Terms of service

Last updated: 21.08.2026

 

1. ABOUT THESE TERMS

These terms and conditions apply when you purchase products, subscriptions, gift vouchers, event tickets or other services from The Cheese Lady through our website, by telephone, by email or through another distance-selling method.

Please read these terms carefully before placing an order. By placing an order with us, you agree to be bound by these terms.

Nothing in these terms affects your statutory rights.

Separate terms or information may also apply to particular products or services, including:

• our Privacy Policy;
• our Cookie Policy;
• our Delivery Information;
• our Subscription Terms;
• our Gift Voucher Terms;
• our Loyalty Scheme Terms; and
• any specific terms shown on a product, event or promotional page.

If there is any conflict between these terms and specific terms clearly shown for a particular product, subscription, promotion or event, the specific terms will take priority for that purchase.

 2. ABOUT US

The website www.thecheeselady.co.uk is operated by The Cheese Lady Limited.

Company name: The Cheese Lady Limited
Company number: SC715893
Registered office: 3 Court Street, Haddington, EH41 3JD
Trading address: 3 Court Street, Haddington, EH41 3JD
VAT number: 311312469
Email: hello@thecheeselady.co.uk
Telephone: 01620 823 729

References in these terms to “The Cheese Lady”, “we”, “us” or “our” mean The Cheese Lady Limited.

References to “you” or “your” mean the person placing the order.

Our online shop is hosted using the Shopify ecommerce platform.

3. WHO MAY PLACE AN ORDER

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

Additional age restrictions apply to alcohol. Please see section 21.

When placing an order on behalf of another person, including when sending a gift, you confirm that you have their authority to provide us with their name, address, telephone number and any other information required to fulfil the order.

You are responsible for ensuring that the recipient is aware that a perishable delivery is expected and will be available to receive or collect it.

4. PLACING AN ORDER

You are responsible for checking your order carefully before submitting it, including:

• the products and quantities;
• the delivery or collection address;
• the recipient’s name and contact details;
• the selected delivery or collection date;
• safe-place instructions;
• dietary or allergen requirements communicated to us;
• any gift message; and
• any promotional code.

After you place an order, we will send you an automated order confirmation. This confirms that we have received your order but does not necessarily mean that we have accepted it.

Your order is an offer to purchase products from us. Unless we expressly confirm acceptance earlier, the contract between us is formed when we send you confirmation that your order has been dispatched or is ready for collection.

We may contact you before accepting an order if we need to:

• confirm delivery information;
• discuss a product substitution;
• verify your age or identity;
• correct an obvious pricing or product error;
• resolve a payment problem;
• confirm dietary requirements; or
• clarify any other important part of the order.

 5. WHEN WE MAY REFUSE OR CANCEL AN ORDER

We may refuse or cancel an order before dispatch where reasonably necessary, including where:

• a product is unavailable;
• we cannot deliver to the address supplied;
• the address appears incomplete or incorrect;
• payment has not been authorised;
• we suspect fraud, misuse or an unauthorised transaction;
• an obvious pricing or product-description error has occurred;
• an order breaches quantity limits or promotional conditions;
• alcohol age-verification requirements have not been met;
• the customer has behaved abusively towards our team;
• the order appears to be intended for unauthorised resale; or
• accepting the order would breach a legal, licensing or regulatory requirement.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled products and any applicable delivery charge.

We will not be responsible for losses arising solely because we reasonably refused or cancelled an order before a contract was formed.

6. PRICES AND PAYMENT

Prices are shown in pounds sterling and include VAT where applicable.

Delivery charges, where applicable, will be shown at checkout before you place your order.

Our current minimum online order value is £40, excluding delivery charges, gift vouchers and any other excluded products identified at checkout.

We may change our prices, delivery charges and minimum order value at any time. Changes will not affect orders we have already accepted.

Payment must be made using one of the methods shown at checkout.

Your payment provider may carry out authorisation, fraud-prevention or security checks. We are not responsible for delays caused by your bank or payment provider.

7. PRICING AND WEBSITE ERRORS

We take reasonable care to ensure that prices and product information are accurate. However, mistakes may occasionally occur.

Where a pricing error is obvious and could reasonably have been recognised as an error, we do not have to supply the product at the incorrect price.

If we identify an error before dispatch, we may:

• cancel the affected item and issue a refund; or
• contact you and ask whether you wish to proceed at the correct price.

We may also correct typographical errors, product descriptions, availability information, delivery charges and promotional details at any time.

