TERMS AND CONDITONS

When placing and order you confirm to have read and understand these before placing any order with me.

If you have any queries or need to make any changes to an order, please contact me immediately. I will try my best to accommodate changes, however, I am unable to accept changes within the 7-day period before the order is due for collection. I will assess your request for an alteration and let you know its effect on the price and date. Accepting any alterations is at the discretion of Kelly’s cakes Bishop Auckland depending on any work already carried out and orders booked in.

 

CANCELLATION POLICY- Deposits are NON-REFUNDABLE

Deposits are for my time in researching, ordering, planning, fondant work and glitter card toppers which are made as soon as your deposit is made.  Cancelling may incur administrative costs,  due to lost business and impacts on my commitment to other customers cancellation charges as follows: 

 

Within 7 days – Deposits are non-refundable / Transferable

Unfortunately, it is too late to accommodate any changes on the confirmed order. The date and time are at my discretion depending on other bookings. If  you need to cancel, please inform me asap as you will be charged for any work already completed.

 

Between 7-14 days – Deposits are non-refundable / Transferable

You may be able to change the collection date/ time. If I am available for the new date/ time requested. If I cannot accommodate your changes, you are free to cancel your order and lose the deposit paid. It may incur charges for toppers and work already carried out if not covered by the deposit payment.

Small alterations / changes may be possible depending on work that has already been done. Please contact me to discuss this. However there maybe a surcharge to accommodate new changes to the original design.

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Between 14-21 days – Deposits are non-refundable / Transferable

Please contact me if you want to make any charges to your cake design. This may be possible if no additional costs  have been made to the current design such as personalisation, fondant toppers or Items purchased specifically for your order. We can also discuss changing the cake collection date. I will always try my best to accommodate changes for you, but this is not always possible.

 

 

30 days or more – Deposits are non-refundable

Contact me if you want to make any charges to your order as soon as possible. If there has been no additional costs to the current order, we can go ahead and make changes. Please understand that if any preparation work has already been completed this will need to be incorporated in with any changes you make. If you wish to change the date, we should be okay to do this if I have a space available. If no work has been completed, we are good to transfer your deposit onto another cake if you need to cancel or change your order.

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Cancellations due to Covid – I have managed so far by accommodating change of dates. All the above still applies. Contact me as soon as possible to discuss any concerns you may have. If you have covid and must cancel your cake, we can postpone the order to a later date. In the event of a full lockdown happening again a change of date / order may be transferable to a different date, at the discretion of Kelly’s cakes bishop Auckland.

 

IF I NEED TO CANCEL

Rest assured that in the unlikely event that i must cancel your order for any reason, such as illness, family passing or any unforeseen circumstances, that I will always try to give you as much notice as possible. But please understand that in some circumstances this may not always be possible.

You can choose to have a full refund on all money paid. Or transfer the deposit to a cake later in the year. I have never had to cancel any order to date. It would be only in extreme circumstances would I ever need to.

 

CLEANING & REGISTRATION

I have a 5* star hygiene rating: I adhere to all cleaning regulations Everything is cleaned, washed, and sanitised before, after and during each task. All equipment & food areas used are cleaned and disinfected, including doors, floors, oven, and all the kitchen area. I Clean as I go between tasks. All cleaning chemicals and Disinfection products meet the BS EN 1276 or BS EN 13697 standards. My hygiene certificates are in am album on my business Facebook page.

 

COLLECTION 

Cakes must be collected on the specific date you booked. Collection times are emailed to you a few days before collection you must reply to this email to confirm. Collections must be within my collection times.

 

All cakes are photographed before leaving my kitchen, also a picture will be on your care sheet you get with your cake. I accept no liability for cakes that have been damaged once the cake has left my property. It is up to the person collecting and handling your cake to transport it safely. Please check your cake upon collection. Any issues must be raised upon collection or within an hour of taking your cake away. After this time, it may not be possible to rectify any problems.

