Terms and Conditions

Please take a moment to read our Terms & Conditions carefully.

By choosing to pay, you confirm that you have read, understood, and agree to these terms.


1. Overview


These Terms form a contract between you (the customer) and Cakes from Heaven.

Your Order, Order Confirmation, and these Terms make up the full agreement between us.

Please check your Order Confirmation carefully — we will follow that document exactly when making your cake.


2. Orders & Deposits


  • Quotes for custom cakes are valid for 30 days from the date issued.
  • Cake sizes are measured in inches (diameter) and are usually 5–6 inches deep.
  • Deeper cakes must be requested when booking.
  • Your order is confirmed only after your payment or deposit is received.
  • Images on our website are for inspiration only — we will always do our best to match your chosen design.


3. About Your Cake


All cakes are freshly made to the agreed design stated in your Order Confirmation. Please double-check all details (spelling, colours, sizes, etc.) before confirming your order. We cannot be held responsible for disappointment if the cake matches your approved order. Cakes are photographed before delivery or collection. After that, we are not responsible for any damage.


Allergens:

Our kitchen handles nuts, eggs, milk, gluten, and other allergens. While every effort is made to avoid cross-contamination, we cannot guarantee any cake is 100% allergen-free.


Colours & Decorations:

We will do our best to match colours and styles, but exact matches cannot be guaranteed.


Fresh Flowers:

Fresh flowers are not included in wedding cake prices. These must be supplied by your florist. Some flowers are not food-safe — please check with your florist and have them contact us directly for setup details.


Other Details:

  • We may substitute unavailable materials with equal or better quality alternatives.
  • Sugar paste figures may contain supports and are not for eating.
  • Stacked cakes include internal dowels that should be removed before serving.
  • Cakes are fresh products and should be stored at room temperature, away from heat and sunlight. Do not refrigerate.
  • Ownership of all cakes remains with Cakes from Heaven until paid for in full.


4. Delivery & Collection


Collection is available by appointment only. We are not responsible for any damage once the cake leaves our premises.


Delivery is made on the agreed date to the address provided. We cannot guarantee exact delivery times but will always aim to be on schedule.


For wedding cakes, we coordinate directly with your venue for setup. Once delivered and confirmed in good condition, the cake becomes the venue’s responsibility.


Cake Stands:

A refundable deposit may be required for cake stands. Please return them within 3 days, clean and undamaged, to receive your refund.


5. Prices & Payments


  • Prices are shown on your Order Confirmation.
  • No VAT is charged.
  • All deposits are non-refundable.
  • The final balance for wedding cakes is due 1 week before the wedding via bank transfer or cash.


If payment is not received on time, your order may be delayed. We cannot accept responsibility if this affects the final design or materials used.


6. Cancellations, Postponements & Changes


  • If you cancel, your deposit and any payments made are non-refundable.
  • Postponements can be transferred once only, subject to availability.
  • Changes are allowed up to 8 weeks before a wedding or 14 days before a celebration cake.
  • After these times, changes may not reduce the final price.


If we ever need to cancel, all money paid will be refunded in full.

We are not liable for delays or cancellations caused by events outside our control (for example illness, weather, strikes, or supply issues).


7. Complaints


We take pride in our work and handle all complaints seriously.


If there is an issue:

  • Contact us within 48 hours of collection or delivery.
  • Decoration issues should be raised immediately on delivery or collection so we can correct them.
  • Once payment is made, this confirms you are happy with the cake’s design.
  • For quality concerns, please return the remaining cake or tier within 48 hours so we can assess it.


We can only discuss complaints with the person who placed the order.

Please allow us the opportunity to resolve any issue privately before posting anything online.


8. Additional Information


  • All designs, images, and content remain the property of Cakes from Heaven.
  • We may use images of your cake for our website, social media, or promotional materials.
  • Please keep copies of all order emails and confirmations for your records.
  • If any part of these Terms is found invalid, the remaining sections will still apply.