Terms & Conditions

Many thanks for choosing Pure Decadence by Loch Aurora as the place to buy your decadent treats online. We are sure you won't be disappointed. Please spare a moment or two to read over our terms and conditions to ensure that you are happy with the service that we provide. Please note that any person(s) using and ordering from our site www.lochaurora.co.uk is deemed to understand and accept our terms and conditions. All feedback is gratefully received - especially those that let us know what else we can do to make things even tastier. For that extra special idea there might even be a reward on offer, so don't delay and let us know what you think by sending us a mail at puredecadence@lochaurora.co.uk

Delivery Terms

Standard Delivery

Our delivery structure is calculated for UK Mainland, and a select number of European countries.  Delivery to UK offshore destinations may incur an additional charge that we may contact you about if necessary. For any delivery queries please contact us. 90% of orders are dispatched within 5 working days of ordering and 95% of customers receive their order within 7 working days. Your order will be dispatched by Royal Mail 1st Class Packet Post (if under 2kg including packaging) or courier.  Your order should arrive to you within 1-4 or 1-2 working days from the date of dispatch respectively.  Your postage costs will be clearly viewable at the checkout and are calculated by the weight or volume of the items ordered.  

Smaller orders are sent via Royal Mail and larger orders via a courier which may require a signature on delivery, so please ensure that if you are not going to be in when your order might be delivered that you put any special instructions in the 'Delivery Instructions' box if present during the order process. This will allow our courier to know what to do should you not be in and it may include instructions to leave with a neighbour or in a secure area. Please note that Pure Decadence by Loch Aurora cannot be held liable for any parcels that our courier are asked to leave in a location in this manner. Failure to leave any special instructions will only delay the arrival of your order. If you are going to be out during the day why not have the order delivered to an address where someone will be able to sign for your order such as friends or a member of your family. Better still have your order delivered to your work address - a delivery from Pure Decadence by Loch Aurora will brighten any dull day at the office.  If you are not in when Royal Mail deliver then they should leave a card providing instructions of when a re-delivery will be attempted or as to which local post office or depot your package can be collected from.

Returns Policy

In order to ensure our customers receive the best level of service and are happy to indulge their sweet tooth at Pure Decadence by Loch Aurora we offer a comprehensive returns policy in the unlikely event that you are not 100% satisfied with the order delivered. Please note that the following returns procedure must be followed, and failure to do so may result in us being unable to exchange goods or provide refunds. Also please be aware that Pure Decadence by Loch Aurora cannot be held responsible and hence provide refunds/exchanges on stock effected by circumstances beyond our control. This includes damage and neglect after goods are received, goods being stored in inappropriate climatic conditions that can effect some items.  Please note that items often stick together or alter appearance slightly, but will taste the same. Also during the hot summer months goods in transport can be effected by the heat so be aware that delicate items may not always look as intended, but they will of course still taste as good as ever.

Our Policy

Pure Decadence by Loch Aurora should be notified within 48 hours of receipt of your order of any part that is unsatisfactory.  Please email us at puredecadence@lochaurora.co.uk quoting your order number and full name and delivery address.  Once we have responded to your message goods must be returned within 7 days if requested by us. Please do not return any goods until we have replied to you. Please send goods once confirmed to the address below:

29 MORNINGFIELD ROAD

ABERDEEN

AB15 4AP

Goods returned should be in their original condition and packaging in which they arrived, along with a copy of the invoice or packing slip. Once received, items will be checked and refunds on goods and postage arranged where applicable. Pure Decadence by Loch Aurora cannot issue refunds on simply unwanted goods due the perishable nature of goods on sale. Refunds/exchanges will only be offered on items that are faulty, and were clearly so at the time at which they were dispatched. Gift vouchers and bespoke orders cannot be exchanged or refunded.

Pure Decadence by Loch Aurora will only except goods for return and refund/exchange if supplied by us and will only refund the costs of fair return postage and original sale price of goods. No additional compensation will be available on goods returned other than that already stated, as Pure Decadence by Loch Aurora are not responsible for any costs or losses incurred after costs of goods and return postage.

