Terms and Conditions

Last updated: 5 July 2026

These Terms and Conditions apply to orders placed through the Lothian Bakery website and to any goods or services supplied by Lothian Bakery.

By placing an order with us, you agree to these Terms and Conditions. Please read them carefully before ordering.

1. About us

This website is operated by Lothian Bakery.

Business name: Lothian Bakery
Trading address: 3a norwood industrial estate, EH47 8HB 
Email: sales@lothianbakery.co.uk
Telephone: 01501741777
VAT number: Available when applicable

Our website is powered by ShopWired. Payments may be processed securely by third-party payment providers such as Stripe, PayPal or other payment services shown at checkout.

2. Our products

We sell freshly baked bakery products, cakes, rolls, breads, pastries and other food items.

Most of our products are freshly made, perishable and intended to be eaten shortly after delivery or receipt. Product images are for guidance only. Because our products are handmade, there may be natural differences in size, shape, colour, finish and appearance.

We do our best to keep product descriptions, prices and availability accurate. If we discover an error after you place an order, we may contact you to correct the order, offer an alternative, or cancel and refund the affected item.

3. Ordering from us

When you place an order, you are making an offer to buy the products in your basket. Your order is accepted when we confirm it or begin preparing it.

You are responsible for checking that your order details are correct before placing the order. This includes the products, quantities, delivery or dispatch date, delivery address, postcode, contact details and any delivery instructions.

We may refuse, cancel or refund an order where:

• the product is unavailable;

• the address is outside our delivery area;

• the delivery instructions are unsafe or unsuitable;

• payment has not been received or has failed;

• there has been a pricing or product error;

• we believe the order has been placed fraudulently or abusively;

• we are unable to fulfil the order for reasons outside our reasonable control.

If we cancel an order, we will refund any amount paid for the cancelled items.

4. Prices and payment

Prices are shown on the website in pounds sterling.

Delivery charges, where applicable, will be shown before you complete your order. The total price payable will be shown at checkout before payment is taken.

Prices may change at any time, but changes will not affect orders we have already accepted unless there has been an obvious pricing error.

Payment must be made using one of the payment methods offered at checkout. We do not store your full card details.

5. Local delivery

Local delivery is available only to the delivery areas shown on our website or accepted at checkout.

Our usual local delivery window is approximately:

• Monday to Friday: 1:00am to 5:00am

• Saturday: 1:00am to 6:00am

• Sunday: 1:00am to 8:00am

These times are approximate and may vary because of route changes, weather, traffic, driver availability, order volume, vehicle issues or other circumstances outside our reasonable control.

The usual cut-off time for next-day local delivery is 2:00pm, unless stated otherwise on the website. Orders placed after the cut-off may be moved to the next available delivery date.

Customers must provide a complete and accurate delivery address. Where possible, you should provide a safe place such as a storage box, delivery box, bench, porch or other protected area.

For driver safety and route practicality, we do not deliver inside blocks of flats, to upper floors, or to locations where our driver would need to enter unsafe, unsecured or unsuitable premises. We may leave the order at the safest accessible point available, or we may cancel/refund the order if delivery is not practical.

If you ask us to leave an order in a safe place, the order is treated as delivered once it has been left there. We are not responsible for loss, theft, weather damage, animals, birds, heat exposure or interference by third parties after delivery to the requested or available safe place.

6. Postal delivery

Postal orders are dispatched using the postal service shown at checkout.

The date selected for postal orders is the dispatch/posting date unless we clearly state otherwise. It is not a guaranteed arrival date.

We package postal orders carefully, but fresh bakery products can be affected by postal handling, compression, heat, cold, delays or other transit conditions. We are not responsible for delays caused by Royal Mail, couriers, strikes, weather, incorrect addresses, missed deliveries or other events outside our reasonable control.

If a postal order arrives damaged, spoiled, delayed or incomplete, please contact us promptly and provide:

• your order number;

• photographs of the outer packaging;

• photographs of the products;

• details of the issue;

• the date the parcel arrived.

We will review the issue and decide whether a refund, replacement or partial refund is appropriate.

7. Delivery addresses and failed delivery

You are responsible for providing the correct delivery address and contact details.

We are not responsible for failed, delayed or misdirected deliveries caused by:

• an incorrect or incomplete address;

• no safe place being available;

• inaccessible premises;

• locked gates or blocked access;

• unclear delivery instructions;

• refusal to accept delivery;

• failure to collect or rearrange a postal delivery;

• the parcel being left unattended after delivery.

Because our products are fresh and perishable, we may be unable to resend or refund orders where delivery failed because of incorrect customer information or lack of access.

8. Allergens and food safety

Our bakery handles ingredients containing allergens, including cereals containing gluten, milk, eggs, soya and other allergens.

We take care when preparing food, but we cannot guarantee that any product is completely free from traces of allergens unless we have expressly confirmed this in writing.

Customers with allergies, intolerances or special dietary requirements must check the product information carefully and contact us before ordering if they are unsure.

