Question 1

Payment

Accepted Answer

We require a minimum 50% deposit to secure your order. Any outstanding balance is due on collection. Should delivery be required balances must be paid no later than one day before delivery.

We accept most major credit/debit cards and cash.

We also accept online orders via our online shop. Full payment is required when ordering online via PayPal.

Orders will not be processed until at least 50% deposit has been received.

Question 2

Delivery and Set-up (optional)

Accepted Answer

Subject to availability, optional delivery is available (on qualifying orders over £350.00) and charged according to mileage. This is a service we reserve mainly for Wedding Cakes.

Delivery can only be made to wedding venues and similar places of business, such as hotels or restaurants. Unfortunately we are unable to deliver to residential addresses.

Any balance due is required at least one day before delivery.

We are happy to set up your cake provided the venue is ready to receive it when we arrive. We will not be held responsible should we be unable to set up your cakes due to circumstances beyond our control.

We have a very convenient collection point at the back of the shop and we're always very happy to help you put it in your car. For further details check our directions  page.

Question 3

Cancellation - Non Wedding Cakes

Accepted Answer

Cancellations will be charged as follows:

If your cake is due to be collected/delivered;

More than two full weeks from cancellation date £10 + 5% of the full cake price.

More than one full week from cancellation date £10 + 25% of the full cake price.

Less than one full week from cancellation date 100% of the full cake price will be due.

Question 4

Cancellation - Wedding Cakes

Accepted Answer

Should you need to cancel your Wedding Cake for any reason we will charge the following:

If your cake is due to be collected/delivered;

More than two months from the time of cancellation £20 + 10% of the full cake price.

More than one month from the time of cancellation £20 + 25% of the full cake price.

More than two weeks from the time of cancellation £20 + 50% of the full cake price.

Less than two weeks from the time of cancellation 100% of the full cake price will be due.

Question 5

Postponements

Accepted Answer

Where possible we will endeavour to meet your postponement requirements. Unfortunately we are unlikely to be able to postpone an order that is due to be collected within 7 days.

Question 6

Alterations

Accepted Answer

Where possible we will endeavour to meet your alteration requirements. However, due to the nature of our products some items need to be prepared further in advance. Therefore, there may be additional charges should we have undertaken work that is no longer required. I.e. if we have created sugar paste models that you no longer desire. Please contact us as soon as possible if you wish to make any alterations.

Question 7

Returns

Accepted Answer

Due to the bespoke, made to order and perishable nature of our products we are unable to accept returns. All sales are final.

Question 8

Cake Photos

Accepted Answer

We reserve the right to take and use our own photos of cake(s) made to customers specifications to use for marketing and promotional purposes, including advertising and promotion without compensation to said customer.

Question 9

Disclaimer

Accepted Answer

Everything we create is made to order, by hand. It is not possible to guarantee an exact reproduction of any other cake, model, colour or otherwise. There are thousands of examples of our cakes for your perusal, allowing you a feel for our quality. Models of people/animals may be made to bear a resemblance to your chosen person/animal, they will not necessarily be identifiable in a line up.

We reserve the right to exercise our artistic licence. Some things that may work in a simple 2D sketch for instance, will not work in the medium of cake. Equally, if we feel upon creating your cake that something slightly different would be more suitable we will assume that you are in agreement. If any more radical deviations from the originally discussed order are required, we will of course contact you prior to completion.

Question 10

'29 Minutes to Go!'

Accepted Answer

Our 29 minute timescale applies to cakes ordered from the '29 Minutes to Go!' (also known as 'Quick selection' and other similar names) range only,

Orders must be placed between 9:30am and 4:00pm Monday to Saturday and are subject to availability.

‘29 Minutes to Go!’ only includes vanilla sponge cakes with raspberry jam and vanilla filling.

Full payment will be required at the point of order. Your order is only complete on successful payment.

Due to the nature of our products some colours are unavailable within the '29 Minutes to go!' range. Ask the team for further information.

Alterations and/or cancellations will not be possible on cakes ordered from the '29 Minutes to Go!' range. (We require a minimum of 1 full weeks notice in order to cancel any cake, two weeks for wedding cakes.)

We reserve the right to withdraw this promotion at any time without notice.

Question 11

Prices

Accepted Answer

We reserve the right to increase our prices at any time and without notice.

Question 12

Satisfaction Guarantee - Aesthetics

Accepted Answer

On collection (or Delivery) we will ask that you (or in your absence, the person/s collecting on your behalf) check your cake to ensure it is all as expected. At this point, we will be able to make any necessary changes in order to meet your reasonable expectations. We will offer a time scale of how long this may take, and either ask that you return or wait for us to rectify any possible issues.
Once the cake has been accepted we assume that it is/was as per your instructions and expectations. At this point we will no longer be able to make alterations.
In exceptional circumstances, such as accidents / breakages once your cake has been accepted, we will attempt to offer a solution. Remedial works may incur additional charges.

Question 13

Complaints Procedure

Accepted Answer

On rare occasions, a cake that is not of the exacting standards we expect may make its way to a customer.  Should you find that your cake is not of the quality you expect, please contact us as soon as possible.

In order for us to be able to investigate, we will require that the product and its original packaging (i.e. the cake on its cake board and with the box) be brought back promptly. Unfortunately without this we are unable to properly assess any possible concerns. Obviously, if you have cut and eaten some cake we do not expect that returned too. However,  ensure that any cut sides are cling-filmed so as to prevent deterioration and enable us to best assess.

Any form of compensation will be at the discretion of senior management.

Terms & Conditions