Terms of service
Last updated: August 20, 2026
The terms "we", "us" and "our" refer to Kolour Cafe.
These Terms and Conditions apply when you visit or use our website, online store and related services, or purchase products from us (the "Services").
Please read these Terms and Conditions carefully before placing an order. By using our Services or placing an order with us, you agree to these Terms and Conditions and our Privacy Policy.
Our store is powered by Shopify, which provides the ecommerce platform we use to offer our products and process orders. Your contract for the purchase of products is with Kolour Cafe, not Shopify.
About Us
Kolour Cafe is a business based in the United Kingdom. Our postal address and email address are provided in the Contact section at the bottom of this page.
Your Consumer Rights
If you are purchasing products wholly or mainly for personal use, you are a consumer.
Nothing in these Terms and Conditions limits or removes any rights you have under applicable consumer law that cannot legally be excluded.
If there is a conflict between these Terms and Conditions and your mandatory consumer rights, your mandatory consumer rights will take priority.
Your Account and Information
You are responsible for providing accurate, current and complete information when using our store or placing an order, including your name, email address, billing information and delivery address.
If you create a customer account, you are responsible for keeping your account credentials secure.
Please contact us if you believe your account has been accessed or used without your permission.
Our Products
We take reasonable care to ensure that product descriptions, photographs, dimensions, colours and other information shown on our website are accurate.
Colours and product appearance may vary slightly depending on your screen, device and display settings. Packaging may also vary from photographs shown on our website.
Where measurements or dimensions are provided, minor reasonable variations may occur.
We may update product descriptions or packaging, discontinue products or limit quantities where reasonably necessary.
Product availability is subject to stock. Placing a product in your basket does not reserve it.
Placing an Order
When you place an order, you are making an offer to purchase the products in your order subject to these Terms and Conditions.
After you place an order, you will normally receive an automated order confirmation. This confirms that we have received your order but does not necessarily mean that we have accepted it.
Your order is accepted when we confirm that it has been accepted or dispatched.
We may decline or cancel an order before dispatch where there is a reasonable reason to do so, including where:
- a product is unavailable;
- we are unable to authorise or verify payment;
- we reasonably suspect fraud or unauthorised use of a payment method;
- there is an obvious pricing, stock or product information error;
- we are unable to deliver to the address provided;
- the order would breach applicable law, sanctions, export restrictions or other legal requirements; or
- circumstances outside our reasonable control prevent us from fulfilling the order.
If we do not accept an order after payment has already been taken, we will refund the relevant amount.
Out of Stock Products and Alternatives
Occasionally, a product may become unavailable after you place your order, including where stock levels are incorrect or an item is damaged or otherwise unsuitable for dispatch.
If this happens, we may contact you to discuss a suitable alternative product or another solution. We will not send a materially different substitute without your agreement.
Depending on what is available, you may choose to:
- accept a suitable alternative product;
- choose a different product or products to add to your order;
- wait for the original product where appropriate;
- remove the unavailable item from your order; or
- cancel the affected item.
If we offer a more expensive product as a suitable alternative, we will not ask you to pay the additional difference.
If you choose an alternative that costs less than the original product, we may agree with you to make up the difference by adding other products to your order or by providing an appropriate discount towards a future order.
Any alternative arrangement will be agreed with you before we make changes to your order.
If we cannot agree on a suitable alternative or other arrangement, we will refund the amount due for the unavailable product and any delivery charge that is refundable as a result.
Changes to Your Order
Please check your order confirmation and contact us as soon as possible if any information is incorrect.
We will try to accommodate reasonable changes before an order is dispatched, but we cannot guarantee that changes or cancellations will be possible once fulfilment has begun.
This does not affect any statutory cancellation rights you may have.
If an order has already been dispatched, we may not be able to change the delivery address.
If a parcel is returned to us because an incorrect or incomplete delivery address was provided, we may ask you to pay the reasonable cost of sending it again. This does not apply where the delivery problem was caused by us or our delivery provider.
Prices and Payment
Prices are displayed on our website in the currency selected or shown when you shop.
Taxes that we are required to collect will be included in the price or calculated and shown during checkout, as applicable.
Delivery charges are shown separately before you complete your order where applicable.
We may change prices at any time, but a price change will not affect an order we have already accepted.
We make reasonable efforts to ensure our prices are accurate. If we discover an obvious pricing error before dispatch, we may contact you to give you the choice of purchasing the affected product at the correct price or cancelling it for a refund.
Payment is processed through Shopify and the payment providers available at checkout. You confirm that you are authorised to use the payment method you provide.
Discounts and Promotions
Discount codes, promotions and special offers may be subject to additional conditions shown when the offer is made.
