“Contract” means you are agreeing to be bound to these standard terms and conditions when you have placed an order over the phone, in person, by e-mail or via third party and/or paid in part or in full for your product outlined in your order.
“Order” means the details of the order as per the order/invoice form, including any agreed special terms whether oral, in writing or electronic form.
“Price” means the sellers current or quoted price at time of order or enquiry.
“Seller, Us, Our or Crafty Cakes” means Crafty Cakes Ltd, 6 The Willows, Shillingford St George, Exeter, Devon, EX2 9QS.
“Buyer, you, your or customer” means you the customer who are buying products from the seller.
“Products” means any bought in products or own products made on our premises.
“Terms & Conditions” means standard terms and conditions of sale set out in this document together with any special terms agreed between the ‘buyer’ and the ‘seller’ as set out in your order/invoice form or by completing the checkout process online.
Address: Crafty Cakes Ltd, 6 The Willows, Shillingford St George,
Exeter, Devon, EX2 9QS, UK.
VAT Number: 679 3140 12
Company Registration Number: 4836824
1 – Disclaimer
The information on our web-site, in magazines, other forms of advertising media, order forms or photos/material shown at our shop is provided ‘as is’ with no warranty or representation of any kind, express or implied, including those of merchantability and fitness for any particular purpose, or arising from a course of dealing, usage, trade practice or otherwise. Crafty Cakes has made all reasonable efforts to ensure that information provided through any form of the above media is accurate at the time of being uploaded, published or printed, however Crafty Cakes accepts no liability for any inaccuracies or omissions on any of its media. Every effort will be made to keep the information contained on it’s media as up to date as possible but at times it may contain information that is incomplete, out of date or inaccurate for which Crafty Cakes cannot be held responsible. Crafty Cakes reserves the right to make changes, addendums and corrigenda at any time without notice. By continuing to use this web-site or holding in your possession any form of media associated with Crafty Cakes following any such change you will be deemed to have accepted such change. It is your responsibility to check regularly to determine whether these terms and conditions have been changed in any way. If you do not agree to any such change you must immediately stop using this web-site or dispose of any media in your possession. The version of our terms and conditions on our web-site (www.craftycakes.com) are definitive and super-cede and other version on your order form or otherwise.
We provide referrals to and links to other web-sites from our site. Such a link should not be seen as an endorsement, approval or agreement with any information or resources offered at sites you can access through our site. If in doubt, always check the Uniform Resource Locator (URL) address provided in your browser to see if you are still in a craftycakes.com operated site or have indeed moved to another site. Crafty Cakes is not responsible for the content or practices of third party sites that may be linked to our site. When craftycakes.com provides links or references to other web-sites, no reference or assumption should be made and no representation should be inferred that Crafty Cakes is connected with, operates or controls these web-sites. Any approved link must not represent in any way, either explicitly or by implication, that you have received the endorsement, sponsorship or support of any craftycakes.com site or endorsement, sponsorship or support of Crafty Cakes, including its respective employees or agents.
It is a condition of allowing you free access to the content and material on our web-site that Crafty Cakes will not be liable for any loss or damage of any kind, including direct, indirect, special and consequential loss or damage of any kind arising from the use of this information obtained directly or indirectly from our web-site, except that Crafty Cakes does not exclude liability for death or personal injury caused by its negligence.
The above exclusions and limitations apply only to the extent permitted by English law. If you use this web-site from outside of the UK, you are responsible for compliance with any inter-national and local laws. None of your statutory rights as a consumer are affected.
2 – Cake Care, Allergen Advice, Allergen Statement, (EU FIC 1169/2011) & Other Ingredients Information
For our full information including our allergen advice and allergen statement - please see our Cake Care and Allergen Advice page in accordance with the Food Standards Agency guidelines (the EU Food Information for Consumers Regulation No. 1169/2011 - December 2014).
3 – Ordering
3.1.1) Most cakes – At least 2 weeks notice would be appreciated for special occasion cakes. It is usually possible to order at shorter notice but cannot be guaranteed depending on the type and design of cake you would like on the date required. We will always try to help if we can with late notice orders, but reserve the right to close our order book for any date at any time, without notice. An order is not secured until a deposit has been paid by the Customer and accepted by Crafty Cakes.
