All orders may be collected free of charge by prior arrangement.
All orders require a signature on delivery / collection, so please check over your order thoroughly to indicate you are happy with the product(s) received before signing, or ensure that whoever signs for the order on your behalf does so. If you are not happy it is important to make this known immediately to give us an opportunity to address the issue.
We accept no responsibility for any damage sustained to products once they leave our care. Baked goods are fragile and require care and attention when handling, storing, and displaying. Please pay careful attention to any additional storage and transportation instructions provided, general advice is as follows:
All products should be placed on a flat surface and stored at room temperature in the packaging provided, unless otherwise stated. They should be kept out of direct sunlight. Freezing or refrigerating is not recommended unless specifically advised. Please note products should be consumed within 2 days.
We recommend that you do not place any cakes/cupcakes on a car seat, as they are rarely level. They should be placed either in the boot or the footwell of the car, ideally on a non-slip mat. Extra care should be taken when driving, as some elements may be delicate. We cannot take any responsibility for damage sustained after the product leaves our care.
If delivery has been requested, we will deliver the order on the day set out in the order confirmation to the address provided. We do not offer specific delivery times. If the delivery address changes after the order has been confirmed additional charges may be added to cover extra mileage/time.
When delivering to a venue, we will contact the venue in advance to arrange delivery. If we set up the cake(s), we shall take photographs of the order in situ before leaving and, where possible, obtain a signature from the venue confirming it has been received in good condition. Should the venue need to set up themselves, we shall explain how it is to be displayed and where possible, obtain a signature to verify we have done so.
We are unable to accept any liability for any damage sustained to the order after it has left our care nor any failure to follow the instructions provided. In the unlikely event that your order arrives damaged, it is your responsibility to report the damage to us within 48 hours and send photographic evidence.
The images shown are examples of our work. All our products are made by hand to order, and consequently each differs slightly from the next. While we do our best to make the product(s) you order as closely as possible to the image displayed, there will be minor variations and you understand that the image shown is not the item you will receive. All photos, illustrations and descriptions are for guidance purposes only.
If you wish to request a specific colour to match a ribbon or fabric swatch you provide, please be aware that it is very difficult to exactly replicate the colour of materials etc. in edible form, especially when viewed under different lighting conditions. So if requesting this, you do so on the understanding that while we will do our very best to colour match any item, we can never guarantee it will be exact.
Complaints are very rare and we take them very seriously. Any complaints must be communicated in writing within 48 hours of collection/delivery to give us a fair opportunity to assess the nature of the complaint and attempt to address it. If the complaint concerns the flavour/texture of the cake, as much of the uneaten product as possible must be returned to us within 24 hours to ensure we are able to fairly assess the nature of the complaint. The product(s) must have been stored at the correct temperature and in the box we supplied, out of the sun and away from damp conditions or heat.
You may cancel your order at any time, provided that you communicate this to us in writing. As cancellations incur administrative costs, potential wasted materials, lost business, and impact on our commitment to other customers, we will apply cancellation charges as follows:
14 days before delivery/collection date: cancellation charge (percentage of total price) = 10%,
7-13 days before delivery/collection date: cancellation charge (percentage of total price) = 50%,
Less than 7 days before delivery/collection date: cancellation charge (percentage of total price) = 100%.
Cancellation / Return / Exchange Policy
We offer various dietary options; however, our products may not be suitable for those with certain allergies as our kitchen does handle cereals (including wheat), nuts, eggs, seeds (including sesame), sulphur dioxide and sulphites, and dairy. Please contact us before making payment so we can discuss your requirements.
Many cakes contain inedible items in their construction/decoration, which may include but are not limited to: decorative flowers and foliage (both natural and manufactured), support dowels, ribbon, crystals, flower picks, and wire. You understand that it is your responsibility to ensure these are removed before consumption.
If you supply any items you wish to be used as decoration, it is your responsibility to ensure that these are safe to be in contact with edible items. (A good florist should be able to advise on suitable blooms and foliage). We take no responsibility with the safety of any customer supplied decorations and our agreement to use them should not be implied as such.
Please ensure you check everything is correct, particularly any spelling, before you complete payment, as it may not be possible to rectify any mistakes, and we make no assurances in this regard.
We reserve the right to take and use any photographs, videos, or descriptions of our products for display, promotion, or any use connected with our business without limitation or remuneration.
Placing your order confirms your acceptance of these policies and the Caketu Terms & Conditions. This does not affect your statutory rights.