Please find our terms & conditions below. If you have any questions, whatsoever, please do not hesitate to contact us.
Payment and pricing:
All orders can be made over the phone, by email or through our website using most credit & debit cards.
Paypal payments are also accepted.
All prices exclude postage & packaging (unless otherwise stated).
All website prices are subject to change without any notice.
Cancellation policy:
As our bakes are made to order and personalised to your specification, orders cannot be cancelled once the bakes or decorations have been started. However, should you wish to change or cancel your order at any time please contact us immediately and we will do our best to meet your needs.
Refunds & returns:
Your Boutique bakes leave our kitchen in perfect condition and are securely packaged to prevent any "damage" during transit. In the unlikely and unfortunate event that you do receive a badly damaged order, please contact us within 24 hours of receiving them.
Please note: due to the delicate nature of the product - perfect posted bakes are not guaranteed
Once proof of damage has been received in the form of photos (within 5 days of the original delivery), any replacement cakes or refund will be considered or may be granted. Any physical returns should be sent by Special/Recorded delivery (at your own cost) and proof of postage retained. All cakes should be re-wrapped as they arrived to prevent further damage.
If the damage is caused by the courier then we will make a claim on your behalf. Any refund will be made on receipt of the claim by the courier.
Delivery issues:
We will deliver the cakes to the address provided by you. It is your sole responsibility to make sure these details are correct and to ensure someone is in to accept the order. If the address is incomplete or incorrect in any way we accept no liability for late or non-delivery. Again - please check all names and addresses are spelled correctly on your order details. any redirection must be paid for by the customer.
If the delivery is attempted and the courier is unable to leave the parcel (ie: there is no one in) then the responsibility is with the customer to arrange redelivery or collection - under these circumstances we cannot accept liability for late delivery, loss, damage or returns.
If there is no one in and you have not requested other arrangements (ie: to be left with a neighbour) then your cupcakes will be returned to the depot and redelivery made the following working day (this excludes weekends & bank holidays). Please note: Royal Mail will not leave the parcel with a neighbour; this request is only accepted by our business couriers.
Should any cake be returned to us by the carrier after unsuccessful delivery (or due to someone not accepting the parcel) any additional charges must be paid by the customer.
In the unlikely event that your cakes are lost in transit or are not delivered on the specified date, we must be notified within 24 hours of the expected delivery (the sooner the better!) . Compensation may be made up to the maximum price paid by the customer if the cakes cannot be traced and confirmed lost by the carrier.
When choosing first class post as your delivery option, we cannot guarantee an exact delivery date - we dispatch 2 business days prior to the requested delivery date for this service.
Adverse weather conditions: In the case of adverse weather conditions we cannot always guarantee a next day courier delivery; in the same light, local deliveries will be considered on a day-to-day basis dependant on the condition of the roads. If delivery is not possible, an alternative will be given or full refund made
Personalisation mistakes:
We will resend any cakes that have been incorrectly spelled due to a mistake on our part.
If the inaccuracy is due to the customers mis-spelling at the time of booking, or no correction is made on receipt of the order form, no free replacements will be available.
Please be accurate when placing an order and when checking our order details to avoid disappointment.
Multiple orders to the same family:
If more than one identical or very similar order is placed to go to the same recipient, for the same occasion, we will notify the client/s to check everyone is happy with this - alternative suggestions will be offered and the priority will go to the first person who placed an order.
If different orders (eg: cupcakes vs biscuits) are made to go to the same recipient, for the same occasion, we will not inform either party
We endeavour not to send out more than 2 gifts to the same recipient for the same occasion unless all parties are happy with this arrangement.
Our privacy policy:
For your information and peace of mind, please be assured that all information given to us will be treated in total confidence and will remain strictly confidential. We do not pass any information onto other companies or discuss any personal details with anyone other than yourself.
Whilst we store your contact details for future correspondence in relation to orders, promotions etc, you can contact us at any time for your details to be removed from our database.
When you place an order with us over the phone or by email, we collect your name, address, telephone number, email and credit card details - The Boutique Cupcake Company only uses this information in regards to the process and status of your order.
Under no circumstances do we store any financial details.
Health & safety:
The Boutique Cupcake Company prides itself on its commitment to the highest standards of health & safety. We are inspected & registered with Hertsmere Borough Council.