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About Us

This web site is owned and operated by Avid who are completely dedicated to your total satisfaction. If you have any suggestions or comments or if you need to contact us, please email us using the link on the store page or use the details below.

Our Contact details:
Avid
12-13 Bedford Business Centre Mile Road BEDFORD England MK42 9TW United Kingdom Mainland
Phone: 01234 273400
Fax:
Email: jilly [at] jillybakes [dot] co [dot] uk
My VAT Registration Number GB 608495321


BY PLACING AN ORDER WITH US YOU ARE AGREEING TO THE TERMS AND CONDITIONS BELOW. Therefore, we strongly recommend that you read it all, and in particular the section Delivery Schedule. If there is anything that you do not understand, please contact us.

Discount: For orders for goods totalling 65 to 99.99 we automatically give a discount of 5%, applying to all orders worldwide, based on the goods total, not including carriage charge, and a discount of 10% likewise for all orders totalling 100 or more.

Making A Purchase

Making a purchase could not be easier. Just browse our shop, and add any items that you wish to buy into the shopping cart. You will be shown the cart, which you can check and alter. If you wish to order more items, click Continue Shopping. When you are happy with your choices in the cart, click 'Checkout Now' and you will be prompted for information that we need to be able to complete the order. You can make any alterations to your shopping cart, address or delivery details up to the point that you click the final button to save/confirm your order. If you find after completing your order that you have made a mistake somewhere, you should contact us immediately by telephone or email.

We accept CREDIT and DEBIT CARD payments and PAYPAL. If you are shopping from outside the UK, place your order and your credit card company will convert the transaction into your own currency. All payments are made with a payment service provider - no payment details are handled by Avid. You select your payment method on SagePay and then either proceed on SagePay or are taken to PayPal if that is what you have selected. On successful completion of your payment (including completing 3D-Secure if not using PayPal), you are automatically sent a confirmation email by us as well as the payment provider, and are returned to our website to view/print your receipt.

We accept Visa, Mastercard, Visa Electron, and Maestro. Payment is taken on the SagePay (formerly Protx) website, and is totally secure, with your details not seen by any human being, not even ourselves.

If you fail to supply a correctly typed and valid email address, or your isp or your software rejects our emails as spam, you will obviously not be able to receive the emails that we send. If you have any problem arising from the order confirmation, please do not hesitate to contact us.

Our email to you confirming receipt of order is followed by an email confirming despatch. If you do not receive these emails you should contact us; though it may be that you had typed your email address incorrectly, it may be because of some glitch on PayPal or SagePay which meant that we did not receive notification of your successful payment, though this is very rare. Unless you contact us we may not realise the situation.

Shipping And Handling

The carriage charges calculate automatically from the packed weight of the goods you have chosen, your delivery country and your choice from the drop-down list of delivery options.

UK MAINLAND: The carriage charges start at 1.95 (packed weight up to about 500 g) up to a maximum of 5.95 (no upper weight limit)

UK NON-MAINLAND: Charges start at 1.95 to 11.95 maximum.

NON-UK: These will vary with destination. When you place your order the system will calculate the amount automatically. You will see the carriage/shipping charge before you make payment, and are able to change your order. As a rough guide, the minimum is 5.95 ranging to a maximum of 36.95 for Europe, more for the rest of the world.

Delivery Schedule



Orders placed by 3.00 pm British time are normally despatched on the same day, except Saturdays, Sundays and Bank Holidays. Orders placed after 3.00 pm are despatched the next working day. Orders placed on Friday evening, Saturday or Sunday are despatched on Monday provided Monday is not a Bank Holiday. You may request a delayed despatch when placing your order, using the Any Comments.

ALL DESPATCHES are dependent on carriers being able to collect from us in adverse weather conditions, and ALL DELIVERIES are dependent on weather conditions. Neither ourselves nor the carriers can control the weather!

The shop system automatically calculates the packed weight of your parcel and selects the possible choices available to you for despatch using this information and the country the goods are being despatched to.

