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Terms & Conditions

By placing an order with The Cake Company, you agree to the following Terms & Conditions.

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Order Confirmation & Payment

Full payment is required to confirm all online and WhatsApp orders. Until payment has been received, your order is not guaranteed. Receipt of your confirmation over business WhatsApp confirms your order. As we may begin preparation immediately and may decline other enquiries for your selected date, all confirmed orders remain payable in the event of cancellation or postponement, subject to the cancellation policy below.

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Delivery

Deliveries are hand-delivered on the date specified in your order, either by The Cake Company or our trusted couriers. Please ensure someone is available at the delivery address to receive your order. If no one is present, we will make every reasonable effort to leave the cakes in a safe place, for example with a neighbour, receptionist, or caretaker. We cannot retain orders for re-delivery. Orders will be left at the address provided at the time of booking. If delivery is made to a workplace, venue, mailroom, or third-party location, The Cake Company cannot accept responsibility for any mishandling once the order has been delivered and signed for.

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Customer Collections & Third-Party Couriers

If you arrange your own courier collection, we recommend transporting cakes by car rather than public transport. Once an order leaves our premises, responsibility transfers to the customer. Any issues must be resolved directly with your chosen courier.

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Returns & Quality

All cakes and cupcakes are freshly baked to order and are non-returnable. Refunds, credit notes, or replacement orders of equal value are only provided if the wrong product has been supplied or the product is proven to be of unsatisfactory quality. Any issues must be reported within 6 hours of receipt with clear photographs. Complaints after this time cannot be accepted. We take great care to ensure every order leaves us in excellent condition and will work promptly to resolve any genuine concerns.

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Photography

We reserve the right to photograph and share images of cakes and cupcakes on our website and social media. If you prefer images of your order not to be used, please notify us when ordering.

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Cancellations – Online Shop Orders

For online shop orders, cancellations must be requested as soon as possible. Orders cancelled 7 days or more before delivery/collection are eligible for a refund. Orders cancelled 2–6 days before delivery/collection are eligible for a 50% refund. Orders cancelled within 48 hours of delivery/collection are not eligible for a refund, although refunds or credit notes may be issued at The Cake Company’s discretion.

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Cancellations – Customised Cakes & Cupcakes

For bespoke or customised orders, cancellations made 28 days or more before delivery/collection are eligible for a full refund. Orders cancelled 7–27 days before delivery/collection are eligible for a 50% refund. Orders cancelled within 7 days of delivery/collection are not eligible for a refund, although refunds or credit notes may be issued at The Cake Company’s discretion.