3.1.2) Wedding and civil partnership cakes – Generally 3 months notice is sufficient to secure your booking, but can be advisable to book further in advance for a Summer celebration if you can, as these dates go very quickly. It is usually possible to order at shorter notice but cannot be guaranteed depending on the type and design of cake you would like on the date required. We will always try to help if we can with late notice orders.
3.2.1) Every care has been taken to describe and show the goods accurately. Variations may occur depending on our decorator’s artistic interpretation of a particular design or for that which is necessary to construct the cake in a safe and artistic manner from any design or photo which you the customer may have supplied as a guide or reference.
3.2.2) Please note any material or photos supplied are for our general illustration only and the product may vary from that shown depending on Crafty Cakes interpretation of that cake and will not be an exact reproduction of the cake in the photo, picture or web-site.
3.2.3) When placing your order please be aware that colours may vary slightly from the photo or picture you chose your cake from; some colours (mainly reds) can bleed or run in to other colours on the cake.
3.3) Any designs and information provided by you to Crafty Cakes will not infringe the rights of any third party, and you will be responsible for any losses, damages, costs, expenses or other claims arising from any such infringement.
3.4) Please note that chocolate sticks, chocolate shavings, Ganache and cream cakes are very sensitive to temperature and should be kept cool at all times, bear this in mind when placing your order especially when having your reception in a marquee in mid-summer.
3.5) All orders placed online are subject to these and other conditions.
4 – Payment
4.1.1) We require between 33-50% deposit for all cakes for us to place your order (the percentage of deposit will depend on the value and/or type of cake being ordered, and is at our discretion). 100% of the payment will be required if ordering your product online.
4.1.2) A minimum of £10.00 deposit is required to secure your order. The deposit will be taken at the time of order.
4.2) We accept payment by:
Debit/Credit Card (Master, Visa, Maestro, Switch and Delta).
Bank transfer (BACS)
4.3.1) The ‘price’ is that agreed at time of order and that stated on the order/invoice form which is binding upon signing the order/invoice form or by paying in part or in full for the product ordered.
4.3.2) Any price quoted is valid for a period of 21 days. After this period a re-quote will be required.
4.4) Prices will be subject to VAT at the standard rate where applicable.
4.5) Final payment or balance owing is due upon collection, or prior to delivery. Wedding and civil partnership cakes must be paid for in full 6 of weeks before the event date.
4.6) All goods remain the property of Crafty Cakes until payment is made in full.
5 – Viewing
5.1) If you would like to view your wedding or civil partnership cake prior to the event date we will do our best to accommodate this as long as it is arranged in advance, but due to time constraints it may not always be possible.
5.2) Please note that where a wedding or civil partnership cake has sponge tiers the completion will not take place until one or two days before the occasion to keep the sponge cake as fresh as possible.
5.3) No liability will be taken by Crafty Cakes for any omissions or errors on wedding cakes if they are not viewed by the bride and/or groom prior to the wedding.
6 – Cake Stands & Knives
6.1) Wedding & Civil Partnership cake prices quoted include the complimentary use of most stands, bases, separators, pillars, props and a cake knife if requested. These must be booked as early as possible (ideally when ordering your cake) to ensure availability.
6.2) All other cakes do NOT include complimentary use of stands, bases, separators, pillars, props and knives etc.
6.3) Cake stands, bases, separators, props and knives etc. can be hired separately for wedding and civil partnership cakes that we have NOT supplied.
6.4) A fully refundable deposit is required for the hire of all stands, bases, separators, props and knives etc. by cash, cheque or card.
6.5.1) If the stand, base, separators, props or knives are NOT returned within 3 days of the event date, the payment method of deposit will be processed to cover the cost of the item.
6.5.2) If the stands, bases, separators, props or knives are returned damaged the deposit WILL be processed to cover cost of replacement.
6.5.3) Any damage, loss, theft or mis-use or ill treatment caused for example by industrial dish-washers to stands, bases, separators or props whilst in the possession of the reception venue by it’s staff or otherwise will be the customers responsibility and the deposit WILL be processed to cover cost of replacement.
6.6) There may be an additional charge if a piece of equipment has to be sourced especially for your use.
