terms & Conditions ( updated 22 sep 2024)

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

Allergies

It is your responsibility to inform us when booking of any allergies or dietary requirements. Our products may contain or come into contact with, milk, wheat, nuts, soy, and other allergens (Unless specified on booking). It is your responsibility to ensure that any guest allergies are notified to us at the time of booking or an agreed time thereafter.

Timescales 

We require a minimum of three months notice for wedding cakes and 1 months’ notice for all occasional cakes.

Once your order has been taken changes can not be made within 2 weeks of the event date, be that delivery or collection.

Customer Satisfactions Guarantee

Should you be unhappy with the cake we will do everything we can to rectify the matter before the event. If you are still unsatisfied, then we 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 48 hours of the cake being delivered. Situations where the cake is eaten, and therefore not returned, vouchers may be offered if we deem we are at fault in design.

If you have a complaint about the taste of the cake then a sample is to be provided within 24 hours. If you are not satisfied with the outcome, Trading standards will be asked to review the case, and we will abide by their decision.

Quotes

Occasional cake quotes remain Valid for 7 days from the date sent, all quotes expire after seven days, where no deposit has been made, and the order is automatically cancelled and is removed from the diary.

Check your order

While we take every measure possible to check orders, mistakes can sometimes happen, therefore, It is also the responsibility of the customer to make sure the details on the invoice are accurate. While we will do everything we can to rectify the situation when an error occurs i.e. wrong date, sponge favour, etc. the responsibility equally lies with the customer to check the details. a refund will not be issued if the cake meets the Invoice criteria.

Placing Orders & Payments

To place an order the ‘booking fee’ is required: (£100 for Wedding cakes and £30 for all other cakes). The ‘booking fee’ is non-transferable and non-refundable. The booking fee is in relation to time taken to accommodate the order and admin fees for booking management. This fee is deducted from the overall total at the final payment.

The order is confirmed on receipt of the ‘booking fee’ and no guarantees can be given on availability until the ‘booking fee’ has been paid.

Balances for ALL cakes are due 1 month before the Date needed

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

Delivery

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

The cake will be photographed and signed for at the venue. At that stage it then becomes the responsibility of the venue and or client to ensure that no damage occurs.

Note: We are not responsible for any damage to the cake after setup is complete.

You are responsible for providing an appropriate and secure table and stand, and environment for the cake(s). Cakes are heavy and require a sturdy table and stand, and optimal room temperature of 23 degrees Celsius or below. Decorated cakes should never be stored in a fridge, and we take no responsibility for cakes damaged due to cold storage or inadequate support from tables or stands from the venue or third parties. 

Delivery times are estimated and dependant of traffic.

Collections

We do not allow collections. all cakes must be delivered.

Best Before Dates

When preparing some cakes, especially larger ones, the cakes need to be in prep for two sometimes three days before the event. While we do everything to ensure that the cake is as fresh as possible for the event the best before dates are usually within 3 days of the date delivered.

Cakes must be stored in a cool, dry environment.

We do not accept liability for consumption after 3 days.

Design

Designs are locked down one month before the event for al cakes. Changes to design after this, are accepted at our discretion. However, if work has started on design features, this may not be possible, all changes will incur additional costs. 

While many people use photos to choose their cake design, it should be noted that we do not copy cakes. We will however, listen to what features you would like to incorporate and produce a cake that is unique to you.  All final design features will be determined at our discretion and expertise. Photos will be provided, upon prior request, after delivery and setup. 

Non-Edible Decorations 

FRESH FLOWERS, If flowers are provided by an outside source, we will place them for an additional fee. You acknowledge that fresh flowers are not a food product, may be poisonous and/or may contain pesticides, insects, dirt, or other contaminants. We cannot take responsibility for such issues when supplies outside our kitchen are added to the cake.

HANDMADE FLOWERS, FIGURES AND TOPPERS ARE ‘NOT’ EDIBLE,  they are made from sugar or food safe air dry clay. While toppers are food safe, they contain internal supports, wires or dowels and are NOT EDIBLE .

Decorations should NEVER be given to children and should be removed for storage before consumption of the cake.

ACRYLIC, PAPER AND CARD TOPPERS & NAMES

these are NOT edible and should be removed from the cake before consumption

Beyond Our Control

Performance of this agreement is contingent upon our ability to complete the Agreement and is subject to labour disputes or strikes, accidents, Acts of God, and other causes beyond our control.

Copyright

The design copyright is the property of Durham City Cakes.  The customer does not have any claim on the design.  The company reserves the right to use images of any design for promotional purposes following the event.