FAQ 

Terms and Conditions

Please find below my terms and conditions by placing your order with Calley's Cakes you are agreeing to the following terms and conditions in full so please read carefully.

 

Q: Can I have my cake delivered or can I collect? 

A: We offer a free local delivery service within 10 miles of Burgess Hill for all orders over £75. Contact me for delivery prices for a further distance. Delivery times will be given usually between 10am-2pm we do not deliver after 2pm on a Saturday or offer Sunday deliveries. We aim to deliver on time but cannot be responsible for traffic delays so please order your cake to be delivered the day before if time is an issue. We advise booking a time at least 4 hours before your event commences. If we cannot deliver your cake for any reason you will be informed at the earliest time and collection must be arranged. Please note we do not deliver during extreme weather so please make alternative arrangements for your cake to be collected and we do not take any responsibility for failure to collect/deliver. 

Collection is available from Burgess Hill for cakes two tiers and under at an agreed time slot only please arrange this at time of booking. If you miss your allocated time you must let us know as your order may not be available for later collection.

Calley's Cakes will not be responsible for the cake once it has been collected, we recommend placing the cake on the foot-well or in the boot of a car on a non-slip mat. We will not be held liable for any damage caused to your cake once collected. 

We will deliver and set up ALL wedding cakes and cakes 3 tiers and above. We do not accept collection for any wedding cake as we like to ensure the safe arrival and ensure the cake is displayed correctly and we may need to add finishing touches at the venue.. We will make every possible effort to create and safely delivery your cake. We require a minimum of one and a half hours to set your cake up some designs may take longer. Ideally we like to set your cake up 4 hours before your event minimum. Once delivery and set up is complete Calley's Cakes shall not assume any responsibility for your guests', florist's or any person's acts with regard to your cake. Calley's Cakes shall have no responsibility for the condition of the cake once delivered to you or your venue. High temperatures can adversely affect your cake. It is your responsibility to arrange with the venue an appropriate spot for the cake, out of direct sunlight and away from unnecessary heat. 

 

Q How do I store my cake after delivery/collection and how long will my cake last?

A. Your cake should be eaten within 24 hour of delivery but may last you a further 2-3 days if stored correctly.  Cakes should be stored in the box provided at room temperature out of direct sunlight if uncut or in an airtight container if cut.. If you have a buttercream or naked cake please wrap the box in clingfilm if required to be stored overnight to reduce the cake drying out.  DO NOT put your cake in the fridge as this will dry out your cake and/or cause your cake to sweat. If temperature is very high and your cake is starting to melt store in the fridge for no more than one-two hours or until firm. 

If you wish to save some leftover cake our cakes can be frozen our advice is to ensure the cake is portioned and wrapped in clingfilm and placed in an airtight container before freezing. To defrost leave the cake wrapped till fully defrosted before unwrapping for consumption. We advise to freeze for no more than three months.  

 

 

Q: I have an allergy/intolerance can you cater for me?

A: I have full allergy training from the food standards agency however I do work from my own domestic kitchen so although I am happy to make a cake using free from ingredients and take all precautions to prevent cross contamination other food stuffs are cooked in my kitchen on a daily basis so I cannot guarantee completely allergen free as and such it is your responsibility to ensure this is passed to your guests and Calley's cakes holds no responsibility for any reaction that may occur. Please contact us to discuss any free from ingredients you wish to use. We have personal experience in dealing with nut, dairy allergies and Coeliacs disease on a daily basis. Please ensure all allergy information is given via our order form and shown on your invoice.

 

Q: How do I pay for my cake?

A: I accept cash or cheques made payable to Calley's Cakes or you can pay through BACs upon receipt of your invoice. If you wish to pay by card please contact us for a payment link. ALL cakes must be paid for before taking receipt of your cake and a non-refundable deposit/booking fee is to be paid of 50% of the total price to secure your booking.Wedding cakes/Large cakes must be paid in full 14 days prior to the event and if not paid Calley's cakes reserve the right to cancel your order. Absolutely no refunds will be made within 14 days prior to the event. Card payments are accepted in person or online at request.  ALL payments must include your name as reference. If you fail to provide your name as reference and we cannot match your payment to your order your cake may not be booked in and we may cancel your order.

