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Terms & Conditions


By using Newens The Original Maids of Honour website, you agree to be bound by the terms and conditions set out within it. Nothing in these terms and conditions affects your statutory rights as a consumer, or otherwise. Any liability under these terms and conditions cannot exceed the total price of your order. Newens The Original Maids of Honour is not responsible for any business loss or damage which does not result directly from their actions or that was unforeseeable at the time of ordering.

Any Bookings / Order Cancellation Policy

We understand that there may be times when orders need to be cancelled.

 At The Original Maids of Honour, fresh and seasonal produce is delivered daily and being able to forecast what we are going to use is vital. Last minute cancellations result in food wastage which apart from being ethically wrong, has a knock-on effect on our being able to give our customers the value for money that we strive for.

You may cancel or request an exchange, please see below for our terms of cancellation. Please note, may ask to receive the product(s) back and verify its packaging/condition for investigation. Subject to investigation we will refund the relevant amount to you.

We will not issue refunds for orders cancelled due to situations outside of the client or Maids of Honour’s control, including travel restrictions, pandemics or any other extraneous situations.  


Placing an order online 

When you place an order via our website, it is classed as an offer, which if accepted by us results in a binding contract. By completing the checkout process on Newens The Original Maids of Honour website, you are also agreeing to all of our Terms and Conditions as presented on the website. Should we accept your order, you will be sent an email containing the details of your order. Once this email has been sent, it means the order has been accepted, a contract has been formed, and payment will be taken. If, in the unlikely event, your order is not accepted, we will notify you via email of why this is the case, and no payment will be taken. It is your responsibility to check all the information in the confirmation email is correct and notify us immediately via email should there be any inaccuracies. We will not be liable for reimbursing you for the value of any goods which have perished or been damaged as a result of your failure to inform us of inaccurate information being listed on the confirmation email.


Cancelling an order:

Should you wish to cancel an order that has been accepted by us, and a confirmation email has already been sent out to you, we are unable to guarantee that we can cancel the order. You must give us at least 48 hours prior to the day of your order for your refund request to be valid and an admin fee of £3.50 will be charged.  Certain items once prepared, cooked or packaged are unable to be resold upon cancellation of an order. Cancellations made inside the 48 hour notification period cannot be refunded.

Please note that Vouchers cannot be refunded. In case of disruption to Royal Mail services or if Royal Mail misplace or deliver Vouchers outside of normal parameters, an emailed printable Voucher will be sent by email or a copy can be prepared by hand for collection by purchaser or gift Voucher recipient.

Maids of Honour products that contain meat or fish, are deboned by hand and as such occasionally a piece of bone may be found in a product, this will not qualify you for a refund on your purchase.  

We will not be liable for reimbursements should a change in circumstances prevent an order from being collected, and the customer failed to give Maids of Honour 48 hours notice of any change requests. Any notification or acceptance of request of change within 48 hours will be at the company’s discretion.     

To notify us of your order cancellation request, please email

If your refund request is for incorrect items or quality concerns, we may ask to receive the product(s) back, in order to verify the packaging/condition. Subject to investigation we will refund the relevant amount to you.

Gift Vouchers

The Original Maids of Honour Gift Vouchers can be spent on purchases in our Tea Rooms, Restaurant and Shop in Kew.  Please note that vouchers cannot be redeemed against purchases via our website or mail order service.

Restaurant Large Group Bookings Cancellation:

We understand that there may be times when bookings need to be cancelled. For whole party cancellations as well as reductions in guest numbers, we must be notified in advance.

To notify us of your cancellation or change, please email

Sizes/Weights of Products

As such, all Sizes / Weights referred to on Newens The Original Maids of Honour website are guidelines, and there can be some fluctuations around those guidelines. We are unable to offer refunds for complaints arising from reasonable variations from stipulated guideline sizes. However, we will always endeavour for collecting goods and deliver packages as close as possible to our guideline size or weight.

Product Description

All of the product images on our website are for illustrative purposes only. As such, products and their packaging may vary from the pictures on the website. The products offered by Newens The Original Maids of Honour are constantly rotated and adapted.

Therefore, whilst we try to provide indications of which products you may receive within your delivery, and how they might look, we reserve the right to deliver products that have not been indicated or explicitly referred to anywhere on the website. We strive to consider preferences as indicated by you, the customer, when you place an order. However, other than those preferences governed by dietary requirements, such as vegetarian, pasteurized requests, or any other allergy related requirements, we are unable to guarantee your preferences will be fulfilled in your collection or delivery.

Our chicken pies are hand-made and deboned on the premises so there could be a possibility that the occasional bone is inside the pie.

Allergy Information
Whilst we aim to provide relevant information on our website (or in store) concerning allergens in our products, all produce at Maids of Honour is made in an open air bakery. We use allergens in many of our products, and for this reason Maids of Honour can never guarantee against trace of any allergen. Maids of Honour does not accept responsibility for any allergen related incidents where trace is related or where a customer failed to inform us of relevant allergy information.

Buying alcohol via our online shop
You must be over 18 to buy alcohol via our website. We will not sell or deliver alcohol to anyone who is, or appears to be, under the age of 18. By placing an order online or in store you confirm that you are at least 18 years old and we reserve the right not to deliver if we are unsure of this.

Complaints Procedure
All of our Products are subject to rigorous testing and inspection prior to delivery to ensure it is in optimum condition when it is dispatched. In the unlikely event that you are unhappy with the condition of any of the products that you receive, please let us know immediately via email, including photographic evidence, and we will take any necessary action. Please do not return any of your order to us unless requested to do so.

If you do not inform us of a problem within 5 days of receipt of the order, or you do not provide any photographic evidence relating to the complaint, we will be unable to accept your claim, or provide a refund.
Governing Law
These Terms and Conditions are governed by and written in accordance with the laws of England and Wales. You agree to submit to the non-exclusive jurisdiction of the English courts.

If you have any questions regarding ingredients & allergens before you order a product book or book a table with us, please don't hesitate to email us or complete a contact form.