UK MAINLAND: There can be two delivery options available to you in the drop-down list, depending on the packed weight of the goods ordered; weights up to 2kg have a slower, cheaper option available (Up to 3 Working Days) as well as the Up to 2 Working Days option. Weights above 2kg have the Up to 2 Working Days only. With this option, delivery is within 2 working days (99% delivered the next working day). Packages going to northern Scotland may take at least a day longer than stated. With the Up to 3 Working Days option, most are delivered on the second day after despatch, omitting Sundays. Deliveries do not necessarily require a signature - you can supply a Safeplace/Special Instruction when placing your order online and proof of delivery is obtained at the point of delivery by scanning the barcode. All consignments can be tracked by yourself with the tracking code that we give you, and we strongly recommend that you do so.

UK NON MAINLAND: Includes Channel Islands, Isle of Man, Isle of Wight, Isles of Scilly, Northern Ireland, Scottish Isles and Skye, even if connected by bridge. The shop system automatically calculates the packed weight of the parcel and selects the possible choices available for despatch. Delivery takes longer than to the UK mainland and will vary with the particular place, but within a maximum of 11 working days (Shetland). More typical will be within 3 working days.

NON-UK: For orders to countries outside the United Kingdom delivery varies with country. Delivery is typically from 2 to 8 working days.

ALL: The system automatically sends you an order confirmation email. If you do not receive this it may be because you made an error when typing in your email address, you are over quota on your email account, or you or your isp have filtered the email as spam.

In all cases, if there is a possibility that no-one will be in at your address to receive goods on the anticipated date of delivery, please either give a different address for delivery (work, neighbour, friend), or supply a special instruction when placing your order (in shipping section); for example "If no reply please deliver to neighbour", "If no reply please leave under table in back garden", "If no reply please leave in shed". If there is no reply when delivery is attempted and no safeplace instruction supplied, the driver will leave a card for you to respond to. If you have not received the package nor the card within the expected delivery days, you should track the package using the tracking information that we gave you. If the delivery firm are waiting for you to respond and you do not do so, eventually they will return the package to us.

Please take care with your safeplace instruction. If the delivery person carries out your instruction, then it is considered to be delivered, and is your responsibility after that.

All consignments that we despatch go by trackable means. This does not mean that a signature is necessarily required; with some delivery services the barcode on the package is scanned at the point of delivery, and the tracking report will say delivered. We have to accept the tracking report stating delivered as meaning that it was delivered.

PLEASE NOTE that emails from our carriers do not necessarily over-ride the confirmation of despatch emails from ourselves; if you are concerned about conflicting information please contact us for clarification. For example, when your goods are being despatched for delivery within 2 working days, that is the agreement that you have with us; if the carrier says next working day then that is the anticipated day of delivery, but does not over-ride the within 2 working days agreement with us.

WE CANNOT OVER EMPHASISE THE IMPORTANCE OF YOUR PAYING ATTENTION TO THESE POINTS. We do everything that we can to ensure that you receive your goods and that you receive them on the scheduled day, but it does require your co-operation.

In the case of goods being despatched to COUNTRIES OUTSIDE THE EU: Do not order items that are illegal to import into your country. It is your responsibility to check with your Customs office to see if your country permits the shipment of our products to your country. If the package is seized by Customs for any reason and we do not receive the package back, we will not issue you a refund. If we do receive the package back after being seized and the products are in perfect condition, we will credit you with the price that you paid for the products, but you are responsible for the shipping charges.

Back Orders

You will not be able to order anything that is not in stock on the website. Very occasionally a stock quantity error occurs, where the stock quantity on the website differs from the actual stock, which enables you to order more of something than there is in stock. When this occurs we will contact you to let you know and you will have the option of the out of stock items being sent on later (no extra charge), or to change your choice, or a refund.

Tax Charges

Prices contain VAT where relevant to the product. Customers in the Channel Islands and customers not in the EU please note that, though the shopping cart and invoice online may show a VAT breakdown, when the order is entered in our book-keeping system offline it is corrected to not contain VAT (exempt) but the totals are the same, that is the prices that you pay for products are the same for everybody worldwide. Please do not expect a refund.

Credit Card Security

When the order is placed at our website, credit and debit card numbers are encrypted on a secure site (SagePay), not part of our website. They are not held in clear text on any web site. The receipt that is enclosed with your goods does not contain your card details.

When making a payment by credit or debit card, you enter the SagePay payment gateway website, which is totally secure, and your details are not seen by anybody, not even ourselves. We do not have access to anybody's payment details. We can perform refunds but cannot take payments. We have opted for this way of doing things so as to give cardholders the maximum possible protection.

