Terms of service
Last updated: 8 September 2026
1. About us
This website is operated by London Coffee Cups Limited (“London Coffee Cups”, “we”, “us” or “our”). We are a private limited company registered in England and Wales under company number 15758931. Our registered office is Unit 25, 12 Horn Lane, London, England, SE10 0RT.
You can contact us at hello@londoncoffeecups.com.
These terms govern use of www.londoncoffeecups.com (the “Site”) and purchases made through it. Our Privacy notice, Cookie notice, Shipping and delivery policy, and Returns and refunds policy also apply.
2. Consumers and business customers
We sell to cafés, food-service businesses and other trade buyers, as well as people buying for personal or household use.
A Consumer is an individual buying mainly for purposes outside their trade, business, craft or profession. A Business Customer is anyone buying wholly or mainly for business purposes.
Some sections of these terms apply only to Consumers or only to Business Customers. Nothing in these terms limits rights that the law does not allow us to limit.
If you place an order for an organisation, you confirm that you have authority to bind that organisation.
3. Information on the Site
We take reasonable care to keep product descriptions, dimensions, pack quantities, compatibility information, colours, images, availability and prices accurate. Screen settings, lighting, manufacturing batches and the natural characteristics of paper or kraft materials can cause reasonable visual variation.
Please check product dimensions, capacity, lid compatibility and intended use before ordering. Recycling and composting facilities differ by location. A statement that a product is recyclable or compostable describes its material or certification where stated; it does not guarantee that every local authority or waste contractor will accept it.
If we discover a material error affecting an order, we will contact you and offer a reasonable correction, substitute where you agree, or cancellation with a full refund.
4. Placing an order
The checkout lets you review and correct your order before submitting it. When you click the final payment button, you are making an offer to buy the products in your basket and agree to pay the total shown.
An automated order acknowledgement confirms that we received your order; it does not by itself mean that we accepted it. A contract is formed when we send a dispatch confirmation or otherwise expressly confirm acceptance. If we cannot accept an order, we will tell you and refund any payment taken.
We may reasonably refuse or cancel an order before acceptance where, for example:
- a product is unavailable;
- payment cannot be authorised;
- delivery information is incomplete or outside the area we serve;
- the quantity exceeds a stated purchasing limit;
- we identify suspected fraud or unlawful activity; or
- there is an obvious and unmistakable pricing or product-information error.
5. Prices, tax and payment
Prices are displayed in pounds sterling. The checkout will show the total amount payable, including applicable taxes, before you place the order. If you are buying for a business, your invoice will show any VAT charged where applicable.
We accept the payment methods presented at checkout. Payment services are provided by the relevant payment provider and may be subject to that provider’s own terms and privacy notice.
Discount codes and promotions are subject to any specific conditions shown with them. Unless we say otherwise, only one promotional code may be used per order and it cannot be exchanged for cash.
6. Delivery
Our Shipping and delivery policy forms part of these terms.
We currently do not charge for standard delivery on orders accepted through the Site. The available destination and delivery estimate will be shown or confirmed before the order is accepted.
Delivery dates are estimates unless we expressly agree a guaranteed date. If you are a Consumer, we will deliver without undue delay and no later than 30 days after the contract is formed unless we agree another date with you.
You are responsible for providing a complete, accurate and accessible delivery address. If nobody is available to accept delivery, the carrier may follow the instructions in its delivery notice or tracking service. Please contact us promptly if a parcel is delayed, lost or damaged.
7. Risk and ownership
For Consumers, responsibility for the products passes to you when the products are delivered to you or to a person you identified to receive them.
For Business Customers, risk passes on delivery at the delivery address. Ownership passes only when we have received full cleared payment for the relevant products.
8. Checking an order
Please inspect the outer packaging and products as soon as reasonably possible after delivery. Tell us promptly if an item is missing, damaged, incorrect or appears defective, and keep the products and packaging while we investigate. We may reasonably ask for photographs, batch information or other evidence, but this does not reduce a Consumer’s statutory rights.
9. Consumer cancellation rights
If you are a Consumer buying online, you will usually have the right to cancel without giving a reason from the time the contract is formed until 14 days after delivery. If one order is delivered in separate instalments, the period normally runs from delivery of the last item.
To cancel, send a clear statement to hello@londoncoffeecups.com before the cancellation period expires. You may use the model cancellation form in our Returns and refunds policy, but you do not have to.
After telling us that you are cancelling, you must return the products within 14 days. Unless the products are faulty, incorrect or not as described, you are responsible for the direct cost of returning them. Please obtain proof of postage.
You may inspect products as you would in a shop. We may reduce a refund to reflect loss in value caused by handling beyond what is reasonably necessary to establish the products’ nature, characteristics and functioning.
The statutory cancellation right does not apply in certain cases, including:
- products made to your specifications or clearly personalised; and
- sealed products that are not suitable for return for health-protection or hygiene reasons once unsealed, where the legal exception applies.
These exceptions do not affect rights relating to faulty, damaged, unsafe or misdescribed products.
