When ordering from Khaos Cakery Ltd you agree to the following Terms & Conditions.
Due to the ongoing covid-19 situation we have temporally amended our terms & conditions to offer improved reassurance for anyone booking a cake order in advance: In the event of a government mandated shutdown and we are unable to operate, we promise to refund your order in full if more than 72hours out from your collection, or hold it for a date in the future of your choosing (whichever option is preferred by the customer). If a customer needs to cancel an order due to any
other circumstances, it will be subject to our standard T&Cs.
Payment is required to confirm all phone and online orders and until payment is received in full your order cannot be guaranteed. For orders booked via a pro forma invoice payment is strongly recommended, we reserve the right to cancel any order still awaiting payment 36 hours from the delivery date. Issuance and receipt of your invoice is taken as confirmation of your order. As we may have had to turn away other customers and start preparations for your order, invoices will remain payable in the event of cancellation or postponement.
Deliveries / Collections
All our Deliveries are made by hand on the date specified in your order, all deliveries are undertaken by Khaos Cakery or our couriers. Please ensure someone is available at the delivery address on the day of your order; if there is no-one at the address to receive the cupcakes or cake, we will do our very best to leave them in a safe place (with a neighbour, receptionist, etc.) but we cannot keep hold of the cupcakes for re-delivery and they will be left at the address you have given us. If you would like us to deliver to your place of work or somewhere with a reception/courier point, we are happy to do so but please note that Khaos Cakery cannot accept any liability for the treatment of your order or mishandling once a delivery has been made and the package/s signed for. All our drivers are instructed in the correct handling of the cakes and will always pass this information on to workers but, once the cakes are signed for, we cannot accept liability for the subsequent handling of your order.
If arranging your own personal transport, we would advise always booking a van or car, rather than a motorbike. Once cakes/cupcakes have left our Cakery we cannot be held liable for any damage that occurs in transit. Any issues should be handled directly with the courier company or person you have chosen to use.
Please ensure that you inspect the Cake or Cupcakes before accepting the product. Once the product has been accepted and you leave the store you are accepting the order meets your expectations.
All our cakes and cupcakes are baked to order, we do not accept returns.
Refunds, credit notes or a replacement order to the same value will be given only in the event that you receive an incorrect product or if the products are shown to be of unsatisfactory quality. Should this be the case, or if you are in any way unsatisfied with the condition or quality of your cake or cupcakes upon arrival you must contact us within 24 hours of receipt. We will not accept liability for any complaints made after this time.
Images / social media
We reserve the right to use photographs of orders we prepare on our website, blog, Instagram, tik tok and Facebook pages. If you would like to specifically request that we do not use pictures of your order, or that we provide you with a picture of your order we will usually be happy to do so but you must let us know at the time of ordering.
If you need to change the date or details of your order or cancel it altogether, please contact us as far in advance as possible. Telephone and online orders cancelled 7 days or more before the delivery/collection date will receive a full refund on the order total; those cancelled within 2-6 days of delivery/collection will be entitled to a 50% refund; those cancelled within 48 hours of the order date will not be entitled to a refund, please note refunds and credit notes may still be provided at Khaos Cakery’s discretion.
For all customers who have booked a Wedding Cake and received an invoice from Khaos Cakery you will be entitled to a full refund on the order total for cancellations made 28 days or more in advance of the order date, a 50% refund will be provided for orders cancelled within 15-27 days of the order date. Orders cancelled within 14 days of delivery/collection will not be entitled to a refund although, refunds and credit notes may still be given at Khaos Cakery’s discretion.
If you have any questions about our terms and conditions please contact us here.