Terms & Conditions
1.These terms
1.1.What these terms cover. This page (together with the documents expressly referred to on it) tells you information about us and the legal terms and conditions on which we sell any of the products listed on our website to you. These are the terms and conditions on which we supply products to you and apply to any contract between us for the sale of Products to you (Contract).
1.2.Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the Contract, what to do if there is a problem and other important information. If you refuse to accept these Terms, you will not be able to order any Products from our site. By placing an order on www.theartisanfoodcompany.com you agree to these terms. These terms form a legally binding agreement between you and us.
1.3.Amendment. We reserve the right to amend these Terms and any document referred to in these Terms at any time. You are expected to check this page and its linked pages from time to time to take notice of any changes we make as they are binding on you.
2.Information about us and how to contact us
2.1.Who we are The Artisan Food Market Ltd Reg No. 12311960
2.2.How to contact us. You can contact us by raising a ticket on the website go to “Ask Your Question”
2.3.How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.4.“Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
3.Use of the site
3.1.Products. We provide an online platform where independent artisan food producers can sell their products directly to the buyer. The Artisan Food Company takes a commission for this facility.
3.2.How to access our site. You can access the Products in the following ways, and by website visits or mobile applications
(a) By visiting as a guest without making a purchase (a “Guest”); or
(b) By placing an order and creating an account (a “Customer”)
3.3.How to create an account. When you submit an order you will be prompted to create an account with us. You must be 18 years or older to create an account. If you are creating an account on behalf of a commercial entity you warrant that you have the capacity to bind that entity.
3.4.Protection of account login details. You agree that you are responsible for keeping your screen name and password for your account secret. You acknowledge that we are not responsible for the third party access to your account that results from sharing your login or other account details or personal information by you or the theft or misappropriation of your screen name and password. We reserve the right to suspend your access to the Products or terminate your account if we suspect an unauthorised person is attempting to access it.
3.5.Privacy. We process information about you in accordance with our Privacy Policy. By using our site, you consent to such processing and you warrant that all data provided by you is accurate. You are responsible for reviewing the terms of the privacy policy. By continuing to use our site and by submitting an order you are confirming that you accept the terms of the privacy policy, as may be amended from time to time, and you are responsible for regularly reviewing the privacy policy for any changes that we reserve the right to make.
We will never ask for personal details via email.
3.6.Your obligations. Your account is for your personal use only. You may not authorise others to use your account or attempt to use another member’s account without first obtaining their consent. You must not assign or otherwise transfer your account to any other person or entity.You are solely responsible for your own actions and those of anyone using your account, and assume all liability regarding (i) the information and content you or anyone using your account, submit on your behalf; and (ii) the information and content you or anyone using your account posts, transmits, publishes, or otherwise makes available through our site.
You agree to indemnify us, our officers, directors, employees, agents, and third parties for any claims, causes of action, debts, losses, costs, liabilities and expenses (including reasonable legal fees) relating to or arising, directly or indirectly, out of: (i) your, on anyone using your account’s use of or inability to use the site, (ii) any content or information posted by you or anyone using your account, (iii) your or anyone using your account’s violation of these terms of use or your or anyone using your account’s violation of any rights of a third party, or (iv) your or anyone using your account’s violation of any applicable laws, rules or regulations.
We reserve the right, at our own cost, to assume the exclusive defence and control of any matter otherwise subject to indemnification by you. You agree to provide us with full co-operation if we choose to exercise this right.
You will remain liable if someone else uses your shopping account and/or personal information unless you can prove that such use was fraudulent.
3.7.Your warranties. When you visit our site and/or submit an order you warrant and represent that you:
(a) Are over 18 years old;
(b) Are using a payment card (credit or debit card) that is your own and that there are sufficient funds in your account to cover payment of the Product(s) ordered;
(c) Have provided all the information requested to submit an order;
(d) Only provide information that is truthful, complete, accurate and up to date;
(e) Will use the site in compliance with all applicable laws, rules, regulations, ordinances, edicts or customs of the country in which you live;
(f) Are fully responsible for all use of your account and for any actions that take place using your account whether by yourself or any other person using your account.
(h) If you have or you are serving any food product to someone with allergies, if the description does not mention possible ingredients that might affect you or another, you
take the responsibility to ask about the ingredients directly with the artisan producer on the site and or email The Artisan Food Company using the contact forms on the site.
