Terms of service

Terms and Conditions

Last updated: 18 August 2026

1. About us and these Terms

This website is operated by LA VO PATISSERIE LTD, trading as LA VO PATISSERIE ("La Vo", "we", "us" or "our"). Our online store is hosted by Shopify, which provides the ecommerce platform that allows us to offer our products and services to you.

These Terms and Conditions (the "Terms") apply when you browse our website, create an account, place an order, or otherwise use our website or services. They explain your rights and responsibilities and form part of the contract between you and us.

Please read these Terms, our Privacy Policy, Refund and Cancellation Policy, Delivery and Collection Policy, and Allergen Information before ordering. By placing an order, you confirm that you have read and agree to these Terms. If you do not agree, you should not place an order or use our website.

Nothing in these Terms affects your statutory rights as a consumer.

2. Eligibility and customer accounts

You must be at least 18 years old and legally capable of entering into a binding contract to place an order.

You must provide accurate, current and complete information, including your name, email address, telephone number, billing details, delivery or collection details, and any information required to prepare your order.

If you create an account, you are responsible for keeping your login details confidential and for activity carried out through your account. Please tell us promptly if you believe your account has been used without permission. We may suspend or close an account where reasonably necessary to protect you, us or other users, or where these Terms have been breached.

3. Products and handmade variations

We take reasonable care to describe and display our products accurately. Because our cakes and desserts are handmade, minor variations in colour, finish, shape, piping, placement and decoration may occur. Such minor variations are not defects where the product remains materially consistent with its description, any agreed specification, and any design approved by you.

Images are for illustration. Screen settings and lighting may affect how colours appear. Where exact colour matching is important, you must tell us before ordering. We cannot guarantee an exact match to a screen image, fabric, ribbon, flower or another material.

Fresh fruit, flowers, chocolate decorations and other seasonal or handmade elements may vary in size, shade and appearance. If an ingredient or decorative item becomes unavailable, we may use a reasonable alternative of similar quality and value, provided this does not materially alter the agreed product. We will contact you before making any material substitution.

Serving numbers are estimates and depend on how the product is cut. Decorations shown in photographs may not all be edible. Any non-edible items, including dowels, supports, wires, ribbons, toppers or flower picks, should be removed before serving.

We may change or discontinue products and may limit quantities or delivery areas. Changes will not affect an order we have already accepted unless we agree the change with you or the change is necessary for safety or legal compliance.

4. Allergen and dietary information

Food allergies can be serious. You must review the allergen and ingredient information provided on the relevant product page before completing your purchase. Allergen information will also be provided with or at delivery or collection as required by law.

Our kitchens handle allergens, including cereals containing gluten, eggs, milk, nuts, peanuts and soya. Unless we expressly confirm otherwise in writing, we cannot guarantee that a product is free from traces of an allergen because ingredients and equipment may be handled in shared environments.

If you or the intended recipient has an allergy, intolerance, coeliac disease or another dietary requirement, contact us before placing the order and wait for our written confirmation that we can accommodate the request. A note entered at checkout does not, by itself, mean that we have accepted an allergen-related request.

Descriptions such as "vegan", "vegetarian", "gluten-conscious" or similar describe the ingredients or recipe used; they do not guarantee the absence of traces unless we specifically state that the product is suitable for a medically diagnosed allergy or condition.

You are responsible for passing accurate allergen, ingredient, storage and serving information to the person who will receive, cut, serve or consume the product. Nothing in this section excludes or limits our responsibility to comply with food-safety and allergen laws.

5. Placing an order and contract formation

Our website allows you to check and correct your order before submitting it. Please check all details carefully, including the product, size, flavour, quantity, inscription, personalisation, date, time, delivery address and contact number.

Submitting an order is an offer to buy from us. An automated acknowledgement or payment receipt confirms that we received your order but does not necessarily mean that we have accepted it. A binding contract is formed when we send an acceptance or order-confirmation email, or when we begin preparing the order, whichever occurs first.

We may decline or cancel an order before acceptance for a reasonable reason, including product unavailability, an obvious pricing or description error, inability to fulfil a requested design or delivery, suspected fraud, safety concerns, or a breach of these Terms. If we do so after taking payment, we will refund the amount paid for the cancelled item or order.

Keep your confirmation email because it contains the contract information and order details.

6. Personalised and bespoke orders

You are responsible for ensuring that all names, ages, messages, dates, images, colours, delivery details and other instructions you provide are correct. We are not responsible for an error that appeared in information or a design you supplied or approved, provided we reproduced it with reasonable care.

