Delivery Terms and Conditions

CANCELLATIONS/REFUNDS:

Ordering, Delivery, and Refund Policies for Cakes and Treats

Please be aware that our preparation process involves ordering ingredients, creating parts of your product in advance, and expending labour. Additionally, we incur fees from our online platform, payment processing software, and administrative services. Our booking calendar operates on a first-come, first-served basis based on deposit or invoice payment, not the receipt of the invoice. We are always here to offer advice on cake designs, flavours, and icing types. However, please keep in mind that the final choice is yours, and individual taste preferences can vary, which may influence your overall experience.

Bespoke Cakes: To secure your booking for a bespoke cake, full payment of the invoice is required. In the event of cancellation, since production time has been allocated that could have been offered to another customer, we cannot issue a cash refund. 

Due to the nature of our business, refunds are not provided, even in cases of force major (e.g., a pandemic,). However, we can offer to postpone your cake or products to a later date or provide store credit valid for 12 months. No cash refunds are issued on online orders or bespoke cakes. 

Wedding Cakes: To secure your wedding cake, a 50% deposit of the total amount is required. The remaining balance is due one month before the wedding date. If the final payment is not made by the due date, we may cancel your order and retain the initial 50% deposit. This deposit covers our time for planning and design, as well as platform fees, administration costs, and payment processing fees.

If your wedding date changes, we are happy to reschedule your order to the new date.

If you need to cancel after full payment has been made, the remaining 50% of the total price can be applied as store credit for future orders or refunded (minus transaction fees). Cancellations must be made at least one week before the due date to qualify for a refund; otherwise, no refund will be issued.

Incorrect Online Orders: If you select the wrong date when placing an order online, we are unable to issue a refund. Instead, we will honour your order for the rescheduled date.

Due to the labour and ingredients that have gone into creating your delicious order, we are not able to complete a store credit or cash refund if you cancel your order within 72 hours.

Product Handling: Orders placed outside or in direct sunlight during an event may melt or deform due to heat. We are not liable for any issues with the product once it has been delivered or picked up. Please ensure your vehicle is clean and free of items that could potentially damage your order. Cakes are fragile, so drive carefully and slowly.

Product Quality Issue: We take great pride in the quality and care of our products. While we strive to meet all expectations, please allow for ‘artistic tolerance’ due to the handmade nature of our items.

Before Serving/Consumption: If you encounter any issues, please inform us as soon as possible. We will attempt to rectify the issue before your event. If we cannot provide a remedy before the event, we will consider offering a replacement or compensation proportional to the issue. Full compensation is only possible if the cake or product is retained in its original condition and has not been touched, cut, or modified.

Our icings, including Italian Meringue Buttercream and Cream Cheese Buttercream, are made with butter, which solidifies in the fridge. To enjoy the best flavour and texture of our cakes, we recommend letting the cake sit at room temperature for at least 1 hour before serving.

Delivery Terms and Conditions: Please read our Delivery Terms and Conditions carefully before booking a courier. As our products are perishable, we are not responsible once your order has been collected from us. Someone must be available to receive the delivery. If no one will be at home, please arrange a safe location for the order to be left. If your delivery location has a coded gate, you must provide the code when placing your order. Failure to do so will result in the delivery being unable to proceed, and your order will be returned to our kitchen. In such cases, a new order will need to be placed at your expense.

If the recipient is not home and no contact can be made, the courier will attempt to leave the order in the safest place possible. Please note that you are responsible for the selected delivery time. We are not liable for any damage that may occur during delivery or for any costs associated with re-delivery.

Customers assume full responsibility for their order once it has been collected. Any concerns about your cake must be addressed immediately upon collection. By collecting your cake, you confirm that you are satisfied with its condition. While we are happy to provide advice on how to transport your cake and cupcakes, we cannot offer refunds or repairs for any damage that occurs after the order leaves our kitchen. It is the customer's responsibility to handle and transport the cake and cupcakes carefully.

We take great care in crafting your treats and hope they arrive in perfect condition. If your order arrives in less than-ideal shape, please contact us immediately with photos so we can address the issue with our couriers.

During/After Serving/Consumption: If an issue is discovered during or after consumption, we understand that immediate feedback may not always be possible. We cannot offer compensation for fully consumed items. Partial compensation may be considered for issues related to design, flavour, or quality, and will be proportional to the issue. Please provide photos or return any uneaten portions of the cake or product for consideration.

All replacements, credits, refunds, and compensations are subject to the Claire’s Secret Kitchens discretion.

By booking and paying a deposit or any amount via our online store or otherwise, you agree to the terms and conditions outlined above.Thank you for understanding and agreeing to our Terms and Conditions, we look forward to being a part of your celebration and creating your dream cake.

Bringing Joy One Bite at a Time,

Claire’s Secret Kitchen xx