As we do not handle or access anybody's payment details, we accept orders only that are placed online using the above secure system, where nobody can see or access your details. All card payments go through the 3D-Secure process, giving further protection to the cardholder, and are fraud checked, including payments by PayPal.

Guarantee

All the products on our website should reach you in perfect condition. They are carefully packed by us. If they reach you in imperfect condition, or are not the correct products that you ordered, we shall gladly refund or exchange.

Please open your parcel as soon as possible after delivery, and check the contents against your order and the receipt enclosed. Please let us know immediately if any item is missing or damaged or is the wrong item.

Reaching Us

If you need to reach us, please email us. Alternatively, you can call on 01234 273400 (International +44 01234 273400) or write to us at 12-13 Bedford Business Centre Mile Road BEDFORD England MK42 9TW United Kingdom Mainland. Telephone calls are answered personally between 8.00 am and 3.15 pm Monday to Friday, but not on Bank Holidays. At other times a message can be left to which we will respond as soon as possible.

Privacy Policy

THIRD PARTIES

JillyBakes do not disclose buyers' information to third parties other than to the payment service provider (SagePay and/or PayPal) to process your payment, and to the carrier (Royal Mail, UKMail or DHL) to deliver your goods and notify you regarding this. In all these cases, the third party will not disclose any of the details to any other party, other than to your bank for fraud checks.

COOKIES

Cookies are used on this shopping site where they are strictly necessary for the site functionality. They are used to aid navigation, and to keep track of the contents of your shopping cart. If you log in to an account, your logged-in status is recorded in a temporary cookie. If you select the 'Remember Me' Option in the checkout, a cookie will be used to remember your details. You can turn off cookies by blocking them in your browser Privacy settings. If you turn off cookies, you will be unable to place orders or benefit from the other features that use them.

HOW WE USE YOUR DATA

Data collected by this site is used to:

a. Process, despatch and deliver your order.
b. Provide legally required documents for the HMRC.
c. Enable contact details to fill in the Checkout to assist with ordering, if you have chosen to register and have logged in.

WHAT DATA WE COLLECT FROM YOU

Personal details required when ordering are your name and address, the name and address for delivery if different, your telephone number and your email address. This information is needed for the processing of your payment by the payment provider, the despatch and delivery of your goods, and for us and the carrier to notify you about delivery and to contact you regarding any problem. We do not request from you, or handle, access or store, any other personal details.

HOW LONG WE KEEP THE DATA

Details are only kept for as long as required to fulfil and deliver orders, meet legal requirements, and to maintain registration details so you can login and view recent orders if you choose.

YOUR RIGHTS

You can at any time request your personal details to be deleted. These cannot be deleted from invoices legally required for Her Majesty's Revenue and Customs (HMRC), but can be deleted from your registration if registered by deleting the registration, which means the associated orders will also be deleted. The corresponding orders in our offline bookkeeping software can also be deleted.

WHERE DETAILS ARE KEPT

Where you have registered (this is optional) your personal details are stored online securely. Customers who have not registered do not have any contact details stored online. All customers have invoices and their linked customer files stored offline in our bookkeeping software. These have to be kept for at least 5 years for HMRC, but can be deleted after that. Customers' orders are stored securely offline in our book-keeping software and securely in our shopping cart software online and offline. These can be deleted by request at any time. The orders are deleted routinely after a couple of years.

THE SECURITY OF YOUR DATA

Your personal details online are entered only on secure pages, with ssl encryption, identified with https and a padlock in the address in your browser. These pages include registration, login and the Checkout. The payment service providers are totally secure. Offline, our computers are protected by firewalls, separate logins for each computer, and separate logins for each relevant item of software, including the shopping cart software and book-keeping software. Anti-virus, malware and intruder detection sofware is continuously running and updated.

Returns Policy

Your rights to return goods are protected under the EU Distance Selling Directive, though food delivered is exempt from certain clauses of the Directive.

You are welcome to return goods, no reason need be given, provided that you do so within 7 days of receipt, and the goods are not limited by best before dates or of a seasonal nature (eg Christmas or Easter items), and we receive them back in intact re-saleable condition (packaged well in an outer box to protect the contents in transit). The return needs to be arranged and paid for by yourself.

None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.

Remittance Terms

Payment is made on placement of order in all cases.

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