6.7) It is your responsibility to return the stand, base, separators, props or knife to Crafty Cakes within the time frame above.
6.8) We will try our best to supply the cake stand, base, separators or props you require for your occasion however on very rare occasions this may not be possible if clients do not return the equipment on time. We will use a suitable replacement should this happen.
7 – Hire
7.1) All cake stand hire is charged by the day or weekend rate.
7.2) A fully refundable deposit is required for the hire of all stands by cash, cheque or card.
7.3) If the stand is not returned by 2 days after the return due date, the payment method of deposit will be processed to cover the cost of the cake stand.
7.4) If the stand/s are returned damaged the deposit will be processed to cover cost of replacement.
7.5) It is your responsibility to return the cake stand/s to Crafty Cakes.
8 – Consumption of Cake
8.1) Cakes are made to be consumed within 2 days of collection or delivery.
8.2.1) The shelf life of the cake will depend on the conditions the cake is kept in before, during and after the occasion for which it is intended.
8.2.2) Cakes kept in humid and/or hot conditions will only keep a short amount of time and the cake will deteriorate rapidly, where as a cake kept in cool dry conditions in a sealed container could last for up to a week.
8.2.3) Do NOT store fondant covered cakes in a fridge or cold room as this will affect the quality of the cake and/or filling, also images, coloured icing, or decoration could bleed or run. All cakes should be consumed at room temperature.
8.2.4) It is your responsibility to maintain adequate temperature and environment condition control to maintain the quality of your product once it has left our premises.
8.3) Please note there may be decorative items on or around the cake that are NOT edible. These must be removed for your safety and that of your guests before cutting the cake and eating it. If you are NOT cutting the cake yourself it is your responsibility to make sure that this information is passed on to the person/s concerned.
8.4) Please note that our sugar flowers are hand-made with sugar. They DO contain wires and supports so they are NOT edible, again it is your responsibility to make caterers and venues aware of these facts.
9 – Collections
9.1) Collection can be made for all cakes from our premises usually on the day or day before the event.
9.2) The person receiving the cake ordered at the point of collection or delivery will need to sign for collection, If the person signing is not the person that placed the cake order, then they are signing on behalf of ‘you’ the person that placed the order.
9.3) Crafty Cakes can accept NO responsibility for the cakes safety and condition once the cake has left the shop.
10 – Deliveries
10.1) Delivery is available for wedding and civil partnership cakes mainly but can be arranged at a cost for any other type of cake also, please ask for a quotation. Can also can be requested as an extra service on website shop orders.
10.2) Delivery arrangements should be made at time of order. Delivery within a 6 mile radius of our shop is free for wedding and civil partnership cakes, please ask for a quotation beyond a 6 mile radius. Separate delivery terms apply to all other cakes and online orders as follows: Deliveries are available Monday to Saturday – Monday & Tuesday's: 1.00pm to 3pm only. Wed to Fri: 10.00am to 12.00noon or 12.00noon to 2.00pm. Sat: 9.00am to 12.00noon only - within 6 miles of EX2 9QS (as at June 2023), delivery prices may be revised at any time at Crafty Cakes discretion without notice.
10.3) The delivery ‘price’ should be agreed at time of order.
10.4.1) Any delivery restrictions, limited access or limited time slots for deliveries should be made clear and outlined to us at the time of order, especially university campus residents and other abnormally difficult to access addresses.
10.4.2) If we will require access to military bases or other reception venues in a secure compound it is your responsibility to make arrangements for us to have access at an agreed time and date.
10.4.3) We can NOT accept any responsibility for not being able to deliver your cake on the arranged date due to being refused or denied access to a venue, university residence or any other public or private address.
10.5.1) Once the cake has either been setup or left NOT setup if the venue does not have a cake table or furniture ready. If we have to leave the cake NOT setup we will orally advise reception venue staff or associated person on how to do this, and once oral acceptance has been sought from the venue staff, public or private address associated person/s that the cake is in good condition Crafty Cakes can no longer accept responsibility for its care and/or safety once we have left the venue or private property.
10.5.2) If the venue staff, public or private address associated person/s decide for any reason to move, alter or dismantle the cake in any way after it has been setup or simply delivered and still boxed Crafty Cakes can NOT be held responsible.
