T&Cs

YOUR ORDER

PLEASE NOTE ANY SHIPMENTS AFTER 12TH DECEMBER WILL NEED TO BE SENT BY COURIER OR BY SPECIAL DELIVERY, PLEASE ENSURE THAT YOU SELECT THE CORRECT DELIVERY OPTION AT THE CHECKOUT.

Please note that we are NOT able to offer a same day despatch service, as our muffins are baked and decorated to order. Special Delivery guaranteed next day, means delivery the day following despatch.

All orders received by 3pm on working days will be processed and despatched (sent) the following working day, unless a later despatch date is requested. Orders received after this time and on non-working days will be processed and despatched within 2 working days, again unless otherwise requested. We are unable to deliver muffins on Mondays; current transport provisions would result in muffins being delayed in transit over the weekend and consequently they would not be at their freshest when they arrived.

If you require your order to arrive on a specific or particular date please ensure you choose an overnight delivery option at the checkout, either courier or special delivery, as First Class post does NOT give a guaranteed arrival day.

Please ensure the recipients name & address are entered in the delivery address at the checkout, otherwise your parcel will be sent to your billing address.

Should we need to contact you concerning your order we will initially do so by e mail, so please do check to ensure that we do not go to your Spam!

If you have an urgent request or special delivery requirements please tell us by filling out the "Delivery Instructions" field in the order section alternatively e-mail us at info@muffinheaven.co.uk, or telephone us and we will do our utmost to accommodate your requirements.
 
DELIVERY POLICY

The price for our muffins includes the cost of our normal delivery service, as follows: 

Muffin Hugs and 4 packs

These are sent by Royal Mail First Class Recorded Post (usual delivery time 1-2 days from despatch) and require a signature upon delivery. They can be sent to UK mainland addresses. Please note if you require a GUARANTEED delivery date or time, you will need to choose from the Special Delivery options at the checkout. 

Boxes of 8 or 12 muffins

These are sent by courier, available for delivery to UK mainland addresses and must be signed for on delivery. They are delivered the next working day after despatch usually between 9am and 5pm. We recommend that you ensure somebody will be available to sign for the delivery. The courier will where possible leave the delivery with a neighbour if unable to gain a signature at the delivery address.

If you require a more specific delivery time, or a Saturday delivery, these are available at extra cost - please choose from the drop down options at the checkout. These must be specified at the time of ordering. No deliveries can be made on Sundays, Mondays or Bank holidays.

We are not able to send to BFPO address, as Royal Mail specify no perishable goods - sorry

 
Delivery Zones

Please contact us should you require delivery to one of the following postcodes:

AB31 to AB38, AB40-56HS, IV1-28, IV31, IV32, IV36, IV40-49, IV51-56, IV63, KA27, KA28, KW1 to KW17, PA20-38, PA41-49, PA60-78, PH4- PH44, PH49, PH50, ZE, Northern Ireland (BT), Isle of Man (IM), Republic of Ireland and Channel Islands.
Our Boxes

Our muffins are carefully wrapped, held snugly in place by our ingeniously designed inserts and are sent out in boxes specially commissioned for Muffin Heaven. The boxes despite being made from recyclable cardboard are very strong and are designed to protect the muffins during their journey. We carefully balance the need for any extra packaging, to ensure your box of muffins arrive safely, against the unnecessary use of extra packaging.

We also have a special keepsake which is a beautiful box - tied with a quality ribbon, which makes for a very special gift. The keepsake boxes are available in a variety of colours. These beautiful gift boxes are almost entirely handmade only the slot for ribbon attachment is semi-automated. Our box supplier is committed to ensuring that the boxes are produced in good, fair working conditions, which they verify by inspection, and ensure no child labour is employed either in the production of the boxes or anywhere in the factory.

None of our boxes will fit through a letter box so it is important that somebody is there to receive the parcel or alternative arrangements are in place. 

TERMS & CONDITIONS

All muffins are handmade and decorated and may therefore vary slightly in shape and size, and the decorations may differ from those shown on the website.

Orders received by 3pm on working days will normally be processed and despatched the following working day, unless a later despatch date is requested. Orders received after this time and on non-working days will normally be processed and despatched within 2 working days. If you require an alternative despatch date please specify in the “Delivery Instructions”, and we will endeavour to meet your request.

Orders for Muffin Hugs and 4 packs are sent by Royal Mail First Class Recorded delivery, larger orders are sent by courier, unless an alternative method is selected and paid for.

None of our boxes will fit through a letter box so it is important that somebody is there to receive the parcel or alternative arrangements are in place. Please note that orders being sent to business addresses, hospitals or hotels are normally left at reception and we cannot be held responsible for any failure in delivery after this point.

