Cuppa n Cake

Returns, Refund & Cancellation Policy (Terms & Conditions)

 

 

ONLINE ORDERS

 

Because of their perishable nature, weekly Flavours, Every Day and other goods are non-returnable. This does not affect your statutory rights. If you are not completely satisfied with your goods, please email cuppancakebakery@gmail.com quoting your order reference number.

 

Please include “REFUND REQUEST” in the subject field. Let us know what the problem is and include photos, if applicable. We will investigate and determine if you are eligible for a refund or replacement. Please note, delivery charges will not be refunded.

 

In order for us to resolve any complaints quickly and to our mutual satisfaction, we advise you to make any complaint within 1 day of the date of delivery or intended delivery or collection day of your purchase.

 

Cancellations

Only order cancellations which are given at least 10 working days before the intended delivery date may be accepted. Orders placed or cancelled on Saturdays, Sundays or Bank Holidays will be treated as having been received on the following working day. To cancel orders, please email cuppancakebakery@gmail.com quoting “cancel order” and your order number. We unfortunately cannot amend any orders once placed as we have a small team and aren’t able to make changes to flavours, box size, delivery date or address.

 

You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent, and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.

 

Signature and Bespoke Custom Cakes

All our cakes are baked to order, and we do not accept returns. Refunds, credit notes, or a replacement order of the same value will be given only in the event that you receive the incorrect product or if the products are shown to be of unsatisfactory quality.

 

Should this be the case, or if you are in any way unsatisfied with the condition or quality of your cakes upon arrival, you must contact us within 24 hours of receipt. Cuppa n Cake will not accept liability for any complaints made after this time.

 

We reserve the right to use photographs of orders we prepare on our website, blog and social channels. If you would like to specifically request that we do not use pictures of your order, or that we provide you with a picture of your order, we will usually be happy to do so but you must let us know at the time of ordering.

 

Your Deposit

We require a 50% non – refundable deposit on any cake that’s confirmed. If you need to cancel your cake or large macaron order for any reason, we require a full week’s notice via email at cuppancakebakery@gmail.com and in the subject state “cancel cake order”. The deposit may be redeemable at our discretion, against any future cake orders with us.

 

If you wish to amend your order once your order is confirmed, any changes will have to be made at least 5 days before your collection date. After this time, I’m afraid we can’t make any changes to the order.

 

Wedding Cakes

We do not offer refunds. Please contact us at least a 1 week in advance if there is a change to your order at cuppancakebakery@gmail.com quoting your “Name”, “date” and the “changes”. Any changes after this time, I’m afraid, cannot be made. Once the 50% deposit is made, the deposit is non-refundable. If you wish to cancel then we need at least 2 weeks notice before the event or If the event is cancelled, the deposit can be turned into a credit for another Cuppa n Cake order at a later date.

 

We are aware that life is unpredictable, and in the case of an extenuating circumstance, please email and we will do our best to accommodate. However, please bear in mind that we may have had to turn away other customers to fulfil your booking for a particular date so refunds/changes are not always possible.

 

We reserve the right to use photographs of orders we prepare on our website, blog and social channels. If you would like to specifically request that we do not use pictures of your order, or that we provide you with a picture of your order, we will usually be happy to do so but you must let us know at the time of ordering.

 

Local Delivery

 

HOW MUCH DOES DELIVERY COST?

Local delivery is currently via Just Eat. When you place an order through Just Eat, the charges will be highlighted on your order within the delivery range.

 

DO YOU DELIVER TO ME?

Postal delivery is available within Rotherham, Sheffield, currently through our local delivery service on orders placed with Just Eat.

 

CAN I CHANGE MY ORDER?

Unfortunately not. We have a small team and are unable to make changes to flavours, box size, delivery date or address.

 

WHEN WILL MY TREATS ARRIVE?

Orders normally arrive between 9am and 5pm Monday to Saturday and you will receive a notification of a specific delivery via the Just Eat app on the day of arrival. On rare occasions, deliveries get delayed when in transit and may arrive on another day. This is not something we can control and you will be advised of changes in delivery by the Just Eat App.

 

If you are ordering for a special occasion, you may like to consider ordering them to arrive a day earlier to avoid disappointment.

 

DO I NEED TO BE THERE TO ACCEPT DELIVERY?

Please follow the notifications of the Just Eat App to delivery to an alternative address. Please use the desired delivery address at the time of placing your order.

 

Cuppa n Cake cannot accept responsibility for missed deliveries due to insufficient or incorrect information supplied by you, or because there is no-one to accept delivery.

 

Guarantee / Disclaimer

• We do all that we can to make sure that your order is decorated to the specification on your written order form. Upon pick-up of your cake, adjustments can be made for an additional charge if it was not stated on your original order. If for some reason something is not decorated correctly as stated on your order, we will make necessary changes right away.

• Every order is hand-made. Decorative finishes are done by hand and are subject to the artistic interpretation of our expert cake decorators. You may provide us with a photograph for inspiration and duplication; however, we make no claims for exact duplication of the work done by other cake decorators.

 

All orders placed with Cuppa N Cake are subject to the “Terms and Conditions”  listed above.