All cakes are boxed suitable for travelling. Please ensure if you are travelling with your cake in your car that you have air con turned on. The cake box must be completely flat. Do not travel with cakes on the seat or on knees. They are not flat. The best place for smaller cakes is on the floor in the front seat foot well. For larger cakes place in the boot on a non-slip mat padded with pillows around it to stop it from moving or sliding if necessary

I am not responsible for uneven ground in venues, so please ensure the cake is in a safe, dry stable position out of sunlight or hot overhead lights. 

 

ALLERGENS

Allergies must be stated before Ordering As my kitchen is not an allergy free kitchen. Your cake is baked in a kitchen that handles allergens and food tolerances. I take the health and safety of my customers as a priority, with this in mind, I feel it is of paramount importance to let all my customers know my position on allergies and food intolerances. My business is from home, I am registered with my local council ( 5-star rating).  I cannot guarantee that my cakes are suitable for those with allergies or intolerance’s, due to a high risk of cross contamination in my multi-ingredient kitchen. For this reason and the new laws regarding allergens, I do not cater for any food intolerances or allergies, regardless of how minor these may be. Please ensure any guests consuming my cakes are aware that my cakes do contain cereals containing Gluten, Eggs, Milk, and may contain nuts and peanuts. At present I do not offer, Vegan, Vegetarian, Dairy free, Gluten free, or allergy free cakes.

 

NON-EDIBLE ITEMS

Beware of small edible sugar pearls these can be very hard on your teeth and supervise children who are consuming the cake with pearls. Ensure you read the care sheet which will notify you of any non-edible items on your cake. Food safe sticks are used on cake toppers and to hold figures together.

Never push a person’s face into a cake as there may be dowels inside your cake. Always inform me I this is the type of cake you are wanting so we can make it safe. Also inform the venue of anything non- edible on you cake. Figures (unless otherwise stated) are for decoration purpose only. Beware of small parts

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STORAGE

NEVER put your cake in the fridge, unless stated. Store your cake in the box provided in a cool dry place away from lights, drafts, heat & strong odours. Once cut store cake in a cool place inside the box it was provided in. You may slice your cake and wrap in foil or cling film. You can store the slices in your fridge, but your cake will not be as soft as it is a room temp.

 

SHELF LIFE

Your cake is always at its best consumed on the day of your event. I do not guarantee freshness after the event date and should be consumed within a reasonable time scale.

Cupcakes are best consumed the day you get them and for freshness after this they may become drier in texture and taste.

Take care when displaying your cake avoid direct sunlight, spotlights, candles, and heat sources that may damage or spoil your cake.

 

MY CAKE IS DIFFERENT WHY?

Any cake ordered from a picture or photo of a cake produced by any other cake maker can only be reproduced as my interpretation and not an exact copy.

I warrant that on collection the Cakes shall conform to their description as set out in the Order Confirmation, be of satisfactory quality, and comply with all food safety, statutory and regulatory requirements in the UK. I will not be held responsible for customer disappointment of the design or the interpretation of the cake if it is made in line with the customer’s pre-agreed requirements set out in the order confirmation and will face no consequent liability. It is the customer’s responsibility to ensure all details within the order confirmation are correct and meet their  requirements.

 As with all things in life some things do not go to plan. Sometimes the character will not stand on the top of the cake, sometimes what you want to do just will not do it. Sometimes there may be small changes to your cake when you collect it.

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Colour matching, I will do my best to match a colour as close as we I deem possible. Exact colour matches are not guaranteed.

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CAKE PORTIONING / SERVINGS

All customers slice cakes differently. I can only estimate a suitable size for your requirements, there is a cutting guide on the back of your cake care sheet to help. I cannot be held responsible for not being able to cut the number of slices out that you need. Please order the size that suits you. Google searches give so many different cutting guides and portion sizes that I always leave this to the customer to decide on the size of the cake they require