Terms And Conditions:
All of my cakes are freshly baked to order and hand-made. As general guidance, cupcakes should be eaten as soon as you can, preferably within 4 days. They should be eaten at room temperature and should be left in the box provided to you by Cakes By Em.
Sponge cakes decorated in fondant icing should be eaten within 6 days. Cakes should be kept in the box provided by Cakes By Em when uncut and should be wrapped in clingfilm and placed back into said box once cut.
Orders and Deposits:
To confirm an order, a non-refundable 50% deposit is required upon booking. This will secure your requested date and cake order. The outstanding balance is due on date of collection/delivery. (For occasion cakes only, wedding cakes have different terms please ask for more details).
If you wish to have alterations that affect the cost, after the deposit has been paid, the balance will be adjusted accordingly.
Payments can be made by Cash, Bank Transfer or PayPal.
All cake designs are the result of the information given to us by the customer. The interpretation of customers’ bespoke requirements and amends to the design, are approved by the customer during the order process; written/verbal descriptions and/or a diagram will be used to explain what the customer will receive.
We will do our best to match any colour requests for icing but we cannot guarantee an exact match. Colours present differently in different materials. We aim for a perfect match but this is not always possible.
Please check your order thoroughly before payment, for bespoke cakes we can only create the finished article from what we interpret from the wording of your order.
Deposits are non-refundable and non-transferable.
If you cancel your order for any reason six months to one month before the requested date, 50% of all other monies paid except the deposit may be refunded. Cakes By Em has the right to refund in whichever way we deem suitable and aim to refund within a month of cancellation.
If your order is cancelled less than 3 weeks from the requested date, you will receive no refund. Cakes By Em has the right to not refund at all dependent on circumstances. All refunds will be carefully considered by Cakes By Em.
There is no flat fee for delivery and assembly. All delivery charges are calculated on a distance and time basis and are quoted in the order confirmation. Delivery charges include delivery to the agreed location for the specified time (as per the order confirmation) and assembly of the cake if required. Delivery charges are calculated as starting from Cakes By Em (Bicester, Oxfordshire). The route taken is at our discretion.
Cakes By Em offers you the option to collect your cake free of charge (not all cakes are suitable for collection so please ask for more detailed information). However, please note - If the cake is collected , the full responsibility for the safety of the cake is with the client, Cakes By Em will not be responsible for any damage to the cake after its been collected.
If cake has been collected it should be transported on a flat surface (preferably in an empty boot or passenger foot-well. It is not recommended that cakes are put on a seat or a passenger knee as the angle can cause damage to cake.
If you do not show up within 30 minutes of delivery time we may not be in to hand your cake over and a new collection time will have to be arranged. Cakes By Em accept no liability for self-assembly cakes that are not assembled properly or are damaged during assembly or transportation.
Cakes By Em accepts no liability for cakes that are damaged after they have been delivered to the agreed location. For cakes delivered to wedding venues, I will provide a photograph as proof to say that the cake has arrived and that it arrived in perfect condition.
Cakes collected are checked by myself and checked by the customer on collection. The customer consents that it has been collected in perfect condition by accepting the cake and taking it away. Damages after this point are not our responsibility.
Complaints are very rare, however, I take them very seriously, after all our reputation is built upon the word of mouth of our customers! Corrections and repairs to cakes including inscription mistakes, can be corrected on the same day in most cases.
You are required to give us the opportunity and must let us know of the problem within 2 hours of accepting your cake. Some complaints may require further investigation and refund may not always be possible.
Cakes, or part of cakes, must be returned within 3 days to ensure I am able to fairly assess the nature of the complaint and that it never happens again! The maximum refund I offer is the value of the cake and any delivery charges. Further compensation is not available unless deemed appropriate.
Unless otherwise specified all cakes contain butter, gluten (wheat) and eggs and are made in an environment that handles nuts, soya and alcohol. Nut-free and gluten-free cakes can be made on request but we cannot guarantee that these cakes will not contain trace amounts of these ingredients due to the nature of production.
Cakes By Em accepts no liability for customers suffering allergic reactions from eating our cakes. It is the customer’s responsibility to make us aware of any special dietary requirements that need to be accommodated in the making of their cake.
If you have any questions regarding our terms and conditions, please do not hesitate to contact us.