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Policy

Section 1- Orders & Enquiries

  1.  All 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.

  2. Once your enquiry has been received, we will respond within 24–48 hours with your an order information message. This includes order breakdown, pricing, deposit details, and any follow-up details.​

  3. Your order is not confirmed until your deposit has been received and acknowledged.

Section 2- Deposits & Payment Methods

  1. A 30% non-refundable deposit is required to secure your booking. This deposit reserves your date and covers initial preparation costs.

  2. 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.

  3. For last-minute orders (within 5 days or less), full payment is required at the point of ordering to cover all materials.

  4. 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 to your original payment method via bank transfer.

Section 3- Confirmation of Payment

  1. Once you have made your deposit or full payment, please inform us of your payment reference so we can verify your transaction.

  2. You will then receive an official confirmation message or email confirming that your booking has been secured in our calendar.

  3. No work will commence on your order until payment has been received and confirmed.

Section 4- Cancellations, Amendments & Refunds

  1. If you wish to cancel your order, please contact us as soon as possible.

  2. All 30% deposits are non-refundable, as they secure your date and cover time and materials already allocated to your order.

  3. Amendments to your design or date can be accommodated at our discretion, depending on availability and stage of production.

  4. In the unlikely event that The Cake Empress must cancel your order, a full refund of all monies paid will be issued in all circumstances.

Section 5- Collection

  1. All collections are from Colchester, CO3. The full address and pickup instructions will be provided 48 hours before your collection date.

  2. Please arrive promptly for your allocated collection time.

  3. A 15-minute grace period is permitted if you notify us in advance.

  4. Failure to communicate lateness will result in a £5 late fee for every 15 minutes after your scheduled time (e.g. 30 minutes late = £10 fee).

  5. If you are excessively late and someone is no longer available on site to pass your order, The Cake Empress reserves the right to reschedule your collection for a later time or date at the nearest convenience.

Section 6- Handling & Transportation

  1. Once your order has been collected, responsibility for the cake passes to the client.

  2. The Cake Empress will not be held liable for any damage occurring during transport after collection.

  3. We highly recommend transporting your cake on the passenger seat footwell or the boot of your vehicle. Please ensure the vehicle is cool or air conditioned to ensure the cake does not melt.

  4. Keep cakes refrigerated and handle the cake box with care to preserve the design and structural integrity.

Section 7- Design & Artistic Interpretation

  1. All cakes are handcrafted by The Cake Empress and may vary from reference/inspiration images. While every effort is made to achieve your chosen design, slight variations may occur due to artistic interpretation and material differences. We will never verbatim copy a creation from another cake artist.

  2. Colours, finishes, and decorative elements may differ slightly due to lighting, screen settings, and available materials.

  3. The Cake Empress reserves the right to make minor design adjustments if necessary to ensure the best possible structural, aesthetic, and tasting result.

Section 8- Allergies & Dietary Requirements

  1. The Cake Empress takes every precaution in order to minimise risk of cross contamination. However, all products are made in a kitchen that handles eggs, dairy, gluten, nuts, and soya. Therefore, it cannot be guaranteed allergen-free due to cross contamination risk. 

  2. It is the client’s responsibility to communicate any allergies or dietary restrictions before confirming the order.

  3. The Cake Empress will not accept liability for allergic reactions caused by undisclosed allergies. 

  4. The Cake Empress holds full liability insurance, food hygiene/safety certification, and 5 star kitchen hygiene rating. All evidence can be produced upon request.

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