Service Terms and Conditions

The conditions set out here constitute my terms of sale. Please contact me for clarity on any matter which is not clear or that you do not understand and note that nothing contained here affects your statutory rights as a consumer. 

Timescales

I will endeavour to do everything I can to accommodate your order however I work to a maximum number of cakes per week and will not compromise quality over quantity. . 

Usually, 4 months’ notice for wedding cakes and 2-3 weeks for celebration cakes is sufficient, but not guaranteed.

Design Condition

Alterations & Changes It is your responsibility to read & check the quote thoroughly; any amendments should be made in writing. If requested, I shall endeavour to adjust the design where possible, but sometimes this is not possible according to the nature of the request or amount of notice given. If the alteration affects the cost, or preparation work for the original design an additional charge will be incurred.

Any cake ordered from a picture or photo of a cake produced by any other cake maker, can only be used for inspiration and reproduced as my interpretation of that cake and will not be an exact reproduction of the cake in the picture or photo.

Please note food colours develop over time and shades cannot therefore be fully matched.

Customer Satisfactions Guarantee

Should you be unhappy with the cake I will do everything I can to rectify the matter before your event. So please notify me immediately if there is a problem for me to fix. If you are still unsatisfied then I will refund the price of cake in return for the product.

If there is a design problem the cake is to be photographed and e-mailed within 2 hours of the cake being collected or delivered. Situations where the cake is eaten, and therefore not returned, will not be given consideration for a refund, in some rare circumstances vouchers may be offered.

If you have a complaint about the taste of the cake, then a sample is to be provided within 24 hours. 

Cake flavour and texture is subjective. Refunds requested due to flavour or texture after cake has been accepted and picked up are only offered if the product is brought back to me within 48 hours, and the quality of the cake flavour or texture is determined not to meet my standards. Quality determination is at my own discretion. Please keep in mind that temperature and humidity may impact the flavour, overall design, or texture of the cake to some degree. Please understand I cannot control changes in texture or changes in colour or shape due to weather conditions

Please check your order.

While I take every measure possible to check your order, it is also the responsibility of the customer to make sure the details on the order form are accurate. I will do everything, I can, to rectify the situation. When an error does occur i.e. wrong date, then the responsibility lies with the customer to check the details when placing their order.

Deposits and Payments

Once the order is placed the deposit (£150 for wedding cakes) and full payment for all other cakes is non- transferable and non-refundable. Please understand that design work has often started well ahead of your delivery date, and my time is part of your cake price.

The order is only confirmed once receipt of the full payment has been made, and no guarantees can be given on availability until this has been paid in full.

Balances for wedding cakes are due 45-60 days before the wedding agreed collection or delivery date.

Cancelled orders with less than 30 days’ notice are payable in full. 

Allergies & Special Dietary Requirements Special Diets

Please discuss with me if any of your guests have special dietary requirements. Cakes can be made gluten free / egg free / alcohol free / without nuts by request. Please be aware that although these ingredients can be removed from the cakes, they are still used in my kitchen so I cannot guarantee that any of my cakes are completely free of all traces for people who are highly sensitive.

Delivery

When a cake is to be delivered it remains the responsibility of Helen’s Cakes, Enjoy, while in transit. Where any damage occurs then it is the sole responsibility of the Helen’s Cakes, Enjoy, to make good any damage. If this is not possible, for whatever reason, then a full refund will be given. 

Collection

As you will appreciate that once the cake leaves the premises, responsibility then passes to the customer therefore, Helen’s Cakes, Enjoy is not liable for any damage in transit. Please be aware that a flat surface is required to retain the stability of the cake and should be secured where possible to remove the risk of movement during transit. 

If you are unsure, please ask for further advise. 

Best Before Dates

When preparing some cakes, especially larger ones, the cakes may need to be in prep for two sometimes three days before the event. While I will do everything to ensure that the cake is as fresh as possible for your celebration the best before dates are usually within two days of the collection date.

To assist in prolonging the shelf life, cakes are best placed in a sealed container (this will damage a sugar paste finish) in the fridge. We do not accept liability for consumption from two days following the event. 

All cakes are supplied with instructions on how to store them, please note that refunds will not be given where these instructions have not been followed.

Non-Edible Decorations

During the design process the customer will be informed of any non-edible decoration that will be used to construct their cake. The customer must relay this information to the venue / hosts or any third part receiving the cake. Details will be included on your cake label.

Copyright

The design copyright is the property of the Helen’s cakes, Enjoy. The customer does not have any claim on the design. Helen’s Cakes, Enjoy, reserves the right to use images of any design for promotional purposes following the event. 

© Helen’s Cakes, Enjoy 2024

Bedford MK41 7YD UK