Terms & Conditions

Temporary Terms & Conditions due to the Coronaviris Pandemic

The terms and conditions in this section relate for all orders placed on or after 13th March 2020 until further notice and are in addition to or override certain Standard Terms and Conditions :

Deliveries: We will continue to deliver products via APC couriers and Royal Mail, however should either organisation apply service restrictions as a result of the effects Coronavirus Pandemic, those restrictions will apply to any orders placed that have not been dispatched or orders that have already been dispatched.

Restrictions may be in the form of delays to delivery times as a result of, but not restricted to, delays caused by staff shortages and excess demand placed upon delivery services due to the impact of Coronavirus.

If we are notified of changes to delivery times and options you will be informed, but will not be able to cancel orders due to these changes. 

Our Ability To Trade: Should Eat My Logo be unable to fulfil an order due to challenges as a result of the Coronavirus Pandemic, we reserve the right to cancel an order. If Eat My Logo cancel an order, a full refund will be provided for all monies paid, however no compensation will be paid for the impact of the cancellation upon the ordering party. Cancellation reasons include, but are not limited to:

  • Inability for Eat My Logo to obtain the ingredients or packaging required to fulfil and order due to shortage via our suppliers,
  • The cessation or restriction of delivery options from our delivery partners,
  • If the government or local authorities instruct Eat My Logo to stop trading as part of an increased pandemic lock down,
  • If there is not sufficient workforce available to Eat My Logo as a result of staff contracting the Coronavirus or self isolating if they have reason to believe they have the virus, or have been in contact with anyone who has had the virus.


Standard Terms & Conditions

1. Ordering Eat My Logo Products

Eat My Logo require a minimum two-week lead time from order to dispatch for standard prices to apply. If orders are placed within the two-week lead time Eat My Logo reserves the right to charge a 10% express handling charge to the order. This will only be applied if overtime is required by our team to produce the order within the shorter timescales given.

2. Product Delivery

Who Will Deliver My Products:

We have various delivery partners depending upon the products to be delivered. Our most common delivery partners are:

  • Royal Mail – Non Tracked Large Letter and Small Parcel Products
  • APC Overnight Couriers – Tracked Next Day Courier offering a Fragile Delivery service
  • InXpress – Pallet delivery services are arranged via InXpress
  • DHL – International Delivery
  • We will occasionally use local dedicated couriers for specific projects.

WHERE DO WE DELIVER TO: We can deliver our products to the UK, Northern Ireland and parts of the Irish Republic. The locations listed below are classed as remote or international and will attract additional courier charges.

  • Scottish Highlands & Islands and certain Scottish postcodes classed as remote
  • Northern Ireland, Isle of Man, Isle of Wight & Channel Islands
  • Irish Republic & other EU Countries

Please see details below relating to both APC Courier and Royal Mail deliveries.


We offer a range of Large Letter and Small Parcel sized products that are delivered by Royal Mail using their standard 1st and 2nd class postal services.  These products have been designed as a cheaper delivery cost option when sending smaller quantity items.

Royal Mail advise the following delivery timescales, however these are not guaranteed.

  • 1st Class Post is usually delivered 1 to 2 working days after posting.
  • 2nd Class post is usually delivered 2 to 4 working days after posting.

Please note that items sent via Royal Mail have no proof of delivery and we cannot replace any products that are deemed to have not arrived or been damaged in transit. If you require tracking, guaranteed delivery days and Fragile Delivery services are available which will be sent via our courier service.


COURIER DELIVERY TIMES: We have four weekday and three Saturday target time delivery slots for our APC courier service. Whilst the vast majority of deliveries arrive by their target time, please aware that these are not guaranteed delivery times and occasionally they may arrive later due to matters out of the courier’s control. Please see target times time and costs below.

  • Monday to Saturday (UK Mainland Only)
    • Between 08:00 &  9:30 (NOT CURRENTLY AVAILABLE)
    • Between 08:00 & 10:30
    • Between 08:00 & 12:30
    • Between 08:00 & 16:00 (Not available on a Saturday)
  • Bank Holidays: There are no deliveries on Bank Holidays.

IMPORTANT:  Eat My Logo can only offer the guarantees provided to us by our courier partners which are ‘target delivery by times’. This means neither the delivery time or delivery day is guaranteed. It is rare that deliveries are outside of their latest delivery time, but if your delivery is time sensitive we recommend choosing an earlier slot or even have them delivered the day before. 

LATE DELIVERIES: It is rare that deliveries are late, but if they are it is usually down to matters outside the control of the courier or Eat My Logo. If deliveries are late due to reasons like the ones below, Eat My Logo cannot accept responsibility and the no refunds will be paid:

  • BAD WEATHER: This includes, but is not limited to snow, ice, floods, fog and storms that are normally reported by local or national media.
  • BAD TRAFFIC: This includes caused by, but not limited to road closures, accidents, roadworks, civil protests, emergency events, large public events (sports, festivals etc).
  • COVID: If delays are due to staff shortages at our couriers as a result Covid 19.


