Terms and Conditions
It is important that you read these terms and conditions before ordering.
If you receive a quote for a cake (or cakes) from us and you are happy with it, you will need to pay a deposit to confirm your order. The deposit amount will be proportional to the entire cost of the cake(s) required and will be non-refundable.
Staggered payment options are not available unless agreed at time of paying the deposit or it's a wedding cake order. You will be required to pay the deposit to secure the order and the outstanding amount either before or on collection/delivery of the cake.
Please note that a query made for a cake is not a confirmation of order and won't be booked in.
Design & Alterations
It is your responsibility to read and check your quote thoroughly; any amendments must be made in writing. When requested we will endeavour to adjust the design where possible, however at times this is not possible due to the nature of the request or the amount of notice given. If the alteration affects the costs or the preparation work for the original design has been undertaken then your balance will be adjusted accordingly. Please advise when you pay the deposit if you are undecided on the design. We reserve the right to change the design at any point if circumstances beyond our control may compromise the finished cake. Each cake is individually made by hand so although every effort is made to ensure consistency, a small amount of variation may occur.
PLEASE NOTE – pc monitors, laptop’s and hand held devices differ in resolution. Due to this a small amount of variation in colour may occur. This is unfortunately not something we can control.
We are able to offer delivery for a fee of £5.00 within a 5 mile radius & £10.00 within a 10 mile radius of Gemma's Cakes. Local delivery within 1 mile is free.
Collection days and times are arranged at the time an order is placed. If you are unable to collect at the arranged time, please contact we and other arrangements will be made. Other customer collections and deliveries are given designated times which means that if you don't collect your order in the allotted time, you will need to contact us to arrange another visit to collect (this new collection time will depend on our availability). Delays with collections can potentially impact the shelf life of the cake once in your care depending on how delayed the next collection attempt is made.
We give all customers advice on the transportation and storage of their cakes. Please follow these guidelines to ensure constant quality and also structure with tiered cakes.
If you are in any way unhappy with your cake please say so at the time of collection/delivery and every effort will be made to rectify any problems. Once taken receipt of your cake, you agree that it has been (a) created to your satisfaction and (b) agree to take full responsibility of your cakes transport arrangements and any damage incurred during transit by you.
Delivery attempts will be made ONCE to the agreed address, at the agreed time and date. If you are unavailable to take delivery at that time, or you are in another location than the initially agreed location, you will be required to pay another delivery charge without negotiation. As an example, if you agree for us to deliver to location A, have agreed to pay delivery to that address and we deliver to that location to be told that you're now wanting it delivering to location B, you will incur TWO delivery charges.
If you contact us no less than 24 hours before the agreed delivery time to advise us that you need to re-arrange, no further cost will be incurred (unless you miss the next delivery attempt).
Regardless of the formalities above, we are always available for questions and concerns. Our working hours are 9.30am to 4pm Monday to Friday, 10am to 3pm Saturday. After these times, we can be contacted via email or via our Facebook page and will reply periodically. No collections will be permitted from our premises outside of these times unless agreed at the time of deposit being taken.
Any refund given for disputes regarding a cake design or production of a design are completely at the discretion of Gemma's Cakes and are not automatic. Full refunds will never be given for any cake which has been consumed or used for an event regardless of dispute, as consumption & use of the cake is viewed as your acceptance that the cake is adequate for the purpose for which it has been supplied. All cakes delivered to venues and collected from our premises are photographed from different angles to show cake quality on delivery/collection. We do not accept any responsibility for damage to the cake, decorations and/or stands provided by you once the cake has been delivered to a venue or collected from our premises. I strongly recommend delivery of tiered cakes, but if you decide to collect please ensure your transport is clean and tidy. We recommend transporting in a foot well or boot and that you drive slowly and carefully. If you have any concerns about your cake please notify us upon delivery / inspection so that we have the opportunity to rectify it in time for your event. No refunds will be given for change of mind. If in the unlikely event of late delivery (defined as 60 minutes late) the maximum compensation will be 10% of the full cost. We ask for your patience with factors that may be beyond our control (eg traffic conditions) as we cannot be held liable for any such delay. Any refund offered by Gemma's Cakes will have a 24hr acceptance time limit. After this time any such offer is null and void.
If you have any concerns regarding your finished cake please notify us at the point of collection/delivery so we have the chance to rectify it in time for your event. If you are having your cake collected by someone other than yourself and fail to contact us within a 2 hour window of receiving it, it is understood by both parties that you are 100% satisfied with your cake.
The initial deposit is non-refundable and non-transferable under any circumstances due to time already spent on consultation and any loss of business due to your booking preventing further bookings on that date.
If cancelling within 2 days of the agreed collection/delivery date full balance or your order will become payable.
We can only accept responsibility for the cakes up until they have been collected /delivered to you. The cakes will be securely boxed and upon a sufficient cake board for the weight & size of the cake. Upon collection you will be provided with transport and care instructions and it is deemed that you are accepting responsibility for your cake/cupcakes. Once your ordered is collected/delivered Chrissy’s Cakes accepts no responsibility for damages.
A personal note about why we're more expensive than the supermarkets
A lot of time has gone into learning the techniques, buying equipment & tools, keeping up to date with the latest trends, marketing & advertising, etc.
Your whole cake experience starts from the initial contact, the designing, sourcing the relevant information/items, preparation time, baking, covering and decorating.
Our cakes are made using the finest ingredients and every care is taken with each and every cake we make. All of our decorations are handmade to spec and not mass produced making your cake unique and special. You won't find a supermarket in the land that will make a unique cake as they're all mass produced to keep costs low. This also means that they are full of preservatives and don't taste as fresh as ours.