8. PROMOTIONS AND DISCOUNT CODES

Promotional codes:

• must be entered before the order is completed;
• cannot normally be applied retrospectively;
• may be subject to a minimum spend;
• may exclude particular products, subscriptions, alcohol, events, delivery charges or gift vouchers;
• may have an expiry date;
• cannot be exchanged for cash;
• cannot normally be combined with another offer unless expressly stated;
• may be limited to one use per customer, household, email address or order; and
• may be withdrawn where there is a genuine error, misuse or suspected fraud.

The specific conditions shown with a promotion form part of these terms.

Where a promotional code fails because of a genuine technical problem, please contact us before completing the order where possible. We cannot guarantee that an expired or incorrectly entered code will be honoured after purchase.

 9. PRODUCT AVAILABILITY

Our products are subject to availability.

Many of our cheeses and accompaniments are made by small-scale farmhouse and artisan producers. Availability may be affected by:

• seasonal milk production;
• limited production;
• maturation schedules;
• import availability;
• weather;
• transport disruption;
• producer closures;
• changes in food or import regulations; and
• other circumstances outside our reasonable control.

We may limit the number of products a customer may purchase where stock is limited.

10. ARTISAN PRODUCT VARIATION

Our cheeses and other artisan foods are natural products. Variations are an important and normal part of their character.

The appearance, weight, rind, aroma, moisture, texture, maturity and flavour may vary between batches, seasons and individual wheels.

The following may be natural characteristics and do not necessarily indicate that a cheese is defective:

• natural surface mould;
• uneven, mottled or changing rind colour;
• variations in blue veining;
• small cracks or openings;
• moisture on the surface or inside the wrapping;
• ripening crystals in mature cheeses;
• changes in firmness or softness during ripening;
• a strong or developing aroma;
• seasonal differences in colour and flavour; and
• minor variation from website photographs.

Please contact us if you are unsure whether a particular characteristic is normal.

11. CUTTING, WEIGHTS AND PORTIONS

Cheeses cut from a wheel are cut by hand.

Whole wheels also vary naturally in weight because of differences in milk, moisture, maturation and production.

Unless expressly stated otherwise, cut cheeses displayed on our website are sold as individually priced portions rather than at an exact price per gram.

The stated weight is an approximate target weight. A variation of up to 10% above or below the stated weight may occur.

For example, a portion described as approximately 200g may weigh between approximately 180g and 220g.

Where an exact weight or number of servings is essential, please contact us before ordering. We cannot guarantee an exact weight unless we expressly agree to do so in writing.

12. PRODUCT DESCRIPTIONS AND PHOTOGRAPHS

We take reasonable care to describe our products accurately.

Photographs are for illustration and serving inspiration only. The product, packaging, label, vintage, vessel, presentation or portion you receive may differ from the photograph.

Unless expressly guaranteed in the product description, we do not guarantee:

• an exact level of ripeness;
• an exact maturation age;
• an exact rind appearance;
• a particular wine vintage;
• an exact packaging design; or
• that every item in a selection will remain unchanged throughout the year.

Serving numbers are estimates only and depend on appetite, portion size, the nature of the occasion and what else is being served.

13. INGREDIENTS, ALLERGENS AND DIETARY REQUIREMENTS

We take food safety and allergen information seriously and make reasonable efforts to keep product information accurate.

However, producers may occasionally alter ingredients, recipes, processes or packaging. Information shown on our website may not always reflect the latest producer change.

You should always check the label and ingredient information supplied with the product before consuming it.

If you or the intended recipient has an allergy, intolerance or strict dietary requirement, contact us before placing the order so that we can check the latest available information.

Our products are handled, cut and packed in premises where allergens are present, including milk and, gluten, mustard, sulphites.

Although we follow procedures intended to reduce cross-contact, we cannot guarantee that products cut or packed in our premises will be completely free from traces of other allergens.

Please do not rely solely on category filters, search results, photographs or general descriptions when making an allergen-related decision.

We cannot accept responsibility for an allergic or dietary reaction where:

• accurate allergen information was supplied;
• the customer did not disclose a specific requirement;
• the customer did not check the product label; or
• the product was consumed contrary to the information provided.

Nothing in this section limits our responsibility where we have supplied incorrect or misleading allergen information.

14. SUBSTITUTIONS

Some products may become unavailable after an order has been placed.

Unless you have opted out of substitutions, we may replace an unavailable cheese or accompaniment with a product that we reasonably consider to be similar in style, quality and value.

A substitute will normally be of equal or greater retail value.

We will take account of any dietary requirements or allergens that you have clearly communicated to us. However, customers with serious allergies or strict dietary requirements should contact us before ordering and should not rely on automatic substitution.

Where no suitable substitute is available, we may remove the item and refund its price.

You can request no substitutions by following the instructions at checkout or by contacting us promptly after ordering.

Selections, subscriptions, hampers and cheeseboards may vary from the products photographed or previously supplied.

