Terms and Conditions of Business

Homemade with love cakes Terms and Conditions of Business – For Online orders

 

Customer Service

Keeping our customers happy is our number one priority.  If at any time you are not completely satisfied with either our service or our products, please do call Helen on 07813 767756 to let us know – we will do our best to fix the problem and make sure it doesn’t happen again!  If you have a complaint about one of our products, we will need the order date and address to be able to investigate, and will normally request a sample of the product to test.  Once a cake has all been eaten or disposed of, we can’t tell what, if anything, might have been wrong with it!  Please bear in mind that small variations will naturally occur in any hand made product, and are to be expected.

 

We don’t like small print, but legally we have a duty to point out our terms and conditions, so please look through the details below and feel free to call us if you have any questions.

Prices and Availability

Our products and prices are subject to change at any time – we use many natural ingredients and it is inevitable that the cost of these will fluctuate from time to time according to the season and the quality of the harvest.  We do try to give some advance notice when our prices need to change, but this is not always possible.  All sizes and depths quoted are approximate – we make our products by hand and there is always some natural variation.  We work hard to keep our website and printed price lists as accurate as possible, and to make sure that prices are quoted correctly.  However, we cannot accept orders if we find there is an error either in the description of the goods or in the price advertised.  If we discover that there is an error after you have placed an order, we will contact you as soon as possible and give you the choice to either cancel your order or to complete it at the correct price.  If we are out of stock of a particular item, we will contact you to advise and offer an appropriate substitute, if available.  We do not back order goods.  Any email or other electronic acknowledgement by us of receipt of an order placed by you does not constitute legal acceptance of your order.

Payment

All goods ordered online require payment in full at the time of ordering, all custom celebration orders require a deposit to secure the booking this is £10 or 10% which ever is greater, balance is then due 2 weeks before the booked date, if your celebration date is less than 2 weeks from your ordering date full payment is required at the time of booking.

Wedding cakes require a £50 deposit with the balance payable 4 weeks before delivery.

You can book a wedding cake consultation for £20, if you then decide accept the quote given this cost will be deducted from your final order amount.

 

Collection

Local collection is available daily from our premises on all orders, please contact us to organise a mutually convenient time

Delivery

With postal orders We will dispatch your order as soon as possible after receipt, unless you are ordering in advance and request a delayed delivery date.

Under normal circumstances, when ordering postal cupcakes or cake jars this should mean your goods will arrive around 2 business days after ordering (not counting the day on which the order was placed, or Sundays), but this is not guaranteed. If you require your cake faster than this please ring 07813 767756 to discuss.

Local delivery of Tea party cakes, cupcakes,& cake jars will be delivered on your requested date unless ordered with less than 2 working days notice, with less than 2 days notice all orders will be delivered on the next available date.

Bespoke Celebration cakes require 1 week from ordering to delivery and are available only by contacting 07813767756 and not by ordering online

If you need to change or add to your order, please call us as soon as possible and we will do our best to accommodate you – however, once your order has been processed it may not be possible to make changes

For postal cupcake/ cake jar orders to mainland UK destinations are sent by royal mail service or parcelforce It is best if goods are delivered to an address where someone will be in, as the driver will require a signature.

Some drivers may be willing to leave goods unsigned for if we are given clear instructions beforehand on a safe place to leave the parcel, but this is entirely down to the individual driver’s discretion.  Unfortunately, we can’t be responsible for any theft, loss or damage which occurs after goods have been left according to your instructions – this includes boxes which get wet if you ask for them to be left outside!

Undelivered items are returned to the depot, We cannot take responsibility for non-delivery if the delivery address supplied is incomplete or inaccurate, or if delivery fails because no signatory is available.  Please don’t forget to tell us if you have moved!

