1. Make a contract with us

1.1 When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order. Your order is an offer to buy from us. There will be no contract of any kind between you and us unless and until we accept your order and in the case of goods to be delivered to you, when we despatch the goods to you. At any point up until then, we may decline to supply the goods to you and provide you with a full refund, without giving any reason. At the point of the goods beingdespatched, a contract will be made between you and us.

1.2 In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this. We will refund your order, and there will be no contract between us.

1.3 Images of goods on this website are for illustrative purposes only. We have made every effort to display as accurately as possible the colours of our goods that appear on this website. However, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the actual goods.

1.4 Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.

1.5 This contract is covered by English law.

1.6 By placing an order with us, you agree to and accept these terms, as well as our privacy policy and the terms of website use.

1.7 Under the Licensing Act 2003 it is an offence to purchase or attempt to purchase alcoholic liquor if you are under the age of 18. By placing an order, which includes alcohol, with us, you are confirming that you, and the recipient (if the order is a gift) are legally able to purchase alcohol AND over the age of 18.

2. How to place order

2.1 You can use our website to place an order by selecting the product you wish to buy and adding it to your basket. Items you do not require can be removed from your basket at any time. If you prefer to order by telephone you can do so by calling 01670 719 320.

2.2 You will be required to pay for the goods in full at the time of ordering.

2.3 We use secure payment facilities [Card Stripe Checkout] for online purchases.

2.4 All prices quoted on our website are in UK pounds.

2.5 Most of our orders are dispatched within one working day (Monday to Thursday) of your order being received before 1pm but could take up to three working days.

2.6 Orders are not dispatched on non-working days (Saturdays, Sundays and Bank Holidays).

2.7 For bespoke items, a 50% deposit payment is required to secure your order and balance will be due once order is completed and ready for despatch.

3. Delivery & Carriage Charges

3.1 The price of goods excludes UK economy delivery, unless expressly advertised as including delivery.

3.2 Where free UK economy delivery is offered on purchased goods, delivery is normally within 1-3working days (Monday to Thursday) however, in peak periods, additional delays can occur. We recommend that if your goods are required urgently to contact us via email or telephone and we will do our utmost to meet your requirement but cannot guarantee.

3.3 All deliveries require a signature.

3.4 Goods that are required for a specific date of delivery must be communicated to us via email hello@heatherandbale.co.uk or telephone on 01670 719 320.

3.5 We will not accept responsibility for loss or damage if you instruct the delivery company to leave the goods unattended.

3.6 Disposal of packing materials is your responsibility.

3.7 After two failed delivery attempts (or if you are not at home for an agreed delivery) the goods may be returned to us and we reserve the right to charge you an additional re-delivery charge.

3.8 If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery.

3.9 Please check the goods on delivery – any goods found to be missing or damaged should be notified to us within 24 hours.  This is to aid us in investigating any possible loss or damage in transit with our delivery partner.  This is a request only and does not negate from your rights as a consumer. 

3.10 If the goods are lost or damaged in transit, please let us know within 24 hours.

3.11 Sometimes, for reasons beyond our control our courier may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible however we cannot be responsible where this causes a delay or failure in delivering your goods.

4. Cancellation and Returns

4.1 This policy does not apply to goods ordered by businesses, or the following goods which are exempt from the right to cancel.
Any goods which have been personalised or modified to your specification, and any perishable food & drink products (goods which are liable to deteriorate or expire rapidly).

4.2 Subject to 4.1., you can cancel your contract at any time up to 14 calendar days after the day of delivery. To do this, please e-mail or write to us. We are unable to process refunds until the goods have been received in undamaged condition, in their original undamaged packaging.

4.3 You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future.

4.4 If you cancel, you must return the goods within 14 days of cancellation, at your own expense. You must ensure that the goods are packaged adequately to protect against damage, as you are responsible for the safe return.  Where the packaging forms part of the purchased product (for example a gift hamper) you must also include the original packaging with your return. 

4.5 We will refund all monies paid to us by you within 7 days of, less any costs due under this contract.

4.6 Business customers may not cancel an order without our mutual agreement.

This cancellation policy does not affect your legal rights. Please contact us within 24 hours for returns if the goods arrive damaged.

5. Goods Damaged in Transit / Faulty / Lost

5.1 If there is a problem with the goods, please notify us by email or in writing providing details of the problem. It’s helpful if you can provide us with a digital photograph of the problem as this makes the identification of the issue faster. If the goods were damaged in transit and we require the goods returned, we will reimburse the return costs up to the cost of the delivery method you selected on purchase, if we have asked you to return the goods. Please do not return the goods without contacting us first and getting confirmation that we require you to return them.

5.2 If we request you to return the goods, you must return the goods within 7 days, complete with the original packaging to us. You must ensure that the goods are packaged adequately to protect against damage, as you are responsible for the safe return.

5.3 If, on inspection the goods are not faulty, we will not refund your postage. You may request that we re-send them to you, however you will be required to cover our reasonable postage costs.

6. Liability

6.1 The products sold on this website have been designed to comply with all relevant UK legislation. We cannot warrant or represent that they comply with any legal requirement outside the UK.

6.2 We do not accept liability for any consequential loss of profit or indirect losses.

7. Trade or Business Customers

The following conditions apply to orders placed by Trade or Business Customers.

7.1 Orders may not be cancelled except with our mutual agreement and having been confirmed in writing by a Director or our company. We reserve the right to make cancellation and / or re-stocking charges.

7.2 Claims for missing or damaged items must be made within 24 hours of delivery.



HeatherandBale Logo 400
Unit 4B,
Willowtree Industrial Estate,
NE66 2HA
T: 01670 719 320
Scroll to Top
Need Help? Chat with us