15. DELIVERY AREAS

We currently deliver to eligible addresses in Great Britain, subject to postcode and product restrictions.

We do not currently deliver to:

• Northern Ireland;
• the Isle of Man;
• the Isles of Scilly;
• the Isle of Skye;
• the Isle of Wight;
• Jersey;
• Guernsey;
• addresses outside the United Kingdom; or
• any other postcode shown as unavailable at checkout.

We may change our delivery areas where courier services, legal requirements or practical restrictions change.

Entering and accepting a postcode at checkout does not guarantee that delivery is available where the postcode has been entered incorrectly or where a technical error has occurred.

16. DELIVERY CHARGES AND MINIMUM ORDER

Delivery charges are calculated according to the delivery postcode and will be displayed at checkout.

Our current delivery charges and free-delivery thresholds are available here: https://thecheeselady.co.uk/policies/shipping-policy

The information shown at checkout will apply to your order.

If a website error applies the wrong delivery charge or accepts an order below the applicable minimum value, we may contact you before dispatch to:

• request payment of the correct amount;
• ask you to add further products;
• offer an alternative delivery method; or
• cancel and refund the order.

17. PREFERRED DELIVERY DATES

Our checkout allows you to select a preferred delivery date.

Unless we have expressly confirmed otherwise in writing, the selected date is a preferred date and not a guaranteed delivery date.

Most eligible mainland addresses receive a next-working-day courier service after dispatch. However, some remote and Highland postcodes require two to five working days or longer.

Courier services may also be affected by:

• weather;
• road closures;
• ferry disruption;
• vehicle breakdowns;
• staffing shortages;
• unusually high parcel volumes;
• public holidays;
• security incidents; and
• other circumstances outside our reasonable control.

If your order is needed for a wedding, birthday, event, holiday or other important occasion, we strongly recommend choosing a preferred delivery date at least one or two working days before it is needed. Additional time should be allowed for remote areas and during December.

If delivery by a particular date is essential, you must contact us before ordering and obtain our written agreement. We cannot treat a date as guaranteed or essential unless we expressly accept it as such.

A short delay does not automatically mean that chilled products are unsafe or unsuitable. We will assess delayed orders according to the length of the delay, the packaging used, the condition on arrival and the type of products supplied.

Nothing in this section affects your statutory rights where products are lost, damaged, unsafe, not as described or delivered after a date that we expressly agreed was essential.

18. DISPATCH AND TRACKING

We normally dispatch online orders from Tuesday to Friday, excluding public holidays and other closure dates.

Our expected dispatch days may change during December, public holidays, annual closures or other busy periods.

When your order has been dispatched, we will normally send tracking information by email or text message.

You may contact the courier directly for routine tracking updates or to manage available delivery options.

However, your purchase contract remains with The Cheese Lady. Please contact us if your parcel:

• appears to be lost;
• has been delivered to the wrong address;
• arrives damaged;
• arrives in an unacceptable condition; or
• has not arrived within the expected delivery period.

19. YOUR DELIVERY RESPONSIBILITIES

You must provide:

• a complete and accurate delivery address;
• the correct postcode;
• the recipient’s full name;
• a valid mobile telephone number;
• a valid email address; and
• suitable delivery instructions.

You must check the delivery details in your order confirmation and contact us immediately if anything is wrong.

We cannot guarantee that an address can be changed once an order has entered preparation, packing or dispatch.

Where an incorrect or incomplete address supplied by you causes a delay, failed delivery, loss or deterioration, we may be unable to provide a refund or replacement.

If a parcel can be redirected or sent again, you may be asked to pay any reasonable additional courier and packaging costs.

This does not apply where the delivery error was caused by us or by a courier failing to follow the correct address supplied.

20. SAFE PLACES, NEIGHBOURS AND UNATTENDED DELIVERY

Because our products are perishable, we strongly recommend providing a suitable safe-place or neighbour instruction in case no one is available.

A safe place should be:

• secure;
• shaded;
• protected from rain;
• away from direct sunlight;
• away from animals; and
• suitable for a food delivery.

Where you instruct us or the courier to leave a parcel in a particular safe place, with a neighbour, concierge or another nominated person, delivery will normally be treated as completed when the parcel is left in accordance with those instructions.

We are not responsible for theft, damage, heat exposure or deterioration occurring after correct delivery to the safe place or person you selected.

We remain responsible where the courier has not followed the supplied instruction, has left the parcel somewhere clearly unsuitable or has delivered it to the wrong address.

Alcohol cannot be left unattended or in a safe place. Age verification may be required before a delivery containing alcohol is handed over.

21. ALCOHOL

You must be aged 18 or over to order, purchase, collect or receive alcohol.