10. Business-customer cancellations and returns
The statutory Consumer cancellation right does not apply to Business Customers. A Business Customer may request cancellation or a return by emailing us, but it is accepted only if we agree in writing.
Where we agree a discretionary business return, products must be unused, unopened, complete and fit for resale. Any return arrangements and costs will be confirmed in writing before the return is authorised. This section does not apply where products are faulty, damaged in transit, incorrect or not as described.
11. Faulty, damaged or misdescribed products
We are responsible for supplying products that conform to the contract. Consumers have statutory remedies where goods are faulty, not as described or not fit for purpose. Those rights are not replaced or reduced by these terms.
If there is a problem, email hello@londoncoffeecups.com with your order number and a clear description. Where appropriate, we will offer the remedy required by law, which may include repair, replacement, price reduction or refund. We will pay reasonable return costs where products are confirmed to be faulty, damaged in transit, incorrect or misdescribed.
12. Bespoke and custom-printed orders
Bespoke work may be governed by a quotation, artwork specification, proof, minimum quantity, lead time and payment schedule agreed separately. If those agreed documents conflict with these general terms, the more specific written agreement will apply to the bespoke order.
You are responsible for checking and approving artwork, spelling, dimensions, colours and other proof details before production. Reasonable manufacturing and print tolerances may apply and will be explained where relevant.
You confirm that you have the right to use all names, logos, artwork and other material you provide. You give us a limited licence to use that material only as needed to quote for, prepare and fulfil your order. You will be responsible for a third-party claim resulting from material you supplied without permission, except to the extent the claim was caused by our own act or omission.
Clearly personalised or made-to-specification goods may not be cancelled under the Consumer cooling-off rules once the relevant legal exception applies. This does not affect remedies for faulty or misdescribed goods.
13. Product use
Follow the product information, temperature limits, storage instructions and compatibility guidance supplied with the products. Businesses are responsible for assessing whether packaging is suitable for their menu, filling process, transport method and applicable food-safety procedures.
Do not use a product in a microwave, freezer, oven or with hot, greasy or liquid contents unless the product description expressly says it is suitable for that use.
14. Our liability to Consumers
We are responsible for loss or damage that is a foreseeable result of our breach of these terms or failure to use reasonable care and skill. We are not responsible for loss or damage that was not foreseeable.
Products supplied to Consumers are for private use unless agreed otherwise. We are not responsible to a Consumer for business losses such as loss of profit, revenue, business or opportunity.
Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or a Consumer’s statutory rights.
15. Our liability to Business Customers
Nothing in these terms limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of terms implied by law that cannot be excluded, or any other liability that cannot lawfully be limited.
Subject to that, we will not be liable to a Business Customer for indirect or consequential loss, or for loss of profit, revenue, anticipated savings, business, goodwill or opportunity. Our total liability arising from an order will not exceed the amount paid or payable for that order. This section is subject to the reasonableness requirements of applicable law.
16. Events outside our reasonable control
We are not responsible for delay or failure caused by an event outside our reasonable control. We will contact you as soon as reasonably possible, take reasonable steps to minimise the effect and provide any remedy required by law. If a material delay continues, you may have a right to cancel the affected order and receive a refund for products not supplied.
17. Accounts and acceptable use
You are responsible for keeping account credentials confidential and for information submitted through your account. Tell us promptly if you believe an account has been used without permission.
You must not misuse the Site, attempt unauthorised access, introduce malicious code, interfere with operation, scrape it in a way that places an unreasonable burden on the service, or use it for unlawful or fraudulent purposes.
18. Intellectual property
The Site and its original text, branding, layout, graphics and photographs are owned by or licensed to London Coffee Cups Limited and are protected by intellectual-property law. You may view and print pages for personal use or legitimate internal business purchasing. No other right is granted without written permission.
19. Privacy and cookies
Our Privacy notice explains how we use personal information. Our Cookie notice explains the technologies used on the Site and how to manage non-essential cookies through the Cookie preferences control.
20. Changes to these terms
We may update these terms for future use of the Site and future orders, for example to reflect legal, operational or service changes. The version applying to an accepted order is the version available when the order was placed, unless a change is required by law or you expressly agree otherwise.
21. General provisions
If a court finds part of these terms unlawful or unenforceable, the remaining parts will continue to apply.
If we delay enforcing a right, that does not waive it. No person other than you and London Coffee Cups Limited has a right to enforce these terms, except where the law provides otherwise.
We may transfer our rights and obligations under these terms if this does not reduce a Consumer’s rights. You may transfer your rights only with our written agreement, except where the law allows otherwise.
22. Governing law and disputes
These terms are governed by the law of England and Wales.
If you are a Consumer, you keep any mandatory rights under the law of the country where you live and may bring proceedings in the courts available to you under applicable law. If you are a Business Customer, the courts of England and Wales will have exclusive jurisdiction.
Please contact us first so that we can try to resolve a complaint promptly.
23. Contact
London Coffee Cups Limited
Company number: 15758931
Registered in England and Wales
Registered office: Unit 25, 12 Horn Lane, London, England, SE10 0RT
Email: hello@londoncoffeecups.com