Unless stated otherwise, discount codes cannot be exchanged for cash and may not be combined with other offers.
We may refuse or cancel the use of a discount where we reasonably believe it has been used fraudulently, unlawfully or contrary to the stated conditions of the promotion.
UK Delivery
We normally use Royal Mail to deliver orders within the United Kingdom.
Available delivery options and charges will be shown at checkout.
Delivery dates and times are estimates unless we have expressly agreed with you that delivery by a particular date is essential.
For UK consumer orders, we will deliver your order without undue delay and normally within 30 days after the contract is made unless we have agreed a different delivery period with you.
If there is a significant delay, please contact us using the details at the bottom of this page.
International Delivery
We deliver to customers outside the United Kingdom, including customers in the United States and other countries where international delivery is available through our store.
International delivery times are estimates and may be affected by customs processing, local postal services, border controls, weather, public holidays and other circumstances outside our reasonable control.
International orders may be handed by Royal Mail to a postal operator or delivery partner in the destination country for final delivery.
We cannot guarantee that an international order will arrive by a particular date unless we have expressly agreed otherwise with you.
Customs, Duties and Import Taxes
International orders may be subject to customs duties, import taxes, handling charges or other fees imposed by the destination country.
Where these charges are collected by us at checkout, this will be indicated during checkout.
Where duties, taxes or other import charges are not collected by us, you may be responsible for paying them directly to the relevant authority, postal operator or delivery provider.
Customs rules, import restrictions and charges vary between countries. You are responsible for checking requirements that may apply in your country before placing an order.
We are not responsible for customs charges imposed by the destination country that were not collected by us as part of your order.
Risk During Delivery
For consumer orders, we remain responsible for the risk of loss of or damage to your products until they are delivered into your physical possession or the physical possession of a person you have identified to receive them on your behalf.
If you independently arrange for a carrier that we did not offer as a delivery option, responsibility may pass to you when the products are handed to that carrier, where permitted by law.
Lost, Damaged, Wrong or Missing Orders
If your order arrives damaged, contains the wrong products, is incomplete or does not arrive, please contact us as soon as reasonably possible using the details at the bottom of this page.
Please include your order number and a description of the problem. Photographs of damaged products or packaging may help us investigate, but providing photographs does not remove any legal rights you may have.
If a parcel is lost before responsibility for the products has passed to you, we will take appropriate steps to resolve the matter, which may include sending a replacement or providing a refund.
Changing Your Mind
If you are a UK consumer purchasing online, you normally have a legal right to change your mind and cancel your order without giving a reason.
For most products, you have 14 days beginning on the day after you, or a person nominated by you other than the carrier, receives the products to tell us that you wish to cancel.
If products from the same order are delivered separately, the cancellation period normally begins on the day after you receive the final product covered by the order.
You can tell us that you wish to cancel using the contact details at the bottom of this page. You do not need to give a reason.
You may also use the standard cancellation form provided separately on our website, but you do not have to use that form.
Returns After Cancellation
After telling us that you are cancelling, you must normally return the products within 14 days.
Please contact us before returning an order so that we can provide the appropriate return instructions.
Unless the products are faulty, incorrect or we have agreed otherwise, you are responsible for the direct cost of returning them.
You may inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics and functioning, in a similar way to how you might inspect it in a shop.
If the value of a product has been reduced because it has been handled beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect that loss in value where permitted by law.
Refunds After Cancellation
If you validly cancel an order under your statutory cancellation rights, we will refund the price paid for the returned products.
Where applicable, we will also refund the cost of our least expensive standard delivery method offered for your order. If you selected a more expensive delivery service, we do not have to refund the additional cost above our standard delivery charge.
We will normally make the refund within 14 days after we receive the returned products or, if earlier, after you provide evidence that you have sent them back.
Refunds will normally be made using the same payment method used for the original transaction unless another method is agreed.
Personalised and Custom-Made Products
The right to cancel because you have changed your mind may not apply to products made to your specifications or clearly personalised for you.
This can include stationery or other products created specifically for you using a name, message, design, specification or other personalisation that makes the product specific to your order.
This does not affect your rights if a personalised or custom-made product is faulty, damaged, not as described or otherwise does not comply with applicable consumer law.
Faulty or Misdescribed Products
Your rights when a product is faulty are separate from your right to change your mind.
For UK consumers, products must be as described, of satisfactory quality and fit for their intended purpose.
If a product is faulty, damaged when delivered, not as described or otherwise fails to meet your statutory rights, please contact us using the details at the bottom of this page.
Depending on the circumstances and applicable law, you may be entitled to a refund, repair, replacement, price reduction or another remedy.
Nothing in these Terms and Conditions limits your statutory rights in relation to faulty or misdescribed goods.