 

Q: I want to make changes to my order

A: You may request changes up to  three weeks  before your event for celebration cakes and two months before on wedding cakes after this time changes cannot be guaranteed. Please be aware changes may result in additional costs. All wedding cake orders will receive an emailed invoice/order form please check this thoroughly to ensure it has ALL the correct information for your order as this is the what we work from when making your cake. Date changes are subject to availability should we be unable to move your cake to a new date within one year you will forfeit any deposit paid and an admin charge for new designs may apply.

 

Q: I want to put fresh flowers/toppers on my cake can I do this?

A: I am more than happy to work with your florist and other suppliers however it will be your responsibility to ensure the flowers and toppers are food safe and free from pests, chemicals, dirt and other contaminants. Please check all flowers are non toxic and non poisonous with your florist. I do have a list of florists I can recommend and have worked well with and can arrange these on request. We will not be held liable for any damage caused to your cake by a floral arrangement. We are happy to add flowers provided to your cake however they must be suitable and we do not take any responsibility for identifying suitability of flowers that are not provided by us. We highly recommend using edible flowers to ensure safety for you and your guests.

 

Q: Will you use my cake in photographs?

A: Calley's cakes reserve the right to use any cake we make for our own reference, photographs, advertisement and promotional use without compensation to you. Please be aware this also includes photo cakes and edible images you may order. For professional photographs we will always try to include the photographers details.

 

Q: will you provide a cake stand?

A:  Calley's Cakes have a limited number of cake stands available for hire - the rate is £15 for 3 days with a £30 deposit upon return in the same condition. All cake stands must be delivered to my address in Burgess Hill which can be provided on request. Failure to return your cake stand within 3 days will result in forfeit of your deposit as I have a limited number and will have to replace if not returned promptly.

 

Q: will my cake be exactly as requested?

A: Cake design is a creative and organic process Calley's cakes aim to replicate and design to your request however there may be minor differences but we aim to exceed you expectations and work with you to make sure you are satisfied. preview photos can be available before collection/delivery however as I make my cakes as close to your event as possible to ensure you have a fresh great tasting cake these may not be available till the day of your event. Calley's cakes reserves the right to make minor alterations to the design requested and colour matching although aimed for is not guaranteed. 

 

Q: I'm not happy with my cake what do I do?

A. In the rare event you are not happy with your cake you must tell us on delivery/collection of any decoration issues, if you are not happy with the cake inside you must contact us on the day of the event so we are able to test the cake on the day. We aim to repair or replace the cake before your event. When booking your collection /delivery time please allow at least 4 hours prior to your cake being required. We strongly advise you check your cake on delivery/collection or ensure there is a responsible person there to do this on your behalf. Many issues can be fixed on site and by accepting the cake on delivery/collection you are accepting you are happy with your cake/ Additional charges may apply if we have to have the cake returned to rectify any decoration issues that we were not notified of on collection/delivery. We take no responsibility for damage not caused by us and any repairs will be made subject to availability. For us to consider any refund amount the cake must be returned to us. No refunds will be given if the cake is not returned or we were not notified of an issue on collection/delivery or on the day of the event. We do aim to carry out a full investigation of any complaints made and if any refund is agreed this will be made within 28 days.

 

Q: How do I leave a review, check what others have said about your cakes?

A: You can leave a review on our Facebook page at present we have 5* reviews from our previous customers, you may also leave us a review on google and our wedding listings.

 

Q: What qualifications do you have? 

A: I have a level 2 city and guilds accredited food safety and hygiene, health and safety training, allergy training and my kitchen is registered with the local council and been given a 5* hygiene rating. I have also won a muddy stiletto award for best local producer (food and drink) and best wedding cake designer Sussex. I have undertaken some sugarwork courses from professional cake decorators such as Alan Dunn, Carlos Lischetti, Zoe's Fancy Cakes and Paddi Clark.

