximately 1,000 pixels for the smallest edge of your photos. I print images at 300DPI (Dots Per Inch), so if you are scanning the image I recommend you use this setting. I also recommend that you only use bright, high resolution images at all times, failure to do so may result in a lack of print quality.

Any content (images or text) which you upload must not (without limitation):

• violate the intellectual property rights or the right to privacy of any third party

• be defamatory of any person or otherwise be threatening, abusive or harass, upset, embarrass, alarm or annoy any other person

• be obscene, offensive, hateful or inflammatory

• promote sexually explicit material, violence, discrimination of any kind or any illegal activity

I have the right to disclose your identity to any third party who is claiming that any content posted, uploaded or provided by you constitutes a violation of their intellectual property rights.

Design Drafts

Drafts are not available for some products on the Website, such as cake toppers. When placing an order on the Website, I will use the text/information provided, within your order, to personalise the designs you have chosen.

For personalised edible icing sheet or sticker items, you will have the option to receive a draft. If you are keen to see your design prior to printing, I suggest requesting a draft to ensure you are completely happy with your order. By selecting a draft, I will provide a digital screen print of your order to ensure it is to your requirement, this will be provided via email (please do keep an eye on your junk mailbox as I sometimes end up in there!).

Please ensure you reply to any design drafts in a timely manner to ensure there isn’t a delay to your dispatch timescale. I cannot be held responsible for any delays due to a delayed response or the need for numerous design changes (please also see the below information regarding design changes).

If you choose not to receive a draft, I will design your sheet by following any instructions you provide on your order and send this straight to print.

If you are providing images and are unsure of the size or the quality of these then please select a draft. However, if I believe your image is of very low quality I will always contact you to advise, you can either process with the image or email a new image to be printed.

Custom Orders

Significant or repeat design changes may incur an additional charge which will be calculated and confirmed at the time. Please allow for this if you have specific requirements/briefs. I will do my upmost to request all the details required as to minimise the need for this and ask for you to provide as much information and/or inspiration images as possible.

If I have created a custom order and you are unhappy after seeing a draft and an attempt at redesigning it, you may cancel your order and not incur any further design fees. However, you will not receive a full refund for this.

On my Website, you can pay for your goods using a credit or debit card or any other payment option that I may offer from time to time. You will see the options on the payment page of your order.

If you are ordering directly, via social media for example, and receive an invoice, this is paid via a bank transfer. This can be done manually or I can provide a quick and easy payment link for your convenience.

Postage & Packaging

Prices are shown exclusive of postage and packaging charges. These will be displayed separately at the checkout stage and are also detailed below.

Postage options are as follows, using Royal Mail services. Orders are typically dispatched on Monday, Tuesday, and Friday:

• Tracked 48: £2.70 (Delivery date not guaranteed; currently advised as 48 hours from dispatch)

• Tracked 24: £3.50 (Delivery date not guaranteed; currently advised as 24 hours from dispatch)

• Special Delivery by 1pm: £9.50 (Guaranteed next working day delivery)

Proof of postage is obtained for all orders and will be provided should you wish to make a claim against Royal Mail for late or non-delivery.

If you select a guaranteed postal service and your item is not delivered (or attempted to be delivered) on the specified date, we will refund the cost of postage if you choose not to claim against Royal Mail.

Postage charges are set at a flat rate, but I reserve the right to change methods and pricing at any time. The postage cost includes the stamp, envelope(s), and packaging. Most packaging will fit through a standard letterbox, so the recipient may not need to be present to receive the order. If delivery cannot be made and no one is available to accept it, the item will be returned to the nearest Royal Mail depot, with a collection note left at the address.

Postage Timescales

Royal Mail "working days" for tracked or guaranteed services are Monday to Saturday, excluding bank holidays.

It is recommended that you allow up to 3 working days for delivery, in addition to the dispatch timescale.

While informing me of the date you require your order by is helpful, this does not guarantee delivery by that date. Refunds will not be issued for orders that do not arrive within your desired timeframe.