Pure Decadence by Loch Aurora always strive to be fair and just when dealing with our customers’ genuine problems. Please help us by not making false and tiresome complaints as we want to spend our time supplying the best order we can at the best prices and false claims will only slow up the process for genuine problems. Please note that our terms and conditions are in order to offer a simple and fair policy to deal with genuine complaints and do not affect statutory rights of either party.

Pricing and Payment Policy

Our mission at Pure Decadence by Loch Aurora is to offer the best quality orders online at the best value possible. All our prices shown are for the quantity or weight displayed. Prices shown are not inclusive of delivery costs and these are clearly set out in our delivery terms and conditions. At times, due to circumstances beyond the control of Pure Decadence by Loch Aurora, the cost of items may greatly increase. Although we aim at all times to absorb increasing costs to offer the best value around we may have to increase the cost of items offered in order to maintain quality. This will not affect orders submitted before the item at which our online advertised price is altered.

Goods will only be dispatched once payment in full has been received.  Customers can pay in full on-line.  For bespoke orders, payment by BACs and cheque please contact us at puredecadence@lochaurora.co.uk and we will forward the details required to assist.

Allergy Advice & Ingredients

Pure Decadence by Loch Aurora strives to provide range of decadences that are allergen friendly and are always happy to work with our clients to meet their needs.  This includes a variety of working practices to minimise the risk of cross contamination during all points of handling. Pure Decadence by Loch Aurora customers should be aware that all our orders are manufactured and packaged in environments in which nuts, and all of the top 14 allergens, may be present and therefore Pure Decadence by Loch Aurora cannot guarantee that any orders supplied are free of said allergens. In addition we strive to supply ingredients of all orders on offer for the benefit of our customers on request at puredecadence@lochaurora.co.uk. Please note that ingredients provided are those from suppliers' packaging and lists and are therefore as accurate as those available from the suppliers, we therefore cannot be held responsible for their content. Notwithstanding current labelling requirements Pure Decadence by Loch Aurora reserves the right to use alternative suppliers for all products on offer and therefore cannot guarantee that the ingredients listed will match exactly those advertised. Customers with specific allergy requirements are invited to contact us prior to purchase in order to discuss their specific needs.  Please remember that Pure Decadence by Loch Aurora only sources the highest quality raw ingredients to provide you with the best tasting treats.

Copyright & Intellectual Rights

Please note that all images, intellectual property rights and content of these pages are owned and governed by Pure Decadence by Loch Aurora. Unauthorised copying or replication of any part of this site will be deemed as theft and the strongest appropriate action will be taken.  

Privacy Policy

Pure Decadence by Loch Aurora strongly believes in protecting all personal information of our customers and any information that you provide is for the sole use of Pure Decadence by Loch Aurora. We do not share any of your information with any third parties or affiliates and any such company or individual stating this should be reported to us immediately at puredecadence@lochaurora.co.uk.

Pure Decadence by Loch Aurora strongly believes in protecting all personal information of our customers and any information that you provide is for the sole use of Pure Decadence by Loch Aurora.

What personally identifiable customer information do we collect?

Pure Decadence by Loch Aurora stores customer address and contact details by way of the customer order details submitted. Pure Decadence by Loch Aurora does not at any point collect or store customers bank details. This is always collected and stored by third party processors.

The information Pure Decadence by Loch Aurora does store is used to analyse sales and market trends. At no point is this information passed on to third parties for commercial use. Delivery details including shipping address, email and telephone number will be passed to our third party carriers to allow for a quick and efficient delivery service.

Customers may choose to be emailed by Pure Decadence by Loch Aurora. Pure Decadence by Loch Aurora reserves the right to contact customers via telephone and email when deemed necessary. E.g for delivery or stock issues.

All paper work containing customers confidential details are destroyed in a legally responsible manner.

If customers find any details to be inaccurate or wish their account details to be removed they should contact Pure Decadence by Loch Aurora via email with the requested actions.