Terms & Conditions
Full Terms & Conditions for Francesca’s Cakes are detailed below. By paying your booking fee it will be deemed that the terms are understood and accepted.
Our cakes are priced according to design, flavour and size of your cake. They are based upon our high standard of work and the best quality of ingredients used.
Following your consultation/enquiry your quote is valid for 6 weeks. Paying your booking fee secures the date and the price quoted, this prevents any further price increases (except in exceptional circumstances beyond our control). Orders are not secured until a booking fee has been paid, we can only keep your date available for 3 days from the day the quote is given, after that the date becomes free for someone else to book. A quote does not guarantee availability.
Booking Fee aka Deposit
Dates will not be held in the diary without the required booking fee.
Celebration cakes – A 50% is required to confirm your order and to secure your date. If the cake is cancelled or not collected the booking fee is forfeited.
Wedding Cakes – A £50 booking fee allows you to reserve your date and delivery. If the cake is cancelled the booking fee is forfeited.
Payments can be made by Cash or Bank Transfer. We do not accept cheques or debit/credit cards.
Final payment for celebration cakes is payable two weeks before collection. Last minute orders need to be paid in full to be confirmed.
For wedding cakes final payment is required one month before the big day. It is your responsibility to remember to send this payment as a reminder invoice is not always issued.
If your final balance is not paid within time specified on you order form, we reserve the right to cancel your order.
Payment needs to be cleared in our account before the event for the order to be released.
Cancellation & Change of Date
In the event of you cancelling, the booking fee is forfeited, in all circumstance. This is to cover the costs of production of the cake (eg boards, ribbon etc specifically ordered for your cake) and loss of revenue.
Cancellation must be made in writing (by letter or email) to Francesca’s Cakes and will only be deemed to take effect from the date your letter/email is received at our premises. We highly recommend that you take Wedding/Event insurance. If full amount has been paid on your order, and the event is cancelled less than 31 days prior to the due date, 25% of the full amount will be refunded. If order is cancelled 10 days prior to the due date the full amount is forfeited.
If the event is postponed (Wedding or Celebration), we will endeavour to transfer your order providing the date is suitable for ourselves, otherwise it shall be treated as a cancellation. If the cake or its components have been made or ordered this will be deemed as cancellation and treated as per our cancellation terms. Further delivery charges may apply if your venue has changed. No refunds will be given for new dates that we cannot accommodate, please agree our availability for a new date before you finalise it. We reserve the right to add a £20 administration fee to all bookings who change dates as well as a loss of *revenue fee. *A loss of revenue fee will take in to account the work that we have turned away to accommodate your original and subsequent bookings. You will be advised of this fee before we change your booking. Please note, if your booking date has previously been changed, no refunds will be made under any circumstances.
We retain the right to cancel the booking in circumstances beyond our control, such as our own ill health and Personal emergency, during which we will refund any money taken in full.
However, Francesca’s Cakes will not be liable for any failure or delay in performing Our obligations where that failure or delay results from any cause that is beyond Our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, snow and ice, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic/pandemic or other natural disaster, government restrictions or regulation on travel, or any other event that is beyond Our reasonable control. Francesca’s Cakes will not be liable to offer any refunds under but not limited to the afore said, events outside of our Control (Force Majeure)
Alterations & Changes
Your cake is very important to us. Please take the time to check your copy of the order form carefully and let us know if changes are needed, any amendments should be made in writing. Bear in mind that changes to the agreed design may incur a price increase.
Last minute changes cannot always be accommodated. We will endeavour to adjust the design where possible, but sometimes this is not possible according to the nature of the request or amount of notice given. Please let us know when you pay your booking fee if you are undecided on the design.
We reserve the right to change the design of your cake at any point if circumstances beyond our control, may compromise the quality of the finished cake. eg. weather conditions, venue temperature.
We do not recommend ordering a cake decorated with chocolate or buttercream for a summer event, due to the risk of melting. We cannot accept responsibility for any melting of the cake once it has left our possession, as we have no control over the environmental/venue temperature. We can advise you on alternative designs that are less susceptible to melting.
Decorative finishes are created by hand and are subject to the artistic interpretation of Francesca’s Cakes. You may provide us with a photograph for inspiration; however, we make no claim for exact duplication of the work done by other cake decorators or our past work as we strive to make each of our cakes unique for you.
