Booking fee
A non refundable booking fee is required on all cakes to secure your order which will be deducted from the final balance. Following your enquiry your quote is valid for 7 days. No cake order is secure until a booking fee is received. The balance must be paid the week before for celebration cakes and four weeks before for wedding cakes. No cakes will leave the premises/be delivered until payment is received.
Cake Changes
If you need to alter the design of your cake order please contact us as soon as possible. We will try our best to adjust the design where possible but under some circumstances this may not be possible due to the notice given, materials needed or work already done . If the alteration affects the cost then your balance will be adjusted accordingly. Design changes will only be considered up until four weeks before your event
Collection/Delivery
You must keep to the agreed date and time for collection. Once your order is collected/delivered it becomes your responsibility and Cakes by Louisa cannot be held responsible for any damage caused once you leave the premises or it is set up at the venue including moving cakes once they are set up at the venue as this is not advised.
As part of our service we offer a personal set up and delivery for wedding cakes. We will liaise with your venue prior to delivery to schedule a delivery slot and check that all arrangements for assembly such as cake stand etc have been taken care of.
Fresh Flower usage
In the case of fresh flower usage, the responsibility for the flowers' safety, quality, freshness and colour will rest with the florist and not with Cakes by Louisa.
Naked, Semi naked, and Buttercream finish cakes
These types of cake are not as stable as a fully iced cake and in hot weather or in a hot venue, the buttercream can soften or melt, which can cause the cake to settle or slide.
Cancellation
In the event of a cancellation the booking fee is non refundable. Any balance paid after the deposit may be able to be refunded at our discretion as long as no work has begun and no materials have been purchased.
We reserve the right to cancel any booking due to circumstances beyond our control such as natural disaster or extreme weather conditions.
We are not liable for any refunds due to circumstances beyond our control for example : natural disasters, acts of god, pandemics. In this instance any payments made would be transferred to a new date (if available) or refunded less costs incurred.
Cancellation by Cakes by Louisa. We shall not be liable for any failure to perform, where such failure or delay results from any circumstances outside our reasonable control including but not limited to any fire, flood, explosion, accident, adverse weather conditions, traffic congestion, mechanical breakdown, obstruction of any private or public highway, riot, government act, act of war, terrorism, act of God, or from any industrial dispute or strike whatsoever.
In the event of exceptional circumstances, such as serious illness, Cakes by Louisa will give as much notice as possible if we are unable to fulfil your order. We will endeavour to find someone else who can produce your order and will refund you any monies already paid.
Travel and Storage
We advise you to travel with your cake in the footwell or boot of your car, not on anyone's lap. Please store your cake in a cool dry place (not the fridge) in the box provided.
Ingredients
All ingredients are of the highest quality. Cakes are made in premises that handles nuts, gluten and dairy products. Every effort is taken to keep ingredients separate, however cakes may contain traces of these products. Please note that some food colourings may have an effect on behaviour in children. Please ask for more information if you want to know more about our ingredients. Cakes by Louisa accepts no liability to customers suffering from an allergic reaction from eating our products. It is the customer's responsibility to inform all parties consuming one of our products.
Please advise of any food allergies when ordering your cake.
Please note all cakes are covered in white chocolate ganache first under sugarpaste and buttercream which gives a much more stable base for a smooth finish especially in the warmer weather.
Storage
All cakes/cupcakes should be placed on a flat surface and stored at room temperature in the box provided. They should be kept out of direct sunlight. Freezing or refrigerating our cakes or cupcakes is not recommended. Please note cupcakes should be consumed within 2 days and cakes within 3 days.
Complaints
In the unlikely event of any complaints please notify us upon collection/delivery. Any refunds given are at the discretion of Cakes by Louisa and are not automatic. A full refund will not be given for a cake that has been consumed as this will be deemed that the cake was suitable for consumption.
A refund will only be issued where agreed if the cake is returned to us in its original condition and we agree that it is not suitable. We are not responsible for mistakes made by the customer i.e. incorrect /misspelled names or incorrect choice of cake. We always take photographs of the cakes prior to delivery /collection and also when the cake is set up at the venue.
Some complaints may require further investigation and an immediate refund may not always be possible. Cakes, or part of cakes and cupcakes, must be returned to us within 24 hours 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. If you are complaining for a refund you must return at least 75% of the uneaten product within 24 hours of delivery/collection.
We do not refund for customers that have simply changed their mind or if the cake has been damaged out of our care.
We do not accept complaints for not liking the taste of our products mainly because individual's tastes are different.
Please note we can only deal with the customer who originally placed the order.
Cake Stand Hire
A security deposit is payable with the final balance. It is the responsibility of the client to return the cake stand to the premises of Cakes by Louisa undamaged, within three days of the wedding. When the cake stand is safely returned, the security deposit will be refunded. If the stand is not returned or returned damaged, the cost of a replacement stand will be deducted from the security deposit.
General
All designs and intellectual property rights remain the property of Cakes by Louisa.
We reserve the right to use images of your cake for any form of advertising and promotion, including web-based promotions, social media, brochures, galleries and competitions.
Privacy Policy
Cakes by Louisa is committed to protecting your privacy. We only hold the minimal personal data required to fulfil your order. Your data is held solely to facilitate your order and for the purpose of effective communication between the customer and Cakes by Louisa. We do not sell, lease or pass on the information you provide to third parties, unless legally required to do so.
Payment Processing – we work with trusted third party payment processing providers in order to securely take and manage payments.
We take appropriate security measures to protect your personal information. All digital information held by Cakes by Louisa is held on an iPad or phone which is password protected. These passwords are updated regularly and the devices have the relevant security software.
We will keep your information for as long as we need it for the purpose it is being processed and our obligations under other laws.
You do have the right to ask at any time about your data and how it is used. Please contact us if you have any concerns.