Where we send a sketch, mock-up, wording, colour reference or other proof, you must review it carefully and approve or correct it by the deadline we give you. Delay in approval may affect what we can produce or when we can supply it. Approval confirms the design direction, but handmade variations described in Section 3 may still occur.

We may refuse content that is unlawful, infringing, discriminatory, threatening, obscene or otherwise inappropriate. You confirm that you have the right to provide and authorise us to reproduce any image, logo, character, name or other material you submit. You remain responsible for claims arising from material you had no right to use.

Design work remains our intellectual property unless otherwise agreed in writing. Paying for a cake does not transfer ownership of our sketches, templates, techniques or original designs.

7. Prices, payment and promotions

Prices are shown in pounds sterling and include VAT where applicable. Delivery charges and any other applicable charges will be shown before you submit your order. You will not be charged an additional mandatory fee that was not disclosed before checkout.

The price payable is the price shown when you place the order, except where there is an obvious error that you should reasonably have recognised. If we discover such an error before acceptance, we will contact you so that you can confirm the order at the correct price or cancel it for a full refund.

Payment must be made using a payment method offered at checkout. You confirm that you are authorised to use the chosen payment method. Orders may not be accepted or prepared until cleared payment, or any agreed deposit, has been received.

Promotions, discount codes, gift cards and loyalty or referral rewards may have separate conditions, including expiry dates, qualifying products, minimum spend and one-use restrictions. Unless stated otherwise, promotions cannot be combined, exchanged for cash, applied retrospectively or used to purchase gift cards. If promotional terms conflict with these Terms on a matter specific to that promotion, the promotional terms apply.

8. Changes requested by you

Contact us as soon as possible if you wish to change an accepted order. Changes are not guaranteed and depend on the notice given, availability, production already completed, ingredient and material commitments, delivery arrangements and the nature of the request.

If we accept a change that increases our costs or work, you must pay the additional amount before we proceed. If a change reduces the order value, any refund will take account of work already performed and costs we cannot reasonably recover. We will explain any charge or deduction before confirming the change.

A change to the date, address, product, size or design may be treated as a cancellation and new order where it materially alters what was agreed.

9. Cancellation rights

9.1 Cakes, desserts and other perishable food

Our cakes, desserts and other food products are perishable and many are made to your specification or clearly personalised. The statutory 14-day right to cancel for a change of mind does not normally apply to goods that are liable to deteriorate or expire rapidly, or to goods made to a consumer's specifications or clearly personalised.

You may still ask to cancel. If we agree, any refund will be reduced only by reasonable losses and costs we have already incurred or cannot avoid, such as design work, personalised materials, ingredients, production time or third-party charges. Once preparation has begun, a perishable or personalised order may be non-refundable if we cannot reasonably resell or reuse it.

9.2 Non-perishable, non-personalised goods

If you buy a non-perishable and non-personalised product online, you normally have 14 days after receiving it to tell us that you wish to cancel, followed by 14 days to return it. You must take reasonable care of it. Unless the item is faulty or we agree otherwise, you are responsible for the direct cost of return. We may reduce a refund to reflect loss in value caused by handling beyond what would reasonably be allowed in a shop.

Returned goods should be sent to the returns address stated in our Refund and Cancellation Policy. We will refund sums due, including the basic outbound delivery charge where required by law, within the applicable legal timeframe and by the original payment method unless agreed otherwise.

9.3 Your statutory rights

The exclusions above concern change-of-mind cancellation only. They do not affect your rights where goods are faulty, unsafe, not as described or otherwise do not conform to the contract.

10. Delivery

Available delivery areas, charges and estimated time windows are shown during ordering or confirmed with you. You must provide a complete and accurate address, postcode, access information and working telephone number. Please tell us in advance about parking, security, concierge, stairs, restricted access or other circumstances that may affect delivery.

We will use reasonable care to deliver on the agreed date and within any agreed window. Unless we expressly guarantee a time in writing, delivery times within a window are estimates. You should allow sufficient time before an event to receive and inspect the order.

The products remain at our risk until they are delivered into the physical possession of you or a person you identified to receive them. If you instruct us to leave an order in a nominated safe place or with a named neighbour or concierge, delivery in accordance with that instruction will be treated as delivery to you and risk will pass at that point.

If nobody is available, we may contact you, leave the order only where you authorised us to do so, return it to our premises, or attempt redelivery where reasonably possible. Because food is perishable, we cannot guarantee redelivery. If delivery fails because of an incorrect address, unavailable recipient, refused access or another matter within your control, you remain responsible for reasonable wasted delivery, redelivery and product costs. This does not apply where the failure was caused by us.

