Terms and Conditions
Read the terms and conditions for using our website and services.
Read the terms and conditions for using our website and services.
Last updated: 1 July 2026
These terms and conditions govern your use of the Polar Bakes website and any orders you place with us. By placing an order or using our website, you agree to these terms. Please read them carefully.
Polar Bakes is a home bakery run by Erin Heathfield, based in Ebbw Vale, South Wales. You can contact us at [email protected].
When you place a postal box order on our website, you will receive a unique order reference (e.g. PB-XXXXX) and an order confirmation email once payment is complete. Your order is confirmed at the point of successful payment — not when you begin the checkout process.
All postal box orders are made to order. By placing an order, you confirm that the details you have provided (name, delivery address, product selections) are accurate.
All prices are displayed in pounds sterling (GBP) and include any applicable taxes. The total shown at checkout — including any applicable postage — is the amount you will be charged. Payments are processed securely by Stripe. We accept major debit and credit cards, Apple Pay, and Google Pay.
Discount codes may be issued for promotional purposes. Each code is subject to its own terms (e.g. minimum order value, expiry date, single use per email address). Codes cannot be combined with other offers unless explicitly stated. We reserve the right to withdraw or invalidate a discount code at any time.
Because our products are perishable food items made to order, your statutory right to cancel under the Consumer Contracts Regulations 2013 does not apply once your order has been accepted (as permitted under Regulation 28(1)(b) — goods liable to deteriorate or expire rapidly).
If you need to cancel before your order has been prepared or dispatched, please contact us as soon as possible at [email protected]. We will do our best to accommodate cancellations requested promptly, but cannot guarantee this once preparation has begun.
Incomplete orders (where payment was not completed) are automatically cancelled after 7 days.
Postal box orders are dispatched via Royal Mail. We aim to dispatch orders within the timeframe stated on the product page or confirmed in your order email. Delivery timescales are estimates and may be affected by Royal Mail service levels, public holidays, or other factors outside our control.
We are not responsible for delays caused by Royal Mail or for packages lost in transit, though we will do our best to assist you in resolving any delivery issues. If your order arrives significantly delayed, please contact us and we will investigate.
Delivery is currently available to addresses within the United Kingdom only.
If your order arrives damaged or contains incorrect items, please contact us at [email protected] within 48 hours of delivery, ideally with a photo. We will offer a replacement or refund at our discretion.
We cannot accept responsibility for damage caused after delivery, or for orders that were delivered to an incorrectly provided address.
Bespoke cakes (including wedding cakes and celebration cakes for events) are handled by enquiry. The following terms apply to all bespoke orders confirmed with us directly.
All bespoke orders begin with an enquiry. We will provide a quote based on your requirements — this quote is not a binding order until confirmed in writing by both parties and a deposit has been paid. Availability is subject to our current schedule and will be confirmed at enquiry stage.
A non-refundable deposit of 50% of the agreed total is required to confirm and secure your booking. The remaining balance is due prior to collection or delivery, on a date agreed at the time of booking. We reserve the right to cancel the order if the balance is not received by the agreed date.
Design details will be agreed and confirmed in writing. Any significant changes to the design, size, or flavour after the order has been confirmed may result in a revised quote and are subject to our availability. Changes requested close to the collection or delivery date may not be possible.
If you need to cancel a bespoke order, please contact us as soon as possible. The deposit is non-refundable as it covers time already spent on design consultation, planning, and materials procurement. However, if you cancel with sufficient advance notice, we may at our discretion return part or all of the deposit — this will be confirmed in writing at the time of cancellation.
If we are unable to fulfil your order due to circumstances on our end, we will provide a full refund of any amounts paid.
Allergen information is listed for each product on our website. Please review this carefully before ordering. Our products are made in a home kitchen that handles gluten, eggs, dairy, nuts, and soya — cross-contamination cannot be guaranteed to be absent. If you have a severe allergy or intolerance, please contact us before ordering so we can advise whether our products are suitable for you.
All content on our website — including text, images, logos, and other materials — is the property of Polar Bakes or its licensors and is protected by intellectual property laws. You may not reproduce or use our content without our prior written permission.
To the fullest extent permitted by law, Polar Bakes shall not be liable for any indirect or consequential losses arising from your use of our website or products. Our total liability for any claim related to an order shall not exceed the amount you paid for that order.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.
These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
We may update these terms from time to time. The date at the top of this page will reflect when they were last changed. Continued use of our website or placing a new order after changes are posted constitutes acceptance of the updated terms.
Polar Bakes, Ebbw Vale, South Wales. Email: [email protected].