Terms and conditions


1.     Terms and Conditions

2.     Use of the Website and Your Account

3.     Your Rights and Responsibilities

4.     Our Privacy Policy

5.     Age Restrictions

6.     Food Hampers, Selection Boxes and Other Perishable Food

7.     Multiple Boxes

8.     Product Appearance & Description

9.     Complaints procedure

10.   Ice

11.   Copyright

12.   Substitution Policy

13.   The Fine Cheese Co. Shop/Online Gift Vouchers and Promotional Discounts

14.   Cancellations

15.   Delivery

16.   Wedding Cake Delivery

17.   Alterations to the Website and Terms and Conditions

18.   Waiver

19.   Governing Law

20.   Contact Information

21.   GDPR Statement

1. Terms and Conditions

Welcome to The Fine Cheese Co. website Terms and Conditions page. By using this website you agree to be bound by the terms and conditions set out within it. Nothing in these terms and conditions affects your statutory rights as a consumer or otherwise.

Before you place an order, if you have any questions relating to these terms and conditions, please contact our Customer Service team by e-mail, customerservice@finecheese.co.uk, or call us on 01225 448748  between 8.30am and 5.30pm, Monday to Friday.

The terms and conditions below apply to all orders placed using our website www.finecheese.co.uk and any orders placed with customer services by telephone. Please read them carefully before placing your order.

2. Use of the Website and Your Account

You may register an account with us, when purchasing items using this website. You are responsible for preventing unauthorised access to and use of your account. Please ensure that you maintain the confidentiality of your username and password, and take all necessary precautions to prevent unauthorised access to and use of your account. Please notify us immediately if you believe that your account is being used in an unauthorised manner or if you believe that your username/password has become known to someone else.

Please ensure that:

The details you provide when registering an account with us are correct, complete in all respects, and up to date
You inform us immediately of any changes to these details (including change of e-mail or postal address).
We reserve the right to terminate accounts, remove or edit content, or cancel orders at our discretion. If we do cancel an order, it will be without charge to you.

3. Your Rights and Responsibilities

When you place an order to purchase items using our website, or by calling our customer service department, this is an offer by you to us to purchase these items. By ordering, you are providing details which are true, accurate, current and complete in all respects, and that the credit or debit card details are correct and your own.

Please be aware that it is your responsibility to check that all information is correct. If anything is inaccurate, please notify us immediately by e-mail, or by calling our customer services department on 01225 448 748. We will not be able to reimburse the value of any goods which have perished or have been damaged as a result of your failure to notify us of inaccurate information.

4. Our Privacy Policy

Please click here to view our Privacy Policy.

If you have any questions relating to our privacy policy, please email customerservice@finecheese.co.uk, or call us on 01225 448748.

5. Age Restrictions

Some of our products may only be suitable for adults (i.e. those aged 18 or over).  By law we cannot sell knives or products containing alcohol to people under the age of 18, or to people buying on behalf of someone who is under that age.

In addition, should you be under 18, you may use this website only with the direct involvement of a parent or guardian.

6. Food Hampers, Selection Boxes and Other Perishable Food

Hampers and selection boxes are collections of food and drink items packaged in containers such as wicker baskets and cardboard boxes. When hampers, selection boxes or any other packaging contain perishable items with a short date before expiry, your statutory right to withdraw purchases within the 14 day 'cooling-off' period does not apply. Otherwise, your 14 day 'cooling-off' period begins from the date of delivery.

The hampers and selection boxes displayed on our website contain only the  items listed. Any props used in the photographs are not included in the hampers and selection boxes unless expressly stated otherwise.

7. Multiple Boxes

Unless you tell us otherwise:

If multiple boxes are to be sent to your own address, and there are no gift messages, we shall assume that you would like everything to be delivered unseparated. (If there are gift messages, we shall do our best to interpret your intentions)
If multiple boxes are to be sent to one different address, and there are no gift messages, we shall assume that you would like each hamper or selection box to be separated, and all additional items to be separate from them. (If there are gift messages, we shall do our best to interpret your intentions)
If you have paid for gift wrap, we shall gift-wrap separately each set of products that you have indicated are to be gift-wrapped.

