By ordering from Gwen’s Cake Shop you agree to the following Terms & Conditions.
Delivery information
All our bakes are shipped carefully in custom boxes with adequate packaging. We add instructions on the outer boxes that explain to the couriers and recipients that the contents contain cakes.
On rare occasions, couriers mishandle parcels, and some minor damage can occur to our orders. Whilst this is frustrating and disappointing, we encourage customers to enjoy them. Minor damage does not affect the taste of the product, and we do not want the order to go to waste. If the damage is more serious, we kindly request that you send us a photo of the order and refrain from disposing of it until we have responded to you. We would much prefer that you receive the order you were expecting and retain you as one of our many loyal Gwen’s Cakes customers!
Payment is needed to confirm online orders and until payment is received your order cannot be guaranteed. For orders booked via an invoice pro forma payment, we reserve the right to cancel any order still awaiting payment on the delivery date. Issuance and receipt of your invoice is taken as confirmation of your order and because we may have had to turn away other clients and start preparations for your order invoices will remain payable in the event of cancellation or postponement.
All deliveries are undertaken by Gwen’s Cake Shop or our couriers. Please ensure someone is available at the delivery address on the day of your order; if there is no-one on hand to receive the cakes we will do our very best to leave them in a safe place (with a neighbour, receptionist, caretaker etc.) but we cannot keep hold of the cupcakes for re-delivery and they will be left at the address you have given us. If you would like us to deliver to your place of work or somewhere with a mailroom/courier point, we are happy to do so but please note that Gwen’s Cake Shop cannot accept any liability for the treatment of your order or mishandling once a delivery has been made and the package/s signed for. All our drivers are instructed in the correct handling of the cakes and will always pass this information on to any postroom workers but once the cakes are signed for we cannot accept liability for the subsequent handling of your cakes.
All our products are baked to order and we do not accept returns. Refunds, credit notes or a replacement order to the same value will be given only in the event that you receive the incorrect product or if the products are shown to be of unsatisfactory quality. Should this be the case, or if you are in any way unsatisfied with the condition or quality of your cakes upon arrival you must contact us within 24 hours of receipt. Gwen’s Cake Shop will not accept liability for any complaints made after this time.
Collection
Collection from Gwen’s Cakes is available on weekdays 2pm to 4pm. Failure to collect between these times will mean your order will be kept and available for collection on the next working day. Gwen’s Cake Shop will not accept liability of the product once it has left the premises, once it has been handed over to the collector it is their responsibility for any damage if to occur.
Postage
The website is usually restored every Wednesday and Friday at 5pm. Please note we can send the postal boxes UK wide only. Please refrigerate your postal boxes an hour before opening.
Postage and packaging included. Boxes are dispatched the next working day via Royal Mail 24 Tracked
Baked Goods information
All bakes are best stored refrigerated and brought to room temperature before consuming. Bakes last 5-7 days after arrival. All bakes can be frozen and are best thawed out in the fridge
ALL BAKES ARE MADE IN AN ENVIRONMENT THAT HANDLES GLUTEN, NUTS, PEANUTS, DAIRY, EGGS AND SOYA
We reserve the right to use photographs of orders we prepare on our website, Instagram pages and Facebook pages. If you would like to specifically request that we do not use pictures of your order, or that we provide you with a picture of your order we will usually be happy to do so but you must let us know at the time of ordering.
If you need to change the date or details of your order or cancel it altogether, please contact us as far in advance as possible. Orders cancelled 7 days or more before the delivery/collection date will receive a full refund on the order total; those cancelled within 2-6 days of delivery/collection will be entitled to a 50% refund; those cancelled within 48 hours of the order date will not be entitled to a refund (although refunds and credit notes may still be provided at Gwen’s Cakes Shop’s discretion).