1. Introduction


These terms and conditions apply to all orders placed with The Chuckling Cheese Company (“our”, “us”, “we”) by yourself (“you”, “your”), for any product (“good”, “item”) or service (“subscription”) that is sold either: through a representative acting in an official capacity on our behalf, via www.chucklingcheese.co.uk (“the website”), or via a third party marketplace.


By committing to a financial transaction with us, you agree to be bound by the terms and conditions as defined within this page.


None of these terms affect your statutory rights, nor do they affect your rights under The Consumer Protection (Distance Selling) Regulations 2000.


Contact details and operating times for our customer service team can be found on our contact page: https://www.chucklingcheese.co.uk/contact-us

  1. The Company


The Chuckling Cheese Company Limited is registered in England & Wales. Our company number is 09442023, and our VAT number is 159111814.

  1. Account Registration & Data Protection


Should you decide to register with us via the website you will be responsible for maintaining the confidentiality of your account credentials (e.g. your email address and password), and for preventing unauthorised access to your account.


You agree to:

  1. Accept responsibility for all activities that occur under your account.

  2. Take all necessary steps to ensure your account credentials are kept confidential and secure.

  3. Inform us immediately if you have any reason to believe that your account or its credentials have become known to anybody else, are being used (or are likely to be used) in an unauthorised manner.

  4. Ensure that all details provided to us upon registration (and updated thereafter) are correct and complete.

  5. Not to impersonate any other person or entity, or to use a false name or a name that you are not authorised to use.


You can access and update your account details on the website by “logging/signing in”.


Please contact our customer service team immediately of any changes to your details that may affect an order you have placed with us that is yet to be dispatched. Please note that if an order has been dispatched, or is being prepared for dispatch, we cannot guarantee that we will be able to amend any incorrect details.


For the purposes of checking out as a guest; references to your account and its registration within these terms and conditions are respectively considered to be the collection of, and entry of, all details inputted at the time when your order was placed.

  1. Mail Orders & Purchase Orders


Goods are subject to availability. If we are unable to provide any specific goods, we will aim to inform you of this as soon as possible to offer alternatives. Pre-made gift sets are to be considered a collection of individual goods that follow a specific theme, and it is possible the contents of a gift set may differ between batches as they are often manufactured in bulk.


Any details provided that indicate the contents of a pre-made gift set (e.g. a photograph, image, or description) are for guidance purposes only. A disclaimer will usually be present to bring awareness to the possibility of substitutions occurring, however the absence of such a disclaimer does not nullify this possibility.


If for any reason we are unable to inform you of potential substitutions then we reserve the right to substitute the affected goods at our own discretion. We also reserve the right to decline an order, either in part or in full, at any point prior to its dispatch.


In cases where there are no alternatives available (or otherwise suitable) for substitution, or if any part of an order has been declined by us, then we will notify you as to the reason why, and any affected goods that will be not dispatched will instead be refunded.


We highly recommend that your email address is provided correctly when placing an order via the website so that an order acknowledgement email can be received. Please note that an order acknowledgement email does not constitute acceptance of any orders it relates to.


The contract pertaining to your order will be formed at the place of dispatch of the goods, namely the United Kingdom of Great Britain and Northern Ireland (UK).

  1. Prices & Invoicing


Products and services are invoiced in GBP (British pound sterling) at the prices prevailing at the time in which the order was placed.


All prices displayed are inclusive of value added tax (VAT) which will be charged at the current rate when applicable, and are not inclusive of any delivery fees unless otherwise stated. Delivery fees paid to us cover only the initial cost of postage. Additional fees relating to the import and/or export of your order, such as customs charges, are not included, and you will need to arrange your own payment for these where applicable.

Although we try to ensure that all prices displayed are accurate, errors may occasionally occur. If you believe you may have identified a pricing error, please contact our customer service team describing your concern.


In the event of a valid pricing error being identified in relation to an order that you have placed, you will have the option to continue with your order at the correct price, or to cancel the order in full provided it has not already been dispatched – a refund for any monetary value owed will be refunded in either case.


We reserve the right to update the prices of our products and services at any time.

  1. Payments & Refunds


You may pay for the items which you order via the website with most major credit and debit cards using the secure online payment service provided. Payment via a PayPal account is also accepted. The payment method relevant to you can be selected during the checkout process.


Gift cards, reward points, and promotions can be redeemed during the checkout process to discount the amount due for payment when placing an order.


Please note that only virtual gift cards originally purchased via the website are valid for use during the website’s checkout process. Physical gift cards purchased in-store are only valid for use in-store, and are not suitable for online purposes, and vice versa.


Refunds issued for an order may only be made via the payment method that was chosen during checkout. Partial refunds made toward products within a gift set may be scaled to their equivalent values based on the percentage of the gift set contents they constitute.


Any refunds issued may not be to an amount that cumulatively would exceed what was paid toward the order at its time of purchase. In the event in which a refund cannot be issued, an equivalent will be provided in the form of an online and/or in-store discount.