By ordering a product containing alcohol, you confirm that:

• you are at least 18 years old;
• you are not purchasing alcohol for a person under 18;
• the intended recipient is at least 18 years old; and
• you and the recipient are willing to provide acceptable proof of age if requested.

We operate an age-verification policy. Anyone who appears to be under 25 may be asked for suitable photographic identification.

Acceptable identification may include:

• a valid passport;
• a valid photocard driving licence;
• a proof-of-age card bearing the PASS hologram; or
• another form of identification accepted under our licensing requirements.

Alcohol will not be handed to a person who:

• is under 18;
• cannot provide acceptable proof of age when requested;
• appears to be purchasing or receiving it on behalf of a person under 18; or
• is visibly intoxicated where the law or our licence conditions require delivery to be refused.

Orders containing alcohol cannot be left in a safe place or unattended location.

If delivery fails because the customer or recipient cannot satisfy age-verification requirements, we may charge reasonable redelivery, return or cancellation costs. Perishable products that cannot safely be resold may not be refundable.

Alcohol orders are also subject to the permitted hours, delivery conditions and other requirements of our premises licence.

22. DELIVERY TO GIFT RECIPIENTS

When sending a gift, you are responsible for:

• supplying the correct recipient details;
• confirming that the recipient is available;
• warning them that a perishable parcel is expected;
• ensuring that they can refrigerate it promptly; and
• confirming that they are at least 18 if the gift contains alcohol.

We are not responsible for deterioration resulting from a recipient:

• being away;
• refusing the parcel;
• failing to collect it;
• failing to follow tracking updates;
• leaving it unopened; or
• failing to refrigerate it after delivery.

This does not affect your rights where the courier failed to deliver the parcel correctly.

23. FAILED DELIVERIES

If delivery cannot be completed, the courier may:

• make another delivery attempt;
• leave the parcel with an authorised neighbour;
• take it to a collection point or depot;
• return it to us; or
• follow another procedure shown in the tracking information.

You and the recipient are responsible for following tracking updates and taking reasonable steps to receive or collect the parcel.

If a delivery fails because of incorrect information, recipient unavailability, refusal, lack of age identification or failure to collect, we may be unable to refund perishable products.

Where appropriate, we may charge reasonable costs for redelivery, return, replacement packaging or disposal.

24. CLICK AND COLLECT

Click and collect is available from the location or locations shown at checkout.

You must wait until we confirm that the order is ready before travelling to collect it.

Orders must be collected during the published opening hours and by the collection date selected or agreed.

You may be asked to provide:

• your order confirmation;
• your name;
• the order number;
• photographic identification; or
• proof of age for alcohol.

Perishable orders will be held for [NUMBER] days after the agreed collection date.

If you do not collect within this period, we may dispose of products that can no longer be safely sold. Such products may not be refundable.

Please contact us promptly if you need to change your collection date. Changes are subject to product condition, staffing and storage availability.

At Christmas and other peak periods, the number of available collection slots may be limited.

25. TRANSIT PACKAGING

We take reasonable care when packing chilled orders.

Depending on the order, packaging may include:

• cardboard boxes;
• specialist cheese paper;
• insulated pouches;
• ice packs;
• protective dividers; and
• other appropriate packaging materials.

Our packaging is designed to protect chilled products during their expected journey. It does not mean that a parcel can be left indefinitely without refrigeration.

Ice packs may be partly or fully thawed by the time an order arrives. This does not, by itself, indicate that the products are unsafe.

Cheese is not required to remain frozen during delivery.

If you are concerned about the temperature or condition of a product on arrival, refrigerate it promptly, do not dispose of it, and contact us with photographs.

26. STORAGE AFTER DELIVERY

You are responsible for storing products appropriately once they have been delivered or collected.

Unless the product label or supplied guidance says otherwise:

• remove chilled products from the external transit packaging;
• refrigerate cheese and other chilled foods promptly;
• keep products at the refrigeration temperature below 5C;
• retain the original label and packaging information;
• follow any use-by date, if available;
• store opened condiments according to their label; and
• keep wine and ambient goods in suitable conditions.

The shelf life of artisan cheese varies according to its style, age, moisture, rind, maturity and storage.

Failure to refrigerate or store products correctly may cause deterioration and may affect our ability to offer a refund or replacement.

27. DATES ON PRODUCTS

Any use-by date must be followed. Food should not be consumed after its use-by date.

A best-before date relates mainly to quality. A product may remain suitable after this date if it has been stored correctly, but its flavour, aroma or texture may change.

A cheese label may also show:

• a packing date;
• a cutting date;
• a batch date;
• a recommended consumption date; or
• another traceability date.

Please contact us if you are unsure what a date means.