  • Address Accuracy: It is the responsibility of the ordering customer to ensure the delivery address and contact information is accurate and up to date. If the information is not correct which results in a failed delivery, we will not be able to re-deliver the products, however you will still be liable for their cost.
  • Access to Delivery Addresses: Couriers will start delivering from 8am so please ensure people are available to receive the delivery between 8am and 6pm Monday to Friday and 8am to 12pm on a Saturday. If the courier cannot deliver due to the delivery location being closed for any reason then Eat My Logo cannot guarantee re-delivery within the chosen delivery window or even on the same day. Re-delivery charges may apply.
  • Named Contact: As many businesses will not accept parcels that do not have a contact name on them, please ensure that you provide the contact name of a person at that site for whom the delivery is for.  If a parcel is turned away due to their being no contact name on the consignment, or that the named person has left the company, we cannot guarantee re-delivery.
  • Calling Ahead: Unfortunately we cannot arrange for the recipient to be contacted prior to delivery.
  • Delivery Responsibility: Please be aware that our couriers are contracted only to deliver products to the first contact point at the physical address provided by our customer. The couriers are not responsible for ensuring they are received by the named person or taken to a specific location within a building.

MALLS AND SHOPPING CENTRES (e.g. Trafford Centre, Meadowhall, Bluewater etc): 

  • If you want to send a delivery to a large shopping centre, the couriers may not be able to deliver via the shopping Mall during trading hours. Deliveries are often taken in via the service area at the rear of the stores.
  • Each shopping centre have its own rules as to how and when deliveries are received from couriers, please ensure you provide this information to us when placing the order.
  • The local site at the Mall you are delivering to should be able to give you this information.

CONFERENCE CENTRES (e.g. NEC, Excel, Olympia etc) :

  • Couriers cannot usually deliver directly to an exhibition stand and are restricted to delivery areas defined by the venue.
  • Please check with the venue regarding where your product needs to be delivered to.
  • Please ensure you provide details of the event name, event hall and the stand number.

OTHER LARGE BUILDINGS AND COMPLEXES: If delivery is to a large building such as an office, hospital or school, it is the ordering customer’s responsibility to check with the receiving organisation if there are any specific delivery requirements for that location and then to pass these onto Eat My Logo.

CALLING AHEAD: Our couriers WILL NOT call ahead to notify a recipient of when they will be arriving. They will only contact the recipient or ourselves in the event that they cannot deliver the products to the delivery address.

MULTI-SITE DELIVERIES: If your project is to multiple locations we will require that all addresses are provided on a spreadsheet supplied by us.

  • It is the ordering customers responsibility to provide accurate and up to date address data that can be uploaded into our courier system.
  • Please provide the data in the correct columns below for an accurate import. The Yellow columns are compulsory information.
  • Data presented in a different format that requires manual upload is subject to a £2.50 per entry surcharge.
  • Our couriers will deliver to the addresses provided below. If the order cannot be delivered because the address is wrong, the company has moved, the named person does not work there or it is turned away, we cannot arrange re-delivery and the products will be returned to the courier depot and destroyed.


If your project is to multiple locations we will require that all addresses are provided on a spreadsheet supplied by us.

  1. It is the ordering customers responsibility to provide accurate and up to date address data that can be uploaded into our courier system.
  2. Please provide the data in the correct columns below for an accurate import. The Yellow columns are compulsory information.
  3. Data presented in a different format that requires manual upload is subject to a £2.50 per entry surcharge.
  4. Our couriers will deliver to the addresses provided below. If the order cannot be delivered because the address is wrong, the company has moved, the named person does not work there or it is turned away, we cannot arrange re-delivery and the products will be returned to the courier depot and destroyed.

3. Damages

Your order will be very carefully packaged so that it arrives in perfect condition. In the unlikely event that any item appears to be missing, or has been damaged during transit, we must be notified within 24 hours of receipt, or the next working day. Any replacement products, refunds or compensation will be considered and may be granted, at our discretion and only in the event that the item is damaged beyond reasonable use. We will require evidence of any damage, which must be received by us within 2 days of the original delivery. This evidence may be in the form of photographs and must include the original packaging.

Should any item be returned to us by the carrier after an unsuccessful delivery attempt any additional charges for the return must be paid by the customer.

In the unlikely event that an item is lost during transit we must be notified within 48 hours of expected delivery. Compensation may be available, up to a maximum of the price paid by the customer, if the cake cannot be traced and is confirmed as lost by the carriers.

4. Payment, Returns, Refunds and Cancellations

Payments: Eat My Logo require payment in full before the products are dispatched unless agreed with us beforehand.  Failure to pay may result in the products being withheld. If any payment is subsequently withdrawn, disputed, charged back or reversed in any way by the customer, the full amount, plus an administration fee and any additional fees incurred by Eat My Logo Ltd will become payable by the customer.

Covid-19 product offer: Eat My Logo have developed a special range of products aimed at providing products to homeworkers, self isolators and any other business staff forced to work from home. The pricing and payment terms for these products is temporary. To achieve the pricing quoted on these orders, payment must be received within 1 working day of the order being confirmed by the customer. No work will commence on producing an order until payment has been received.