  1. Promotional Content

  1. Introduction


Promotions include any and all of our offers that promote, support, or otherwise encourage the placing of an order (e.g. reward points, discounts, deals). Promotions cannot under any circumstances be negotiated, transferred, or exchanged for any real-world cash equivalent.


Promotional codes and reward points provided by us can only be redeemed on the website, and cannot be applied retroactively to orders that have already been placed. Promotional codes may be subject to additional restrictions (e.g. minimum spend, account type or status, the product or service, compatibility with other promotions). Only one promotional code may be applied to an order at any given time.


Reward points are earned only upon the dispatch of an order placed via the website, and will not be received for orders which have been cancelled, or for orders we have declined. We reserve the right to modify reward points at any time, including those already made available to an account.


Additional terms and conditions may apply to a promotion, which will be present within the fine print of the promotion. Please refer to the terms and conditions of the promotion for any such restrictions that may apply.


Any promotions applied to an order are considered to be applied on a per-item basis.


By entering into a promotion, or by tagging or mentioning us directly or indirectly in any way that is in connection to a promotion (including photos and/or videos), you agree that we can “repost”, “retweet”, publicise, and otherwise use any content in which we were mentioned.

  1. Competitions


Competitions are a form of promotion in which prospective entrants may participate for the chance to win a prize or prizes. Competitions will be advertised either on the website or on social media profiles which we maintain and operate ourselves.


Entrants for a competition must be residents of the United Kingdom of Great Britain and Northern Ireland (UK) and be aged 18 or over. A maximum of one entry will be accepted per person. Additional restrictions and possible exceptions to existing restrictions may apply on a per-competition basis. Eligibility for a competition is based upon the required entry process first being completed.


All instructions and rules related to a competition, and any details on prizes which may be won, will all be made available either within promotional materials for the competition, or any related announcements. Prize imagery is for guidance purposes only; colours and other minor details may vary from what is advertised. Prizes may be swapped in part or in full for a suitable alternative, at our sole discretion, if we consider it necessary. Prizes cannot be used in conjunction with other promotions and/or prizes unless otherwise stated.


Unless stated otherwise, any winners of a competition will be selected at random, either via an automated process, or via a manual process which will be conducted and/or supervised by an independent person. Any selected winners will be notified within 14 days following the competition’s end date, and provided instructions detailing how to claim any prizes available.


Prizes must be claimed within 28 days of the notification being sent, unless an alternate date has otherwise been specified. Failure to claim a prize within the time allotted, or failure to comply with any instructions that may have been specified, will result in your right to claim the prize being forfeited. You may not claim more than one prize per competition, and we reserve the right to withhold or reclaim any secondary or subsequent prizes at any time.


In any case in which your right to claim a prize has been forfeited, an alternative winner will be selected. You will not be entitled to receive a prize which, for any reason, you would be prohibited by law from purchasing, using, owning, or possessing.

  1. Dates & Times


All dates and times relevant to a promotion are based on the dates and times within the United Kingdom of Great Britain and Northern Ireland (UK).


Based on this:

  1. Start dates and times will be considered to be the date and time in which a promotion is first advertised unless otherwise specified.

  2. End dates and times will be specified within the terms and conditions of a promotion.


Promotions are only valid whilst stock relevant to the promotion lasts, and may not be valid for repeat use once already applied to an order. 


We reserve the right to withdraw a promotion at any time, and to decline an order where (at our discretion) we consider a promotion invalid for the order in which it was applied to.

  1. Dispatch & Delivery


We aim to deliver all orders within 2 to 5 working days of them being placed, subject to stock availability, and provided there is no preferred delivery date that would otherwise exceed this.


When an order contains one or more items only available for pre-order, your order will not be dispatched until the latest release date – regardless of any preferred delivery date you may have chosen.


To request a preferred delivery date via the website, please do so when prompted during the checkout process. This will be in the form of a calendar allowing you to select the date preferred.


Dispatch and delivery dates are for guidance purposes only – whilst we will always try our utmost to meet them, please be aware that they are not a guarantee. Please note that preferred delivery date requests made in an improper manner (e.g. in the form of notes appended to your order) are not guaranteed to be acknowledged.


An email notifying you of an order's dispatch will be sent to the email address used to register the account with which you placed your order. Consignment and tracking numbers relating to your order will be provided only if they are available at the time of dispatch.


Please note that tracking information will only be available once your order has been collected by the courier contracted to deliver the order, and its collection being registered within their network. Please allow at least 8 hours for tracking information (and updates thereafter) to be made available.


Orders are dispatched on a 24 to 48-hour service; either tracked or untracked depending on the contents of the order. Please note the terms and conditions of the relevant courier apply regarding your delivery (e.g. number of delivery attempts made, estimated delivery times).


A signature will not usually be required to accept the delivery of an order, however this may differ on a case-by-case basis.