10.5.3) If the conditions of the venue, public or private address are subject to excessive heat, wind or rain we will advise on where best to position the cake. If conditions are too extreme for the cake’s safety at the time of delivery we will give a member of the venue staff, public or private address associated person/s instructions on how to setup the cake when it is safe and environmentally suitable to do so but we can NOT be held responsible for it’s safe setup or care once we have left the venue, public or private address.
10.6) Crafty Cakes will make all reasonable endeavours to deliver on time but acts or events of ‘Force Majeure’ may render delivery extremely difficult or near impossible where we can NOT be held responsible or accountable.
10.7) It is your responsibility to ensure that the reception venue, public or private address has an adequate and/or suitable table or furniture to display the cake.
10.8) If the cake is to be setup in a marquee or other area which maybe uneven or sloping it is your responsibility to plan for this. Crafty Cakes can NOT accept any responsibility for damage caused by furniture or floors not fit for purpose.
10.9) Crafty Cakes is not obliged to deliver the cake or product if it has not been paid for in full before the occasion date, except if a pre-agreement has been made to pay upon delivery.
10.10) Subject to the other provisions of these Terms, Crafty Cakes shall NOT be liable for any loss, whether direct or consequential, economic or loss of profits or otherwise, arising directly or indirectly out of any delay in the delivery of the cake (goods or products) arising from any of the above.
11 – Return of Food Products
11.1) Please note all sealed edible food stuff items and personalised products are non-returnable and non-refundable even if unopened.
11.2) Exchanges or refunds will NOT be authorised except under our complaints procedure (section 15) circumstances which will be determined at Crafty Cakes discretion.
11.3) Please be sure of what you purchase – if in any doubt please ask us before buying.
11.4) Please see section 13 and 15 for further details on refunds and/or complaints.
12 – Returns of Non Food Products
12.1) Crafty Cakes prides itself on offering high quality products and first class customer service. When you receive your purchase, we want you to be 100% satisfied and nothing less! Therefore, we offer a 100% money-back guarantee on all of our non-edible products except on those items in section 11 above and as long as the item/s are returned in perfect unopened condition.
12.2) Any obscure or unusual circumstances will be decided and dealt with at Crafty Cakes discretion and dealt with accordingly.
12.3) Please see section 13 and 15 for further details on refunds and/or complaints.
13 – Refunds & Cancellations Policy
13.1) In exceptional circumstances (including, but not limited to, family bereavement or emergency) we reserve the right to cancel a cake at any time. No charges will be made, and all money paid will be refunded but no compensation will be payable should this occur.
13.2) We require between a third and a half (33%-50%) of the total value of the cake as a deposit to secure your order on shop ordered products (including wedding and civil partnership cakes). This deposit is non-refundable unless clause 13.1 applies and the cake is cancelled by Crafty Cakes. If the cake is cancelled by you, the deposit is non-refundable, but the outstanding half of the total value will not be charged (or will be refunded) unless clauses 13.3 or 13.4 apply.
13.3) If you have to cancel your order for any reason, you will be liable to pay for any special ordered items, and for any work that has been started.
13.4) In the case of the cancellation of wedding or civil partnership cakes, the following terms are applicable:
- If the cancellation is notified to Crafty Cakes 6 weeks or more before the wedding date, a refund will be given (minus the 50% non-refundable deposit)
- If the cancellation is notified to Crafty Cakes less than 6 weeks but more than 2 weeks before the wedding date, a refund of 25% of the total cake value will be given.
- If the cancellation is notified to Crafty Cakes less than 2 weeks before the wedding date, no refund will be given.
13.5) If a cake is cancelled or postponed indefinitely up to three months after the original collection or delivery date Crafty Cakes reserves the right to review the facts, and a refund (minus the 50% non-refundable deposit) may or may not be offered and will be at Crafty Cakes discretion.
13.6) In a situation of extenuating circumstances Crafty Cakes reserves the right to assess and deal with a refund request at our own discretion which we will aim to deal with according to common perception and what we deem to be fair.
13.7) Please also read section 15 below outlining our complaints procedure in full.
14 - Returns & Cancellation Policy (applicable to online purchases)
14.1.1) All our products available online are edible products only. Please do NOT return your product by post. Our complaints policy is valid for 14 days from your product’s date of delivery or collection.