8. Product Appearance and Description

We have made every effort to display the appearance of our products as accurately as possible. This includes, but is not limited to, colours, dimensions, specifications, descriptions and packaging. We may from time to time alter the product specifications of items displayed on our website without prior notice. The packaging of our products may also vary from time to time, but this will not affect the contents.

9.  Complaints procedure

All cheese is freshly prepared and inspected by our highly trained cheesemongers prior to delivery. We are confident that when your cheese leaves us, it will be in optimum condition.

If you are unhappy with the condition of any of your goods, for any reason,  please let us know immediately by telephone on 01225 448 748 or by e-mailing customerservice@finecheese.co.uk.

Should you have an issue with the quality of any of our goods, we will ask you to provide photographic evidence.

If you do not let us know of a problem within five days of having received an order, or if you dispose of any of our goods without having first obtained photographic evidence, we would not feel obliged to accept your claim.

10. Ice

As a general rule, we place an ice pack in each order, and more when the order is large or on a multiple-delivery day service.

However, when the temperature outside is no warmer than in our fridges, and on the advice of our Technical Manager, we may not add ice.

11. Copyright

All copyright and trademarks (including, but not limited to, [The Fine Cheese Co. and www.finecheese.co.uk]) and all other intellectual property rights in the content of this website, such as texts, graphics, logos, banners, images, buttons, underlying source code and software, are the sole property of [The Fine Cheese Co.] Any use (including copying, reproduction, duplication, transmission and display of the content of this website), without the express written permission of The Fine Cheese Co., for purposes other than the viewing of information or ordering goods, is strictly prohibited.

Permission is granted to copy electronically, and to print in hard copy, portions of this website only for placing an order with The Fine Cheese Co., or for using this website as a shopping resource.

12. Substitution Policy

The Fine Cheese Co. reserves the right to substitute an item with another item of equal or greater value than the original, or issue a refund for the product. This applies to items within hampers, selection boxes and bespoke selections. In these circumstances, we will make every effort to ensure that the style and quality of the substitution is as similar to the original item as possible.

We may also select a replacement item, if we believe it is in keeping with a particular theme of one of our selection boxes.

In instances where we believe we must make a substitution, we will make every effort to notify you of this ahead of time. Where this is not possible, we will enclose a note of explanation in your order.

13. The Fine Cheese Co. Shop/Online Gift Vouchers and Promotional Discounts

Shop Vouchers

  1. You may exchange our shop gift vouchers for goods in our shops in Bath and London only.
  2. Each individual voucher must be redeemed in full. You may pay the remaining balance of any purchase with either cash or card.
  3. You cannot exchange gift vouchers for cash.
  4. Shop vouchers are valid until the date shown on the applicable section of the voucher. In most cases, this will be exactly one year from the date that the voucher was despatched.

    Online Vouchers
  1. Online vouchers are for redemption online only, and may not be used in our shops in Bath and London.
  2. If the goods purchased online total less than the value of the gift voucher, we will leave any balance as a credit for you with www.finecheese.co.uk, and the balance may be redeemed      against subsequent orders.
  3. When you redeem gift vouchers online for products available on our website, you will need to enter the Voucher ID at the ‘My Bag’ section of the website.
  4. You cannot exchange gift vouchers for cash.
  5. Online vouchers are valid until the date shown on the applicable section of the voucher. In most cases this will be exactly one year from the date the voucher was despatched.

    Promotional discounts

Coupons, discounts and promotional discount codes offered by The Fine Cheese Co. are valid only for use as part of a purchase made via www.finecheese.co.uk, unless stated otherwise. Promotional codes and offers are not valid for use as part of a purchase in our shops in Bath and London.

14. Cancellations

Should you wish to cancel your order, please contact customer services by e-mail or on 01225 448 748. Provided your cancellation request is received before your items have been despatched, we will cancel your order and refund you in full without charge.

Should your items already be on their way to your chosen address, it may not always be possible to stop them from being delivered in time. In these instances, you must take every reasonable step to ensure the goods do not become damaged or spoiled until such a time as we can arrange collection. Failure to do so may result in a refund being partially or wholly refused.

Please note that Section 6 takes precedence over this section.

