Terms & Conditions

Please read these Terms carefully before using our services, making a purchase or an online reservation.

Welcome to Joanna’s. By using our website, joannasboutiquetearoom.com (the "Site"), you agree to these Terms and Conditions (the "Terms"). If you do not agree with these Terms, you should not access or use our Site. Our privacy policy can be viewed, here.

If you have any questions about these Terms or the Site, please contact us via the details provided, here.

Last updated: 09/10/2025

General Terms

  • By accessing or using the Site, you agree to comply with and be bound by these Terms, as well as our Privacy Policy. If you are accessing the Site on behalf of a company or other legal entity, you represent that you have the authority to bind that entity to these Terms.

  • We reserve the right to modify, update, or change these Terms at any time. Any changes will be posted on this page, and the date of the most recent update will be indicated at the top of this page. Continued use of the Site after any such changes constitutes your acceptance of the new Terms.

Online Reservations

  • Party sizes of up to seven can use the Site to make a reservation for dining. The Site uses a third-party online booking tool called ResDiary. By completing a reservation, you agree to provide accurate and complete information and will be adhering to ResDiary’s privacy policy.

    Party sizes of eight or more must get in touch with the tearoom directly to make a reservation. Contact details of each venue can be found here. A deposit of £10.00 per person will be required to secure your booking.

  • You can make amendments to your reservation by either following the links provided in your booking confirmation email (sent from ResDiary) or by contacting the Joanna’s tearoom directly. Please ensure you contact the tearoom where your booking was made. Contact details can be found here.

  • Reservations of seven or less may be cancelled or amended any time before the scheduled reservation time without penalty, no deposits are taken for bookings of this size. Cancellations or changes made to bookings of eight or more within 24 hours may incur a cancellation fee / loss of the booking deposit (£10.00 per person). Cancellations and amendments can be made via ResDiary (follow the steps provided in the booking confirmation email) or via phone or email. When phoning or emailing, please ensure you contact the correct tearoom. Contact details can be found here.

  • Our no-show policy currently applies to larger bookings (7+ guests). Failure to attend for your booking will result in loss of your booking deposit (usually £10 per guest). We kindly ask that you notify us if you cannot make your reservation.

Online Shopping

  • Our online shop offers a variety of products for sale, including; platters, patisserie and other premium baked goods, gift vouchers, home décor items, and other related products. We strive to ensure that all products are accurately described, but we do not guarantee that all descriptions, prices, or availability are error-free.

  • By placing an order through the Site, you are making an offer to purchase the items in your cart at the prices and terms presented. All orders are subject to acceptance by us, and we reserve the right to refuse or cancel any order at our discretion.

  • We strive to prepare your order exactly as requested. However, on rare occasions, substitutions may be necessary. If so, we’ll do our best to inform you by phone, email or include a note with your order.

    All of our dishes are handcrafted in our kitchens, so please be aware they may contain traces of allergens. All relevant product descriptions contain nutritional information and details of allergens, please ensure you check the description before ordering. You can contact the Customer Service team if you have any questions about the ingredients in our products.

  • All transactions are processed through secure payment gateways. By purchasing products on the Site, you agree to provide accurate payment information, including credit card or other payment method details. We accept major credit cards and other payment methods as outlined on the checkout page.

  • In the infancy of our brand new online shop, we will be limiting the majority of the products for sale to collection only. We will look to roll out local delivery and then nationwide shipping later in 2025.

    As many of our products are made-to-order changes to the collection date and time cannot be made on the day of collection.

    When ordering platters, patisserie and other premium baked goods please provide us with a preferred collection time and date.

    Please note collection orders for these items must be placed no later than 11.00 am the day before pick up.

    If you need to reschedule or amend your made-to-order collection, please contact us no later than 12:00 PM (midday) on the day prior to your scheduled collection.

    We aim to process all other product purchases (gifts, toys, home decor, beauty, skincare etc) for collection within 1-3 business days.

    Please contact customer services if you need to change your collection location.

  • We offer local delivery to a limited number of postcodes across West Sussex. Local delivery is only currently available for platters and other made-to-order items.

    Such delivery orders must be placed no later than 48 hours (by 11.00 am) before your chosen delivery date.

    Upon checkout please enter your postcode to see if we can deliver to your area.

    Upon delivery, please ensure you check and sign for your order.

    Whilst we do our best to deliver within the intended time frame, delays may occasionally happen due to traffic or other unexpected factors. We’ll try to deliver your order once to the intended address. If no-one is available to receive it, we’ll bring it back to the nearest Joanna’s tearoom for you to pick up before closing time. Any orders that aren’t collected by the end of the day will be donated and will not be refunded.

    The minimum delivery order is £30. Delivery charges depend on product type. Please note that some products are collection only.

  • Gift vouchers are non-refundable and non-transferable, all vouchers (digital e-vouchers or printed) have an expiry date of six months after the date of purchase.

