Terms and conditions
Last updated July 2024
All sales made by Coco Loco Cakes are subject to the following terms and conditions. Nothing contained within these terms and conditions affects your statutory rights as a consumer. If there is anything you don't understand please feel free to contact us on cocolococakes@gmail.com
1. Booking Fees
1.1. All orders require a deposit of £30 for orders over £50 or £10 for orders under £50. For cake orders with less than 1 weeks’ notice the full cost of the order must be paid at time of booking.
1.2. All booking fees must be paid within 7 days of the booking form being sent; dates cannot be held open without the booking fee. After 7 days, if no fee has been received then the event date will be released and another booking may be taken, which may mean we are no longer able to accommodate you.
1.3. All orders are only confirmed when the booking fee has been paid.
1.4. Deposits are non-refundable for cancellations within 30 days of the collection/delivery date and are only transferrable in certain circumstances. See Section 12.
2. Payment Schedule
2.1. The final payment is due 5 days before your collection/delivery date. The due date will clearly be stated on the bottom of the booking form and a reminder will be sent when the final balance is due. This is then non-refundable in the event of a cancellation.
2.2. If the final payment is not received by the due date, then we have the right to cancel your booking. The booking fee paid to secure your date is then non-refundable and non-transferable and we may no longer be able to accommodate your booking.
2.3. All payments are to be made by BACS transfer.
3. Cake Details
3.1. Once the booking form has been sent, please review all the details carefully especially; cake tier sizes, flavour choices, spellings of names, design, allergen information and delivery details if applicable.
3.2. The cake will be made according to the booking form and therefore it is imperative that all details are checked carefully. Any errors not picked up on the booking form before the cake is made will not be considered to be our error.
4. Decorative Items Supplied By Third Parties
4.1. We cannot be held responsible for delays on items being supplied from other companies e.g. cake toppers, figurines.
4.2. If ordering items yourself, we cannot be held responsible for any errors in size, shape or design as the ordering has not been carried out by ourselves.
4.3. We reserve the right not to use anything supplied by a third party if we feel it’s unsuitable.
5. Alterations To Orders
5.1. We are happy to make alterations to your cake design and order up to 4 weeks prior to your event date. Whilst every effort will be made to accommodate changes to the design, please note that changes within 4 weeks of the event cannot always be guaranteed.
5.2. Changes to cake designs may be subject to an additional cost. This will be discussed with you when making the changes. We reserve the right to increase a quoted price in the event you request a variation to the work agreed.
5.3. Please take the time to check the new copy of the order form with the amendments carefully and let us know by return if any changes are needed. See section 4.
6. Collection Of Cakes
6.1. Cakes more than 2 tiers tall or with intricate decoration or sugar flowers are not suitable for customer collection.
6.2. Cakes that are collected by the customer are always boxed for transportation. We will provide full instructions on the care and handling of your cake. A signature is required upon collection confirming that you have received your order in perfect condition and as specified. We do not take any responsibility for any damage that may occur to the cake once it has left us.
6.3. We advise cakes to be placed on a level, steady surface for transport e.g., in the passenger footwell of your car. We are happy to place the cake safely in the car for you if required. The cake should then be stored in the box and out of direct sunlight.
7. Delivery
7.1. If the delivery time needs to be changed, please advise us as soon as possible – depending on other orders on the day of delivery, we cannot always guarantee a change of delivery time will be possible.
7.2. Local delivery is free of charge within 5 miles of HP1 1RT. Other journeys are charged at 75p per mile for the return journey (mileage is calculated based on Google maps mileage).
7.3. It is your responsibility to ensure you have given us the correct delivery information and delivery time. This will be on your cake booking form so please check it carefully.
7.4. It would be very rare, but on the event day we may be faced with a ‘force majeure’ e.g. severe weather conditions, public unrest, or other unexpected events that may make delivery to your venue impossible. You can be assured that we would always do our best to deliver as prearranged, but some circumstances would be out of our reasonable control.
8. Non-Edible Elements
8.1. Most of our stacked cakes will contain non-edible elements such as plastic dowels, flowers, or cake toppers. We will advise you of any non-edible elements that need to be removed during cutting.
8.2. As we will not personally be cutting the cake, we cannot accept any responsibility for any non-edible elements not removed prior to serving.
9. Shelf Life
9.1. We recommend our cakes be eaten within 3 days of the event for them to be enjoyed at their best.
9.2. Left over cake can be frozen if you would like to, we can discuss this with you.
10. Allergens & Special Dietary Requirements
10.1. All allergy and special dietary requirements should be conveyed to Coco Loco Cakes. It is the customer’s responsibility to make us aware of any special dietary requirements that need to be accommodated in the making of the cake.
10.2. Unless otherwise stated, all cakes contain; gluten, butter and eggs and are made in an environment that handles; nuts, soya, and alcohol. Vegan, gluten-free, nut-free, and dairy-free cakes can sometimes be made on request; however, we cannot guarantee that these cakes will not contain traces of these ingredients due to the nature of the product.
10.3. We would recommend anyone with a severe nut, dairy or gluten intolerance does not eat our cakes.
10.4. We will provide full allergen information with the cake upon delivery to the venue.
10.5. Coco Loco Cakes accepts no liability for customers suffering allergic reactions from eating our cakes.
11. Publication & Promotional Rights
11.1. The company, Coco Loco Cakes is the sole designer and owner of the final cake design. All rights in any original designs created and designed by us shall remain the exclusive property of Coco Loco Cakes.
11.2. From time to time our designs are published in the media e.g. wedding magazines, websites, and blogs. We reserve the right to use any image of a customer's cake made by the company for publication after the delivery date unless previously agreed in writing between us and the customer.
11.3. The customer has no ownership rights over any cake design. Exclusivity of cake designs between our customers is not guaranteed.
12. Cancellations/Refunds
12.1. The deposit is non-refundable and non-transferable in the event of cancellation within 30 days of the collection/delivery date.
12.2. Cancellations with less than one weeks’ notice are subject to full payment. If this has not already been paid then the final balance will be immediately payable upon cancellation. This final payment is non-refundable in the event of cancellation if that cancellation occurs within one week of the collection/delivery date.
12.3. There may be a rare occasion when Coco Loco Cakes needs to cancel an order due to exceptional circumstances beyond our control*. In this case, as much notice as possible of the cancellation will be given and any monies paid, including deposits will be refunded. If required, we will also assist in finding a replacement baker of the same high standard to make your cake for you.
*This does not include a force majeure that may occur on the event day.
13. Complaints
13.1. In the unlikely event there is an issue with your cake, it must be brought to our attention within 48 hours of the cake being delivered so we can be given the opportunity to assess the nature of the problem. We would take any complaints very seriously.
13.2. If the compliant is regarding the quality of the cake, we may ask for the cake or the remainder of the cake to be returned to us within 48 hours of delivery for inspection.
13.3. If the complaint is regarding the design of the cake, but the cake was made according to the order form which has been checked and approved, we cannot be held responsible for any errors not picked up by the customer.
13.4. For any complaints we can only deal with the person who booked the cake originally.
13.5. You must give us an opportunity to resolve the issue and agree not to post any defamatory comments or pictures on online forums or social media channels before discussing the situation with us and allowing us reasonable time to provide a satisfactory solution.
13.6. Once a solution has been reached, you agree not to post any defamatory comments or pictures on online forums or social media at any point in the future. If this happens, we may seek to take legal action against you.
We reserve the right to revise and amend these terms and conditions. However, you will only subject to the terms and conditions in force at the time you place your order with us.
By paying your deposit, you are agreeing to these terms and conditions so please read them carefully.