3.8.You further warrant and represent that you will not:
(a) Access or use the site from any place or jurisdiction where such use is prohibited or contrary to applicable laws, rules, regulations, ordinances, edicts or customs of your
jurisdiction, of the United Kingdom, of Australia or of the United States of America;
(b) Impersonate or otherwise misrepresent affiliation, connection or association with, any person or entity;
(c) Provide any information including payment card details that are misleading or fraudulent;
(d) Interfere or disrupt networks connected to the site or attempt to interfere with the proper functioning of the site;
(e) Access data not intended for such user or logging into a server or account which the user is not authorised to access;
(f) Attempt to probe, scan or test the vulnerability of the system or network or to breach the security or authentication measures of the site without proper authorisation; nor
(g) Attempt to interfere with service to any user, host or network, including, without limitation, via means of submitting a virus to the site, overloading, “flooding”, “spamming”, “mail-bombing” or “crashing” or otherwise attempting to deny service to the site or the. server of any user
3.9.Deleting an account. You may delete any account you have opened when submitting an order any time after an active order has been delivered. To close your account please email customerservice@theartisanfoodcompany.com We reserve the right to immediately suspend or terminate your access to any of the Products, without notice, for any reason (including if you fail to pay any amount due or we become aware of any breach of these Terms). We also reserve the right to remove your account information or data from our Products and any other records at any time at our sole discretion.
4.Our contract with you
4.1.Order process. You can place orders for Products with us by following the process outlined on our site. You acknowledge that by placing an order with us you will be under an obligation to pay for the Products in that order if we accept your order. Our order processing system is completed in the following steps:
(a) You place your order with us, via the website by clicking on the “confirm order” button, once you have checked and agreed your order at the checkout;
(b) Your credit/debit card will be authorised when your order is placed and processed. This does not affect your statutory rights;
(c) We will then send to you an order acknowledgement email confirming the Products you have ordered – this is not an order confirmation or order acceptance from us at this stage, it is a reminder for you of what has been processed through our system. If there are any problems with this acknowledgement, please contact us as soon as possible;
(e) After dispatch, we will send you a final order confirmation email. Where our couriers have an order tracking facility we will provide that information to you;
(f) Title to any Products you order on this website shall pass to you on the delivery of the Products provided that we have processed and received payment in full for the Products.
4.2.Before placing an order. Before ordering from us, it is your responsibility to check and determine your full ability to receive the Products ordered. This includes, If you have or you are serving any food product to someone with allergies, if the description does not mention possible ingredients that might affect you or another, you take the responsibility to ask about the ingredients directly with the artisan producer or email The Artisan Food Company using the various contact us forms on the platform.
4.3.Bespoke Products. By placing an order for a non-standard, customised, made-to-order or special order Product with us, you are deemed to have considered the factors listed above and any others that might affect the order, and accept that you are entirely satisfied that it is the correct product for you. You will not be able to change the order once the item has been entered into production.
Please note that our usual exchange and refund policy does not apply to non-standard, customised, made-to-order or special order Products, which cannot be returned or exchanged unless faulty.
4.4.How we will accept your order. Confirmation of your order will take place when we email you to accept it, at which point a Contract will come into existence between you and us. This is not a confirmation that your offer to purchase the goods has been accepted, but confirmation from us to you of your request.
4.5.If we cannot accept your order. All orders are subject to acceptance by us. If we are unable to accept your order, or if your Products are not available or subject to delay, we will inform you of this in writing as soon as possible. This might be because the manufacturer is out of stock, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified, but is not limited to such circumstances. If you have already paid for the Product, we will credit any payments made in full as soon as possible.
4.6.Paying for your order. We accept online payment in an encrypted, secure environment by credit card. We currently accept Visa, Mastercard, American Express. All prices quoted on our website are quoted in either pounds sterling (£) inclusive of UK sales tax (VAT) at the current rate, where applicable.
Throughout the check-out process, the cost of your purchase will be shown in your chosen currency.
International credit card providers or banks out with the UK will determine their own exchange rates and might also add an additional processing or administration charge that the cardholder will be liable to pay. We do not have any control over these exchange rates or charges and our advice would be to check with your bank if you are unsure about exchange rates prior to making a purchase.
If your order is being dispatched to a destination outside the European Union (EU) then your sales tax will be zero. If your order is being sent to a member state of the EU then the selling price will include VAT.
Any customs or import duties levied once the package reaches your destination country will be your responsibility as we have no control over these charges and are not able to predict them.