Delivery

I understand the importance of receiving your products on time for special occasions or client orders. For non-website orders, I will notify you of available dispatch dates during the order process.

I use Royal Mail for all deliveries, but once your order is dispatched, delivery times are subject to Royal Mail's control. Therefore, I cannot guarantee any delivery dates. However, you will receive tracking information via email on the day your order is dispatched.

You will be informed of any delivery charges before I accept your order.

If my supply of products is delayed by an event outside my control, I will notify you as soon as possible and take steps to minimise the impact of the delay. In such cases, I am not liable for the delay. If there is a risk of substantial delay, you may choose to cancel the order and receive a refund for any products you have paid for but not received.

General Dispatch Information

Please note: The dispatch timescale refers to when I will SEND your order, not when it will be delivered.

Please double-check your delivery address details. If the information provided is incorrect, I am not responsible for items not received.

Collection of Orders

Orders will be prepared for the collection time agreed during the order process. Please provide an accurate collection time, as this allows me to plan your order alongside other commitments. Requests for urgent orders should be collected promptly; repeated delays after requesting priority may affect whether I can accept future orders.

Collection Location

If I am unavailable at the agreed time, your order will be placed in the shed located in the back garden. Orders will then remain in the shed until collected.

Once placed in the shed, responsibility for the order passes to you. I am not liable for any damage, deterioration, loss, or theft of your order once it has been left in the shed.

Please ensure that the shed is properly closed and secure after you collect your order. Collection from the shed should be between the hours of 7.30am - 9pm. Please do not collect outside of these times.

Communication

If you are unable to collect your order at the agreed time, you must notify me as soon as possible to rearrange collection. Failure to notify me may result in your order being placed in the shed without further notice.

Perishable and Weather-Sensitive Items

Some products, such as icing sheets, are particularly sensitive to weather conditions and should be collected as soon as possible. I cannot accept responsibility for damage or deterioration caused by delayed collection.

Uncollected Orders

Orders not collected within 3 days may be disposed of without refund. Repeat failure to collect on time may result in refusal of future orders.

Payment

All orders must be paid for in full as set out on your invoice. Orders not collected remain non-refundable.

Customer Responsibility

Please check your order upon collection. Once collected, the order is deemed to have been accepted.

I always try to send your products in perfect condition. However, if for any reason you are not happy with your order, please contact me via my email address: hello@madebykirsty.co.uk or use the Contact Form. You will need to quote your order number, your email address and provide the details of the problem with the order.

I aim to acknowledge any complaint within 7 working days, (usually it takes 1-2 days) and will do my best to resolve it within 28 days. I may ask you to take a photograph of the product to help me communicate with my suppliers and correct any future problems. Should it be necessary, I will then advise you how to return your item.

Please Note: Customised or personalized items are excluded from the regulations and cannot be returned.

Returns & Refunds

In the unlikely event that a product is faulty, or it is damaged in delivery or is the wrong item, I ask you to contact me to let me know of the problem within 3 working days and will request photographic evidence, which should clearly show the fault. I will then advise you on whether you are eligible for a refund or replacement.

Your right to a refund in accordance with these terms and conditions is in addition to any other statutory rights you may have.

If you are eligible for a refund, I will reimburse the price you have paid for the product(s) onto the credit or debit card that you paid with. Alternatively, I may offer to recreate (if applicable) and resend the item free of charge. Please note it is not policy to offer both a refund and to resend.

Refunds cannot be given if the fault is a result of your own actions such as product misuse, if personalisation is mis-spelt or if you have uploaded an image of a low resolution or incorrect size.

Goods returned to me due to non-collection, incorrect address supplied or buyer refusing delivery will not be refunded, only offered to be re-sent at the buyers cost.

Please Note: Customised or personalised items are excluded from the regulations and cannot be returned.

Cancellations

Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund of the purchase price. You will be responsible for the cost of returning these products to me safely and in a resaleable condition. You should use a secure method of returning the product to me as risk in the product will remain with you until it has been received by me.

