Last updated: 26 October 2026
These terms cover your use of this website (Part A) and buying from our online shop (Part B). Please read them before you order. Nothing in them affects your legal rights as a consumer.
About us
This website is run by CUPP Limited, a company registered in England and Wales (company number 07874775). Registered office: Unit 9 Oakwood Drive, Emersons Green, Bristol BS16 7LB. Email: [email protected].
Most CUPP stores are run by independent franchise partners. Purchases made in a store, in the CUPP app or through delivery apps are with that store or service and their own terms, not these.
Part A: Using this website
1. Using the site
You may use this site for your own personal use. You must not misuse it, for example by trying to get unauthorised access to it or its servers, introducing viruses or other harmful code, or attacking it. We may report any such misuse to the authorities.
2. Information on the site
We work hard to keep the site accurate and up to date, but menus, prices, opening hours and availability can vary between stores and change without notice. Please check with the store if something matters to you. For allergens, always speak to the team before you order.
We aim to keep the site available at all times, but we can’t promise it will always be available or free of errors, and we may change or suspend it.
3. Our content and brand
The CUPP name, logo, photos, text and design of this site belong to CUPP Limited or our licensors (for example Moomin Characters™). You may not copy or use them for business purposes without our written permission. You’re welcome to link to our site in a fair way that doesn’t suggest we endorse you.
4. Other websites
Our site links to other websites, such as delivery apps, our gift card partner and social media. We aren’t responsible for their content or how they use your information.
5. Your information
Our privacy policy and cookie policy explain how we use your information.
Part B: Buying from our online shop
6. Ordering
Our online shop sells to consumers in the UK. When you place an order, we’ll email to confirm we’ve received it. Our contract with you starts when we email to say your order has been dispatched. If we can’t accept your order (for example because an item is out of stock or there’s an error in the price or description), we’ll tell you and won’t charge you, or we’ll refund you in full.
7. Prices and payment
Prices are in pounds sterling and include VAT where it applies. Delivery is charged separately and shown at checkout before you pay. You can pay by card, Apple Pay or Google Pay; payments are processed securely by Stripe. If we’ve made an obvious pricing error, we’ll contact you before going ahead.
8. Delivery
We deliver to UK addresses only, by Royal Mail Signed For. We aim to dispatch within 3 working days, and Royal Mail usually delivers within 3 to 5 working days after that. If your order hasn’t arrived within 30 days, you can cancel it for a full refund. See our delivery page for details. The goods are your responsibility once they’ve been delivered to your address.
9. Changing your mind (14-day cancellation)
Under the Consumer Contracts Regulations, you can cancel your order for any reason within 14 days of the day you receive it. To cancel, email [email protected] with your order number. You then have 14 days to send the goods back to CUPP Limited, Unit 9 Oakwood Drive, Emersons Green, Bristol BS16 7LB. You pay the cost of returning them, unless they’re faulty.
We’ll refund the price you paid, including standard delivery for a full cancelled order, within 14 days of receiving the goods back (or proof you’ve sent them). We may reduce the refund if the goods have been used or handled more than you’d need to check them.
For health and hygiene reasons, the right to cancel doesn’t apply to food or drink that has been unsealed after delivery, or to goods that go off quickly.
10. Faulty goods
We’re required by law to supply goods that are as described, fit for purpose and of satisfactory quality. If something is faulty or not as described, please contact us. Under the Consumer Rights Act 2015 you can reject faulty goods for a full refund within 30 days of delivery; after that you’re entitled to a repair or replacement, or in some cases a refund. See our returns page for how to return an item.
11. Food products
Please check the label and allergen information before using any food or drink product, and follow the storage and preparation instructions and best-before dates.
12. Gift cards
CUPP gift cards are sold and managed by our gift card partner on their own website, and their terms apply.
Part C: General
13. Our responsibility to you
If we break these terms, we’re responsible for loss or damage you suffer that is a foreseeable result of that, but not for losses that weren’t foreseeable or for business losses. We don’t exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for your rights as a consumer (for example under the Consumer Rights Act 2015).
14. Events outside our control
We aren’t responsible for delays caused by events outside our control, such as postal disruption or severe weather. If this happens, we’ll let you know and you can cancel for a refund if the delay is significant.
15. Franchise partners’ warehouse orders
Warehouse (wholesale) orders placed by CUPP franchise partners are business orders covered by their franchise agreement and supply terms, not by Part B.
16. Complaints and the law
If you have a complaint, please email [email protected] and we’ll do our best to put things right. These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in your local courts.
17. Changes to these terms
We may update these terms from time to time. The terms that apply to your order are the ones shown here when you placed it.