If we expect a material delay, we will contact you as soon as reasonably possible. Where delivery by an agreed date was essential and we fail to deliver by that date, your legal remedies remain available. We are not responsible for delay caused by circumstances genuinely outside our reasonable control, but this does not remove any right you may have to cancel or receive a refund for products not supplied.

11. Collection

Orders must be collected from the location and within the time stated in the confirmation. Bring your order confirmation or other reasonable proof of purchase.

Please inspect the product when collecting it and tell our team immediately about any visible damage or obvious discrepancy so that we have an opportunity to investigate and, where reasonably possible, put it right. Failure to inspect immediately does not remove your statutory rights.

Risk passes to you when you or a person authorised by you takes physical possession. From that point, you are responsible for safe transport, handling and storage. Cakes should be transported upright on a flat, stable surface in a cool vehicle and not on a seat or a person's lap. We are not responsible for damage caused after collection by unsuitable transport, handling, storage, display conditions or failure to follow the cake-care instructions we provide.

If you do not collect at the agreed time, contact us promptly. Because products are perishable, we cannot guarantee their condition or availability after the agreed collection period and may be unable to offer a refund where the failure to collect was not caused by us.

12. Storage, handling and consumption

Follow all storage, handling, use-by and serving instructions supplied with the product. Refrigerate products where directed, keep them away from heat and direct sunlight, and do not consume a product after its stated use-by date.

Once risk has passed to you, we are not responsible for deterioration or damage caused by incorrect temperature, prolonged display, contamination, mishandling, unauthorised alteration, or failure to follow our instructions.

If you believe a food product may be unsafe, do not consume or serve it. Keep the product, packaging, label and order information where safe to do so and contact us immediately.

13. Problems with an order and refunds

We have a legal duty to supply goods that are of satisfactory quality, fit for any purpose made known to us and as described.

If there is a problem, contact us as soon as reasonably possible at info@lavopatisserie.co.uk, quoting your order number and providing a clear description and photographs where available. For food-safety concerns, contact us immediately. We may reasonably ask you to retain the product or return the affected portion so that we can investigate. These requests do not limit your statutory rights.

Depending on the circumstances and your legal rights, an appropriate remedy may include correction, replacement, price reduction or refund. We are not obliged to refund or replace a product merely because you dislike a flavour, colour or design that matches the agreed description, or because of a minor handmade variation permitted by Section 3.

Any voluntary goodwill payment, credit, replacement or other gesture is made without admission of liability unless we state otherwise.

14. Events outside our reasonable control

We are not responsible for delay or failure caused by an event outside our reasonable control, such as severe weather, transport disruption, utility failure, fire, flood, epidemic, government restriction, supplier failure despite reasonable precautions, or civil emergency.

We will take reasonable steps to reduce the effect, contact you where the order is materially affected, and resume performance when possible. If the event prevents us from supplying the order on an essential agreed date, either party may cancel the affected part and we will refund payment for products not supplied. This section does not exclude rights or liabilities that cannot lawfully be excluded.

15. Website availability and optional third-party services

We aim to keep the website accurate and available, but do not guarantee uninterrupted or error-free access. We may suspend or change website features for maintenance, security or operational reasons.

The website may contain links to, integrations with or tools supplied by third parties, including payment, delivery, review, loyalty, social-media and Shopify services. Their own terms and privacy policies may apply. We are not responsible for an independent third party's website or service, but this does not affect our responsibility for fulfilling an order placed directly with us.

Shopify provides our ecommerce platform, but purchases from our store are made directly from LA VO PATISSERIE LTD. Shopify is not the seller of our products.

16. Intellectual property

The website and its content—including our business name, logos, product names, text, photographs, graphics, videos, designs and arrangement—are owned by or licensed to us and are protected by applicable intellectual-property laws.

You may view and use the website for personal, non-commercial shopping purposes. You must not copy, reproduce, republish, distribute, modify, scrape, commercially exploit or create derivative works from our content without prior written permission, except where the law permits.

LA VO PATISSERIE names, logos and branding may not be used without our prior written permission. Shopify and other third-party names and marks belong to their respective owners.

17. Reviews, photographs and other submissions

If you submit a review, photograph, suggestion or other content ("Content"), you confirm that it is accurate, lawful, based on your genuine experience where applicable, and that you own it or have permission to submit it. You must disclose any incentive received for a review.

You grant us a non-exclusive, worldwide, royalty-free licence to host, reproduce, format and display that Content for operating and promoting our business. This licence does not transfer your ownership and ends for future uses if we agree to remove the Content, except where it has already been used in printed material, an archived campaign or where retention is legally required.

We may moderate or remove Content that is unlawful, infringing, fraudulent, abusive, discriminatory, obscene, irrelevant, contains personal information, or breaches these Terms. We are not obliged to publish or respond to submissions.