We will do our best to match any colour requests for icing, ribbons and cupcakes cases but we cannot guarantee an exact colour match as when looking on a colour spectrum wheel there can be over 200 shades of any colour as well as taking into consideration other factors such as lighting, background and any other items or clothing near to the cake which can totally change the appearance of a colours. We aim for a perfect match but this may not always be possible. We also cannot guarantee that all the product-lines to be used in the construction of the cake will be available at the time of making (eg when a supplier discontinues an item such as a Cake topper or a particular ribbon colour) we will endeavour to re-design the cake to reflect as closely as possible the original design using replacement products., Although we only use the highest quality cupcake cases, they can on occasion peel away from the cakes. We cannot guarantee this will or will not happen and accept no responsibility if cake cases peel away.
Wedding Cake Tasting
A random selection of complimentary cake sample are provided during the consultation to couples that have saved the date with us. Additional or specific flavours samples can be purchased at an additional cost of £10. If you prefer to try our cakes before securing your date, you are welcome to purchase a sample box at a cost of £15 (random selection) or £10 per flavour if you prefer to choose your own flavours. The fee is payable at the time of booking and non-refundable if order is cancelled.
Our portion guides are intended as a guide only and are based upon 1 inch x 1 inch portions for fruitcake or 1 inch x 2 inch portions for sponge cakes. Wedding cakes portions are based on a venue standard cutting guide of 1″x1″ unless otherwise specified that you will be using it as dessert. If you require a bigger portion size please let us know and we can adjust your order and cost accordingly. Portions may vary according to how the cake is cut.
Allergies & Special Dietary Requirements
Although we can provide cakes that are made without eggs or gluten, unfortunately, as we operate from a kitchen that uses common allergens on a daily basis, we cannot guarantee that there will be no traces present. Francesca’s Cakes accepts no liability from customers suffering allergic reactions from eating our cakes.
We always recommend having sugar flowers for your cakes however you might request the use of fresh flowers (please note these are not included in the price quoted).
We are happy to source fresh flowers ourselves please request this at the time of booking. Unfortunately, we cannot give you a quote on cost of flowers at the time of enquiry as we would need to liaise with our florist to find out their charges. We are happy to work with your florist (for which an arrangement fee is charged within your quote to cover time and travel expenses to liaise with the florist), it is your responsibility to inform the florist that their bill for the cake flowers should be settled directly with yourselves (as it is not included in our price). Please note some flowers are poisonous and not suitable for use on food products, you should notify your flower supplier of your intention to use the flowers on food to ensure that non-poisonous flowers are used. We cannot accept responsibility for issues that arise with flowers sourced by you eg. colour not coordinating with the icing colour. If flowers provided by your florist are sub-standard, we reserve the right to refuse to use them.
We highly recommend that arrangement of flowers on our cakes is done by ourselves, as we cannot accept responsibility for any damage done to the cake by your florist or another person decorating it. Depending on the varieties of flowers used and weather conditions, some fresh flowers might not “live” long out of water therefore might start to die quite quickly, we cannot accept responsibility for the look of fresh flowers after the cake has been set up.
If fresh flowers are being used on your cake, you acknowledge that fresh flowers are not a food product, and may contain pesticides, insects, dirt, or other contaminants. Francesca’s Cakes cannot be held responsible in any form for illness, disease or death due to the use of fresh flowers.
Most cakes contain small proportions of inedible items such as dowels, wires in sugar flowers, Swarovski crystals, flower picks etc, it is the clients responsibility to ensure these are removed by your caterer/guests before consumption.
You or your venue will be provided with an information sheet when you collect or we deliver your cake, which will provide details of non-edible items.
Please note cakes with sponge tiers may not be completed until the day prior to/or the day of the celebration to ensure the cakes are as fresh as possible so it might not be possible to view your cake prior to your collection/delivery day.
Delivery charge is calculated on a mileage, parking charges, Toll Charges and time basis.