28. CHANGING OR CANCELLING AN ORDER BEFORE DISPATCH

Contact us as soon as possible if you wish to change or cancel an order.

We will try to accommodate changes, but cannot guarantee that we can do so once:

• cheese has been cut;
• products have been prepared or personalised;
• gift packaging has been completed;
• a courier label has been created;
• the parcel has entered dispatch; or
• alcohol or other restricted products have been processed.

Where we agree to cancel an order before preparation or dispatch, we will refund the cancelled amount.

Where products have been cut, prepared or personalised specifically for you, we may deduct reasonable costs already incurred, where permitted by law.

29. CHANGE-OF-MIND CANCELLATIONS AND RETURNS

Cheese, chilled foods and other products liable to deteriorate or expire rapidly are perishable goods.

The ordinary statutory right to cancel an online purchase because you have changed your mind generally does not apply to these perishable goods.

It may also not apply to goods:

• made to your specifications;
• clearly personalised;
• specially cut or prepared for you; or
• sealed for health or hygiene reasons where the seal has been broken after delivery.

This does not affect your rights where a product is faulty, unsafe, damaged or not as described.

For eligible non-perishable products purchased online, you normally have the right to cancel within 14 days after receiving the goods.

To exercise this right, you must contact us clearly within the applicable cancellation period.

You must then return the goods within 14 days after telling us that you wish to cancel.

Unless the product is faulty or we agree otherwise, you are responsible for the direct cost of returning change-of-mind items.

Returned non-perishable goods must be:

• unused;
• in suitable condition;
• complete;
• securely packaged; and
• accompanied by sufficient order information.

We may reduce a refund where the value of a returned item has been diminished by handling beyond what would reasonably be permitted in a shop.

Please contact us before returning anything. Unauthorised returns of perishable products cannot be accepted.

30. FAULTY, DAMAGED OR INCORRECT PRODUCTS

Products must be of satisfactory quality, fit for their normal purpose and as described.

If you believe a product is faulty, unsafe, damaged, missing or incorrect, contact us as soon as reasonably possible.

For visible damage, delivery-condition concerns or chilled-product issues, please contact us within 24 hours of delivery.

Please provide where available:

• your order number;
• a description of the problem;
• photographs of the product;
• photographs of the label;
• photographs of the external and internal packaging;
• the delivery date and approximate time;
• information about where the parcel was left; and
• information about how the product was stored after delivery.

Prompt reporting is particularly important for perishable products because their condition changes naturally over time.

Do not dispose of the affected product or packaging until we confirm that it is no longer required for investigation.

Depending on the circumstances and your legal rights, we may offer:

• a replacement;
• a refund;
• a partial refund;
• store credit, where you agree;
• another suitable remedy; or
• advice where the characteristic is normal for the product.

Requesting prompt notice, photographs or retention of the product helps us investigate but does not remove statutory rights that cannot legally be excluded.

31. COMPLAINTS REPORTED AFTER DELIVERY

Because cheese and chilled foods are perishable, we may be unable to verify a complaint where:

• a significant amount of time has passed;
• the product has been consumed or discarded;
• the label has not been retained;
• no photographs or other evidence are available;
• the product was stored incorrectly;
• the product was left unrefrigerated after delivery;
• the complaint concerns normal ripening or natural mould; or
• the product has been kept beyond its reasonable life.

We will consider each complaint fairly, taking account of:

• the nature and expected life of the product;
• the date of delivery;
• the date the issue became apparent;
• the available evidence;
• the storage conditions; and
• whether the issue is likely to have been present when the product was supplied.

Nothing in this section excludes your statutory rights.

32. REFUNDS

Where a refund is due, it will normally be made to the original payment method.

Refund timing may depend on your bank or payment provider.

Delivery charges will be refunded where required by law. Additional delivery services chosen by you may not always be refundable.

We are not required to provide both a replacement and a full refund for the same item.

Store credit or a voucher will only be issued instead of a monetary refund where:

• you agree to it;
• it formed part of the original purchase arrangement; or
• the law permits it.

33. LOST PARCELS

A parcel will not always be treated as lost simply because it is delayed.

We may need to allow the courier a reasonable opportunity to complete delivery and investigate the parcel’s location.

If a parcel is confirmed as lost, we will provide an appropriate remedy, which may include:

• resending the available products;
• offering suitable substitutions;
• refunding the affected products; or
• refunding the order where replacement is not reasonable.

Where a parcel was correctly delivered to the nominated address, safe place, neighbour or authorised collection point, it will not normally be treated as lost.

34. EVENTS OUTSIDE OUR REASONABLE CONTROL

We are not responsible for delay or failure caused by circumstances outside our reasonable control.

