Terms & Conditions

Upon placing an order with Ellie’s Cakery, you agree with the following terms and conditions.

Orders

All cakes are as the sizes specified at time of ordering. Please ensure you order a sufficient cake size for your requirements. Final numbers must be confirmed at least one week before your order is due. We are unable to change the size after this date.

Delivery

Delivery is available in Norfolk. Delivery to anywhere in Wymondham is FREE, subject to availability and a charge will apply for other areas depending on exact location. Unfortunately due to the nature of our cakes, we are unable to post our creations.

Allergies

Most of our sponges do not contain nuts but use ingredients which have nut warning on the packages and are prepared in a premises where nuts may be used and stored. Every care will be taken to ensure there is no cross-contamination, but please inform us of any nut allergies or other specific dietary requirements.

Cake Storage and Shelf Life

All cakes should be stored in a cool dark place on a flat sturdy surface in the box provided. Never put iced cakes in the fridge. Most of our sponges have a shelf life of 4-5 days depending on the weather conditions. Fruitcake lasts perfectly well for months but not years. Please bear in mind that very hot humid conditions can affect the cake and cause melting or collapsing.

Orders

We require 2 weeks notice for celebration cakes (but sometimes more or less due to fluctuations in demand). We will occasionally have to refuse an order if we are already at capacity. We need 1 months minimum notice for weddings. If you need your order within two weeks then please contact us by phone, we will help if we can.

Payment

We require a 50% non-refundable deposit on all celebration cakes with the balance due on collection. If your cake is being delivered we require the balance to be paid 24 hours before the delivery is due.

For wedding cakes a non-refundable deposit of £100 is due when booking more than six months before your wedding. If you are ordering your cake within 1 months of your wedding date 50% is due on ordering. All balances are due 2 weeks prior to your wedding date. The cake will not be started until final payment is made. We accept payment by cash or bank transfer or cheque (please note a cheque must be received and cleared before work is started on the cake so is not available on last minute orders).

Cancellation

All deposits are non refundable. Any changes to the design will result in a new quote.

No changes to design will be accepted in the month prior to the celebration date.

Complaints

Corrections and repairs to cakes, including inscription misspellings/mistakes (not including a change of inscription or change of mind/design), can be corrected on the same day in most cases. You are required to give us this opportunity and must let us know of the problem within one hour of accepting your cake. We are not be responsible for mistakes made by the customer i.e. incorrect/misspelled names or incorrect choice of cake.

Complaints are extremely rare and so we take them very seriously. Some complaints may require further investigation and an immediate refund may not always be possible. Cakes, or part of cakes, must be returned within three days to ensure we are able to fairly assess the nature of the complaint. The cake must have been stored at the correct temperature and in the box we supplied, out of the sun and away from damp conditions or heat. The maximum refund we offer is the value of the cake. Further compensation is not available. We do not refund for customers that have simply changed their mind.

In the unlikely event that Ellie’s Cakery is unable to fulfil your order due to circumstances beyond our control, we will do our best to find you an alternative, if there is no suitable alternative available we will refund any money held for your order, the maximum refund we offer is the value of the cake. Further compensation is not available.

Loss or Damage

We accept no responsibility for loss or damage to the cake once the cake has been accepted.

Photographs

Any images of your cake remain the property of Ellie’s Cakery and we reserve the right to use them on our website, for promotion materials or on our social media.

Cake Toppers & Stirrers (Non-Edible Products)

Returns

You have 21 days to notify Ellie’s Cakery if you want to cancel your order or exchange the item. The cancellation period will expire 21 days from the day on which you receive the goods you have ordered.

How to cancel your order, or return or exchange a non-edible product
Contact us directly to let us know that you wish to cancel your order, or return or exchange a product by emailing us orders@elliescakery.co.uk
If you have already received your item, package the item up and send it back to Ellie’s Cakery within 14 days of letting us know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product.
We will process the refund to the card on which you made payment, in no more than:
a. 14 days after the day the product is received or
b. if earlier, 14 days after the date you provide evidence that you have returned the product or
c. if there were no goods supplied, 14 days after the day on which you informed us (via email as set out above) about your decision to cancel your order.
Please don’t destroy or throw away any product, even if it’s faulty.
Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the seller).

DISCLAIMER

Any mention of a commercial product or products within this Web site is for information purposes only. It does not imply any recommendation or endorsement by any other company.

Please note that all of our cakes are made using either images that have been supplied from our customers own photographs, or images that are freely available on the internet. We make all of our cakes in house and we are in no way associated with any of the brand names or their respective logos that are used on our cakes. We are not endorsed by the companies names used in association with our cakes. All of our products are replications of images given with our customers consent to use them or images that are not marked as copyright from the internet. We will also reserve the right to modify any design we are given to replicate in order for it not to be an exact replica.