Terms and Conditions

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By ordering from Em’s Bakes and Cakes, including any orders placed via social media messages, email, phone and in-person orders, you agree to be legally bound by these Terms and Conditions.

1.1. All orders are subject to availability and are only confirmed once either a deposit has been paid or written confirmation has been provided by Em’s Bakes and Cakes that the booking is secured.

1.2. It is the customers responsibility to ensure accuracy for all details provided regarding the cake design, flavours, allergens and delivery date/ time/ location. Should any last-minute errors be identified, or details amended, it is up to the discretion of Em’s Bakes and Cakes whether these amendments can be accommodated.

1.3. Please note – final cake designs may vary due to availability, and we are unable to guarantee the finished product will look ‘exactly’ the same as any inspiration photographs may that have been previously exchanged.

1.4. It is the customers responsibility to provide us with a current valid mobile number and email address, so you can be contacted if necessary.

2.1. All pricing and costs will be discussed with you during your enquiry, including the costs of any additional extra cake decorations and delivery fees.

2.2. All quotes are valid for 30 days, after which a new enquiry will need to be made and this may be subject to change.

2.3. Once you have paid your deposit and confirmed all cake details, you agree to pay the full outstanding amount by 1-week prior to collection (celebration cakes and other orders), or by 4-weeks prior to delivery (wedding cakes / wedding orders).

3.1. Upon confirming your order, a deposit is required to secure this date and availability for your order. All orders are not deemed as confirmed until this deposit payment has been received, and you run the risk of your date being taken up by another order if the deposit is not sent promptly.

3.2. For celebration cakes and orders for other occasions, a minimum £20-50 deposit is required depending on the overall cost of your order. This will be confirmed to you upon ordering.

3.3. For wedding cakes or dessert tables, all orders up to £300 require a non-refundable and non-transferrable deposit of £75. Orders over £300 require a non-refundable and non-transferrable deposit of £100.

4.1. All customers have the right to cancel their order at any point, however this may be subject to payment being partially or fully retained, depending on how much notice is given. Please see below for further details. 

4.2. Wedding cake / dessert table cancellations: 

The below conditions are implemented for all wedding orders, as these are often prepped weeks in advance and the date is reserved for your cake, meaning less other orders can be accepted on this same date.

- Cancellations made 12+ weeks from delivery / wedding date: 50% of deposit is refundable 

- Cancellations within 8 weeks of delivery / wedding date: deposit is non-refundable

4.3. Celebration cake / other cancellations:

- Cancellations made within 2-8 weeks before your collection date: 50% of deposit is refundable 

- Cancellations within 2 weeks of your collection date remain liable to pay their full quoted order cost.

4.4. If Em’s Bakes and Cakes are unable to fulfil your order due to any unforeseen and unavoidable circumstances (such as significant illness or natural disasters etc.), we will aim to give you as much notice as possible and always assist in finding someone else who may be able to complete your order to a comparable standard.

4.5. Any cancellations due to Em’s Bakes and Cakes being unavailable due to exceptional circumstances, will result in a full refund being issued.

5.1. For any orders arranged to be collected by the customer, a full collection address and postcode will be arranged, as well as a pre-discussed collection time slot.

5.2. If for any reason you are no longer able to collect at your pre-arranged time, Em’s Bakes and Cakes will endeavour to accommodate your availability for another time on that same collection date; however please note this might not be guaranteed to be during sociable/ work hours. You may need to request someone else to collect the cake on your behalf.

5.3. If you need to change your collection date, then please ensure as much notice as possible is given to Em’s Bakes and Cakes, as this may require amendments to when your order is baked and prepared. Please note – we may not always be able to accommodate changing your date completely from your original confirmed enquiry date, so please inform us as soon as possible in the event of any alterations.

5.4. Em’s Bakes and Cakes will not be held responsible for any damage that occurs to any orders during transit after collection. Once any items have left our property, the customer is responsible for ensuring the cake is properly transported and stored. 

5.5. We recommend collecting your order in a vehicle with good air-conditioning, and ensure this has been running for >10mins prior to collection so the air temperature is cool (mostly applicable in warmer months). When carrying your cake/ bakes, please ensure the box is securely held from the bottom (not the sides as this may incur damage to your cake). When driving, cakes should be placed on the floor in the front passenger seat footwell, or in the boot of the vehicle. We do not recommend to travel with cakes on a passengers lap, as this may result in the cake accidentally being tipped over.

6.1. Delivering of orders is always subject to availability and must be pre-arranged with Em’s Bakes and Cakes prior to any payments being made, to ensure Em’s Bakes and Cakes are able to factor in adequate time to deliver your items. 

6.2. All deliveries will be subject to a delivery fee, which will be calculated and disclosed to you prior to any deposits or payments being taken. 

6.3. Please note – delivery will usually only be available mid-week and for late evening time slots, due to other work/ personal commitments during daytime hours and on weekends. Delivery availability is never guaranteed, as we offer a primarily collection only service (except for wedding cakes) 

6.4. Delivery fees are calculated at 0.45pence per mile for the round trip of the journey, plus an additional hourly rate to cover time spent delivering for longer journeys. Our minimum delivery charge is £5.00. 

6.5. Upon delivering your order, Em’s Bakes and Cakes will ensure you are happy with the quality of your items and we accept no responsibility for any damage that occurs to your bakes once we have safely delivered them. Please ensure all bakes are stored properly / refrigerated as recommended, and take care when carrying or transporting cakes that they do not get damaged in transit. 

6.6. For wedding orders or cakes being delivered to an events venue, Em’s Bakes and Cakes will always take a photograph of the cake once it has been delivered / set up, to prove it has been left at the venue in good condition. We will always endeavour to inform a member of staff at the venue about how best to store the cake and any other information required; however Em’s Bakes and Cakes cannot be held responsible for any damage that occurs to the cake after delivery. 

6.7. For venue deliveries, please ensure free parking is available or otherwise Em’s Bakes and Cakes will add any parking fees to your order invoice. 

7.1. Please note, ALL bakes produced by Em’s Bakes and Cakes are produced in a kitchen that handles all of the 14 major allergens, so we are unable to cater for allergies. 

7.2. It is the customers responsibility to disclose any food allergies within your party upon ordering, and Em’s Bakes and Cakes will not be held responsible for any adverse reactions to our products. 

7.3. If requested, we are able to cater for free-from bakes (e.g. dairy free, egg-free, vegan & gluten free bakes); however these would only be recommended for individuals who choose to exclude these ingredients due to a dietary preference or mild intolerance, rather than any diagnosed allergies. Even when using free-from ingredients, we are unable to 100% guarantee there is no risk of cross contamination due to our kitchen containing allergen products, so consuming these would be at the risk of the customer and Em’s Bakes and Cakes would not be liable for any adverse reactions that may occur. 

If you have any questions regarding the terms and conditions as outlined above, please contact us.