Terms & Conditions

Agreement to Terms and Conditions

1.1 Acceptance of Terms and Conditions

1.1.1 West London Bakeries Ltd is a company registered in England and Wales (company number 08556372) with the VAT number 167745274.

Our registered office address is: West London Bakeries Ltd, Unit 10 Kendal Court, Kendal Avenue, London, W3 0RU

Our address for correspondence is: West London Bakeries Ltd, Unit 10 Kendal Court, Kendal Avenue, London, W3 0RU

1.1.2 Using our website or making a purchase of our products is a tacit consent to the terms and conditions outlined below. Please exit our website if you are not in agreement with these terms.

1.2 Changes to Terms and Conditions: These terms and conditions were most recently updated on 5th July 2023. We reserve the right to make changes to the terms and conditions. Each use of our site amounts to acceptance of our most up to date terms and conditions.

1.3 Accounts and Billing: Details of your order history can be found by logging into your account section here: www.mariellas.co.uk/my-account/

Website usage

2.1 The content of this website is the property of West London Bakeries Ltd. You do not have the right to copy or imitate this content without our permission.

2.2 You agree not to upload or transmit virus containing software or other computer code or files designed to interfere with the functioning of our site and service.

2.3 We retain the right to limit access to registered users of Mariella’s online accounts.

2.4 You are solely responsible for the confidentiality of your account and password, for activity on your account, and for restricting access to your computer. We will not be held liable for any loss or damage that may result from your failure to do so.

2.5 The information contained in this website is for general information purposes only. We endeavour to keep the information contained on the website up-to-date and correct (this excludes the limitations outlined in clause 2.6 below).

2.6 West London Bakeries Ltd owns all intellectual property rights relating to this website. This includes but is not limited to graphics, logos, photographs and videos. You do not have the right to reproduce this intellectual property nor do you have the right to acquire ownership of these rights without first obtaining a non-exclusive agreement with ourselves. West London Bakeries Ltd reserves the right to ask you to remove any links you may publish to our website

Account sign up

3.1 You are required to be an individual and agree to these Terms and Conditions in order to set up an account with us or you must be part of an organisation or company that authorises you to register in their behalf.

3.2 We require a name, email address, delivery address, phone number and the billing and payment details to process your order.

3.3 This information you provide is true and accurate and regularly updated.

3.4 We reserve the right to refuse your application for account signup.

3.5 You are responsible for all activities and purchases that occur under your account. You must notify us immediately if you know of, or suspect, that anyone has obtained access to your account or if you otherwise become aware of any unauthorised use of your account or other security breach.

3.6 Your access to the website may be limited due to maintenance, repairs and other updates.


4.1 Orders can be submitted online any time (subject to clause 3 above). You are able to view your previous orders by checking your order history on the website provided you were logged in and checkout out as an account holder rather than a guest. We are unable to amend your order contents once it has been placed. We require 48 hours to amend your delivery address or cancel your order prior to your preferred delivery date. You are held responsible for the information entered at checkout and to ensure this information is correct.

4.2 You are responsible for entering the correct address at the checkout. If you enter the wrong address and an attempt is made to deliver to this address, we are under no obligation to resend the order at our expense. At our discretion we may offer to resend the order for a charge of 50% of the value of the order plus a £3.99 shipping charge.

4.3 In submitting an order you are entering a contract to complete your purchase with us, you cannot then cancel your order as specifically stated here.

4.4 There is a minimum order value of £20.

Ingredient, nutritional and allergen information

5.1 A full list of each product’s ingredients, nutritional and allergen information can be found on the reverse of each pack and on the website.

5.2 Nutritional information has been calculated through lab tests and based on the ingredients used. Although every care has been taken to improve the accuracy of the nutritional information published about our products, discrepancies in these values may occur under the following circumstances:

Variable proportions of frosting to sponge. Not all Pearls were born equal (some pearls contain more frosting than others).
Dehydration of the product due to length of time exposed to heat and natural staling (this will increase nutritional values).
Changes in brand of ingredient used. We always seek the best ingredients, when we change our ingredients nutritional test results may marginally vary. Different forms of nutritional calculation produce different results.

5.3 We state if the recipe contains 1. Cereals containing gluten and gluten products; 2. Milk/lactose; 3. Eggs; 4. Peanuts; 5. Nuts; 6. Celery; 7. Mustard; 8. Sesame seeds; 9. Soya or soybeans; 10. Fish; 11. Crustaceans; 12. Sulphur dioxide or sulphites; 13. Lupin; 14. Moluscs

5.4 We cannot guarantee that traces of the above allergens will not appear in the finished product as all our products are made on the same premises.