When you don't have the right to change your mind. You do not have a right to change your mind in respect of:

• any products which are personalised; or

• any products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them. This includes any edible icing sheets.

I am committed to protecting your privacy. I will use the information that I collect about you in accordance with my Privacy Policy.

You must follow my terms and conditions whenever you use, browse, register or place an order with Made By Kirsty. It is your responsibility to know what my latest terms and conditions are.

You must:

• Only use our website for lawful reasons.

• You must not use my website in a way that is against the rights of anyone else, or that stops or limits how it is enjoyed by others.

I am not to blame for any loss or damage to you for anything that you use on my website.

You can only use, download and print my content for your own personal use or in-house business reasons. I must agree in writing before you can use my content for anything else. If you do not have my written agreement, you cannot:

• Copy, reproduce, use or deal with any of my website content.

• Modify or share any of my website content without permission.

• Reproduce, crawl or frame my website from anywhere else.

An instruction leaflet will be provided with your order to help you achieve the best results, but I have also included these below. A photographic step by step guide can be found here.

Store flat, in the resealable plastic bag provided, in a cool, dry place away from direct sunlight (18-20 deg. C) until ready to use. If stored in this way the icing sheet will last up to 6 months.

Carefully remove the plastic backing sheet before cutting out with dry, clean, sharp scissors.

When cut, apply the topper to the cake using a small amount of water, edible glue or a bit of buttercream and gently press it down onto your cake.

If you wish to back the images to sugarpaste for stability, especially for use on top of cupcakes, please follow the below instructions. This will need to be done around 3 days prior to your event in order to set fully (you could use modelling paste if you need these to set sooner than 3 days).

- Roll out sugarpaste to 3-5mm thickness,

- Using a circle cutter the same size as your toppers, cut out enough circles for your cupcakes

- Leave to dry (do not cover)

- Make buttercream for the tops of your cupcakes (For 12 cupcakes, I use 250g butter, at room temperature, mixed with 500g sieved icing sugar, and a drop of flavouring)

- Pipe your buttercream onto your cupcakes

- Using dry and clean scissors, cut along the black outlines of your icing sheet toppers

- Add a small amount of water or edible glue to your sugarpaste discs and add your toppers

- Ta-dah – Enjoy!

Do not store your toppers in the fridge or freezer as it may cause the sugarpaste to sweat and the edible inks to run.

Icing Sheet Ingredients:

All icing sheets are free from nuts, gluten and are kosher certified. Suitable for vegans and vegetarians.

Corn starch, corn syrup, sugar, maltodextrin, emulsifier (E435), glycerol, water, thickener (E414, E460), colouring (E171), antioxidant (E339), vanilla flavouring, preservative (E202)

Edible Ink Ingredients:

Yellow Ink Ingredients: water, humectant (E422), acidifier (E330), preservative (E202), food colours (E104)

Magenta (red) Ink Ingredients: water, humectant (E422), acidifier (E330), preservative (E202), food colours (E122*)

Cyan (blue) Ink Ingredients: water, humectant (E422), acidifier (E330), preservative (E202), food colours (E133)

Black Ink Ingredients: water, humectant (E422), acidifier (E330), preservative (E202), food colours (E151, E122*, E104, E133, E110)

All icing sheet prints could contain any of the above colours as different base colours are used to create the final print.

*May have an adverse effect on activity and attention in children.

Weight: 35 - 40g per sheet

I aim to send out all orders within 3-5 working days of payment. Delivery is made via Royal Mail and you can choose your shipping method at checkout.

Your icing sheet will be packaged in a resealable plastic bag, that will help your topper to stay fresher for longer. To avoid any damages I ship all my icing sheets in a cardboard backed "Please Do Not Bend" A4 (C4) envelope.

Please ensure you order in enough time before your occasion!

I cannot be held responsible for any post office delays. I will do my upmost to get your order out as soon as I can, but please allow yourself time to receive the item for your occasion.

Edible icing sheets are non-refundable. This is due to them being a food item, which cannot be resold for health and hygiene reasons.