14.1.2) To register your complaint if you believe we have not fulfilled our product to your satisfaction, we require a receipt or proof of purchase and emailed to us at firstname.lastname@example.org along with your explanation of the situation, times and dates if applicable and also any photos to substantiate the claim. Or you are welcome to come and see us to explain the nature of your complaint at 6 The Willows, Shillingford St George, Exeter, Devon, EX2 9QS, UK.
14.1.3) Refunds (if applicable)
Once your complaint is received and reviewed, we will send you an email or call to notify you within 14 days of the approval or rejection of your complaint and our reasoning for coming to our conclusion. On these exceptionally rare occasions we do aim to conclude any complaint to your complete satisfaction.
14.1.4) If we agree and approve your claim, then your refund will be processed, and an agreed credit amount will automatically be applied to your credit card or original method of payment, within a certain amount of days.
14.1.5) Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. If you’ve done this and you still have not received your refund yet, please contact us at email@example.com or call us on 01392 210243.If we have processed your refund then please contact your bank or credit card company, it may take some time before your refund is officially posted.
14.1.6) Please also read section 15 below outlining our complaints procedure in full.
14.2.1) If you wish to cancel your order for any reason, please contact us as soon as possible on 01392 210243 or email us at firstname.lastname@example.org. Orders can be cancelled up to the time of production which is generally one full week before the scheduled delivery date. It is imperative that you contact us so we may attempt to cancel your order before we reach this point.
14.2.2) When contacting us to request a cancellation please provide as much information about your order as possible: The name your order was placed under, your Order Reference no, your contact information, scheduled delivery date and address.
14.2.3) Please note that if a cancellation request is received during or after the order has been delivered it is the customers responsibility to accept delivery of the order as originally agreed.
14.2.4) Please also read section 15 below outlining our complaints procedure in full.
14.2.5) Please note that all deposits (see our Payments section, clause 4.1.1) are non-refundable, even in the event of a cancellation.
15 – Complaints (additional general terms in conjunction with sections 11, 12, 13 and 14 above)
15.1) If the wrong cake was received i.e. a Football Pitch cake instead of a Football, the cake was damaged before leaving Crafty Cakes or names mis-spelled beyond cosmetic repair – NOT FOR ARTISTIC INTERPRETATION for how you the customer thought the end product should look i.e. colour, shades or size that were specified on the order form. If for any of the above reasons you are not completely satisfied with your cake at the point of collection or delivery, please let us know at this time. We will make reasonable endeavour at our discretion to do our best to rectify the cake.
15.2) In the unfortunate occurrence that you wish to make a complaint please contact us as soon as possible (within 48 hours of collection or delivery of the cake, or 14 days will be considered in extenuating circumstances) to discuss the nature of the complaint or dissatisfaction, we will make every effort to rectify the problem if at all possible before the event. If it transpires that we are at fault after a full investigation of the facts and circumstances we will take the necessary steps to refund part or in full the monies paid for the product. We will NOT exceed that of the purchase value you paid for the product except in exceptional circumstances determined by us.
15.3) If a dispute arises after the investigation where we can NOT agree to resolve the situation, we agree to firstly try to resolve the issues with a mutually agreed upon mediator in Exeter, Devon, UK. Any costs and other fees other than solicitors fees associated with the mediation will be shared equally or proportionately by each of us.
15.4) In the extremely unlikely event that we cannot resolve the issues of the complaint between ourselves or by mediation then matters would have to follow Her Majesty’s court proceedings in accordance with English law.
15.5) Crafty Cakes will make every effort to resolve any complaints or dissatisfaction as quickly and as fairly as possible. The decision of Crafty Cakes is final.
16 – Warranty
16.1) Products sold with a manufacturer’s warranty can either be a) Dealt with by Crafty Cakes, where we will endeavour to get the faulty product replaced as soon as possible if appropriate, or b) the return of the faulty product can be dealt with by the customer direct with the manufacturer.
16.2) Under exceptional circumstances there may be a charge in returning a product under warranty if it exceeds a reasonable amount of time to conclude.
18 – Advertising
18.1) All rights in any design by Crafty Cakes (Exeter) shall remain the exclusive property of Crafty Cakes and you acknowledge that Crafty Cakes may reproduce images and/or designs without reference to you to be used in any form of marketing or advertising purposes at a later date.