6.1 The prices of products may vary from time to time as stated on the website.

6.2 Continuous payments are taken as authorised by yourself when signing up for a West London Bakeries Ltd Subscriptions service.

6.3 Payment times will vary in the approach to a bank holiday, when we may take payment up to seven days earlier. We will advise of changes to payment times in our FAQs page of the website the week before a bank holiday.

6.4 Payments are taken in full via Paypal, Stripe or direct bank transfer. A summary of these can be found in your order history once you have set up an account with us. We are unable to send out goods prior to receiving payment. This includes e-cheques.

6.5 You agree not to hold us responsible for banking charges incurred due to payments on your account.

6.6 We do not store credit card details nor do we share customer details with any third parties.

6.7 You can cancel a subscription at any time – see section 8 below.

6.8 Gift vouchers are non-refundable. In the event a voucher has expired we are unable to exchange it for its cash value.

Delivery and Returns

7.1 Deliveries are carried out by our chosen courier Royal Mail. We reserve the right to change the courier we use without prior notification.

7.2 We reserve the right to extend the delivery timeframe stated which may vary based on 1. stock availability; 2 errors with your delivery address; 3 the day of the week that you place your order; 4 accidental circumstances which affect the couriers delivery capabilities.

7.3 We cannot be held responsible for delays, which occur outside our control, regarding the delivery of your goods.

7.4 You will be notified of your delivery schedule to the email and mobile address you provide on your account or at checkout. It is your responsibility to ensure these are up to date.

7.5 You must report any damages, non-receipt or other problems with your delivery within 7 days of the scheduled delivery by email. Please note that you are responsible for correctly storing the products upon receipt. We cannot be held responsible for damages caused by improper storage conditions, nor for products that have passed their best before dates.

7.6 In the case of non-receipt of an item which has been delivered and left in your nominated safe place or with a neighbour in your absence, you will not be eligible for a refund or replacement.

7.7 We reserve the right to cancel and refund your order due to problems with delivery to you area.

7.8 We do not offer a satisfaction guarantee. If you are dissatisfied with the product we do not accept returns nor do we offer refunds.

7.9 You must notify us if you are dissatisfied with any element of our product or service in writing by using the contact form in the bottom right hand corner of the screen or by post. We reserve the right to request you to provide photographic evidence of or return damaged or faulty items to the postal address for correspondence referenced in clause 1.1 of this agreement. If the fault is agreed, a credit or replacement will be issued for the goods.

Cancellation policy

8.1 You must cancel your order at least 2 working days prior to your delivery day by using the contact form in the bottom right hand corner of the screen with instructions to cancel the order. Working days are Monday – Friday 9am -5pm. You must specify the correct order number and delivery postcode in order for us to locate and cancel your order.

8.2 You are responsible for ensuring your request for a cancellation is not only transmitted by you but also received by us in order for us to process the cancellation.

8.3 We reserve the right to terminate our subscription service, without reason and without prior notification.

8.4 Due to the perishable nature of the goods we deliver, you do not have the right to cancel an order which is already pending delivery under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Affiliate Programme

9.1 You are only able to refer new customers to our website to qualify for the referral discount.

9.2 Publishing affiliate codes on voucher websites is strictly prohibited. We reserve the right to block any affiliate who publishes their referral code on a publicly available source such as voucher site from the programme.

9.3 Fraudulent activity such as self-referral will be flagged and blocked by our system.


10.1 Your use of this website is governed by these Terms and Conditions and construed and enforced in accordance with the laws of England and Wales. Disputes arising from your use of this website and the services we provide are subject to the non-exclusive jurisdiction of the courts of England and Wales.

10.2 These terms and condition do not restrict any of your statutory rights. Please contact your local authority Trading Standards Department or Citizen’s Advice Bureau for more information regarding this.

10.3 If we delay exercising or fail to exercise or enforce any right available to us under these Terms and Conditions, such delay or failure does not constitute a waiver of that right or any other rights under these Terms and Conditions.

10.4 We will not be liable to you for any lack of performance, or the unavailability or failure, of this website or our services, or for any failure by us to comply with these Terms and Conditions, where such lack, unavailability or failure arises from any cause reasonably beyond our control.

10.5 Nothing in these Terms and Conditions confers on any third party any benefits under the provisions of the Contracts (Rights of Third Parties) Act 1999.