Terms & Conditions

ALLERGEN INFORMATION

Please note that we are unable to cater to allergies or intolerances. While we can remove specific ingredients (e.g., nuts) from your order upon request, however we cannot guarantee that any of our products are completely free from these allergens. All items are prepared in a kitchen that handles a wide range of allergens including wheat, eggs, milk, soya, sulphates & nuts.

If you are gifting one of our products, it is your responsibility to inform the recipient of this allergen information. Every order includes a cake care card with full allergen and storage details

VARIATIONS

Please note that all our cakes are handmade, and while our bakers take great care to craft each one to perfection, natural variations are part of what makes every cake unique, beautiful, and full of character.

Colors, textures, and finishes may vary slightly due to the nature of baking, decorating techniques. Even when ordering cakes of the same design or flavor, small differences will occur.

Every cake you order from us is one of a kind. While we aim to stay true to the design and flavor you've chosen, no two cakes will ever be exactly alike—and that's what makes them so special

PRICES

Our prices are non-negotiable. All quotes are based on the information provided at the time and reflect our current pricing. Quotes are valid for 3 days—after this period, we reserve the right to revise the price or decline the order if it has not been confirmed.

If you have a specific budget in mind, please let us know—we’re happy to suggest options that fit within your budget while maintaining our quality standards.

PAYMENTS

To secure your Bespoke order, we require a 50% deposit, payable via bank transfer. Bank details will be provided once your order has been accepted.

The remaining 50% must be paid either in advance via bank transfer or by card upon collection. Please note that we do not accept cash payments.

All shop orders are payable immediately online.

CANCELLATIONS

Should you need to cancel your order for any reason, we require a minimum of 7 days’ notice. If this notice is provided, we will do our best to transfer your deposit to a future date. Please note, if any ingredients or supplies have already been purchased specifically for your order, the cost of these items will be deducted from your deposit.

Cancellations made with less than 7 days’ notice will result in the full deposit being retained, as we are unlikely to be able to fill your reserved slot at short notice.

In the unlikely event that we need to cancel your order—due to illness, adverse weather, or unforeseen circumstances—we will notify you as soon as possible. You will be offered a full refund or the option to reschedule for an alternative date, whichever you prefer.

ALTERATIONS

If you wish to make any changes to your order after it has been confirmed, your quote may need to be revised to reflect additional costs. This includes any ingredients or supplies already purchased for the original design, as well as costs related to the requested changes. All amendments are subject to availability.

From time to time, we may need to make minor adjustments to your design or order due to factors beyond our control, such as extreme weather conditions or supply shortages. In such cases, we will notify you as soon as possible and ensure that any changes maintain the quality and overall aesthetic of your original request.

COLLECTION

As the collection address is a private residence, we kindly ask that you arrive only at the agreed collection time.

If you are running late, please contact us as soon as possible to see if a later collection can be arranged. Please note that this may not always be possible, and no refunds will be issued in the event of a missed collection, as your order will have been fulfilled as agreed.

DAMAGES

Cake decorations are often very delicate and must be handled with care. Always support the cake from the bottom of the box, keeping it level to avoid putting pressure on the sides or damaging the decoration.

By accepting your cake at collection, you are confirming that you are happy with your order. We cannot be held liable for any damage that occurs after the cake has left the premises.

TRANSPORTING AND STORING

We recommend transporting it in the passenger footwell with the air conditioning on. Please avoid harsh braking or sudden acceleration, as this can cause the cake to shift or become damaged.

All of our bakes are iced with buttercream or ganache, so they should be kept refrigerated until ready to serve.

We advise cutting the cake while cold for a cleaner slice, but allowing it to sit at room temperature for around 30 minutes before serving for the best taste and texture.

Once cut, wrap any leftover cake in cling film and store it in an airtight container to maintain freshness, consume within 5 days.

RETURNS & REFUNDS

All of our cakes are made to order, and as they are perishable items, we do not accept returns. Refunds, credit notes, or replacements of equal value will only be issued if the wrong product is received or if the item is proven to be of unsatisfactory quality.

If you believe there is an issue with your order, you must contact us within 24 hours of receiving it.

Please note that Cakehouse cannot accept responsibility for any complaints submitted after this period.