19 – General
19.1) No employee of Crafty Cakes is authorised to waive these standard terms and conditions.
19.2) Crafty Cakes shall not be held responsible for any losses caused by reason of any incomplete, inaccurate or late instructions or any delay in performing, or any failure to perform due to cause beyond Crafty Cakes reasonable control including that of Force Majeure.
19.3) Definitions or references to products, goods and materials mean what you have agreed to purchase.
19.4) By placing your order by telephone, e-mail or in person you agree that you have read, understand and fully agree to these terms and conditions. By completing and submitting an electronic order form, e-mail or in person, you are making an offer to purchase goods which if accepted you are agreeing to these terms and conditions.
19.5) You the customer are NOT entitled to add or amend these standard terms and conditions.
19.6) None of the material on our web-site may be copied or reproduced without the written permission of Crafty Cakes except for reference purposes in relation to an order.
19.7) We may attribute some exceptional circumstances to that of Force Majeure at our discretion.
19.8) Crafty Cakes welcomes your questions and comments about our cakes, other products, shop, web-site or any other aspects. Please e-mail, write, telephone us or call in to our shop with your query. Our contact details can be found on your order copy or our web-site.
19.9) These standard terms and conditions are intended to cover all our media, to include order/invoice forms, our web-site usage and any other associated correspondence and agreements to supply product/s to the buyer.
20 - Website Usage Terms
20.1) Introduction: These terms and conditions govern your use of our website; by using our website, you accept these terms and conditions in full. If you disagree with any part of these terms and conditions, please do not use our website. These terms are in addition to our general trading terms found near the bottom of our home page.
20.2) Intellectual property rights: Unless otherwise stated, we or our licensors own the intellectual property rights in the website and material on the website. Subject to the licence below, all our intellectual property rights are reserved.
20.3) Licence to use website: You may view, download for caching purposes only, and print pages or other content from the website, provided that:
20.3.1) You must NOT republish material from this website (including republication on another website), or reproduce or store material from this website in any public or private electronic retrieval system;
20.3.2) You must NOT reproduce, duplicate, copy, sell, resell, visit, or otherwise exploit our website or material on our website for a commercial purpose, without our express written consent.
20.4) Limitations of liability: The information on this website is provided free-of-charge, and you acknowledge that it would be unreasonable to hold us liable in respect of this website and the information on this website. Whilst we endeavour to ensure that the information on this website is correct, we do not warrant its completeness or accuracy; nor do we commit to ensuring that the website remains available or that the material on this website is kept up-to-date. Our liability is limited and excluded to the maximum extent permitted under applicable law. We will not be liable for any direct, indirect or consequential loss or damage arising under these terms and conditions or in connection with our website, whether arising in tort, contract, or otherwise - including, without limitation, any loss of profit, contracts, business, goodwill, data, income, revenue or anticipated savings. However, nothing in these terms and conditions shall exclude or limit our liability for fraud, for death or personal injury caused by our negligence, or for any other liability which cannot be excluded or limited under applicable law.
20.5) Restricted access: Access to certain areas of our website is restricted. We reserve the right to restrict access to other areas of our website, or indeed our whole website, at our discretion. If we provide you with a user ID and password to enable you to access restricted areas of our website or other content or services, you must ensure that that user ID and password is kept confidential. You accept responsibility for all activities that occur under your user ID or password. We may disable your user ID and password at our sole discretion OR if you breach any of the policies or terms governing your use of our website or any other contractual obligation you owe to us.
20.6) Additional Terms:
20.6.1) Waiver: No waiver by the Seller of any breach of the Contract by the Buyer shall be considered as a waiver of any subsequent breach of the same or any other provision.
20.6.2) Severance: If any provision of these Conditions is held by any competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of these Conditions and the remainder of the provision in question shall not be affected thereby.
20.6.3) Third Party Rights: A person who is not a party to the Contract shall have no rights under the Contract pursuant to the Contracts (Rights of Third Parties) Act 1999.
20.6.4) Governing Law and Jurisdiction: The Contract shall be governed by the laws of England and the parties agree to submit to the exclusive jurisdiction of the English courts.