If you choose delivery, it is our intention that your cake will be delivered in perfect condition prior to the start of your event. However, in the unlikely event in which delivery is no longer deemed safe or possible, such as in adverse weather conditions, inaccessible roads and/or venue, government restrictions or regulation on travel, and other causes beyond Francesca’s Cakes control, we will contact you as soon as possible to make you aware of the situation. These factors are beyond our control and as such, we cannot be held liable and it will be your responsibility to make collection arrangements. In this event, the maximum compensation will be a refund of the delivery cost.
It is your responsibility to ensure you inform us of your correct ceremony, person to liaise with at the venue, reception time, plus the postcode of the venue and inform us of any adverse road hazards and/or obstacles or parking restrictions or delivery issues that may hamper the delivery and quality of finished cake. (Please note: excessive jarring due to potholes, road construction, or unseen road conditions, could damage the finished product to an unstable and undesirable state.). In the unlikely event of late delivery, the maximum compensation will be a refund of the delivery cost. In the case of an unavoidable occurrence, such as a car accident or poor road conditions during delivery, Francesca’s Cakes cannot be held liable for more than the price of the cake ordered. If cake is not delivered or irreparably damaged due to these circumstances, a full refund will be given for the price of the cake.
Delivery is calculated starting from our premises (return trip). The route taken is at our discretion and will be one deemed the safest journey for the cake. Francesca’s Cakes accepts no liability for cakes that are damaged after they have been delivered to the agreed location. We obtain a signed delivery note by the venue to say that the cake has delivered and set up in perfect condition. (We take photographs of all of our cakes once we have set them up at the venue). Due to the effects of weather conditions (humidity, heat, precipitation, etc.), room conditions, table on un-level ground, insects and other wildlife, wind blowing, undesirable atmospheric items (i.e.: dirt, leaves, branches, etc.), products such as icings, fillings, decorations, etc. may not hold up and cannot be assured satisfactory after delivery and set-up. No responsibility can be taken by Francesca’s Cakes for any subsequent damage once the cake has been set up and/or handed over to the venue. All orders must be thoroughly checked by yourself or a designated person and signature of the Delivery note will constitute acceptance of the cake and these terms. Late requests for delivery (after securing the booking based on collection) will be accommodated where possible, but cannot be guaranteed, as earlier commitments must take priority.
Cake Set up
It is the clients’ responsibility to ensure arrangements are made at the venue prior to our arrival. If any delay is incurred due to the venue not being ready or we are required to go back at a later time in the day, we reserve the right to charge for any delay and travel expenses incurred (such as labour costs, re-delivery plus any compensation required to pay to other customers who’s cake delivery/collection has been delayed as a result). We can leave the cake with the event manager to assemble / move into position if requested. Please note you are responsible to ensure that an appropriate & secure table and environment for the cake has been provided. Cakes are heavy and require a sturdy table, and optimal room temperature of 68 degrees Fahrenheit (20 degrees Celsius) or below. Extra care should be taken ensuring a stable table is provided if you are having a marquee or outdoor event. Please ensure you make your venue aware of this.
All cakes are fragile and require care and attention when handling, storing and displaying to prevent damage occurring. Please tell your caterers to carefully read the care instructions that comes with the cake on delivery or will be provided on collection. When displaying your cake at your event please avoid direct sunlight, spotlights, heaters or candles which could all cause damage to the cake and its decorations.
Francesca’s Cakes offers the option for customers to collect their cake free of charge from us. Not all cakes are suitable for collection and we will make you aware of this at the point of ordering.
In no event shall we be liable to you for any damage to your order once it has been collected by you. All orders must be thoroughly checked before you leave our premises. A Signature of the Information Sheet will constitute acceptance of these terms. Photographs of all our cakes are taken before they leave us.
Collections will be at mutually convenient time, please adhere to it. Any change to this time or date will be by mutual agreement only. Due to the nature of our work, it is not always possible to be flexible because prior commitments and obligations must take priority.
Tiered cakes are most at risk during transport, so please seek our advice prior to collection on how to transport it. Tiered cakes can be very heavy and may come in several boxes. We will not accept any liability for self-assembly cakes that are not assembled properly or damaged during assembly. You assume all liability and responsibility for the condition of the cake once it leaves the possession of Francesca’s Cakes. We highly recommend you check your wedding/event insurance covers cake damage. To ensure your cake is as fresh as possible, we recommend it is collected on the day or the day before the event.