4.7.Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
5.Our products
5.1.Products may vary slightly from their pictures. The images of the Products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the Products. Your Product may vary slightly from those images. All sizes and measurements are approximate but we do try to make sure that they are as accurate as possible.
Sometimes the Product specifications from the manufacturer may change, in which case we will do our best to offer you a similar alternative. We may experience problems with the supply of certain Products and may, therefore, supply a substitute of the same or better quality at the same price. If you are not happy with the replacement or substitute you can return it in accordance with our Returns Policy. Where applicable, you may cancel your order in accordance with your rights under the consumer regulations.
Our Products are displayed as clearly as possible throughout our website to give you as much information as possible about a Product. If you need further information on anything, contact us by using the contact us forms throughout the site and we will get back to you. You can also ask them a question directly to the Artisan through the product page.
6.Your rights to make changes
6.1.If you wish to make a change to the Product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the Product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
6.2.In the event that you disagree with any charge made to your account, you agree to contact us with a view to resolving the dispute prior to making a formal notification to your credit card company. You must contact us either by email or telephone, stating your reasons for dispute of the charge. This will enable us to accurately and promptly assess your complaint and, where justified, credit your card with the disputed amount in a timely manner to avoid any further inconvenience to you.
7.Delivery
7.1.General. Please refer to our UK Delivery and International Delivery Policies which clearly explain our delivery terms, and both policies (and the terms included in them) are expressly incorporated herein. We may not deliver to all countries, please ensure we deliver to your country before attempting to place an order.
7.2.Attempt to deliver your order. We will attempt to deliver your order to the delivery address stated on your order form. If Products are returned to us as undelivered either because of an incorrect address or because of customer failure to contact the courier company or collect the goods from the depot where requested, we will refund the price of the Products less delivery costs incurred by us in sending out the goods plus any additional administrative costs charged to us by the courier company for returning the goods to us.
7.3.Delivery costs. We ship to all countries worldwide delivery costs for all products are displayed next to the product pricing where applicable. All orders are shipped directly from the artisan food producer. They are safely and securely delivered to your site using specialist shippers.
Production and shipping times are displayed on each product.
Orders for the EU have no duties to pay. Orders to other countries may be subject to local duties & taxes, our shipping partners will assist with all duties, taxes, and clearance.
7.4.We are not responsible for delays outside our control. If our supply of the Products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the Contract and receive a refund for any products you have paid for but not received.
7.5.If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the Products from a local depot.
7.6.If you do not re-arrange delivery. If, after a failed delivery to you, you do not rearrange delivery we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If despite our reasonable efforts, we are unable to contact you or rearrange delivery or collection we may end the Contract and clause 11.2 will apply.
7.7.When you become responsible for the goods. A Product will be your responsibility from the time we deliver the Product to the address you gave us.
7.8.Reasons we may suspend the supply of Products to you:
(a) Deal with technical problems or make minor technical changes;
(b) Update the Product to reflect changes in relevant laws and regulatory requirements;
(c) Make changes to the Product as requested by you or notified by us to you (see clause 7).
8.Your rights to end the contract
8.1.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. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in clause 11.2 of these Terms.
8.2.When you don’t have the right to change your mind. You do not have a right to change your mind in respect of bespoke or personalised goods or goods that have been confirmed to you as a non-standard, customised or special order, we cannot extend our 14-day refund policy to such items unless faulty
9.Returns
9.1.Returning Products after ending the Contract. If you end the Contract for any reason after Products have been dispatched to you or you have received them, you must return them to us. You return the goods back to the place of manufacture in their original packaging.
Read our Returns Policy for full terms and conditions.
9.2.When we will pay the costs of return. We will pay the costs of return:
(a) If the Products are faulty or miss-described;
(b) If you are ending the Contract because we have told you of an upcoming change to the Product or these terms, an error in pricing or description, a delay in delivery to
events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
9.3.What we charge for collection. If you are responsible for the costs of return and we are collecting the Product from you, we will charge you the direct cost to us of the collection. Please email us from collection costs.
9.4.How we will refund you. We will refund you the price you paid for the Products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below. All refunds will be made within 14 days of receipt of the goods.
10.Our rights to end the contract
10.1.We may end the Contract if you break it. We may end the Contract for a product at any time by writing to you if:
(a) You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or
(b) you do not, within a reasonable time, allow us to deliver the products to you.
10.2.We may withdraw the product. We may write to you to let you know that we are going to stop providing the Product. In such circumstances, we will refund any sums you have paid in advance for Products which will not be provided.