Refunds: Any refunds agreed between Eat My Logo Ltd and the customer will be paid by Eat My Logo Ltd within 7 working days of the date that the refund was agreed. Refunds will be paid either by BAC’s or Card depending upon which method the initial payment was made to Eat My Logo Ltd.

Returns: We want you to be completely satisfied with every purchase that you make from us. However, we do understand that there may be rare occasions when you wish to return an item.  If you are unhappy with a product for any reason, please contact us immediately to arrange a return. Any returns are at the expense of the customer. The use of a recorded delivery service for any returns is highly recommended for your own protection.

Cancellation and Postponement Charges: Once an order has been placed and confirmed, production of some or all of the elements of that order may commence immediately. Should you wish to cancel or postpone your order you will be liable for the full retail cost of any elements of your order that have already been manufactured at the time of your cancellation. There will also be a £25 administration fee to cover administration costs and time involved in cancelling or postponing your order.

Should you wish to change or cancel or postpone your order at any time please contact us immediately and we will do our best to meet your needs.

We may decline to accept your order for any reason whatsoever. We may otherwise cancel any order or any part of it. Other than as set out in these terms, we shall not be responsible for any loss or damage of any kind, which you might suffer by reason of us declining to accept or for cancelling your order.

5. Ingredients

Most of our products are made from scratch on our premises using ingredients purchased from reputable providers. In some circumstances we may buy in products from reputable wholesale providers and add the personalised branding on our premises.

We may from time to time change the recipe of a product and this will be updated on our website and on the ingredient information provided with the product. If the ingredients of a product is changed between placing and order and delivery we will only inform the purchaser of any changes if the new recipe contains additional additional allergens that were not part of the previous recipe. If the customer requires the recipe to contain or exclude certain ingredients, this information must be provided at the point of order. If Eat My Logo cannot provide a product that contains or excludes the requested ingredients we reserve the right to not accept the order.

All products will be supplied with ingredient labels and full ingredients are available upon request. If our products contain allergens or nuts this will be clearly labelled, however we cannot guarantee that some of the ingredients we have procured to make the finished products are completely free of allergens or nuts.

6. Image Quality

We will do our best to reproduce your logo or image to the best quality we can, however printing onto icing is not an exact science and we cannot 100% guarantee to reproduce an exact replication of an image to the same quality as traditional in onto paper.  For more information please see our Print Guidelines.

Our print guidelines detail our requirements and any limitations of our technology when printing images and logos. Customers placing orders will accept our and there will be no financial redress should in the event that the image quality not be as required.

7. Copyright

You must only supply us with images for which you own copyright, or which you are authorised to supply to us by the copyright owner. You warrant that none of the images you supply contain anything which would infringe any copyright, trade mark, design right or other intellectual property right of any third party. We will not check the content of any images provided by you. However, if we believe any image does not comply with these terms we reserve the right to refuse to use it, without any obligation or liability to you. We will fully co-operate with any law enforcement authorities or court order requesting or directing us to disclose the identity or locate anyone sending any material in breach of this these terms.

Images supplied to us remain under the existing copyright. By supplying us with an image you are granting us a licence to modify, print, or otherwise use the image in accordance with the details of your order. By placing an order and accepting these terms you are accepting any and all liability for any consequences of Eat My Logo Ltd using the images you supply.

For companies, organisations and cake decorators providing corporate logos or trademarked images: It is the customer’s responsibility to ensure that any material supplied in any medium is not protected by any copyright law, or that any necessary permission for Eat My Logo Ltd to reproduce such images has been obtained.

We may photograph products that we provide to you, including those decorated with a logo or other artwork supplied by you. We may display these photographs on our website or other advertising media, unless specifically requested by you not to do so.

You must not supply us any images or any other material, or any content within such images, which contain any threatening, defamatory, blasphemous or pornographic material, or show any kind of child abuse, or are racially offensive or abusive of any religion, or likely to incite hatred against any person or group, or are otherwise criminal or offensive in the minds of reasonable people, or are obscene or menacing or harassing in any way, or breach any applicable law.

8. General Terms

You must pay in full by debit or credit card in advance when you submit your order with us either via the website or on the telephone.  We will accept payment by BACs, Credit Card, Debit Card,Cheque and Paypal. Payment will be collected at the time of placing the order. Full payment must be received in advance before any goods are prepared or dispatched.

Working days are Monday to Friday excluding Public Holidays in England.

Eat My Logo Ltd or any of its partners shall not be liable for any consequential loss to the customer whether this arises from a breach of contract or any other way.

Eat My Logo Ltd’s total liability for any claim howsoever arising shall not exceed the price paid by the customer for the goods supplied by Eat My Logo or any of its partners.

Product images used on our website or other media are for general illustration purposes only and the delivered product may vary from that shown.

Your statutory rights are not affected by any statement contained in this document or our website.

English law applies to all transactions.

By placing an order with Eat My Logo, either through our website, over the telephone, or by any other medium you are agreeing to these terms.

Updated 01/01/2020