Privacy Policy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the General Data Protection Regulation 2018).

We collect information about you so that we can process your order securely whilst providing you with the best possible service.

We will not share your personal information with any third party or company.

Terms and conditions of use

These Terms and Conditions apply when buying goods online from Pippin. These should be read in conjunction with our Website Terms and Conditions and our Privacy Policy. By using our online booking and website, you are accepting our Terms and Conditions. Therefore, please read this agreement carefully. We reserve the right, at any time, and at our discretion, to update and/or revise these Terms and Conditions. Please check periodically for any changes.

1.0 Online registration and contract

1.1 Pippin is part of the Stoke by Nayland Club limited. You, the customer agree to purchase services and goods from Pippin subject to these Terms and Conditions and our Privacy Policy which will apply to all transactions using our online services. By using the online and website, you acknowledge that you have read and understood our Privacy Policy.

1.2 Pippin reserves the right to alter or withdraw the goods that it is selling at any time, refuse the service to any customer, and amend these Terms and Conditions here and on the website. If we make any changes to these terms, we will let you know as soon as possible by posting the changes on our Website and updating the date below. Any such changes will take effect when posted on the website and it is your responsibility to read the terms and conditions oneach occasion you use this website. Your continued use of the website signifies your acceptance to be bound by the latest terms and conditions.

1.3 You must be 18 years or over and must complete the registration procedure to use our online service.

1.4 By registering for this service, you agree that the details provided by you on registration, or at any time, are correct and complete. You must give us your real name, address, telephone number, email address and any other details that we may require to process your order. You must inform us immediately of any changes to the information that you provided when registering by updating your personal details.

1.5 Your email address is essential in order for us to be able to supply you with important information such as order confirmations, and changes to the service. By registering with our online service, you accept that your email address may be used to supply you with such information. Registration data and certain other information about you is used in accordance with our Privacy Policy. By using the site, you acknowledge that you have read and understood our Privacy Policy.

1.6 It is your responsibility to keep your password secure. We reserve the right to modify or withdraw a password at our discretion. Your password is exclusive to you. It should not be shared and must be treated as confidential. If you become aware of misuse then you must contact us immediately.

1.7 Customers using our online service accepts the need to have their credit or debit card details entered securely via Paypal. These details will only be used for payment on account and/or payment of goods and services received by you using our online service.

1.8 At our sole discretion, we reserve the right to: Decline a new customer registration or suspend or terminate a customer’s account at any time and terminate your access to all or part of this service with or without notice.

1.9 The contract between you and Pippin is not concluded until such time as the goods are accepted at the time of delivery or collection. You are entitled to refuse some of or all of the goods before taking delivery. You, or someone aged 18 or over authorised by you, must be available to inspect the goods at the time of delivery or collection.

1.10 Goods are stored in appropriate conditions and temperature prior to delivery or collection –Risk of loss and damage of products passes to you on the date the goods are delivered to you, or collected by you, or are left with a person or place nominated by you. Pippin will not be responsible for any loss or damage caused to the goods after delivery or collection.

2.0 Online pricing and payment

2.1 The prices shown on this Website at the time of ordering, are guide prices. The prices you will be charged for goods, will be the actual prices displayed in Pippin on the day of delivery or collection, including any promotional offers if applicable. You accept that prices of goods may, therefore, increase or decrease between the day of ordering and the day of delivery.

2.2 The weight of some goods may vary marginally from that ordered and the price may change to reflect actual weight.

2.3 Where applicable, prices include Value Added Tax. The prices on the website reflect the current rate of VAT and not necessarily the rate you will be charged on the day of your delivery. Customers will be emailed a copy of a VAT receipt, but can also be obtained by contacting us at Pippin on 01206 265812 between 7am - 7pm. 

2.4 You will be charged at the time of placing the order, when we will also verify your payment details. To ensure that your payment card details are not being used without your consent, we may validate your name, address and other personal information supplied by you during the order. By placing an order you consent to such checks being made. In performing these checks, personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. These tests are done only to confirm your identity, a credit check is not performed and your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with all applicable Data Protection legislation.

2.5 Payment will be taken at the time of placing the order, to cover the cost of the goods and the delivery charge where applicable. Goods will be charged at the in-store selling price prevailing that day. Methods of payment are described within the ‘Secure Payment’ section of this Website. 

2.6 If, on the delivery or collection date, we are unable to process your credit card payment we will make a further attempt to process them. If we are unable to do so our Customer Care Team will attempt to contact you to request new details. Once these are authorised your delivery will be made.

3.0 Placing an online order 

3.1 The Website Checkout page sets out the details of your shopping and may be edited by you before you place your order.

3.2 After you have placed your order we will send you a confirmation email showing an estimated total cost and details of the products you have ordered. The contract between you and Pippin is not concluded until such time as you accept the goods at the time of delivery or collection. You are entitled to refuse some of or all of the goods before taking delivery for them on the day of delivery or collection.

3.3 There is a £20 minimum order value on any orders requiring delivery. This does not apply to collections. Delivery orders will be charged a delivery fee.

4.0 Complaints Procedure

4.1 If you have a complaint about a service or product you have received, we would like to know and a member of our team will be happy to help. To contact us please email

If you have a issue about an order or delivery please speak directly to a Pippin assistant please ring: 01206 265812 or email

4.2 You can make amendments and cancel your order 24 hours before your delivery or collection is due. This needs to be submitted during Pippin hours of 7am to 7pm, you can ring and amend your order directly with our Pippin assistant or write a message at the bottom of the order screen. 

