1 Placing an order
You can order our hampers online. Gift cards are also available online in denominations of £10, £20 & £50. Other denominations are available in-store at The Cheese Room. For each order you agree to provide
Your full name
Your email address
Your billing address
Your telephone number
We will deal with this information in line with our privacy. Once you have placed an order with us you will receive the following communications
- A confirmation email within 24 hours of placing your order. You’ll find information about what you’ve ordered and what to do if you have any questions.
- An email notifying you when your order has been dispatched. This details when you should expect to receive your order or when it is available to collect from our shop if you have chosen the click & collect option.
We make every effort to ensure that we meet your order requirements, but please note that hamper contents are subject to change depending on stock availability. All products will be substituted with a similar product to greater or equal value that closely reflects the original.
You can also order by phoning us on 01634 831616 or by visiting us in-store. Just tell us what day you want to collect your hamper and we will have it ready for you. We may ask for a deposit in advance of collection.
2 Bespoke hampers
We also offer bespoke hampers; meaning that if you can’t find what you’re looking for on our website, we can almost certainly still make it up for you.
3 Changed your mind?
If you change your mind about an order please call us on 01634 831616 or email us. Providing we haven’t dispatched your order we will cancel it at no charge to you. We aim to dispatch orders within 48 hours of the order being taken. You can still cancel your order without charge in certain circumstances even after we have dispatched the goods to you. Please see below at clause 5.
4 Delivery to you
For hampers, you currently have one delivery option
Click and collect at our shop in Rochester.
Gift Vouhers are delivered free of charge.
Some of our hampers contain alcohol and under the 2003 Licensing Act, it is an offence to purchase or attempt to purchase alcoholic liquor if you are under the age of 18. We will not sell or deliver alcohol to anyone who is, or appears to be, under the age of 18. By placing an order for alcohol you confirm that you are at least 18 years old and we reserve the right not to deliver if we are unsure of this.
a) Delivery outside of the UK
Hampers are not available for delivery at present. Gift cards will be posted Royal Mail to anywhere in the UK.
b) Click & Collect
If you choose the click & collect option at the checkout, we will notify you when your hamper is ready for collection. We aim to have hampers ready for collection within two working days from which the hamper is ordered.
After placing your order you will receive an automated acknowledgement. Once we accept your order, a contract to purchase and deliver products takes affect between you and The Cheese Room.
Upon placing your order, you will be charged for the products and any associated delivery costs when applicable.
5 Right of cancellation, returns & refunds
You have a right to cancel your contract with us for the hamper you have ordered within 14 days without giving any reason. This cancellation period will expire after 14 days from the date on which you take, or a third party nominated by you to receive the goods, takes physical possession of the hamper. You do not need to give a reason for doing so and you will not pay any penalty.
In order to exercise the right to cancel you must first inform us at The Cheese Room by emailing email@example.com. We will then reimburse to you all payments received, including the cost of delivery.
In order to obtain a full refund, please ensure that individual food items have not been opened and that the hamper is in the same state in which it arrived. We may make a deduction from the reimbursement for loss in value of any hamper supplied, if the loss is the result of unnecessary handling of the hamper by you.
We will make reimbursement without undue delay – no later than 14 days after we receive the goods supplied back. This will be made using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
You must send back the goods to us without delay and in any event no later than 14 days from receiving your hamper. The deadline is met if you send back the goods before the period of 14 days has expired and proof may be required.
If you do wish to cancel your contract and return the goods then we ask that you do not open the goods and carefully re-package them for delivery. Please include your name, address, phone number and order number in the package and label it with the sticker supplied. You will then be given instructions for how to return the parcel.
If your goods arrive damaged, please contact us immediately so we can put things right. We do our best to pack them safely, but even the best prepared parcel can get dropped or jostled en-route to you. If you send these products back to us within 14 days of receiving them, we will offer you an exchange where possible, or a full refund within 14 days of us receiving the return.
6 Gift Vouchers
Gift Vouchers can be purchased at thecheeseroomrochester.co.uk or in-store at The Cheese Room. Gift Vouchers will be sold in GBP (£ Sterling).
Gift Vouchers cannot be exchanged for cash. The Cheese Room will not accept responsibility for lost, stolen or damaged vouchers.
Multiple gift vouchers can be used in a single transaction.
We reserve the right to refuse gift vouchers which we believe have been tampered with, duplicated, or otherwise affected by fraud.
The Cheese Room may cancel the value of the voucher if we do not receive payment from the purchaser’s bank or card company. Further action may be taken where the fraudulent use of a credit card is suspected.
