HOW TO MAKE AN ORDER AND HOW IT IS PROCESSED
Compiling your Order
Once you have selected the Products you wish to order from the website and provided the other required information, you will be given the opportunity to submit your order by clicking or selecting the "checkout", "place my order" or similar button. It is important that you check all the information that you enter and correct any errors before clicking or selecting this button; once you do so we will start processing your order and errors cannot be corrected.
Amending or cancelling your Order
Once you have submitted your order and your payment has been authorised, you will not be entitled to change or cancel your order, nor will you be entitled to a refund as the personalised celebration cakes are a bespoke item and cannot be resold. If you wish to change or cancel your order, you may contact our parlour as described below in our “customer care” section and they will attempt to communicate your requests. However, there is no guarantee that we will be able to intercept the order in time.
Where any payment you make is not authorised, your order will not be processed or communicated to the relevant parlour.
Processing your Order and Restaurant rejections
On receipt of your Order, we will begin processing it by sending it to the relevant parlour and will notify you by email that your order has been received and is being processed.
Delivery of your Order
Delivery slots are allocated on a geographical basis, as a result we are unable to be any more specific than the brackets provided on the website. On occasion the delivery time may not be achievable due to circumstances beyond our control, if this is the case then we will contact you to discuss alternatives if necessary.
PRICE AND PAYMENT
VAT and delivery costs
Prices will be as quoted on the website and are inclusive of VAT.
Payment for orders must be made by an accepted credit or debit card through the website, we do not have the facility to take payments over the phone.
If you pay by credit or debit card, you may be required to show the card to the delivery driver at the time of delivery as proof of identification and so that they can check that the card conforms with the receipt data for the order. Please note that from time to time there may be delays in the processing of card payments and transactions; this may result in payments taking up to sixty (60) days to be deducted from your bank account or charged to your credit or debit card.
Because of standard banking procedures, once you have submitted an order that you are paying for by credit or debit card and your payment has been authorised, your bank or card issuer will "ring-fence" the full amount of your order. If your order is subsequently rejected by the parlour or cancelled for any other reason, your bank or card issuer will not transfer the funds for the order to us, and will instead release the relevant amount back into your available balance. However, this may take between 3 to 5 working days (or longer, depending on your bank or card issuer). You acknowledge and agree that neither we nor the relevant parlour will be responsible or liable to you in relation to this delay by your bank or card issuer in the release of funds back into your account.
Customer care is extremely important to us. Our parlour team will, therefore, try to assist you where possible if you have any problems with your Order. You can contact our parlour team by clicking or selecting the "Ask us a question”, "Help" or similar button or by calling the telephone number shown on the website.
Questions about your Order
If your order is taking longer than expected or you have any other problems with your
order, you can contact our parlour team as described above and one of our parlour assistants will attempt to follow up on your query.
Complaints or feedback
In the event that you are dissatisfied with the quality of any products or the service provided by one of our parlours, please consider discussing your concern with the General Manager who will endeavor to resolve any issue or complaint that you may have.