11.If there is a problem with the product
11.1.How to tell us about problems. If you have any questions or complaints about the Product, please contact us by going to the footer and go to “Ask Your Question” select the right tab and raise a ticket giving us details of the complaint
11.2.Summary of your legal rights. We are under a legal duty to supply Products that are in conformity with this Contract. See the box below for a summary of your key legal rights in relation to the Product. Nothing in these terms will affect your legal rights.
This is a summary of your key legal rights. These are subject to certain exceptions.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected life space of your product your legal rights entitle you to the following:
Up to 30 days: if your goods are faulty, then you can get an immediate refund;
Up to 6 months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases;
Up to 6 years: if your goods do not last a reasonable length of time you may be entitled to some money back.
12.Price and payment
12.1.Where to find the product price. The price of the Product (which includes VAT where applicable) will be the price indicated on the website order pages when you placed your order. We take all reasonable care to ensure that the price of the Product advised to you is correct. However please see clause 13.3 for what happens if we discover an error in the price of the Product you order.
12.2.We will pass on changes in the rate of the VAT. If the rate of VAT changes between your order date and the date we supply the Product, we will adjust the rate of the VAT that you pay, unless you have already paid for the Product in full before the change in the rate of VAT takes effect.
12.3.What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the Products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the Product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the Product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a miss-pricing, we may end the Contract, refund you any sums you have paid and require the return of any goods provided to you.
13.Intellectual property
13.1.All rights in the designs, intellectual property and information on our site are owned by us or licensed to us. These are protected, as appropriate, by copyright, trademarks, and other intellectual property rights. You may only view, reproduce or print the materials on this site for the purpose of ordering goods from us and as reauthorized below. The contents of these pages (including pictures, designs, logos, photographs, the text is written and other materials) are the copyright trademarks or registered trademarks of us or our suppliers or content and technology providers or their respective owners. ALL RIGHTS RESERVED. You agree that the material and content contained within the site is made available for your personal non-commercial use only and that you may (if necessary to make a purchase) download such material and content onto only one computer hard drive for such purpose. The copying, modification, distribution, reproduction, or incorporation into any other work of part or all of the material available on this site in any form is prohibited.
14.Links to third party sites
14.1.Where any of our sites contain links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources and accept no responsibility for them or for any loss or damage that may arise from your use of them.
15.Our responsibility for loss or damaged suffered by you
15.1.Our liability to you. To the maximum extent permitted by law, we will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the terms and conditions for any:
(a) Economic losses (including without limitation loss of revenues, data, profits, contracts, business or anticipated savings); or
(b) Loss of goodwill or reputation; or
(c) Special or indirect losses;
(d) Suffered or incurred by that party arising out of or in connection with the provisions of any matter under these terms and conditions.
15.2.Maximum liability. Our liability to you in connection with these Terms or the use of the site shall be limited as to either: (i) the price paid for any Products purchased by you as Customer; or (ii) £100 if you are a Guest.
Our maximum liability to business users arising out of or in connection with the products shall be limited to the replacement value of the Product in question (except in the case of death or personal injury caused by our negligence or in respect of fraud).
In relation to business users, we do not accept liability for the fitness of goods for business purposes, nor do we accept liability for loss of use of the item nor any loss over and above the cost of the item in the event of a claim for breach of warranty or condition.
15.3.Exclusions. Nothing in these Terms will limit or exclude our liability for (i) death or personal injury arising from our proven negligence; or (ii) fraud or fraudulent misrepresentations made by us. Nothing in these Terms affects your statutory rights as a consumer.
16.How we may use your personal information
16.1.How we will use your personal information.We will use the personal information you provide to us:
(a) To supply the Products to you;
(b) To process your payment for the Products; and
(c) If you agreed to this during the order process, to give you information about similar Products that we provide, but you may stop receiving this at any time by contacting us.
16.2.We will only give your personal information to other third parties where the law either requires or allows us to do so.
16.3.For further information, please refer to our Privacy Policy.
17.Other important terms
17.1.We may transfer this agreement to someone else.We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this.
17.2.You need our consent to transfer your rights to someone else.You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
17.3.Nobody else has any rights under this Contract (except someone you pass your guarantee on to). This Contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
17.4.If a court finds part of this Contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
17.5.Even if we delay in enforcing this Contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
17.6.This Contract is governed under English Law.
