At Cocoa & Whey Cakes we want to ensure that everything runs smoothly with your order and we pride ourselves on giving excellent service. Below you will find information to guide you on the terms and conditions under which we provide our service to you.
Consultations
Consultations are available by appointment only, by emailing us or by contacting us using the contact form on our website. We will them contact you to arrange a convenient appointment for your tasting. There is a small fee for this appointment. Couples usually attend together and you may also bring up to 2 additional guests with you to the appointment if you would like but by prior arrangement only. Appointments usually last about an hour and you will have the opportunity to sample some cakes and discuss your cake design and any other requirements for your event such as guest favours, edible place names and other products that we offer. If you are unable to attend a tasting we can arrange to send out a tasting sample box for a fee and please call us for details.
Payment
When you book your order with us we require a £100 non-refundable deposit which will be deducted from the final balance due for your cake order. This deposit payment will ensure that your wedding or event date is reserved with us. You will be invoiced for the remaining balance of your order 6 weeks before the delivery/collection date. Payment in settlement of your invoice will need to be received and any cheque cleared 4 weeks prior to the date of delivery or collection. Orders placed less than 4 weeks in advance of the delivery date must be paid in full.
If your order is cancelled less than 4 weeks before your event we will refund 25 per cent of the full amount paid. If the final balance for your order has not been received by 4 weeks before your event date and following the receipt of our invoice then your order may be deemed cancelled and any deposit paid (other than hire deposits) will be non-refundable.
We can take payment by cheque or bank transfer. The relevant details will be shown on your invoice or you can request these from us. Any payments made to us including deposits are not transferable in the event that you cancel your booking with us.
In the highly unlikely event that Cocoa & Whey Cakes have to cancel your booking then the full cost of your cake will be refunded.
Delivery
We can deliver your cake to your venue on request. We provide free delivery to venues within 30 miles of our premises. Please contact us for delivery charges further afield. We can liaise closely with your venue or event coordinator to deliver your cake at the most suitable time. Please note that arrangements for delivery may be subject to change, however prior notice will be given wherever possible. In the event of severe weather or unforeseen circumstances we may be unable to access your venue but we will do our very best to ensure that your delivery runs smoothly. Cakes can also be collected from our premises at a prearranged time and date.
Set Up
We want to ensure that your cake looks perfect for your wedding day and it is important that your cake is set up carefully and safely and is shown to its best advantage. Many cakes will need to be assembled at the venue and some cakes take more time than others to set up. For this reason our set up fee will vary depending on your particular cake and so please contact us for information on your set up price.
Alterations
We can accept changes to your order up to 4 weeks before the collection/delivery date at our discretion but please note that any changes in design or quantity ordered may incur an additional charge.
Collection of Orders
You can arrange to collect your cake from our premises if you so choose but please remember that cakes can be extremely heavy, particularly those that are tiered. We cannot accept any responsibility for your cake or ordered items once they have left our premises.
Publications
From time to time our designs may be published in magazines and other publications. We reserve the right to use any image of a cake made by Cocoa & Whey Cakes for publication at a later date.
Return of Hired Equipment
All hired equipment must be returned within three days of the wedding date (unless alternative arrangements have been agreed prior to wedding) or extra charges may be levied to cover further hire costs.
Any costs to repair or replace damage to hired equipment or missing items will deducted from deposits paid or invoiced if the value is greater than the deposit.
Allergies
All cakes are made at our premises in a kitchen where nuts and gluten products are used. Whilst every effort is made to keep ingredients separate, cakes may contain traces of nuts, nut oils and gluten.
Inedible Items
We are happy to liaise with your florist and decorate your cake with fresh flowers but please note that many flowers are unsuitable for use on cakes as they may be toxic. At times clients also ask us to use items that are non edible on cakes, for instance cake jewellery and wired sugar flowers. Any non edible items should be removed before the cake is served.