In order to give your order the best chance of getting to you, we highly recommend adding delivery instructions, which will be prompted during checkout if placing the order via the website. An example would be to instruct the courier of a suitable place to leave your parcel if you are unavailable at the time delivery is made.


Your order will be dispatched for delivery to the address provided during checkout, with any amendments that we have confirmed in writing to have been made. Orders dispatched to an incorrect address as a result of an input error on your part may not be refundable, and a replacement may be charged at full price.


An alternative delivery address (e.g. a neighbour) must be located on the same street or otherwise considered within the immediate vicinity (at the discretion of the courier) of the delivery address used at the time of dispatch.


Any additional fees incurred (e.g. redirection or uplift costs) will be passed on to you at your own cost.


Dispatch days offered range Monday to Friday. Delivery days offered range Tuesday to Saturday. Saturday delivery may incur an additional charge. During peak periods there may be notifications present on the website that override advertised dispatch and delivery dates.


With limited exceptions, we require that all delivery addresses provided are located within the territory of the United Kingdom of Great Britain and Northern Ireland (UK).


Delivery is also available to the following crown dependencies at no extra charge:

  • Bailiwick of Guernsey

  • Bailiwick of Jersey

  • Isle of Man


Please note that due to these restrictions we may be unable to deliver to addresses that require a British Forces Post Office (BFPO) code – depending on their destination.


We may sometimes include ice packs to help maintain a cool temperature within the parcel of your order depending on weather conditions, but this is not a guarantee.


Please refer to the terms and conditions of the courier handling your parcel for additional terms and conditions that may apply.

  1. Cancellation


If you wish to cancel an order please contact our customer service team via email immediately.


Please note that if your order is being (or has been) dispatched, we cannot guarantee that we will be able to cancel your order. Depending on the circumstances, it may be possible to return your order to us. Please refer to the returns section for eligibility and more details.

  1. Returns & Replacements


If there is an issue regarding your order, please contact our customer service team via email within 24 hours from receipt of your order. We reserve the right to request photographs and other information related to the order to help determine any potential resolution.


Any returns for perishable and personalised goods are only accepted if the goods are deemed at our discretion to be damaged or otherwise faulty.


Where possible, all items being returned must be received by us in their original, complete, and undamaged packaging. Any returns containing perishable items will be required to be sent back on a 24-hour tracked service and must contain ice packs to keep the items chilled.


All returns must be accompanied with their original paperwork, or if unable to do so, a slip containing any relevant order numbers so that the return can be identified upon its receipt. If there is no way to identify an order then it may not be possible for any resolutions which were promised to be fulfilled.


We reserve the right to deduct any costs incurred to us including those from damages sustained to the products within the return, and any miscellaneous fees paid in order to facilitate the returns process.

  1. Liability & Loss of Business


We will not be responsible to you or any third party for any business loss, including but not limited to: a loss of revenue, profits, contracts, anticipated savings, wasted expenditure, or goodwill; nor will we be responsible for any loss or damage which does not directly result from our actions, or the actions of our subcontractors or suppliers, that is consequential, or was not reasonably foreseeable to both you and us when the contract between us was formed.


Our liability to you under these terms and conditions will not exceed the total amount charged for any items or services purchased. Nothing in these terms and conditions excludes our liability to you for personal injury or death caused by our negligence.


We reserve the right at any time to make changes to the website, these terms and conditions, or any such other policies.

  1. Subscriptions

  1. Product Information


The contents of a subscription are alternated on a monthly basis, and may differ depending on the type of subscription purchased. All details provided that indicate the contents of a subscription are for guidance purposes only.


We will never indicate which specific products may be included. We reserve the right to include products which may not have been explicitly referred to.


Product preferences are guaranteed only if the relevant variation of subscription service has been purchased (e.g. “gluten-free” or “no blue cheese”).


All cheese subscription boxes include approximately 725g of cheese products. Please note that this weight is a guideline – not a guarantee. We will always strive to meet the guideline weight as close as reasonably possible, however the actual weight received may differ.

  1. Payments & Cancellations.


Subscriptions operate on a recurring basis; the period in which a recurring basis covers will vary between the type of subscription plan purchased. Payments for subscription must be made in full for the period that they cover, at the time in which they are ordered.


Recurring payments toward your subscription will be taken from the same payment method that was used to make the initial purchase of your subscription. Payments will be taken on the same calendar day of the month in which the subscription becomes due for renewal.


Please note that gift cards and reward points cannot cannot be used toward payment for a subscription, nor will any payments made toward a subscription earn reward points. Unless specified otherwise, promotions will not be applicable to a subscription.


Recurring payments toward your subscription can be cancelled by “logging/signing in” at the following link: https://subscriptions.zoho.eu/portal/thechucklingcheeseco


If you are unable to cancel your subscription and require assistance, please contact us immediately. We will require that you provide us at least one week’s notice prior to your subscription’s next billing date, otherwise we may not be able to guarantee cancellation before other payments are made.