Customers Outside the UK
If you live outside the United Kingdom, consumer protection laws in your country or region may give you additional or different mandatory rights.
Nothing in these Terms and Conditions is intended to remove any consumer protection that applicable law says cannot be excluded or limited by contract.
Errors and Inaccuracies
Occasionally, information on our website may contain errors, inaccuracies or omissions relating to matters such as product descriptions, pricing, promotions, delivery charges, delivery estimates or stock availability.
We may correct errors and update information where reasonably necessary.
If an error affects an order you have already placed, we will deal with it fairly and in accordance with these Terms and Conditions and applicable consumer law.
Intellectual Property
Unless otherwise stated, the content of our website, including our branding, text, photographs, graphics, illustrations and designs, is owned by or licensed to Kolour Cafe and is protected by applicable intellectual property laws.
You may use our website for your own personal and lawful purposes.
You must not reproduce, distribute or commercially exploit our content without permission where doing so would infringe our rights or the rights of another person.
Reviews and Content You Submit
If our website allows you to submit a review, photograph, comment or other content, you are responsible for what you submit and confirm that you have the right to provide it.
You must not submit content that is unlawful, abusive, deliberately misleading, infringes another person's rights, contains harmful code or constitutes spam.
Where you submit content for publication, you give us permission to display and use it for the purpose for which it was submitted, including operating and promoting our store.
We may remove content where we reasonably consider it unlawful, inappropriate, misleading, infringing or contrary to these Terms and Conditions.
Acceptable Use
You may use our website only for lawful purposes.
You must not use our website to commit fraud, introduce malicious software, gain unauthorised access to systems, unlawfully collect information about other people, send spam, interfere with the operation or security of the website, or infringe the rights of another person.
You must not use automated systems, scraping tools or similar methods in a way that circumvents technical protections, violates applicable law or materially disrupts our website.
Third-Party Services and Links
Our website may contain links to websites or services operated by third parties.
We are not responsible for websites or services that we do not control. Your use of a third-party service may be subject to that provider's own terms and privacy practices.
Relationship with Shopify
Kolour Cafe is powered by Shopify, which enables us to provide the Services to you. However, any sales and purchases you make in our Store are made directly with Kolour Cafe. By using the Services, you acknowledge and agree that Shopify is not responsible for any aspect of any sales between you and Kolour Cafe, including any injury, damage, or loss resulting from purchased products and services. You hereby expressly release Shopify and its affiliates from all claims, damages, and liabilities arising from or related to your purchases and transactions with Kolour Cafe.
Nothing in this section affects any rights that cannot legally be excluded.
Privacy
Personal information collected through our website and in connection with your orders is handled in accordance with our Privacy Policy.
Because our store is hosted by Shopify, Shopify also collects and processes certain personal information relating to your use of the store. You can find more information in the Shopify Consumer Privacy Policy.
Our Responsibility to You
Nothing in these Terms and Conditions excludes or limits liability where it would be unlawful for us to do so.
This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, faulty or misdescribed goods, and other liability that cannot legally be excluded.
If you are a consumer, we are responsible for losses that are a foreseeable result of our breach of these Terms and Conditions or our failure to use reasonable care and skill.
We are not responsible for losses that were not reasonably foreseeable when the contract was made.
If you purchase products as a consumer, we are not responsible for losses relating solely to a business, such as loss of business, revenue, profit or commercial opportunity.
Events Outside Our Reasonable Control
We may occasionally be prevented or delayed from fulfilling an order by circumstances outside our reasonable control, such as severe weather, postal or transport disruption, customs delays, government action or widespread technical failure.
If this happens, we will take reasonable steps to minimise the effect on your order and will contact you where appropriate.
This does not remove any right you have to cancel an order or receive a refund where applicable law gives you that right.
Changes to These Terms
We may update these Terms and Conditions from time to time to reflect changes to our business, website, products, services or applicable law.
The Terms and Conditions that apply to an order are normally those in effect when you place that order.
Changes made later will not retrospectively change an existing contract unless required by law or agreed with you.
Governing Law
These Terms and Conditions and contracts between you and Kolour Cafe are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply to you.
If you are a consumer living in Scotland or Northern Ireland, you may bring legal proceedings in the courts of the part of the United Kingdom in which you live where applicable.
If you live outside the United Kingdom, nothing in this section removes any mandatory consumer protection or right that cannot legally be excluded.
Contact
If you have any questions about these Terms and Conditions, need help with an order, wish to cancel an eligible order, make a return or make a complaint, please contact:
Kolour Cafe
228 Warwick Road
Carlisle
CA1 1LH
United Kingdom
Email: orderup@kolourcafe.com