Terms of sale

The short version: we bake it fresh, we charge what the page says, and we treat you the way we would want to be treated. The slightly longer version follows.

When we bake, and when you get it

We bake for Saturdays. Collection and delivery happen between 8am and midday, from Medway, Kent or by local delivery across Medway and the surrounding villages. Orders close Thursday at 5pm before the Saturday you have chosen. Anything ordered after that goes into the following week's bake, and the day you picked at checkout is the one we will bake for.

If you need an order before the next Saturday, the checkout will offer you the earlier days we can still manage, in the same morning window. Those need two clear days' notice, closing at 5pm two days before, which is exactly the notice a Saturday needs. We hold an earlier day to the same standard because the sourdough is fermented for days, and a shorter promise would not be one we could keep. Only the days actually shown at checkout are available; if a day you want is not there, we cannot do it and you are welcome to ring.

If you are running late for a collection we will hold your order until 12:30. After that we cannot keep it, because it is fresh bread in a domestic kitchen and there is nowhere to store it. An order that is not collected within that window is treated as fulfilled and we cannot refund it. If you know you are going to miss the window, ring or email us before midday and we will do what we can.

Prices and payment

All prices are shown in pounds sterling (GBP) on the menu and include everything you pay. Payment is taken in full at checkout, by card or by a digital wallet, through Stripe. We never see or store your card details. Your order is confirmed once that payment succeeds, and you will get an email confirming what we are baking and when.

Changes and cancellations

Because everything is baked to order for a named day, these are goods made to your specification and perishable, so the usual 14 day right to cancel a distance sale does not apply. That is the law, not a policy we invented.

What we will actually do: tell us before the Thursday at 5pm cutoff for your day and we will change or cancel your order and refund you in full, because at that point we have not started. After the cutoff the ingredients are bought and the dough is on, so we cannot promise a refund, but tell us anyway and we will be as fair as we can.

Allergens

Everything is made in one family kitchen that handles nuts, gluten, eggs, milk and soya. Allergen information for the 14 named allergens is available on request for every item, per Natasha's Law. We cannot guarantee any bake is completely free of traces. If you have a serious allergy, please contact us before ordering.

Delivery area

We deliver to addresses inside Medway and the surrounding villages only, and we check your postcode at checkout to be certain before you pay. If you are outside it, collection is always available. Deliveries go out on the morning of the day you chose, inside the same 8am to midday window, and we will ring you before we set off.

If something goes wrong

If a bake arrives damaged or not as described, email hello@kongwabakes.com within 48 hours with a photo and your order details, and we will put it right with a replacement or a refund. Nothing in these terms affects your statutory rights.