When ordering by NOT visiting any of our stores, Under the UK’s ‘Distance Selling Regulations’ you have the right to cancel an order for any purchase of an item within 7 working days of ordering. However you cannot cancel any custom/bespoke food or items made specifically to your own requirements after you have made a payment for your order as your will start going through our various departments for checks and for work to be carried out. We will make every attempt to obtain a signature electronically, however it is to be understood that once you have made a payment, you have already agreed in principle and so our cancellation clause will be in full effect regardless if a signature is obtained or not. If you wish to cancel an order please see cancellations below.
* Full payment on all orders is required, since all of our cakes are bespoke. Please be sure of what you are ordering as you will not be able to cancel any bespoke items made specifically to your own requirements after you have made a payment, as your order would have long gone through our various departments for checks and work may have started.
It is your responsibility to check what you asked for is detailed in the quote and or invoice eg. date and time of delivery/collection and any spelling of names therein. Quotes are non-negotiable and priced according to your exact design and requirements. We do not ‘price match’, as our prices are based on certain factors eg. date, delivery area, high standard of work and quality of ingredients used.
If you would like to place an order and your unsure of what you would like, making an enquiry would be the first step. The easiest way would be using our enquiry page, fill in all your requirements and leave as much information as possible. We have a section for you to upload images, this is so you can send us a sketch or several images of a cake or cakes you would like us to recreate.
Key Information required: Date, flavour, design and portions. You may also want to consider the type or flavour of filling and icing, colour schemes, and if you require delivery. On most of our cakes we would recommend delivery. When we receive your enquiry we will let you know if its recommended.
Our Design Service: All our cakes are bespoke and made to order. We can either create a new fresh design, based on your requirements or you can choose from our portfolio in store or online. If you see something you like elsewhere we can recreate it. You may change certain elements like, colours and flowers to compliment the theme of your celebration.
Consultations and cake tasting: Consultations are normally required for more large scale events such as weddings and corporate events or where a customer is having more than one cake. They can be booked with or without cake tasting and are by appointments only at our store in Herne Hill. If tasters are required its normally at a charge of £25 for 10 of the most popular flavours we do. They are normally served with hot or cold refreshments. If you make a booking we will apply the £25 towards your order.
Timing: We would love to hear from you in the early stages of your planning. Never let the cake be the last thing you think about as most bespoke cakes need time to plan and create and dry. Each cake creation differs in complexity of design, hours of artwork and craftsmanship. Typically a novelty celebration cake should be booked at least 2 weeks in advance especially in the summer months. Wedding cakes at least 3 months before the event. However depending on our schedule, we may be able to accept orders at shorter notice.
Price range: The price of our cakes are worked out and based on certain factors eg. size, shape, flavour, servings, complexity of design and sometimes the season. If we are inundated we may need to get agency workers in at a high rate to complete work undertaken and this will reflect on prices.
*Our wedding cakes begin at £250 while or novelty celebration cakes start at £70 and are priced individually based on artwork, flavour and design. We can make cakes for to suit your budget but it all depends on our schedule, the artwork involved, flavour and design.
On a budget?
We also design cakes with your budget in mind, we can improvise or subtract from a design you want us to create.
Thinking about Coverage?
By using fondant to cover your cake we can create any design; this includes making models and things like make-up accessories, . With our famous Butter icing we are limited but can still achieve high end results even for wedding cakes. Due to the nature and construction of our Novelty Cakes, not all fillings and types of frostings are recommended.
Inspiration: We achieve the best impact in design when we receive suggestions and directions from you. Visual examples greatly help us create the most personal design, photos, web links, invitation designs, colour samples and cut outs from magazines are great sources of inspiration
Alterations: From time to time we may use different suppliers for our products eg. colours. It’s likely that we may not be able to make an exact colour match or offer the same handwriting or figures seen on a cake you have chosen as no two Cake Decorators makes figures or writes the same, we can ONLY make them similar to what you are ordering. We may have to use alternative brands, options and staff to get your order complete. We may NOT contact you as you have already read, signed or agreed in principle to our agreement by making a payment to us.
Cancellation: Should you wish to cancel your order we need to receive notice by telephone, or email at least 7 business days before collection date as items may have been ordered or work may have started eg. Making items from sugar that will need to dry. Your refund will be refunded by the same method of payment.
*If your order is on a same or next day service or outside of our usual required time, you would have already given up your right for any cancellation or amendments.
Complaints: Should you wish to make a complaint please do so in writing to: email@example.com.