15. Delivery

We send goods by overnight carrier to destinations on the GB mainland only. We can deliver to your home or place of work, and to the home or workplace of your relatives, friends, colleagues or business associates. We must have a complete post code and mobile telephone number for every delivery address. We can deliver on Tuesdays, Wednesdays, Thursdays, Fridays and Saturdays. The recipient will receive a text message with details of the expected delivery time. If you do not want the recipient to receive this message, you must put your own mobile phone number, but please be aware that, if you put the recipient’s number, our courier will be able to let them know the approximate delivery time, and, if necessary, send a photo of where the parcel has been left.

Because most of our products are perishable, we must have an alternative delivery instruction for any private address, such as "Leave in safe place / in porch/on step/with a neighbour". This is particularly important if you are sending a surprise gift.

Please take great care when stipulating delivery locations, addresses and dates, because, once these have been entered, it may not be possible to change them.

If you have questions about the delivery of your order, after it has been dispatched, you may call our us on 01225 448748, Monday to Friday, 8am to 5pm. Outside these hours, please contact DPD directly.

Scottish Highlands and Islands

We aim to always deliver your order on the date of your choosing, but your order may take an additional day or two to arrive at certain postcodes in the Scottish Highlands and Islands. If you are unsure about whether a postcode will be affected, please email or call customer services on 01225 448 748.

Some postcodes within the Scottish Highlands and Islands may also be subject to a delivery surcharge. This will always be made apparent to you before you complete your order. However, if you are unsure about whether a postcode will be affected, please email or call customer services on 01225 448 748.

16. Cheese Wedding Cakes Delivery

We take every precaution to ensure that a Cheese Wedding Cake will arrive in the right condition. Should you find that any damage has been sustained during transit, please notify us immediately and we will arrange for a suitable replacement to be delivered to you. Unlike with regular deliveries, Cheese Wedding Cake deliveries cannot be made on a Friday, because we will not risk a cake not arriving in good time for a weekend wedding. If you are unsure about any aspect of Cheese Wedding Cake deliveries, please email or call customer services on 01225 448 748.

17. Alterations to this Website and Terms and Conditions

We reserve the right at any time to make changes to this website, our Terms and Conditions, our Privacy Statement and such other policies as we may notify you of. You will be subject to the policies and Terms and Conditions in force at the time you use the website or order items from the website. Changes which we are required by law could apply to orders which you have already made. If any of the Terms and Conditions forming the contract between us are not found valid, or are void or unenforceable for any reason, these Terms and conditions will be treated as severable; and they will not affect the validity and enforceability of the remaining Terms and Conditions. 

18. Waiver

If you breach our  Terms and Conditions, and we take no action with regard to that breach, we shall still be entitled to use our rights and remedies in other situations where you are in breach.

19. Governing Law

These Terms and Conditions are governed by and written in accordance with the laws of England and Wales. You agree to submit to the non-exclusive jurisdiction of the English courts.

20. Contact Information

The Fine Cheese Co. Ltd  
29 & 31 Walcot St, Bath
Telephone: 01225 448748
E-mail: customerservice@finecheese.co.uk

21.  GDPR Statement

We will continue to keep and use your personal data for the purpose of conducting business between ourselves.
This personal data may include, but is not limited to, names, addresses, contact information including telephone numbers and email addresses as well as information included on invoices, statements, pricing updates, and other promotional material.

We aim to protect your personal data, and comply with our obligations under the GDPR by keeping personal data up to date, stored in a secure location and protected from loss, misuse and unauthorised access. We use personal data to fulfil our contractual obligations as well as providing other information, news, events and activities that you have consented for us to do so.

In order for us to provide the goods and services that we have agreed to provide there are a number of third parties that may need to process your personal data.
These third parties may include
• Licensed credit reference agencies
• Logistics service providers
• Insurance providers and intermediaries
• Other third parties such as data centres that securely store your information
• Banks that require Personal Data to fulfil our obligations to you
• Any Statutory, governmental or regulatory body that requests personal data and we are obliged by law or regulation to provide.

We keep your personal data for no longer than reasonably necessary, however there are circumstances when we may retain personal data for a longer period where we have a statutory or regulatory obligation to do so and to ensure our business is properly run in an efficient and compliant manner.
Unless subject to an exemption under the GDPR, you have the right to request a copy of your personal data we hold and to request that we correct any personal data if it is found to be inaccurate or out of date.
Should you wish us not to keep your data for whatever reason please confirm and suggest an alternative means for us to conduct business together.

* Our Charitable Policy