Refund policy

Last updated: 5 August 2026

This policy applies to food and drink orders and event tickets bought directly from Florence & Amelia's Limited through our website or our linked Lightspeed Order Anywhere service. It does not affect your statutory rights.

Food and drink orders

Our food and drink products are perishable and may be prepared for a particular collection or delivery time. You may cancel a collection or local-delivery order for a full refund by contacting us before 9:00 am on the day it is due.

After that deadline, we may already have bought ingredients or started preparing your order. We do not normally offer a change-of-mind refund after the deadline. This does not affect your rights if an item is faulty, unsafe, not as described or otherwise not supplied with reasonable care and skill.

A large, bespoke or highly customised order may have separate cancellation terms. We will tell you about those terms before accepting the order. Any amount retained following cancellation will be limited to reasonable, unrecoverable costs or losses caused by the cancellation.

Late or missed collections

If you are late, we will try to contact you using the details supplied with the order. If the order is not collected, we will normally refund it. For a large, bespoke or highly customised order, we may deduct reasonable, unrecoverable costs that were explained before we accepted the order.

Because food safety and quality can deteriorate over time, we cannot guarantee that a late order will remain available or suitable after its agreed collection time.

Event tickets

You may cancel an event ticket and receive a refund if you contact us at least 7 clear calendar days before the event. Tickets cancelled after that point are normally non-refundable because we have reserved capacity for a leisure activity taking place on a specific date.

If we cancel an event, we will offer a full refund or, where appropriate, the option to transfer to a replacement date. If we make a material change to an event, we will explain the options available to you.

Problems with an order

Please check your order as soon as reasonably possible. If anything is missing, damaged, unsafe, incorrect or not as described, contact us promptly with your order details. A photograph may help us investigate, but it is not an absolute requirement.

Depending on the circumstances, we may offer a replacement, repeat performance, price reduction or full or partial refund. Nothing in this policy limits rights provided by the Consumer Rights Act 2015 or other applicable consumer law.

Alcohol

You must be aged 18 or over to order alcohol. We may require suitable proof of age when alcohol is collected or delivered and may refuse to hand over alcohol where age cannot be verified, the recipient is intoxicated, or supplying it would breach our licence or the law. Any refund will take account of the cancellation deadline and any reasonable, unrecoverable cost of a failed collection or delivery.

How refunds are made

Approved refunds are returned to the original payment method. We will initiate the refund without undue delay and normally within 14 days after agreeing that it is due. Your bank or payment provider may take additional time to show the credit.

Contact us

To cancel an order, report a problem or ask about a refund, contact us and include your name and order or booking number:

Email: info@florenceandamelias.co.uk
Telephone: 0161 637 1830
Address: Florence & Amelia's Limited, 17 Corporation Street, Stalybridge, SK15 2JL, United Kingdom