We will not publish photographs of a customer or identifiable child for marketing without an appropriate lawful basis or permission. Our handling of personal information is explained in our Privacy Policy.

18. Prohibited use

You must not use the website or services to:

break any law or infringe another person's rights;
submit false, fraudulent, threatening, defamatory, discriminatory, obscene or malicious material;
impersonate another person or misrepresent your identity;
introduce viruses, malware or harmful code;
attempt unauthorised access, interfere with security, or disrupt the website;
scrape, harvest or track personal information without permission;
send spam or unauthorised advertising; or
resell or commercially exploit our website content or products without written agreement.

We may take proportionate steps, including restricting access or cancelling an unaccepted order, where we reasonably believe this section has been breached. Any cancellation of an accepted order will remain subject to applicable law.

19. Our liability

We are responsible for loss or damage that is a foreseeable result of our breach of these Terms or failure to use reasonable care and skill. Loss is foreseeable if it was obvious that it would happen or both parties knew it might happen when the contract was formed.

We supply consumer orders for private and domestic use. Unless we expressly agree to a business order in writing, we are not responsible for business losses such as loss of profit, revenue, contracts, opportunity, goodwill or business interruption arising from a consumer order.

We are not responsible for loss caused by inaccurate information or instructions supplied or approved by you; mishandling after risk has passed; or a failure by you to follow reasonable storage, transport, allergen or serving instructions.

Nothing in these Terms excludes or limits liability for:

death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
breach of your statutory consumer rights;
defective products to the extent liability cannot lawfully be excluded; or
any other liability that cannot lawfully be excluded or limited.

20. Privacy and cookies

Our Privacy Policy explains how we collect, use, retain and share personal information, including information processed through Shopify and relevant service providers. Shopify may process information in countries outside the country where you live, subject to applicable safeguards. Shopify's privacy information is available at Shopify Privacy for Customers.

Our Cookie Policy explains the technologies used on the website and the choices available to you. Where consent is legally required for non-essential cookies or electronic marketing, we will request it separately. Agreeing to these Terms does not by itself constitute consent to marketing.

21. Changes to these Terms

We may update these Terms to reflect changes in law, our products, technology or business practices. The latest version and effective date will be posted on this page. Material changes will be communicated where required by law.

The Terms in force when we accepted your order will normally govern that order. We will not use a later change to reduce rights already arising under an accepted order unless the law requires the change or you agree to it.

22. Ending or suspending website access

You may stop using the website at any time. We may suspend or end access to an account or website feature where reasonably necessary for security, maintenance, legal compliance or a material breach of these Terms.

Ending access does not affect rights, obligations or liabilities that arose beforehand. Provisions intended by their nature to continue—including those concerning intellectual property, payment, liability, privacy and governing law—will continue where applicable.

23. General legal terms

If any provision is found unlawful or unenforceable, it will be treated as modified to the minimum extent necessary or, if that is not possible, removed. The remaining provisions will continue to apply.

If we delay enforcing a right, that does not waive it. A waiver on one occasion is not a waiver on another.

We may transfer our rights and obligations under these Terms to another organisation, but only where this does not reduce your rights. We will tell you if a transfer materially affects you. You may transfer your rights where the law permits or with our written agreement.

These Terms and the policies expressly incorporated into them form the agreement between you and us regarding an order. No person other than you and us has a right to enforce the contract, except where applicable law provides otherwise.

24. Governing law and disputes

Please contact us first so that we can try to resolve any complaint directly.

These Terms and any dispute or claim arising from them are governed by the laws of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, you retain any mandatory protections provided by the laws of the part of the United Kingdom in which you live.

The courts of England and Wales will have jurisdiction. A consumer living in Scotland or Northern Ireland may also bring proceedings in their local courts where applicable.

25. Contact and business information

Questions, complaints and notices relating to these Terms or an order should be sent to:

LA VO PATISSERIE LTD
Trading as: LA VO PATISSERIE
Email: info@lavopatisserie.co.uk
Telephone: [INSERT BUSINESS TELEPHONE NUMBER]
Registered office: [INSERT REGISTERED OFFICE ADDRESS]
Trading/returns address (if different): [INSERT TRADING OR RETURNS ADDRESS]
Company registration number: [INSERT COMPANY NUMBER]
VAT registration number, if applicable: [INSERT VAT NUMBER]

Related policies:

Privacy Policy: [INSERT URL]
Cookie Policy: [INSERT URL]
Refund and Cancellation Policy: [INSERT URL]
Delivery and Collection Policy: [INSERT URL]
Allergen Information: [INSERT URL]