Allergen information is provided on our website where available and may also be provided on packaging, labels, enclosed information or on request.

If you have a severe allergy, please contact us before placing an order. We may refuse an order if we do not believe we can safely meet the allergy requirement.

9. Storage and consumption

Our products should be stored and consumed according to any instructions provided with the product or shown on the website.

Fresh baked goods should normally be consumed as soon as possible after delivery. Some products may need to be refrigerated. Some products may be suitable for freezing, but this depends on the item.

We are not responsible for deterioration caused by incorrect storage, delay in opening the parcel, heat exposure, freezing, refrigeration where unsuitable, or consumption after the recommended period.

10. Changes and cancellations by customers

If you need to change or cancel an order, please contact us as soon as possible.

We will do our best to help, but changes and cancellations are not guaranteed.

Because most of our products are fresh, perishable, made to order or prepared for a specific delivery/dispatch date, you may lose the right to cancel once we have started preparing, baking, packing or dispatching your order.

If we are able to cancel your order before preparation has started, we will refund you using the original payment method.

11. Returns, refunds and statutory rights

Nothing in these Terms and Conditions affects your statutory rights.

Because our bakery products are fresh and perishable, we generally cannot accept returns or offer refunds simply because you have changed your mind.

However, you may be entitled to a refund, replacement or other remedy if goods are faulty, damaged, unsafe, not as described or not fit for purpose.

If there is a problem with your order, you must contact us promptly after delivery or receipt. Please provide your order number, details of the problem and photographs where relevant.

We may ask you to keep the product and packaging while we review the issue.

Refunds, replacements and partial refunds are considered on a case-by-case basis, taking into account the nature of the product, the problem reported, the evidence provided and the delivery circumstances.

12. Non-perishable items

If we sell any non-perishable goods that are not made to order, personalised or sealed for hygiene reasons, different cancellation rights may apply.

For qualifying non-perishable items bought online, you may have the right to cancel within 14 days of receiving the item and return it within a further 14 days. Returned items must be unused, unopened where applicable, and in a resaleable condition.

This section does not usually apply to fresh bakery products or other goods that are liable to deteriorate or expire rapidly.

13. Product availability and substitutions

Products are subject to availability.

If an item is unavailable, we may contact you to offer an alternative, move the item to another date, refund the item, or cancel the order.

We will not substitute a materially different product without your agreement, unless the substitution is minor and does not materially affect the order.

14. Promotions, discounts and gift vouchers

Promotions, discount codes and special offers may be changed or withdrawn at any time.

Only one discount code may be used per order unless stated otherwise.

Discounts cannot usually be applied retrospectively after an order has been placed.

Gift vouchers, if offered, are subject to any expiry date and conditions shown at the time of purchase.

15. Customer behaviour

We reserve the right to refuse service, cancel orders or block future orders where a customer is abusive, threatening, fraudulent, repeatedly unreasonable, or misuses our website or staff contact channels.

16. Website content

The content on our website is provided for general information and ordering purposes.

We try to keep information accurate and up to date, but errors may occasionally occur. We may update, change or remove website content at any time.

You must not copy, reproduce, sell or exploit any part of our website, branding, product descriptions, photographs or other content without our written permission.

17. Third-party links and services

Our website may contain links to third-party websites or use third-party services, including payment providers, delivery providers, analytics tools or embedded content.

We are not responsible for third-party websites, services, policies or content. You should review the relevant third-party terms and privacy policies where applicable.

18. Personal information

We handle personal information in accordance with our Privacy Policy.

When you place an order, we use your information to process payment, fulfil your order, arrange delivery, contact you about your order and comply with legal obligations.

Please read our Privacy Policy for more information about how we collect, use and store personal data.

19. Events outside our control

We are not responsible for failure or delay caused by events outside our reasonable control, including but not limited to severe weather, traffic disruption, vehicle breakdown, staff illness, supplier failure, postal or courier delays, strikes, power cuts, equipment failure, system outages, fire, flood or government restrictions.

Where such an event affects your order, we will try to contact you and find a reasonable solution.

20. Limitation of liability

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 breach of your statutory rights.

Subject to that, our liability is limited to the price paid for the affected product or order.

We are not responsible for indirect losses, business losses, loss of profit, loss of opportunity, or losses caused by incorrect customer information, failed access, unsuitable safe places, postal delays or events outside our reasonable control.

21. Changes to these Terms

We may update these Terms and Conditions from time to time.

The version that applies to your order is the version published on our website at the time you place the order.

22. Governing law

These Terms and Conditions are governed by the law of Scotland.

If you are a consumer, you may also have rights under the laws of the country or part of the United Kingdom where you live. Nothing in these Terms affects those mandatory consumer rights.

23. Contact us

If you have any questions about these Terms and Conditions, your order, delivery, allergens, refunds or cancellations, please contact us:

Email: enquiries@lothianbakery.co.uk
Telephone: 01501741777
Address: 3a Norwood industrial estate, EH47 8HB