Courier despatches will usually be delivered between 9am - 5pm the next working day following despatch. However, as the delivery is out of our hands once with the courier or Royal Mail, we cannot be held responsible for delays.

It is the customer's responsibility to ensure the delivery address is correct, postcodes must be supplied, as we cannot accept liability for late or failed deliveries due to errors. If in doubt, please use the Post Office address service.

Your muffins will be very carefully packaged so that they arrive in perfect condition. In the unlikely event that the muffins appear to have been damaged during transit, you must notify us within 24 hours of receipt. Any replacement muffins, refunds or compensation will be considered, and may be granted at our discretion and only in the event that the muffins are damaged beyond reasonable use up to a maximum of the price paid. We will require evidence of any damage, which must be received within 7 days of the original delivery.

If your muffins appear to have been lost in transit, you must notify us within 48 hours of expected delivery. In these circumstances compensation may be available up to a maximum of the price paid, if the courier cannot trace and confirms the loss.

We can include a special message with your gift and this will be reproduced exactly as you type it onto the gift tag. We reserve the right to reject any message that we consider might offend the recipient.

By placing an order with Muffin Heaven, either through our website, over the telephone or by email you are agreeing to these terms.

You can contact us,either by telephone on 01769 551786, by e mail at info@muffinheaven.co.uk, or by post at East Whitstone Farmhouse, Meshaw, South Molton, Devon EX36 4NG.
Cancelling an Order

As Muffin Heaven muffins are made and decorated to order, they cannot be cancelled once they are made. However, should you wish to change your order at any time, please contact us by e-mail at customerservice@muffinheaven.co.uk immediately and we will do our very best to help.


Privacy & Security Policy

Like all shopping websites, Muffin Heaven collects personal information from you when you shop online with us. We only use this information to process your orders, inform you of any delays or problems and occasionally to send you special offers and promotions (only to those customers who have agreed to accept marketing).

Our website uses Shopify to provide our storefront and may chose to pay using your credit/debit card or via Paypal or Google Checkout. This means that when you register with Paypal or Google Checkout your credit card details and your email address (should you wish this) are held separately and we do not have access to this information. Muffin Heaven only collects and uses your personal data in the course of operating our business and we NEVER pass on your details to any third party. We do NOT store credit card details nor do we share customer details with any 3rd parties.

The information Muffin Heaven collects is:

Your name - so we know who to address in correspondence
Email address (either your own or a Google Checkout email) - so we can email you order confirmations, delivery notifications, delays, offers etc 
Delivery address and personal message – as advised on your order
Telephone number - we only call if we have an urgent delivery problem or we cannot reach you by email
Order details – details of the muffins you have ordered, delivery details, personal message etc.
Order history – whether you have ordered from us before and the details of that order(s)
We use the latest internet security software to ensure this information is protected to the highest standards and all computers are password protected.

Shopify is a hosted application that allows businesses to set up an online store to sell their goods. It organises our products, allow us to customise our storefront, accept credit card payments through a payment gateway, track and respond to orders.

Both Paypal & Google Checkout provide a secure payment processing service. Customers who use this method can buy quickly and securely, using a single username and password. Muffin Heaven uses their services to process your orders and charge the credit or debit cards of our customers. Muffin Heaven does not have access to your credit or debit cards details.

Data Protection

Muffin Heaven observes closely the provisions of The Data Protection Act 1998. We will never pass your details on to a third party for marketing purposes. In following the principles enshrined in the 1998 Data Protection Act we only use data for the specific purposes it is collected, we ensure that the data is adequate, relevant and not excessive, it is accurate and up to date, it is not kept beyond fulfilling the purpose for which they are collected and is kept secure. If you have questions about your personal data or our privacy policy, please contact us at info@muffinheaven.co.uk. To see all the information we have about you, and to correct any inaccuracies, please write to: Customer services, Muffin Heaven, East Whitstone Farmhouse, Meshaw, SOUTH MOLTON, Devon, EX36 4NG.

Cookies

Cookies are small text files that websites send to your computer. Cookies make the interaction between users and websites faster and easier. Cookies are not computer programs, and can't read other information saved on your hard drive. They cannot be used to disseminate viruses, or get a user's email address etc. They only contain and transfer to the website as much information as the users themselves have disclosed to that website. Google cookies - When you access a Google Checkout web page, Google send one or more cookies - a small file containing a string of characters - to your computer to uniquely identify your browser. Google use cookies to improve the quality of its service by storing user preferences and tracking user trends. Shopify uses cookies to record current session information.

01769 551786 | info@muffinheaven.co.uk