terms and conditions

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All products purchased from Ockbrook Cakes are subject to the following terms and conditions:

Please read carefully the following terms and conditions, they constitute a binding agreement between you and Ockbrook Cakes, you signify your acceptance to these terms when placing an order.

PRICES

All prices are non-negotiable and priced according to the price list published on the website or for the quoted price on bespoke orders. Following an enquiry, a quote is valid for 14 days. I cannot guarantee an order and time slot until a deposit has been paid. If more than 24 hours has elapsed since the quote, please check availability before you place the order so as not to be disappointed.

BEST BEFORE DATE / STORAGE CONDITIONS

Your cake or cupcakes are baked to ensure they are fresh for the date of collection/delivery and should be consumed within 2 days. I cannot guarantee the quality if consumed after more than 48 hours. My cakes are made entirely of natural ingredients, so they do not have the extended shelf life of most supermarket cakes, which contain additives and preservatives to ensure their prolonged life.

Your cakes need to be kept in a cool, dry room and should not be refrigerated unless advised otherwise. Ockbrook Cakes will not be held liable if items are not consumed during the recommended time frame or are stored in an incorrect manner. 

NON-EDIBLE ITEMS

Some cakes and cupcakes contain inedible items. It is the client’s responsibility to ensure these are removed before consumption e.g. support dowels in tiered cakes, ribbons and cake charms etc.

NOTICE FOR ORDERS

To avoid disappointment please give as much notice as possible for your order. However, I will accept short notice orders subject to availability. Each order is bespoke and made individually by hand, so although every effort is made to ensure consistency, small variations may occur from the colour and design requested.

DEPOSITS AND BALANCE OF PAYMENTS

A non-refundable 50% deposit (total value of the cake/s and delivery price if applicable) is required to secure your order and chosen date. Collection times will be agreed with Ockbrook Cakes and is dependent on time slot availability on the date. During peak times (Christmas, Mother’s Day etc) there will be set collection times. Payments can be made by BACS or cash.

Once an order has been placed the deposit needs to be paid within 24 hours if not, I reserve the right to cancel your order.

Ockbrook Cakes retain the right to cancel the booking in exceptional circumstances beyond their control, such as fire or ill health, during such times, a full refund of any monies paid will be made as soon as possible.

The deposit on placement of your cake order will be deducted from the total value of your order and payment will be due 72 hours prior to collection. If paying by bank transfer please allow 2 working days for payment to clear. Deposits are non-refundable and non-transferable. Any changes in design, date and collection time are at the discretion of Ockbrook Cakes and may not always be possible.

COLLECTION AND DELIVERY

Cakes can only be collected from my premises at the prearranged time and date. The collection address for all orders is Ockbrook, Derby, United Kingdom and the full address will be sent to you on placement of your booking.

Cakes will only be considered for delivery on wedding package orders or orders in excess of £250. Delivery charges are applicable if more than 20 miles from DE72 3. It is your duty to examine the cakes/cupcakes upon collection/delivery to ensure that the order is complete and that the goods have not been damaged in transit if we make the delivery. You are required to enter full and accurate details for delivery including the name, address and postcode. We will not be responsible for any orders which are not delivered due to incorrect or incomplete information being supplied by you.

INGREDIENTS AND SPECIAL DIETARY REQUIREMENTS

All my ingredients are of the highest quality and freshly prepared without the use of any preservatives. Product ingredients can include eggs, flour, cocoa, sugar, milk, margarine and butter. Note: if a colour other than natural buttercream is requested there will be food colour additives in the buttercream. If you require more information about colour additives when considering placing an order please contact me to discuss.

ALLERGIES

Please be aware that although ingredients such as nuts and other allergens may not be in the products, they are still used in my kitchen, so I cannot guarantee that any of my cakes are allergen free. If you chose to place an order this will be at your own risk. I do not produce gluten free or dairy free products.

Allergen labels will be placed on the packaging of every order and allergens highlighted from list of 14 recognised allergens: celery, cereals, crustaceans, eggs, fish, lupin, milk, molluscs mustard, peanuts, sesame, soybeans, sulphur dioxide and sulphites and tree nuts.

Professional Food Colours are used in the buttercream which vary from product to product depending on the colour choices made. The food colour manufacturers state that various allergens are used in the factories producing the products and therefore cannot guarantee they are allergen free.

Food Colourants contain various ingredients and additives which can include the following. If you need information about specific colours for your order, please contact Ockbrook Cakes -  Glucose/f/g/h, E162, E163, E170, E171, E172, E173, E174, E175, E180, E181, E202, E211, E330, E331, E406, E422. Warning: The following E numbers may have an adverse effect on activity and attention in children: E110, E104, E122, E129, E102, E124 Corn Syrup, Sugar, Modified Starch, E100, E101, E102, E106,E107, E120, E123, E127, E128, E131, E132, E133, E140, E141, E142, E150, E151, E153, E154, E155, E160a/b/c/d/e/f, E161a/b/c/d/e

CANCELLATIONS/REFUNDS

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Wedding package or special order cancellations:

As your wedding cake and/or special order booking is reserved solely for you and certain components for your cake/s may be ordered months in advance, the following conditions are implemented when an order is cancelled:

· 90 or more calendar days from delivery date – the booking fee will not be refunded - any other monies paid will be returned

· 31 to 60 calendar days from delivery date – 75% of the total cost will be payable

· 0 to 30 calendar days from delivery date - 100% of the total cost will be payable

· Wedding cake/special order cancellations must be made in writing

Cupcake and bouquet order cancellations

The following conditions are implemented when an order is cancelled:

· 10 or more calendar days from delivery date – all monies will be refunded

· 4 to 9 calendar days from delivery date- credit note will be issued to the value of the product

· 0 to 3 calendar days from delivery date - no refund will be issued.

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Please note that where any custom items are ordered such as cake toppers, the cost of these will be deducted from the value of any refund regardless of the date of notification of cancellation.  This is due to us having to order custom components often weeks in advance due to supplier lead times. 

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All cancellations must be made in writing via email and the date will be based on the date/time the email was sent.  Social media messages will not be accepted.

ISSUES WITH ORDERS

In the unlikely event that you are not entirely happy with your cake/s, please contact Ockbrook Cakes on the day of delivery or collection to discuss options for rectification. Rectification can only be made on return of the cake to Ockbrook Cakes in original packaging. Ockbrook Cakes will then review the returned cake and may make a discretionary gesture of goodwill based on the condition of the cake/s.

Complaints are very rare and due to the amount of work put into each individual order I take them very seriously. Any issues must be bought to my attention with 48 hours on collection or delivery to give fair opportunity to assess the nature of the complaint.

Both parties agree to not post any negative information about the other arising out of this Contract or Event on any online forum or website without providing advance written notice of the intended content thereof and providing the other party with a prior opportunity to resolve any issues between the parties amicably.

Complaints regarding the decoration of cake/s can be easily repaired so errors of this nature must be pointed out upon delivery/collection to give us the opportunity to correct them. Where the complaint is regarding the quality of the cake then the cake/s, or remainder of the cake/s/ must be returned to us as soon as possible after cutting and within 48 hours of collection/delivery to ensure that we are able to fairly assess the nature of the complaint. 

Please note we can only deal with the client who placed the original order.

These Terms will be ruled by and construed in accordance with UK laws.