 

Q: Can I sample your cakes before buying?

A: Yes you can book a wedding consultation the cost is £15 refunded on the price of your cake if you book. If you wish to sample for a celebration cake we can arrange cupcakes for collection with enough notice. We only do face to face consultations for cakes over £350. contact us to learn more about this. You can also come to one of our events where you can taste samples and see examples of cakes I have made, keep up to date with us on our social media platforms for details of the next event

Q what happens in the event of a cancellation ?

A. In the rare event your order is cancelled - We reserve the right to cancel any order due to our ill health/circumstances beyond our control, if this does occur we will try to find you a replacement cake maker, we have over 60 local cake makers contacts and we aim to make sure you have your order provided. if we cannot find an alternative registered and insured cake maker to subcontract out to and we have cancelled due to our own fault or illness we will refund your deposit in full.

We reserve the right to cancel/refuse an order at any point if unreasonable behavior is experienced and we reserve the right to inform other suppliers and/or authorities if we feel that a client or clients associates have threatened or endangered the safety or reputation of Calley's Cakes, our family, associates and/or fellow suppliers. We do not tolerate threats, abuse or violence of any kind and any attempt to do so will be reported.

If your event has been cancelled or you wish to cancel your order please contact us we may be able to transfer your order to a new date subject to availability and depending on amount of notice given (an admin charge of up to £100 may apply for new designs) Any deposits paid are non-refundable after an initial 14 day cooling off period after booking.  Full payment is required if your event is cancelled within 14 days of the event. We strongly advise your purchase insurance to cover in the event of illness or event cancellation. 

We shall not be liable to you for any failure or delay in supply or delivery or for any damage or defects that are caused by any event or circumstances that is beyond reasonable control (including but not limited to extreme weather, acts of god, strikes, lock outs or other industrial disputes)  

 

 Privacy Notice

 

This privacy notice sets out how Calley's  Cake's  uses and protects any information that you provide. Calley's Cake's  is committed to ensuring that your privacy is protected. Should you be asked to provide information from which you can be identified, it will only be used in accordance with this privacy notice. Calley's Cake's may change this privacy notice from time to time so you should check it occasionally to ensure you are happy with the changes. This privacy notice is effective from 25th May 2018.

 

What information we collect

We may collect the following information from you directly in writing, by telephone, by email, via social media accounts or face to face - your name, your address including your email address, you telephone number your preferences and interests in connection with our business and other information relevant to customer surveys and/or offers.

 

How we use your information

We will process the information you provide under one or more of the following bases :

 

Contractual performance - to complete a contract we may have with you in connection with our business.

 

Legal obligation - to enable us to comply with the law.

 

Legitimate interests - where the use of your information is within the legitimate interests of our business, including :

* the provision of information regarding our existing products;

* activities related to the development of our product offering; and

* activities undertaken to improve the service we provide and to help our business grow.

 

Consent - where you have provided your clear consent for us to use your information for a particular purpose.

 

Why we use your information

We may use your information for the following purposes :

* to undertake our day to day business activity;

* to maintain internal records;

* to improve our products and services;

* to send you occasional promotional emails in connection with our business; and

* to contact you for market research purposes.

 

Security

We are committed to ensuring that your information is secure and therefore have appropriate procedures in place to safeguard the information you provide.

 

Retention of your personal data

We will keep your information only for so long as is necessary for the purpose for which it was originally collected. Whenever you advise us of any change to the information you have provided, we will update our records as quickly as possible.

 

How we share your data

We do not share your information with any other party.

 

Your rights

You have the right to withdraw any consent that you may have provided, to object to the use of any of your information, to request the correction or removal of any of your information and to request details of your information that we hold. In such circumstances, please contact us by email at calleyscakes@hotmail.com or by telephone on 07792263042.

 

If you have a complaint about the way we use your information, you can contact the Information Commissioner’s Office at www.ico.org.uk or on 0303 1231113 or 01625 545745