The Cheese Room reserves the right to refuse a voucher if we suspect the card or any amount on it may have been stolen or obtained in another illegal way.
7 Events bookings
As with gift vouchers, delivery charges do not apply to events bookings. You will receive an order receipt and your tickets via email, which you should bring with you to the event. Cancellations are only accepted if you contact us more than 48 hours before the event start time. During this period, a full refund will be issued. If you cancel less than 48 hours before the event start time, refunds will not be given.
8 Cancellation by us
We reserve the right to cancel the contract between us if:
- We have insufficient stock to deliver the products you have ordered and there are no suitable alternatives.
- We are unable to deliver to your area.
- One or more of the products you ordered was listed as an incorrect price due to a typographical error.
If this is the case, we will advise you by email and will re-credit the full amount to your card as soon as possible within 30 days of your order. If you are a corporate customer that has not paid by credit card we will still make the arrangements to refund you within 30 days of your order being placed.
Our prices, as stated on our website, are in pound sterling (£) and include VAT at the appropriate rate where applicable.
You will be charged in pounds sterling even if you don’t live in the UK. We reserve the right to amend prices at any time. Overseas orders may incur bank charges for international transactions. Prices and promotions at our food hall may not apply to this website, unless otherwise stated, and vice versa. Any discount codes supplied are subject to change or termination at any time. All offers are subject to availability and may end before originally advertised.
10 Payment and security
When you come to pay for your products you enter into a secure area on our website. All payments are processed through a company that have been audited for PCI Compliance, and are certified to PCI Service Provider Level This is the most stringent level of certification available. For more information on security please click here
Payment will be taken in GB pounds (£), and if applicable, your card will be charged according to the exchange rate at that time.
11 Events beyond our control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by events outside our reasonable control (Force Majeure Event).
A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following
- Strikes, lock-outs or other industrial action.
- Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war.
- Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster.
- Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
- Impossibility of the use of public or private telecommunications networks.
- The acts, decrees, legislation, regulations or restrictions of any government.
Occasionally, parcels going overseas may be delayed or stopped at customs when entering your country. This is beyond our control and we cannot be responsible for parcels detained in this way.
12 The contract
The contract between you and us is legally binding. Your order constitutes an offer to us to buy a product. This does not affect your statutory rights. If we believe a customer acts against these terms and conditions, we reserve the right to cancel or suspend their order. This includes non-payment of ordered products and fraudulent use of our website and/or sales. We also reserve the right to bar certain email addresses and telephone numbers from accessing our website to place orders. We will not accept an order from any customer who we have suspended. Ownership of the products will only pass to you when the order has been placed and we have received full payment.
A person who is not party to the contract shall not have any rights under or in connection with it.
By ordering from our website, you agree not to commercially resell any of our products. Commercially reselling our products is a breach of these terms and conditions and your agreement with us.
14 Corporate customers
For corporate customers with orders over £500 net of VAT we may, at our discretion, allow such customers to make payment after receiving an invoice from us. This is subject to satisfactory credit checks and each business will be looked at individually when making this decision. If you are a corporate customer, the right of cancellation in clause 4 does not apply to the contract between us, except in the case of goods that arrive damaged.
16 Intellectual property
The content of this website is protected by copyright, trademarks, database rights and other intellectual property rights. You may not reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on this website without written permission from us.
17 Governing law
The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.
18 Our liability to you
If you return the goods to us because they are defective (whether under clause 4 or otherwise) or if you do not receive goods ordered by you within 30 days of the date upon which you ordered them, and you have let us know in writing of the problem within 14 days of the date upon which you ordered the goods, we shall, at your choice
- a) Deliver the correct quantity of goods to you.
- b) Deliver replacement goods (where the goods are damaged or defective); or
- c) Refund to you the amount paid by you for the goods in question in whatever way we choose.
If you do not advise us of any damaged or undelivered goods within the stated time periods, you cannot return the goods to us.
Unless the law provides otherwise, we will not be responsible for any loss of profits, business or goodwill (or similar loss) which you may suffer because of any problem about which you notify us and we shall have no responsibility to pay any money to you by way of compensation other than to refund you the amount paid by you for the goods in question under this clause 16.
Nothing in these terms and conditions is intended to limit any rights you may have as a consumer under any laws or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury caused by our negligence.
We may waive any of our rights under our contract with you at any time and for any reason without affecting our ability to enforce that right or any other provision of that contract.