    Joanna’s E-Gift Vouchers are now redeemable online and in-person. Online they can be used for any products featured in the online shop. They are also accepted for dining in or items sold in store (or for any other in-person transaction), please note we require a printed copy of your voucher, prior notice of your intention to use the voucher (if dining in - via the ResDiary booking notes) and vouchers must be used in full in this instance.

    Joanna’s Gift Vouchers that are printed and packaged by us can only be redeemed in our tearooms - for dining in, takeaway orders and items sold in store.

    We currently do not have the ability to accept printed vouchers online, always purchase an E-Voucher if you wish to use it for online purchasing.

    When using printed gift vouchers (packaged and printed by us) in person, please note any remaining balances will be updated onto the voucher, no change (either in vouchers or cash) will be given for amounts under £5.00.

  • If you need to cancel your order, we’re happy to offer a full refund as long as you let us know at least 48 hours before your scheduled delivery date. Please use the contact form on the Get In Touch page to let us know of any cancellation you require.

    Changes to orders can also be requested through the same process and must be sent within the 48 hour deadline (as mentioned above), whilst we cannot guarantee we are able to meet these requests, the team will do their best to help.

  • We strive to ensure that you are satisfied with your purchase. If you are not satisfied with a product, you may be eligible for a return or exchange depending on the product type and time frames of purchase.

    Gift vouchers are non-refundable and non-transferable, they also have an expiry date of six months after the date of purchase.

    Please refer to our Return Policy below for more details.

Return Policy

We aim to deliver impeccable standards and hope that our customers are always happy with the products and services they receive. In the unlikely event that something falls short, here are the options available:

  • All our parcels are carefully packaged, and we try to ensure they arrive in pristine condition. But if your order is damaged in transit, please return it back to us for a refund or replacement. Please see the information below.

  • If you are returning an item (due to damage or quality concerns), we'll refund all delivery charges incurred by you (both for the initial delivery and the cost of returning it.) If you choose to return the item in person at one of our tearooms our team will happily make you a complimentary hot drink whilst you wait.

    When returning via post, for your protection please use a recorded delivery service, because proof of posting is not proof of receipt. Please note, in all other circumstances you would be responsible for the costs of returning items.

  • If you're returning an order because you are not satisfied, please tell us why and return it back to us in its original packaging. You can do this via post or in person at one of our tearooms.

    For our address details see our Get in Touch page. This returns policy does not affect your statutory rights.

    Please note that gift vouchers (both printed and online) are non-returnable, printed and packaged gift vouchers can be exchanged only if they have been damaged whilst in transit. Online gift vouchers are also non-exchangeable. All gift vouchers are valid for six months after the date of purchase.

  • You have the legal right to cancel your contract (e.g. item purchased) with us within fourteen days of delivery. This right does not apply to products specifically made for you, such as celebration cakes, products that are sealed, including for safety, hygiene or other legal reasons. Nor does this apply to products that have been unsealed after you receive them; perishable products, including food or beverage items which have an expiry date of up to 28 days after the date of dispatch; chilled or frozen products; or any other similar products which by reason of their nature cannot be returned. When you send a product back, please package it securely.

    To cancel an item, or your whole order, please email our customer service team, here. Please note that once an order is placed, depending on the stage at which the order is, it may not be possible to prevent or delay dispatch of that order.

Legal Terms

  • You agree not to use the Site for any unlawful purpose, including but not limited to the following:

    • Engaging in fraudulent activities or providing false information.

    • Attempting to access any unauthorized areas of the Site.

    • Interfering with the operation of the Site through the introduction of viruses or other malicious software.

  • If you create an account on the Site, you are responsible for maintaining the confidentiality of your account information, including your password. You agree to notify us immediately if you believe your account has been compromised.

  • Your use of the Site is governed by our Privacy Policy, which explains how we collect, use, and protect your personal information. By using the Site, you consent to the collection and use of your data as outlined in our Privacy Policy.

  • Ownership

    All content on the Site, including text, graphics, logos, images, and software, is the property of Joanna’s Boutique Tearoom or its licensors and is protected by copyright, trademark, and other intellectual property laws.

    Limited License

    We grant you a limited, non-transferable, non-exclusive license to access and use the Site for personal, non-commercial purposes, subject to these Terms.

  • Disclaimers

    The Site is provided "as is" and "as available" without warranties of any kind, either express or implied, including but not limited to the implied warranties of merchantability and fitness for a particular purpose.

    Limitation of Liability

    To the fullest extent permitted by law, Joanna’s Boutique Tearoom shall not be liable for any indirect, incidental, special, or consequential damages arising out of your use or inability to use the Site or any products purchased.

  • Governing Law

    These Terms shall be governed by and construed in accordance with English law, without regard to its conflict of law principles.

    Dispute Resolution

    Any disputes arising out of or relating to these Terms or your use of the Site shall be resolved through binding arbitration in accordance with the rules of Consumer Dispute Resolution Limited (CDRL) .

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