Terms of service

Who are we?

We are Brickells Ice Cream Limited ("we", "us", "our" or “Brickells”), a limited company incorporated in England with registered number 11376970. Our registered company address is Lower Farm, Westcombe, Shepton Mallet, Somerset, United Kingdom, BA4 6ER. You can find everything you need to know about us and our products on our website.

How to contact us?

If you have any questions about our products or your order, please get in touch by emailing us at info@brickellsicecream.co.uk. We are a small team, but we will do our best to get back to you within 2 working days.

How can you order products from Brickell’s?

You can order our products through our website. Due to the nature of our products, new flavours will be added to the website as and when they become available, and they often change with the seasons.

When will we accept your order and charge you?

After you have placed your order, you will receive an email from us confirming that we have accepted it and containing all key information. We will normally charge you when we accept your order.

When will we deliver your product?

We dispatch orders Monday – Thursday and deliver Tuesday – Friday. Order before 8am for next working day delivery (Monday – Thursday).

For orders placed after 8am, we aim to dispatch the next working day for delivery the following day (e.g. if you ordered at 9am on a Friday, we would dispatch your order on the Monday for delivery on Tuesday). Once your item has been dispatched, we will notify you via email with tracking information.

Do you need to be available to accept your order?

Our ice cream is freshly frozen and although we pack every order on dry ice, you should make sure someone is there to receive your delivery at the scheduled time, and that they put it straight into the freezer. If that’s not possible, the ice cream should last until 7pm on the day of delivery (except in hot weather), at which point it may start to defrost. If this happens, we’re unable to offer refunds or replacements. We really appreciate your help in making sure your ice cream gets to you cold, happy, and ready to enjoy!

What if you want to make changes to your order?

If you want to make changes to your order, please get in touch as soon as possible by emailing us at info@brickellsicecream.co.uk. Changes may include cancelling or amending your order or changing the date or delivery address. We will do our best to make the required changes, but we will not be able to do so if your order has already been dispatched.

Can you return or cancel your ice cream order?

Due to the nature of our ice cream products being perishable, we’re not able to accept returns or cancellations once your order has been placed. This is simply because the items can’t be resold or reused once they leave us.

However, if something isn’t right when your delivery arrives, for example, it’s damaged, not what you expected, or there’s any other problem (e.g. your ice cream was melted on delivery), please get in touch with us within 24 hours and we’ll sort it out as quickly as we can. Your statutory rights are always protected, and our team is here to help if you need us.

Can you return or cancel non-perishable products?

For our non-perishable products bought online (such as t-shirts), you have the right to change your mind about your purchase within 14 days of delivery, and to receive a refund for the price paid for the product.

Standard delivery charges will be refunded. Any additional delivery costs (such as express or premium delivery options) are non-refundable.

What if you change your mind about a non-perishable product?

If you change your mind about a product you’ve bought from us online (excluding perishable products) you must let us know no later than 14 days after the day the product was delivered to you. Please contact us by emailing info@brickellsicecream.co.uk, giving us your name, address and order number.

How and when do you return products to Brickell’s?

You must return your non-perishable product to us within 14 days of telling us that you have changed your mind. Please package the product securely and include a note of your name and address, enclosing any returns slip, and return to Brickell’s at Lower Farm, Westcombe, Shepton Mallet, Somerset, United Kingdom, BA4 6ER.

Postal charges for returns are at your cost. We advise that you take out enough postal/carriage insurance to cover the value of the contents. You can send the product back to us, using an established delivery service (we recommend Royal Mail’s tracked delivery service). Please keep your receipt or evidence that you have sent the product back to us.

When and how will we refund you?

We will refund you within 14 days of receiving the products back from you (or receiving evidence you’ve sent them to us). We will refund you by the method you used for initial payment. We will refund the price of the products in full (subject to any deduction we are entitled to make due to your use of or damage to the products), including the cost of standard delivery to you.

Why has your order been rejected?

On rare occasions we have to reject orders (e.g. if a product is unexpectedly out of stock, if you are located outside our delivery areas (as stated on our website) or if the product was mispriced by us). If this happens, we will let you know as soon as possible and refund any sums you have paid.

When can Brickell’s cancel your order?

We can cancel your order:

·       If any information you have provided to us (e.g. your billing address) is inaccurate.

·       If any payment is not authorised by the issuer of your payment card.

·       For any other reason at our absolute discretion.

In the event of cancellation of your order by us you will not have to pay for any products.

Where can you find the price of our products?

The price of our products is as quoted on our website and may change from time to time. All prices include any VAT (where applicable) but exclude delivery costs, which will be automatically added (at the amount shown) to the total amount due during checkout. Before ordering our products, you will be able to see on the checkout page the total price of your order, including any delivery charges and applicable VAT.

How do we collect payment for the products that you order?

Payment for all orders must be made by credit or debit card, PayPal or ApplePay on the checkout page. Only credit or debit cards where the statement address is within the United Kingdom can be used. Please note that we use a payment services provider to process payments on our behalf, and we do not process your payment details ourselves. Your credit or debit card will be charged at the point of order.

What if the products are damaged or faulty?

If any product you order is damaged or faulty when delivered to you, please get in touch by emailing us at info@brickellsicecream.co.uk and we will do our best to help!

What if your order is delayed?

We are not responsible for delays outside of our control. If our supply of your product is delayed by an event outside of our control (e.g. transport issues or shortage of stock), we will contact you as soon as possible to let you know and do what we can to reduce the delay. If the delay is likely to be substantial, we will let you know and you can cancel your order and receive a refund for any products you have paid for in advance but not received.

Can you buy our products on behalf of a business?

Yes, please contact us at info@brickellsicecream.co.uk and we will let you know if we are able to set up a trade account for you. If you purchase products as a trade customer all orders will be subject to separate terms of business, not these terms and conditions. We reserve the right to not grant you a trade account.

We will not be liable to you for any business losses. Any liability we do have for losses you suffer arising from the purchase of any of our products (if you are purchasing other than as a consumer) shall not exceed the purchase price of the relevant products, and is strictly limited to losses that were reasonably foreseeable. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.

Where can you find allergen information?

As each product is different and sometimes includes ingredients from third party suppliers (e.g. chocolate), we list all allergen data on the relevant product page. If you have any questions about allergens, please get in touch with us at info@brickellsicecream.co.uk.

How do we look after your personal data?

To find out how we take care of your personal data, and what we use it for, have a look at our privacy policy.

Law and jurisdiction

Our dealings with you (and these terms) are governed by English law.