Studio Policies
Section 1: Orders & Enquiries
Section 1All orders must be submitted through either our official order forms, email, or WhatsApp. We offer separate forms for cake, cupcakes, wedding cake, and custom enquiry. Please ensure you complete the correct one.: Orders & Enquiries
Once your enquiry has been received, we will respond within 24–48 hours with an order information message. This includes order breakdown, pricing, deposit details, and any follow-up details. Your order is not confirmed until your deposit has been received and acknowledged.
Section 2: Deposits & Payment Methods
A 30% non-refundable deposit is required to secure your booking. This deposit reserves your date and covers initial preparation costs.
The remaining balance must be paid in full at least 24 hours before collection, via bank transfer, or in cash upon collection if previously agreed. For last-minute orders (within 5 days or less), full payment is required at the point of ordering to cover all materials.
Deposits are non-refundable under all circumstances, except in the rare instance that The Cake Empress must cancel your order due to unforeseen events (e.g. illness, emergency, or unavoidable closure). In such cases, your deposit will be refunded in full.
Section 3: Confirmation of Payment
Once you have made your deposit or full payment, please inform us of your payment reference so we can verify your transaction. You will then receive an official confirmation message or email confirming that your booking has been secured in our calendar. No work will commence on your order until payment has been received and confirmed.
Section 4: Cancellations, Amendments & Refunds
If you wish to cancel your order, please contact us as soon as possible. Without at least 5 days notice for cancellation, you are liable to pay the full balance for your order to ensure no loss is incurred by The Cake Empress. No refunds can be issued beyond this.
All 30% deposits are non-refundable, as they secure your date and cover time and materials already allocated to your order. Amendments to your design or date can be accommodated at our discretion.
Section 5: Collection
All collections are from Colchester, CO3. Full pickup instructions will be provided 48 hours before your collection date.
Please arrive promptly. A 15-minute grace period is permitted. Failure to communicate lateness will result in a £5 late fee for every 15 minutes. If you fail to collect your cake, The Cake Empress reserves the right to retain your order and resell it to prevent wasted materials.
Section 6: Handling & Transportation
Once your order has been collected, responsibility passes to the client. We highly recommend transporting your cake on the passenger seat footwell or the boot of your vehicle. Ensure the vehicle is cool to prevent melting. Keep cakes refrigerated and handle the cake box with care to preserve structural integrity.
Section 7: Design & Artistic Interpretation
All cakes are handcrafted and may vary slightly from inspiration images. We do not verbatim copy other artists. Colours and decorative elements may differ due to lighting and screen settings. The Cake Empress reserves the right to make minor design adjustments to ensure the best structural and aesthetic result.
Section 8: Allergies & Dietary Requirements
Our bakery handles eggs, dairy, gluten, nuts, and soya. We cannot guarantee allergen-free products due to risk of cross-contamination. It is the client's responsibility to communicate dietary restrictions. The Cake Empress will not accept liability for undisclosed allergies.