Storage & Best Before Date
Cakes and cake decorations are very fragile items, we cannot accept responsibility for damage that is done to the cake after it has left our possession.
If any damage is done to the cake after it has left our possession, please contact us as soon as possible and we will try and advice you and when possible we might be able to try and repair the damage, which will be priced accordingly.
Our cakes are made entirely of fresh and natural ingredients, because of this they will not have the extended shelf life of supermarket cakes, which contain additives & preservatives to ensure their prolonged life.
Your cake is baked to ensure it is fresh for the date of your event. Decorated cakes should not be stored in a refrigerator as it will cause condensation to form on the surface of the icing. If the cake is not to be displayed straight away, it should be stored in the original box in dry, cool and hygienic condition, somewhere where it will not be moved or knocked.
Decorated rich fruitcakes can be kept for several months if uncut and stored correctly (as above), but sponge cakes should ideally be consumed within 48 hours of receipt. Once cut store cake in a cool, dry, airtight, hygienic condition and consume within the 48 hours to enjoy at its best. Cakes containing fresh cream or cream cheese need to be refrigerated, once taken out of temperature control consume within 4hrs, any leftovers must be discarded. Consume any cakes containing fresh cream or cream cheese within 2 days.
If you would like to freeze your sponge cakes please bear in mind that it will affect the visual appearance of the icing, as condensation will form upon defrosting. Food hygiene recommendations recommend that food should only be frozen for a maximum of 3 months. We recommend wrapping the cake in greaseproof paper and several layers cling film and to remove as much air as possible, then stored in an air tight container before freezing. The cake should not be refrozen once defrosted.
Hire of Cake Stands /Accessories
We have several styles of cake and cupcake stands available to hire as well as cake knives for our wedding couples. Please enquire for hiring costs. Also a refundable deposit applies for each item hired. Items hired need to be returned to us within 3 days after your event.
The deposit will be reimbursed in full on safe return of the hired equipment and all fixtures provided there are no missing parts or it has not suffered any damage whatsoever. Damage includes: cuts, chips, scratches, breakages, cracks, rips, tears, dents, bending, staining and discolouration.
If you are unable to return it personally you can choose to post it back or arrange for us to collect it. If you choose to post it, please use recorded post to ensure the safe return to us, it is your responsibility that the items are returned to us. It is also your responsibility to ensure it is appropriately packaged to prevent damage during postage; we recommend plenty of bubble wrap, securely taped the item and a sturdy box to prevent against drops and knocks during transport.
If the item arrives to us damaged we will not refund your deposit, we will take photographs and send them to you to assist in your claim with the carrier company. If you prefer for us to collect the item from the venue let us know and we can let you know charges (which will depend on the distance of the venue). If the item or part of the items are left at the venue for the event manager to return or for us to collect without prior arrangement, then your deposit will be kept by us to pay for this.
If you have concerns about your cake, please notify us upon collection/delivery/inspection so that we have the opportunity to rectify it in time for your event. If the cake is being delivered, we highly recommend you appoint a member of the family/event manager as the designated point of contact for the day, to help ensure the cake is checked over before we leave.
All other concerns should be made in writing and evidence of the fault should be included. Complaints will not be dealt with on the telephone or face to face, we require everything in writing. Full refunds will never be given for any cake which has been consumed or partially consumed regardless of dispute, as consumption of the cake is viewed as your acceptance that the cake is adequate for the purpose for which it has been supplied. All cakes delivered to venues are photographed from different angles to show cake quality, surroundings and placement of cake on delivery.
We do not accept any responsibility for loss or damage to the cake or items with the cake such as knives, decorations and stands or any human intervention once the cake has been delivered and set up at venue or collected from our premises. No refunds are given due to change of mind. If you are not happy with the aesthetic of your cake on collection/delivery please let us know before signing the information sheet and we will be happy to give you a full refund. Signing the information sheet is deemed as your acceptance that the cake is aesthetically acceptable.
All complaints should be addressed in writing to:
Francesca’s Cakes, 89 Greenacres, Palmerston, Barry, Vale of Glamorgan CF63 2PL
From time to time our designs are published in national magazines and other publications, as well as internet sites; we reserve the right to use any image of a cake made by Francesca’s Cakes for publication at a later date.
We reserve the right to change or update our terms and conditions without prior notice