These may include:

• severe weather;
• flooding;
• fire;
• epidemic or pandemic restrictions;
• transport or ferry disruption;
• road closures;
• industrial action;
• courier network failure;
• interruption of utilities or communications;
• government action;
• changes in import or food regulations;
• supplier failure caused by an external event;
• civil emergency; or
• other comparable events.

We will take reasonable steps to minimise the effect of the disruption.

Where an external event significantly prevents us from fulfilling an accepted order, we may:

• delay dispatch;
• offer an alternative date;
• make a reasonable substitution;
• cancel the affected part of the order; or
• issue an appropriate refund.

Nothing in this section removes rights that cannot legally be excluded.

35. SUBSCRIPTIONS

The terms in this section apply to recurring and prepaid cheese subscriptions.

The specific product page will explain:

• what is included;
• the subscription price;
• the delivery frequency;
• the expected dispatch or delivery period;
• whether the subscription renews automatically;
• the minimum commitment, if any; and
• any special introductory offer.

35.1 Rolling subscriptions

A rolling subscription continues and payments are taken at the interval shown when you subscribe until it is cancelled.

Payments are normally taken on the same date as your original order.

You authorise us and our payment provider to take recurring payments using your selected payment method.

To prevent the next scheduled payment or box, cancellation must be completed by 5 working days before the payment date.

A cancellation made after this deadline may take effect from the following box.

35.2 Prepaid subscriptions

A prepaid subscription covers the number of deliveries stated when purchased.

Unless expressly stated otherwise, a prepaid subscription does not renew automatically.

Once a prepaid subscription has begun, change-of-mind refunds are not normally available for boxes already prepared, dispatched or supplied.

Requests to cancel the unused portion of a prepaid subscription will be considered according to:

• the reason for cancellation;
• whether products have already been ordered or allocated;
• any discount applied for prepayment;
• any personalised element; and
• your statutory rights.

Where we agree to refund unused deliveries, we may recalculate supplied boxes at the standard price that would have applied without the prepaid discount, where this was made clear when the subscription was purchased.

35.3 Subscription contents

Subscription contents vary and are selected by us.

Photographs and previous boxes are illustrative only.

We may substitute products according to section 14.

If the subscription includes alcohol, the purchaser and recipient must satisfy the requirements in section 21.

35.4 Delivery details

You are responsible for keeping your subscription delivery address, contact information and payment details up to date.

Address changes must be received at least 2 working days before dispatch.

We cannot guarantee that changes received after preparation has begun will apply to the next box.

35.5 Pausing, skipping and transferring

Subscriptions may be paused, skipped or transferred only where the subscription description expressly allows it or where we agree in writing.

Requests must be made at least 3 working days before the relevant payment or dispatch date.

35.6 Failed subscription payments

If a recurring payment fails, we or our payment provider may retry it.

We may suspend or cancel a subscription where payment remains unsuccessful.

We are not responsible for a missed box caused by expired, blocked or inaccurate payment information.

35.7 Cancelling a rolling subscription

You can cancel a rolling subscription through help@thecheeselady.co.uk

Cancellation stops future renewals once it takes effect. It does not automatically cancel or refund a box that has already been paid for, cut, prepared or dispatched.

We will provide any renewal information, reminders, cancellation options and cooling-off rights required by the law applying at the relevant time.

36. GIFT VOUCHERS

We currently offer two types of gift voucher.

Physical gift vouchers

• Available to purchase in both our Haddington and North Berwick shops.
• Supplied as a physical plastic gift card.
• Valid for 6 months from the date of purchase.
• Redeemable in both our Haddington and North Berwick shops and online at www.thecheeselady.co.uk.
• We allow a grace period of up to 3 months after the stated expiry date. After this grace period, the voucher will expire and cannot be redeemed.

Digital gift vouchers

• Available to purchase online at www.thecheeselady.co.uk only.
• Delivered digitally to the email address provided at purchase.
• Valid for 1 year from the date of purchase.
• Redeemable online at www.thecheeselady.co.uk and in both our Haddington and North Berwick shops.
• Digital gift vouchers cannot be extended beyond their stated expiry date.

All gift vouchers

• Must be redeemed within their stated validity period, including any applicable grace period.
• Cannot be exchanged or redeemed for cash.
• Cannot be used to purchase another gift voucher unless we expressly state otherwise.
• May be used towards a purchase of a higher value, with the remaining balance paid using another accepted payment method.
• May be used over more than one transaction where our voucher system allows a remaining balance to be retained.
• Cannot normally be applied retrospectively to an order that has already been completed.
• May be excluded from certain promotions or discount offers.
• Should be treated like cash. We are not responsible for lost, stolen or unauthorised use of a physical gift card or digital voucher code, unless required by law.
• The expiry date and applicable validity period will be communicated at the time of purchase. We recommend redeeming gift vouchers in good time before expiry.

