Customer Service

Shipping & Delivery

We do not make a profit on deliveries, which means you pay less to have the perfect birthday cupcakes or wedding cake couriered directly to your home. Please note that while we aim to deliver your chosen cake to your door in top condition, we cannot be held responsible for problems encountered during shipping. If any problems arise and the goods will arrive damaged, please take a photo and send it to sales@candycakes.com as we cannot process any refunds without a photo proof.

When placing an order for delivery, please be sure to provide a telephone number on which our driver can contact you or the recipient should there be any problems in delivering the order.


Privacy & Security

We are committed to ensuring that your privacy is protected and we will take all reasonable precautions to keep your personal information secure. We will use any personal information you provide us for the purpose of fulfilling your order, for market research and for statistical analysis. We may share this information with our service providers and agents for this purpose.

We would also like to contact you by telephone, email or fax to notify you of products and offers that may be of interest to you from time to time. We will ask you whether you consent to receiving such information from us at the time that you provide us with your personal information.

We do not sell, rent or transfer your personal information to third parties for their marketing purposes.

You have a right to ask for a copy of your information (for which we may charge a small fee) and to correct any inaccuracies in your data.

 

Returns & Replacements

Once the cake has been delivered and accepted we cannot offer returns due to health & safety reasons.

Please check your delivery upon receipt and should it arrive damaged please take a photo of the damage and send it to eatcake@cakenology.com. If the damage is substantial you will receive either full or partial refund. However we cannot process any refund without a photo proof. It is the customer's responsibilty to check the delivery upon collection. We will do our best to try and fix the damage for you or repeat the order for you for the next day if possible. However it is extremely important that we receive the proof of damage.


Ordering

We need at least 24 hours notice for all orders unless stated otherwise, which can be processed during the telesales opening hours.

You can order any of our creative birthday cakes or wedding cakes online, via email or over the phone, and we’ll arrange for the order to be delivered to any address within the M25. Charges may vary depending on your location within the Greater London area.            

Please check our cake delivery prices online and read our FAQ section before placing online orders for our special custom cakes or gourmet birthday cupcakes.


Payment, Pricing & Promotions

The price to be paid by you for any Products will be as quoted on our Site except in cases of obvious error. We are under no obligation to provide the Product to you at the incorrect (lower) price, even after we have sent you an invoice, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as an incorrect pricing.

Our prices include VAT but exclude delivery costs, which will be added to the total amount due before completion of your order.

Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an invoice.

Payment for all Products must be by either PayPal account or credit or debit card and those accepted by PayPal  on the date when your order is placed.


Updating Account Information

We may require you to change your user name or any other information which permits you access to purchase Products from the Site.