terms & conditions
1.1 To secure an order with Cakes from Rachel.xx a deposit must be paid, the amount required will be confirmed upon your enquiry but most orders require a 50% deposit. The deposit is non-refundable except in the unlikely event that Cakes from Rachel.xx cancels; in this instance, your deposit will be refunded to you in full.
1.2 Payments can be made by cash, credit/debit card, online via invoice, bank transfer or PayPal.
1.3 After a deposit has been paid you will be sent an order confirmation to clarify the details of the order. Please check the order confirmation and if any amendments are required please submit a request at your earliest convenience but no later than 7 days prior to the arranged collection/delivery date. Please allow up to 10 working days for your confirmation to be sent.
1.4 The remaining balance of your order should be paid on receipt of the cake. For wedding cake orders; the balance will need to be paid before the day of delivery, this date will be arranged with you during the order process and clarified on your order confirmation.
2. Design Specifications
2.1 Design specifics (themes, colours, characters, personal message etc.) will be discussed with you when placing your order and detailed on your confirmation. Cakes from Rachel.xx does not offer a sketch service, however you are welcome to choose a cake from the portfolio or send pictures of cakes you have seen online. Please note; Cakes from Rachel.xx does not make exact replicas of cakes from other cake makers’ photos, they are used for general design reference only.
3. Collection and Deliveries
3.1 Orders must be collected from the address provided at the agreed time. If you are late or early it cannot be guaranteed that someone will be available to accommodate you. If this is the case, you will need to contact Cakes from Rachel.xx to arrange a new collection time.
3.2 Cakes from Rachel.xx offers a delivery service but this is subject to availability and fees may apply. Deliveries within 3 miles of CM7 2YN, are free of charge, for all deliveries outside of the 3 mile radius a mileage fee of £0.50 per mile will be applied for the entire journey. Deliveries beyond an 8-mile radius from CM7 2YN will be subject to a minimum order value of £55. A set-up fee of £15 is applicable for wedding orders. Times and costs will be arranged with you when processing your order and detailed on your order confirmation.
3.3 If you have opted for a delivery, your order will be delivered at the agreed time. If there is no-one available to accept the delivery, the cake(s) will be taken back to Cakes from Rachel.xx and collection will need to be arranged. Unless, it has been previously agreed that the order can be left with a neighbour or in a safe place (please note point 4.2 re: suitable storage).
3.4 Wedding cakes will be delivered and set up by Cakes from Rachel.xx unless otherwise arranged. Guidance on how to transport and set up a wedding cake can be provided to you if required.
4. Storage and Post Collection/Delivery Care
4.1 Cakes being collected and transported by the customer should be handled with great care. Tiered and tall cakes will include internal support but this does not mean they are indestructible. Cakes should ideally be transported on a flat, non-slip surface and movement minimised as much as practical.
4.2 Cakes from Rachel.xx, cannot accept responsibility for any damage made to a cake after the cake has been accepted and taken away by the customer. However, Cakes from Rachel.xx will happily offer guidance on how to fix any damage but any repair work requested may be chargeable.
4.3 Cakes should be stored at room temperature, ideally in a dark cupboard, in the box provided. It is strongly advised that cakes are not stored in a refrigerator as domestic fridges are generally set too cold to accommodate a decorated cake. The low temperature will make your cake/filling dense and potentially spoil any sugar decorations. Once the cake has been cut it can be stored in a sealed tin/container if you wish but please note this will likely make the sugarpaste icing (aka fondant/ready roll) sticky. You will be notified on collection/delivery if there are any exceptions to this guidance for your particular cake.
5. Food Allergies and Intolerances
5.1 Please be aware that Cakes from Rachel.xx does not cater for severe allergies. If you would like to substitute a cake ingredient due to a dietary preference Cakes from Rachel.xx will be happy to do so (subject to availability) but cannot guarantee the cake will be 100% free from said ingredient.
5.2 Under the EU Food Information for Consumer Regulations (EU FIC) Food Information Regulations 2014 FIR, all food businesses are obliged to inform their customers of allergen information in respect of the food products they sell. Cakes from Rachel.xx will include an allergen declaration with your cake.
6. Sharing of Information and Photos
6.1 Please be aware Cakes from Rachel.xx takes photos of all cakes produced and shares these photos on social media and cakesfromrachelxx.com. If you would not like a photo of your cake posted online please advise when your order is placed.
6.2 If Cakes from Rachel.xx would like to share a photo supplied by a customer (sent via private message/email), the customer will be asked for permission before any photos are posted online.
6.3 Occasionally, Cakes from Rachel.xx shares on social media, copies or screenshots of compliments, which are received by electronic message. If you would not like your message shared online please advise when sending said message. Any compliments shared will not show details of your full name, email address or any other personal information.
6.4 Please be aware that some personal information (which is acquired when taking orders - name, address, telephone number, email address), will be retained by Cakes from Rachel.xx for general reference and accounting purposes. This information will not be shared with any other organisations or individuals or posted on any online platforms.