Deliveries to the Highlands, Islands and Northern Ireland are sent by whichever method is currently the most economical, and delivery costs and times can vary enormously.  We therefore treat each order individually and will contact you to discuss carriage costs etc.  Postcodes classed as ‘Highlands’ for delivery purposes are IV (all postcodes), KW 1-14, PA34-39, PH 19-26, 30-40, 49 and 50, PH41 sector 4 plus also Northern Ireland and all other offshore islands, including the Isle of Wight – these limits are decided by our carrier, not by us!

We are able to deliver to other European countries, but shipping costs vary according to weight of goods and your delivery address.  Please contact us with details of your requirements for a quote.

 

PLEASE READ THIS SECTION – IT REALLY IS VERY IMPORTANT!

 

Our carrier is normally very reliable, and most customers would agree that we usually offer a fast and efficient service.  However PLEASE NOTE we cannot be held responsible for the occasional delays in despatch or delivery which are beyond our control.  Although deliveries almost always take place the day after we despatch the goods, this is NOT GUARANTEED and delivery speeds can be affected by various factors including adverse weather and traffic conditions, seasonal busy periods, driver shortages etc – this is particularly true in the London area.

PLEASE allow sufficient time when ordering for us to deliver your goods without having to rely on a next day delivery.   – it truly does keep us awake at night when customers leave placing an order till the day before they REALLY REALLY NEED the cake!  At busy times, and particularly if you do not order till the afternoon, we cannot always send an order out on the same day it is placed, or sometimes even the following day, depending on the size of the order and our stock levels – we bake the cakes freshly every day, and have to take orders on a first come, first served basis.

 

We will assume that your order has reached you in good condition unless you tell us otherwise.  If your order does not arrive when expected, or there are any shortages, discrepancies or damages please let us know as soon as possible – though we rarely make mistakes, it does sometimes happen, and we would always advise you to check your order as soon as it is received so we can rectify any errors quickly!

Damaged goods – please DO NOT SIGN for deliveries when the outer boxes have obviously been damaged in transit unless you first unpack and check the individual goods.  IF YOU SIGN, you are agreeing that the goods have arrived in good condition, which means that if you later find that things have been damaged in transit we cannot claim the cost back from the carrier.  If we can claim back the cost, this covers the expense of sending out replacements free of charge.  If you have signed and we cannot claim the cost back, it makes things very expensive for us.  Please let all your staff, and anyone else who may sign for a delivery at your address, know this too, as we sometimes have problems when obviously badly damaged goods are signed for by junior employees, spouses or children of our customers!
If in doubt, do not sign for the goods and allow the carrier to return the parcel(s) to us.  Alternatively, if you cannot check the goods on delivery, or if the driver cannot wait, sign ‘received damaged’ – if you then discover that goods inside have been damaged, this allows us to claim the cost of replacements back from our carrier.

 

Liability

If there is a fault with the goods on your order, we may ask you to return some or all of the goods to us (at our expense) for examination, so we can work out what has gone wrong and ensure the problem does not re-occur.  If items are faulty, we will either send replacements or refund the value of the goods. PLEASE NOTE:  In common with most ingredient and food suppliers, our liability in all cases is limited to the value of the goods purchased and the delivery charge: we hereby exclude liability for any consequential loss, whether arising from the use of goods purchased, the late or non-delivery of our carrier, or any other cause.

 

Privacy and Security

We will never knowingly sell or otherwise reveal information about you to any other company, except where this is necessary for the processing of your order (eg giving address information to our carrier).  We take great care to protect any personal details (including credit card details) which we hold, but cannot be liable if, through no fault of our own, these details are intercepted and used by third parties.
Using our online ordering facility or registering on our website implies consent to receive emails and other communications relating to your account.  If you wish to opt out of our mailing list, or want to permanently remove your personal information from our database, please email us with a detailed request.

 

Company Details

Homemade with love cakes
267 Old Rd West
Gravesend

Kent DA12 0LU

Please Note: English law applies to this contract

These terms of business last updated on 25 January 2015.  If you have any queries, please do not hesitate to contact us.

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