 Nothing in these terms affects any statutory rights that cannot legally be excluded.

37. LOYALTY SCHEME

Our loyalty scheme is intended for individual retail customers.

Loyalty points:

• have no cash value;
• cannot be sold or transferred unless we expressly permit it;
• cannot be earned on excluded products or transactions;
• may not be earned on gift voucher purchases;
• may be removed where an order is refunded or cancelled;
• may be subject to an expiry period of 2 years;
• may be limited to one account per person; and
• may be cancelled where there is fraud, misuse or abuse.

Points and rewards cannot normally be added retrospectively where the customer did not identify their loyalty account at the time of purchase.

We may make reasonable changes to the scheme, including changes to:

• earning rates;
• redemption values;
• eligible products;
• reward levels;
• expiry periods; and
• the future availability of the scheme.

We will provide reasonable notice of any material change that significantly affects points already earned, where practicable.

“Retail customers” means customers purchasing for their own personal use and not for resale, trade supply, corporate resale or another business purpose.

Check further details here: https://thecheeselady.co.uk/pages/rewards

38. TASTINGS, MASTERCLASSES AND EVENTS

Event bookings are subject to the details shown on the event page, including the date, time, location, age restrictions and what is included.

Unless otherwise stated:

• places are limited;
• payment is required at booking;
• tickets may be transferred to another suitable attendee with our prior agreement;
• attendees must tell us about allergies or dietary requirements 7 days before the event;
• we cannot guarantee that every dietary requirement can be accommodated;
• attendees must be at least 18 where alcohol is served;
• photographic identification may be requested; and
• late arrival may result in part of the event being missed.

Customer cancellation terms:
• more than 14 days before the event: refund or transfer;
• 7–14 days: transfer or credit only;
• fewer than 7 days: no refund unless the place is resold.

If we cancel an event, we will offer a refund or, where available, transfer to another date.

We are not responsible for reasonable changes to speakers, products, wines, venue areas or running order where the overall nature of the event remains substantially the same.

39. WEDDING CHEESE CAKES, CORPORATE ORDERS AND BESPOKE ORDERS

Large, bespoke, wedding and corporate orders may be subject to separate written terms.

These may cover:

• deposits;
• final payment dates;
• estimated weights;
• final guest numbers;
• substitutions;
• delivery and set-up;
• equipment hire;
• cancellation charges;
• postponement;
• damage deposits;
• allergen information; and
• collection of stands or equipment.

Where separate terms are supplied, they form part of the contract and take priority over these general terms for that order.

Cheese weights, appearance and exact dimensions remain subject to natural artisan variation.

40. TRADE AND BUSINESS CUSTOMERS

These consumer terms are primarily intended for customers purchasing for personal use.

Orders placed wholly or mainly for business purposes, resale, hospitality, catering or trade supply may be subject to separate trade terms.

Consumer cancellation rights do not apply to a purchase made wholly for business purposes.

If there is uncertainty about whether an order is a consumer or business purchase, we may ask for clarification before accepting it.

41. ZERO-TOLERANCE POLICY

We are committed to treating customers fairly, politely and respectfully. We expect the same treatment for our employees, contractors, couriers and other representatives.

We will not tolerate:

• threats;
• intimidation;
• discriminatory abuse;
• aggressive or abusive language;
• harassment;
• repeated personal insults;
• deliberate disruption;
• malicious communications; or
• behaviour that places any person at risk.

Where behaviour is unacceptable, we may take proportionate action, including:

• ending a telephone call or conversation;
• asking a person to leave our premises;
• limiting communication to writing;
• refusing future service;
• cancelling an order before dispatch;
• reporting threats or unlawful conduct; or
• contacting the police.

We will not refuse service for an unlawful or discriminatory reason.

Where an accepted order is cancelled under this section, we will provide any refund required by law, less any legitimate non-refundable costs where permitted.

42. WEBSITE USE

You may use our website only for lawful purposes.

You must not:

• interfere with the operation or security of the website;
• introduce viruses or malicious code;
• attempt unauthorised access;
• scrape or extract website content on a large scale without permission;
• use the website fraudulently;
• impersonate another person;
• submit false or misleading information;
• infringe our intellectual property or that of another person; or
• use our content for commercial resale without written permission.

We may suspend access where necessary to protect the website, our customers or our business.

43. INTELLECTUAL PROPERTY

Unless otherwise stated, the content of our website belongs to or is licensed to The Cheese Lady Limited.

This includes:

• photographs;
• videos;
• product descriptions;
• articles;
• educational materials;
• logos;
• branding;
• graphics;
• recipes; and
• website design elements.

You may view and print website content for personal, non-commercial use.

