1.   Payments

 

1.1   To secure an order with Rachel’s Cake Studio a 50% deposit must be paid. The deposit is non-refundable except in the unlikely event that Rachel’s Cake Studio has to cancel your order; 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 secure link, bank transfer or PayPa

 

1.3.  After a deposit has been paid, you will be sent an order confirmation by email, to clarify the details of the order, this will be sent two weeks prior to your order date or before.

 

1.5.  The remaining balance of your order should be paid on receipt of the cake or prior. 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 but this is generally four weeks prior to the wedding day.

 

1.6.  In some instances it may be possible for a customer to arrange to pay for their order in several instalments. If such an arrangement is made you will be sent a confirmation by email which includes a payment schedule. It is the customers responsibility to ensure payments are made on the dates that have been mutually agreed and scheduled, not doing so may result in your order being cancelled and any payments already made, retained. Rachel’s Cake Studio will not send reminders for every payment due.

 

1.7.   If you send a proxy on your behalf to collect your order, please ensure that person is able to make the final payment or you pay the balance prior to the collection. The same applies to cakes being delivered; if you are not the person who will take delivery of the order please ensure the recipient can pay the balance or you pay in advance of delivery.

 

2.   Order Specifications and Changes

         

2.1.  Design specifics (themes, colours, characters, personal message etc.) will be discussed with you when placing your order and detailed on your confirmation. Rachel’s Cake Studio 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; Rachel’s Cake Studio does not make exact replicas of cakes from other cake makers’ photos, they are used for general design reference only.

 

2.2.  If you need to make changes to your order, whether that be quantity, size, design or the date of the order, a request must be submitted at least two weeks prior to the order date (four weeks for wedding cake orders). Any changes are subject to availability, at the discretion of Rachel’s Cake Studio and may incur further cost. Changes to your order will not be allowed more than once. If changes cannot be accommodated, the deposit/any other payments already made, remain non-refundable (also see 1.1)

 

3.   Collection & 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 Rachel’s Cake Studio to arrange a new collection time.

 

3.2.   Rachel’s Cake Studio offers a delivery service but this is subject to availability and fees may apply. Deliveries for orders over £75 and within 3 miles of CM7 2YN, are free of charge. For all deliveries outside of the 3 mile radius and/or below the order value of £75, a mileage fee of £1 per mile will be applied for the entire journey. 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 order item(s) will be taken back to Rachel’s Cake Studio 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 4.3 re: suitable storage).

 

3.4.  Wedding cakes will be delivered and set up by Rachel’s Cake Studio 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 extra 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 (vehicle footwell or boot) and movement minimised as much as practical.

 

4.2.  Rachel’s Cake Studio cannot accept responsibility for any damage made to a cake after the cake has been accepted and taken away by the customer. However, Rachel’s Cake Studio can offer guidance on how to fix any damage but any repair work requested will be chargeable at £15 per hour.

 

4.3.  Most cakes should be stored at room temperature in the box provided and kept away from direct heat/sunlight. Generally, It is 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 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 (if present) sticky. You will be notified on collection/delivery if there are any exceptions to this guidance for your particular cake/product. 

 

4.4.  Macarons can be stored at room temperature in the box provided unless otherwise advised.

 

4.5.  It is the customer’s responsibility to ensure all non-edible decorations are removed from the cake(s) prior to consumption. Such as, but not limited to:- dowels, ribbons, silk flowers, wired flowers & sprays, plastic models and cake toppers.

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5.   Food Allergies and Intolerances

 

5.1.  Please be aware that Rachel’s Cake Studio does not cater for severe allergies. If you would like to substitute a cake ingredient due to a dietary preference Rachel’s Cake Studio 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. Rachel’s Cake Studio will include an allergen declaration with your cake.

 

6.   Complaints

 

6.1.  In the event of a complaint or problem, Rachel’s Cake Studio must be notified within 24 hours from collection/delivery. The cake/product will need to be returned to Rachel’s Cake Studio for inspection at a mutually agreed time. Alternatively, depending on the nature of the complaint and at Rachel’s Cake Studio’s discretion, a photo sent by electronic message may be sufficient

 

6.2.  Once received, the nature of the complaint will be investigated. If Rachel’s Cake Studio is found liable of a mistake that can be fixed within the time prior to the customers event (for which the cake is for) a free repair/change service will be offered. If the mistake is unfixable, a refund (either in part or full) or a credit note for future use, may be offered. The offer will depend upon the severity of the problem and is at the discretion of Rachel’s Cake Studio. Please be aware; any full refunds will require the cake/product to be returned to Rachel’s Cake Studio before a refund is issued.

 

6.3.  Any cake/product which has been more than one quarter consumed will be deemed as being of a satisfactory standard and no complaint investigation will take place.

 

6.4.  The maximum liability of Rachel’s Cake Studio will not be more than the price paid for the cake/product.

 

6.5   Rachel’s Cake Studio will refer to and abide by the Consumer Rights    Act when investigating and resolving any complaints/problems.

 

7.   Sharing of Information and Photos

 

7.1      Please be aware Rachel’s Cake Studio takes photos of all cakes/products produced and shares these photos on various online platforms. If you would not like a photo of your cake posted online please advise when your order is placed.

 

7.2     If Rachel’s Cake Studio 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.

 

7.3.  Occasionally, Rachel’s Cake Studio 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.

 

7.4   Please be aware that some personal information (which is acquired when taking orders - name, address, telephone number, email address), may be retained by Rachel’s Cake Studio for general reference and accounting purposes. This information will not be shared with any other organisations or individuals or posted on any online platforms.

 

8.   General 

 

8.1.  Rachel’s Cake Studio will not be liable for a failure to perform or a delay in services  due to events outside of its control including, but not limited to:

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 (i).  Failure to receive materials needed due to a thirdparty failure which is beyond control.

 (ii).  Extreme weather conditions preventing delivery or collection of products, including but not limited to; storm, snow/ice, fire, floods, or any natural disaster whatsoever

(iii).  The impossibility of the use of any relevant means of transport (for delivery or collection of cakes/products)

 (iv).  Traffic conditions upon delivery of an order                         

 (v).   Any act, or attempted act of terrorism

 (vi)   Any epidemic or pandemic, or other localised disease or illness, whether previously known or otherwise

 

8.2.  Rachel’s Cake Studio holds the relevant Public Liability Insurance and operates under strict HACCP guidelines for all food production, handling, storage, and distribution.

 

8.3.  Rachel’s Cake Studio is registered with the local authority (Braintree District Council) and undergoes regular strict inspections in accordance with the law.

 

8.4   These Terms and Conditions are subject to change at any time without prior notice.