Terms and Conditions

By ordering from Em Cakes, including online via the Website, Emails, WhatsApp, Social Media Messages and In-Store purchases, you agree to be legally bound by these Terms and Conditions.

PAYMENTS & DEPOSITS

Cakes and Cupcakes: We require a full prepayment for products featured on the website to confirm the order.

Wedding Cakes and Desert Table: We require 50% deposit and is due 4 weeks prior to the cake delivery as specified on your order form. The final balance specified on the invoice must be paid by the Buyer at least 2 weeks before the delivery date. A reminder of the remaining amount will be emailed to you no less than 2 weeks before the payment due date. Failure to complete payment 2 weeks before the delivery date may result in your order being cancelled and your date being made available to someone else.

Payment Methods: Debit, Credit, Paypal, Apple Pay, Bank Transfer. We do not accept cash.

REFUNDS & CANCELLATIONS

For cakes and cupcakes:

  • For a full refund, cancellation must be made within 7 working days prior to your order collection or delivery date. To cancel your order please contact info@emcakes.co.uk. Verbal communication is not acceptable for cancellation. For any later notice of 3 working days, no refund is applied. If you would like to change your date, we will do our best to accommodate.

  • For partial refund maximum of 50%, cancellation must be made within 5 working days prior to your order collection or delivery date.

  • No refund shall be made should the delivery address not put correctly or fully by the customer leading to the item to be lost or left at the wrong premise, or address. More details are in the Delivery and Collection.

For Wedding Cakes and Desert Tables:

  • Deposit is not refundable with less than 6 week’s notice. The remaining payment is not refundable with less than 4 week’s notice. In the unlikely event that your event date is changed, we will do our best to accommodate the new date subject to availability.

Received Items: we do not accept returns once your order has been collected or delivered and refunds are only issued if you receive the wrong item.

  • For orders that have already been received and do not deliver the specific taste preference, i.e. sweetness level, particular texture, or various decorations parts that do not have the same taste as the internal sponge and buttercream due to the larger amount of food colouring or additional decorations elements required to make such decorations, no refunds shall be made.

  • Damage during transportation/delivery either by the customer or external courier: No refunds shall be made: Once the cake leaves our premise (the store), we do not hold responsibility for damaged cakes during transportation. We recommend you to personally pick up your order from our store in West Hampstead and we will instruct you how to handle the cake upon collection.

  • For items with a partial fault upon collection or delivery including the cake content and/or the decorations, a partial refund will be issued.

  • For items that require proper storage upon delivery, any damage caused by the failure of storage arrangement such as cold room or fridge, we won’t be responsible once the item is safely delivered.

  • Food Colouring and Staining Disclaimer:

    While we take care to use high-quality, food-safe colourings in all our products, please be aware that some colours may cause staining on certain surfaces, clothing, and skin. Darker and more intense hues require a higher concentration of edible food colouring, which increases the likelihood of staining. This is especially true for colours like red, navy blue, black, dark forest green, hot pink, and other rich, vibrant tones.

    By purchasing our products, you acknowledge that we are not liable for any staining that may occur from handling or consuming items with these colours. We recommend exercising caution when eating or serving cakes with these strong hues, especially for young children or on delicate fabrics, furniture, or surfaces that may retain stains.

    To minimize staining:

    • Avoid contact with light-coloured fabrics, linens, and furniture while consuming cakes with intense colors.

    • Clean any spills immediately with warm, soapy water to prevent staining on surfaces.

    • Use care when consuming these items, particularly around young children.

    Thank you for your understanding as we work to provide beautiful, vibrant cakes while ensuring a pleasant experience for all our customers.

ALTERATIONS

Alterations and amendments must be submitted via email no later than 7 days for occasions cakes and 3 weeks for wedding cakes prior to the booked date.

We will assess the request for an alteration, and endeavour to make alteration where possible dependent on the design and amount of notice given. We will let you know its effect on the price and any agreed timetable.

We reserve the right to change the design at any point if circumstances beyond our control compromise the quality of the finished product. e.g. weather conditions. We will let you know of any such changes and we will do our best to keep changes minimal.

THE PRODUCT

Cakes should be consumed within 48 hours of receipt and kept refrigerated once cut.

Our cakes sometimes contain non-edible items, such as internal support structure and decorative items such as fresh flowers, Kids toys. These must be removed before serving or eating.

For wedding cakes with fresh flower decorations: we do not guarantee to match the exact colour and flower types unless flowers are provided by your chosen florist. We can only try to arrange the best possible match for your theme, depending on the availability of flowers.

ALLERGIES AND SPECIAL DIETARY REQUIREMENTS

We offer various dietary options, however, customers are advised that some of the cakes and flour confectionery may contain eggs, gluten, milk, gelatin, colours, flavourings and may have traces of nuts. All cakes are made in an environment where gluten and nuts are present, so there is no guarantee they are risk free.

PICKUP & DELIVERY

Pickup: If the cake or products are collected from us, we cannot be held liable for any damages to the cake or products once they have left our premises. The collection vehicle should have a flat surface and be clean and tidy. This is the responsibility of the Buyer. The cake or products can be very fragile so we advise to drive very slowly and carefully and purchase non-slip matting.

  • Late pickup: if you do not come on time for your order within the time slot stated under the booking confirmation, it will be held with us for another extra 24 hours during our opening hours. No cakes are to be picked up outside the opening hours.

Delivery: We cannot be held liable for any damages to the cake or products we have delivered once we have delivered or delivered and set up the cake at the venue or delivery location and received a signature for the safe receipt of the goods on our delivery note or a photo proof (we will deliver with a delivery note - including, time. place of delivery, any inedible items to be removed, and consumable period).

  • Storage and Handling: You are responsible for arranging with the venue regarding the expected delivery, storage and handling of the completed cake.

  • Wrong Delivery Details: We also do not hold responsibility for the order being delivered to the wrong address or lost or missing if the customer do not put the correct or the full address required when placing the order. For example, if the address might not specified with the flat number or the venue/hotel name. We will try to reach out to you via an email or UK phone to get the update but if we do not hear from you, we will not be responsible for the lost or missing item should it be delivered to the wrong address. No refund will be made.