Terms & Conditions

Benarii Bakehouse & Conditions

By ordering from Benarii Bakehouse you agree to the following Terms & Conditions:

  1. If a customer needs to amend or cancel an order due to any other circumstances it will be subject to our standard T&Cs.

  2. Bespoke cake orders
    1. Payment is needed to confirm any order and until payment is received your order cannot be guaranteed.
    2. We reserve the right to cancel any order still awaiting payment on the delivery date. Issuance and receipt of your invoice is taken as confirmation of your order and because we may have had to turn away other clients and start preparations for your order, invoices will remain payable in the event of cancellation or postponement.
    3. Bespoke cake orders are made by hand, typically one or two days before your confirmed delivery date. All bespoke cake deliveries are undertaken by Benarii Bakehouse or a courier arranged by Bakehouse. Please ensure someone is available at the delivery address on the day of your order. If there is no-one on hand to receive the your cake delivery, we will do our best to either:
    4. Leave them with a safe person (e.g. a neighbour, receptionist, caretaker etc). Please note that Benarii Bakehouse cannot accept any liability for the treatment of your order or mishandling once a delivery has been made and the package signed for.
    5. With your prior written authorisation, leave them in a safe place. This is not an option for cakes that require chilling (e.g. cream cakes). A ‘safe place’ would typically be a secure location on your property that can reasonably accommodate a food delivery (i.e. so not directly on the floor). Please note that Benarii Bakehouse cannot accept any liability for the treatment of your order or mishandling once a delivery has been made.
    6. We’re unable to keep hold of the cakes for re-delivery and they will be left at the address you have given us. If you would like us to deliver to your place of work or somewhere with a mailroom/courier point we are happy to do so, but 4(c)(i) and 4(c)(ii) above still apply. All our drivers are instructed in the correct handling of the cakes and will always pass this information on to the person receiving the delivery, but once the cakes are signed for we cannot accept liability for the subsequent mishandling of your cakes.
    7. If arranging your own collection we would advise always booking a van or car, rather than a motorbike. We cannot accept liability for any damage that occurs in transit.
    8. Unless otherwise agreed, the price paid for one set of cake samples will be deducted from the final price of the next bespoke cake order you make within the next two years.

  3. Cookie orders
    1. Cookie orders ship within the UK only, via next day delivery. You will receive a notification on the day we ship. All deliveries will be fully tracked.
    2. In order to allow time for your order to be baked, dispatch can take up to two working days. We’re unable to dispatch on Sundays, and so if your dispatch falls on that day it will be dispatched on Monday instead (or Saturday).
    3. Please note that though all products are freshly baked we cannot accept liability for delays due to our delivery partners. These delays are very rare and if there are any issues with delivery you will typically be notified on the day. Please ensure someone is available to receive your delivery, or that you request a safe place/delivery to neighbour on the day.
    4. If an attempted delivery is unsuccessful, delivery will typically be tried again the next working day, but because of the freshly baked nature of the product we cannot attempt further deliveries. We also cannot take responsibility for non-deliveries occurring as a result of errors with your shipping address or unavailability on the day of delivery.
    5. For some areas we’re unable to provide a next day service. We will notify you if this is the case, and provide the option to go ahead with another service. If you have ordered multiple items together we will endeavour to ship your order together.
    6. For custom combination boxes, you will need to tell us the six cookies you’d like in your box. Dispatch will be delayed until we have this information.
    7. If the information is not provided or something is unclear (e.g. you somehow request less than 6 cookies) we’ll contact you via email. If 7 days pass and we are still not clear on what you want in your cookie box, we’ll cancel your order and issue a full refund.

  4. Amending an order
    1. If you need to change the date or details of your order or cancel it altogether please contact us as far in advance as possible. Once your order has been baked and dispatched, we will not be able to cancel or amend it.
    2. Our contact email is hello@benarii.com
    3. Cookie orders:
      1. Orders cancelled within 1 hour of being placed will receive a full refund on the order total. After this, we may start baking your cookies.
      2. If you cancel your order once they’ve started being baked, but before dispatch, we’ll provide you with a 50% refund.
      3. Orders cancelled after dispatch will not be entitled to a refund (although refunds and replacement orders are provided at our discretion).
    4. Bespoke cakes:
      1. Whether or not a bespoke cake order can be amended or cancelled will depend on your particular order (due to us needing to source decorations or materials).
      2. Typically you will be able to amend or cancel a bespoke cake order up to 7 days prior to your agreed delivery date, but we’ll let you know if this is not the case for your order.
      3. Please discuss with us if you need any amends after this.

  5. Returns
    1. All our products are baked fresh to order and we do not accept returns.
    2. Partial/full refunds or a replacement order to the same value will be given only in the event that you receive the incorrect product or if the products are shown to be of unsatisfactory quality. Should this be the case, or if you are in any way unsatisfied with the condition or quality of your bakes upon arrival you must contact us within 24 hours of receipt. Any complaints made after this time will be subject to our discretion.
    3. In some cases, you may be asked to send us photos of the issue so that we can confirm it is within our policy before issuing a refund or replacement order. We will not be able to issue a refund or replacement until we receive these photos.
    4. To open a refund or replacement query, please email us at hello@benarii.com
      Please include your name and order number in the email. We’ll get back to you within two working days.
    5. Feel free to email us about any other questions or concerns around your order should there be a problem.

  6. Images and videos of your order
    1. We reserve the right to use photos or videos of any orders we prepare on any of our websites, blogs, social media handles or any other promotional material. Unless you tell us otherwise, we will endeavour to obscure any information in your order that could reasonably be used to identify you. Common names (e.g. John, Olivia) may not be obscured, but surnames definitely will.
    2. If you would like to specifically request that we do not use pictures of your order, or that we provide you with a picture of your order we will usually be happy to do so, but you must let us know within 24 hours of placing your order via hello@benarii.com

  7. Personalised messages
    1. We reserve the right to reject any messages you supply as part of a message to be included with your order. If we choose to do so, we will notify you within 24 hours of your order, and will pause your order until you tell us how to proceed. Possible reasons for rejection include (but are not limited to):
      1. message is too long (over 250 characters)
      2. message is deliberately inflammatory, harassing or intended to bully.
      3. message is apparent jibberish (e.g. if you wrote “jqweiowoeq dkoqwdksn sndmsnd” as a message).
    2. We’ll usually let you know the reason why your message has been rejected, and invite you to create a new one.
    3. We’ll pause your order and wait for guidance for up to seven days. After seven days your order will be cancelled, and your money will be refunded in full.

Last updated on 15 August 2025.