When amending your order, you can:
• Edit quantities
• Remove items
• Update substitute preferences

5.0 Doorstep deliveries

5.1 In order to protect the safety and wellbeing of our customers and colleagues during the Corona Virus outbreak we are taking a number of steps to ensure that we are able to deliver to you as safely as possible. This allows us to continue deliveries to self-isolating customers.

5.2 We have taken the decision to deliver your shopping to your front door in shopping bags or boxes rather than taking it inside. If you live in a flat, we will still bring your shopping to the communal entrance of your flat.

5.3 Drivers will use alcohol based hand sanitiser regularly throughout their deliveries.
Our delivery service does not include a detailed check of your shopping. However, if you have any queries, please call us on 01206 265812 after your delivery has taken place.

5.4 The driver will firstly hand you an itemised receipt of your order to check. If anything is incorrect then the driver will adjust those items if at all possible before he has unloaded them. Then once you have accepted delivery of your order we are unable to take back any items.  This is to protect the safety of our drivers and staff during the Corona Virus outbreak.

Note: If you have any queries please call Pippin Shop on 01206 265812 or email after your delivery has taken place.

6.0 Click & Collect Procedures

6.1 On arrival at Pippin (located within the Stoke by Nayland Hotel car park) please follow the signs directing you to the Click & Collect parking bays and park. If no one attends you within a few minutes then please indicate your arrival to the Pippin staff member by standing at the open door of the shop.

6.2 The Pippin assistant will firstly bring to your car the itemised receipt of your order for you to check.

6.3 If you are happy that the list is correct then the staff member will bring the goods to your car and leave them for you to load into your car, thus minimizing the contact between yourself and our staff during the Corona Virus outbreak. Please bring with you sufficient bags or boxes to pack the goods into from the Pippin delivery boxes.

7.0 Our refund policy

7.1 To improve safety and minimise contact between our staff and customers, Pippin will not offer refunds or exchanges on unwanted products during the Corona virus. If you have any issues you would like to discuss please a contact pippin assistant on 01206 265812.

7.2 Please note you will not receive any refund for any goods cancelled after 7pm the day before delivery

8.0 Liability and Indemnity

8.1 Nothing in these terms and conditions excludes or limits liability for death or personal injury caused by negligence, fraudulent misrepresentation, or any other liability which may not otherwise be limited or excluded under applicable law.

8.2 We will use reasonable endeavours to verify the accuracy of any information on the website but we make no representation or warranty of any kind express or implied statutory or otherwise regarding the contents or availability of the site or that it will be timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the website. Pippin will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the website and accepts no liability of any kind for any loss or damage from action taken or taken in reliance on material or information contained on the website.

8.3 Any indemnities, warranties, terms and conditions (whether express or implied) are hereby excluded to the fullest extent permitted under applicable law. Your statutory rights are not affected.

8.4 Pippin will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent on negligent misrepresentations) or otherwise out of or in connection with the terms and conditions for any:
• economic losses (including without limitation loss of revenues, data, profits, contracts, business or anticipated savings); or
• loss of goodwill or reputation; or
• loss of privacy and loss of data; or
• special or indirect losses
• suffered or incurred by that party arising out of or in connection with the provisions of any matter under these terms and conditions.

8.5 Notwithstanding the above, Pippin’s total liability (whether in contract, tort or otherwise) for loss or damage shall in any event be limited to a sum equal to the amount paid or payable by you for the product(s) in respect of one incident or a series of incidents.
This does not affect your statutory rights as a consumer, nor does it affect your contract cancellation rights.

8.6 We will take all reasonable precautions to keep the details of your order and payment secure, but, unless we are negligent, we cannot be held liable for any losses caused as a result of unauthorised access to information provided by you.
Where goods are purchased by EU nationals or residents under the Geoblocking Regulations, we make no warranty that the goods are suitable for use outside the UK. The goods are provided as compliant with technical, safety, labelling and other legal requirements in the UK. Where goods are subsequently exported by an EU national or resident, we accept no responsibility for damage in transit, or for any customs requirements or duty.

9.0 General provisions

9.1 By registering with our online service, you accept that your email address may be used to send you service messages and, where we have your permission, marketing. Customers wishing to change this can do so by visiting ‘My Account’. Pippin may use your mobile phone number, (if you have provided one) to send you any notifications required with regard to your delivery or collection, and, where we have your permission, to send you marketing.

9.2 Applicable laws require that some of the information or communications we send to you should be in writing. When using our website, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

9.3 If any part of these terms and conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity or enforceability of the other sections of these terms and conditions shall not be affected.

9.4 These Terms and Conditions and the documents produced in accordance with it comprise the entire agreement between you and Pippin regarding each online order which concludes in a contract. English law is the governing law of each contract.

9.5 Pippin reserves the right to alter or withdraw the online service at any time, to refuse the service to any customer and to amend these Terms and Conditions section of this Website. If we make any changes to these terms, we will let you know as soon as possible by posting the changes on our Website and updating the date below.

9.6 We suggest that you print off a copy of these Terms and Conditions for your future reference.