You must not reproduce, publish, sell, distribute, alter or commercially exploit our content without prior written permission.

“The Cheese Lady” and associated logos and branding may be protected names or marks and must not be used in a way that suggests endorsement, association or permission where none exists.

44. CUSTOMER REVIEWS, PHOTOGRAPHS AND SUBMISSIONS

Where you submit a review, photograph, comment or other material to us, you confirm that:

• it is your own work or you have permission to use it;
• it is accurate to the best of your knowledge;
• it does not infringe another person’s rights;
• it does not contain unlawful, threatening, defamatory or discriminatory content; and
• it does not contain malicious software.

You retain ownership of your content.

You grant us a non-exclusive, royalty-free permission to display, reproduce and share the submitted content for purposes connected with our business and marketing, unless you tell us otherwise.

We may moderate or remove content where reasonably necessary.

We will handle personal information in accordance with our Privacy Policy.

45. THIRD-PARTY SERVICES AND LINKS

Our website may contain links to third-party websites or use third-party services, including:

• Shopify;
• payment providers;
• subscription platforms;
• delivery-date applications;
• courier tracking systems;
• review platforms; and
• social media services.

We are not responsible for the independent content, availability or privacy practices of third-party websites.

This does not affect our responsibility for fulfilling orders placed directly with us.

46. PRIVACY

We use personal information to process orders, arrange delivery, provide customer service, prevent fraud, meet legal obligations and operate our business.

Further information is available in our Privacy Policy and our Cookie Policy are available here: https://thecheeselady.co.uk/policies/privacy-policy

47. OUR RESPONSIBILITY TO YOU

We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.

We are not responsible for losses that:

• were not foreseeable when the contract was formed;
• were caused by inaccurate information supplied by you;
• were caused by your failure to follow reasonable storage or delivery instructions;
• arose from normal artisan product variation;
• were caused by circumstances outside our reasonable control, subject to your statutory rights; or
• relate to a business activity where you purchased as a consumer.

We do not exclude or limit responsibility where it would be unlawful to do so, including responsibility for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of statutory consumer rights; or
• any other liability that cannot legally be excluded.

Our products are supplied for private consumption unless otherwise agreed.

48. YOUR STATUTORY RIGHTS

Nothing in these terms excludes or limits rights or remedies that cannot legally be excluded.

This includes your rights under the Consumer Rights Act 2015 and applicable distance-selling legislation.

Products supplied to consumers must be of satisfactory quality, fit for purpose and as described.

Some legal remedies and time limits may operate differently for products with a naturally short life, including highly perishable food.

49. COMPLAINTS

We hope to resolve any concern quickly and fairly.

Please contact:

Email: help@thecheeselady.co.uk
Telephone: 01620 823 729
Postal address: The Cheese Lady Limited, 3 Court Street, Haddington, EH41 3JD

Please provide:

• your name;
• your order number;
• a clear description of the issue;
• the outcome you are seeking; and
• any relevant photographs or supporting information.

We will acknowledge your complaint within 2 working days and aim to provide a substantive response within 5 working days.

50. CHANGES TO THESE TERMS

We may update these terms to reflect:

• changes in law;
• regulatory guidance;
• our products or services;
• delivery arrangements;
• technology;
• payment methods; or
• business operations.

The terms in force when we accept your order will normally apply to that purchase.

Updated terms will be published on our website with a revised “last updated” date.

Changes will not retrospectively remove rights attached to an order already accepted.

51. TRANSFER OF RIGHTS

We may transfer our rights and obligations under these terms to another organisation, for example as part of a sale or restructuring of our business.

We will ensure that the transfer does not reduce your rights.

You may transfer your rights under a contract only where we agree or where the law permits.

52. SEVERABILITY

Each section of these terms operates separately.

If a court or relevant authority finds part of a section unlawful or unenforceable, the remainder of that section and the other sections will continue to apply.

53. DELAY IN ENFORCING THESE TERMS

If we do not immediately enforce a right under these terms, this does not mean that we have waived that right.

54. ENTIRE AGREEMENT

These terms, together with any applicable product details and policies incorporated into them, form the agreement between us for your purchase.

Nothing in this section limits responsibility for fraud or fraudulent misrepresentation.

55. GOVERNING LAW AND COURTS

These terms are governed by Scots law.

If you live in Scotland, the Scottish courts will have jurisdiction.

If you live elsewhere in the United Kingdom, you may also have the right to bring proceedings in the courts of the part of the United Kingdom where you live.

56. CONTACTING US

Questions about these terms should be sent to:

The Cheese Lady Limited
3 Court Street, Haddington, EH41 3JD
Email: hello@thecheeselady.co.uk
Telephone: 01620 823 729