1.  Delivery

You will be asked to choose a delivery date when placing your order and we will send it the day before to arrive on your chosen day. Alternatively, you can arrange to collect your order from our Farnham premises.

Items that are sent by post may arrive on your chosen delivery date. If you select a guaranteed delivery option instead your order will be sent using a priority service to ensure it arrives on the day.

For all other services we use a reliable, guaranteed next-day delivery service to ensure your order arrives on time. You will receive tracking details by email and/or text. Once your order is in the hands of the carrier we have no control over the delivery process so we recommend you choose a delivery date at least one day early to avoid disappointment. All of our products keep well for several days, please see the individual listings for details.

We cannot normally arrange for delivery on Sundays or Bank Holidays.

Deliveries to remote areas may take an extra 24 hours.

We are unable to deliver cakes and cupcakes outside the UK, or to the following locations:

Channel Islands
Scottish Highlands & Islands and certain Scottish postcodes classed as remote
Isle of Man
Isle of Scilly
Northern Ireland

Any orders for cakes or cupcakes received for delivery to these areas will be cancelled and refunded in full, or you may be asked if you wish to pay a delivery surcharge.

Delivery will be at any time up to noon, 1 pm or 7 pm (depending on your chosen option) and a signature may be required on receipt.

If nobody is available to accept delivery the carrier will leave a card with details of how to arrange re-delivery, or collection from the recipient's local collection office.

When placing your order you may request that the parcel is left with a neighbour or a safe place, in which case it will be left at your own risk.

We ask that you provide a contact telephone number for the recipient in case of any problems with the delivery.  However, we cannot arrange for the recipient to be contacted prior to delivery.

You should contact us immediately if your order does not arrive within the timeframes described above. We may be able to track the progress of your delivery. We can only contact the carriers between 9.00 a.m. and 5.00 p.m. Monday to Friday excluding Public Holidays. 

If delivery is to a large building such as an office, hospital or school, please check with the post room, goods inwards or reception. Often deliveries are accepted without the recipient's knowledge.

2. Delivery Process

If delivery is attempted and the carrier is unable to leave the parcel (for example because nobody is home) then the responsibility is with the customer to arrange redelivery or collection and we cannot accept any liability for late delivery, loss, damage or returns.

Your order will be very carefully packaged so that it arrives in perfect condition. In the unlikely event that any item appears to be missing, or has been damaged during transit, we must be notified within 24 hours of receipt, or the next working day. Any replacement products, refunds or compensation will be considered and may be granted, at our discretion and only in the event that the item is damaged beyond reasonable use. We will require evidence of any damage, which must be received by us within 7 days of the original delivery. This evidence may be in the form of photographs and must include the original packaging.

We will deliver to the address provided by you. If that address is incomplete or incorrect in any way we accept no liability for late delivery or non-delivery. Any redirection charges must be paid for by the customer.

Should any item be returned to us by the carrier after an unsuccessful delivery attempt any additional charges for the return must be paid by the customer.

In the unlikely event that an item is lost during transit we must be notified within 48 hours of expected delivery. Compensation may be available, up to a maximum of the price paid by the customer, if the cake cannot be traced and is confirmed as lost by the carriers.

3. Refunds and Cancellations

We want you to be completely satisfied with every purchase that you make from us. However, we do understand that there may be rare occasions when you wish to return an item.  If you are unhappy with a product for any reason please contact us immediately.

For non-personalised or non-food items you have the right to cancel your order for any reason within 7 days of placing your order. Your payment will be refunded in full, provided the items are returned to us in their original condition and packaging.

As our cakes, cupcakes and other edible products are made to order and personalised to your specification, orders cannot be cancelled once the item has been made or decorated. However, should you wish to change or cancel your order at any time please contact us immediately and we will do our best to meet your needs.

Any returns are at the expense of the customer. The use of a recorded delivery service for any returns is highly recommended for your own protection.

If any payment is subsequently withdrawn, disputed, charged back or reversed in any way by the customer, the full amount, plus an administration fee and any additional fees incurred by Caketoppers Ltd will become payable by the customer.

We may decline to accept your order for any reason whatsoever. We may otherwise cancel any order or any part of it. Other than as set out in these terms, we shall not be responsible for any loss or damage of any kind, which you might suffer by reason of us declining to accept or for cancelling your order.

4. Corporate Orders

If you are placing an order through a company we may agree to credit terms, subject to receipt of your Purchase Order and an application for a credit account.  Separate terms will apply. Please contact us to make arrangements.

5. Copyright

You must only supply us with images for which you own copyright, or which you are authorised to supply to us by the copyright owner. You warrant that none of the images you supply contain anything which would infringe any copyright, trade mark, design right or other intellectual property right of any third party. We will not check the content of any images provided by you. However, if we believe any image does not comply with these terms we reserve the right to refuse to use it, without any obligation or liability to you. We will fully co-operate with any law enforcement authorities or court order requesting or directing us to disclose the identity or locate anyone sending any material in breach of this these terms.

Images supplied to us remain under the existing copyright. By supplying us with an image you are granting us a licence to modify, print, or otherwise use the image in accordance with the details of your order. By placing an order and accepting these terms you are accepting any and all liability for any consequences of Caketoppers Ltd using the images you supply.

If you are providing corporate logos or trademarked images it is your responsibility to ensure that any material supplied in any medium is not protected by any copyright law, or that any necessary permission for Caketoppers Ltd to reproduce such images has been obtained.

We may photograph products that we provide to you, including those decorated with a logo or other artwork supplied by you. We may display these photographs on our website or other advertising media, unless specifically requested by you not to do so.

You must not supply us any images or any other material, or any content within such images, which contain any threatening, defamatory, blasphemous or pornographic material, or show any kind of child abuse, or are racially offensive or abusive of any religion, or likely to incite hatred against any person or group, or are otherwise criminal or offensive in the minds of reasonable people, or are obscene or menacing or harassing in any way, or breach any applicable law.

6. General Terms

You must pay in full by debit card, credit card or PayPal in advance when you submit your Order through our website. Payment will be collected at the time of placing the order. Full payment must be received in advance before any goods are prepared or despatched.

Working days are Monday to Friday excluding Public Holidays in England.

Caketoppers Ltd or any of its partners shall not be liable for any consequential loss to the customer whether this arises from a breach of contract or any other way.

Caketoppers Ltd's total liability for any claim howsoever arising shall not exceed the price paid by the customer for the goods supplied by Caketoppers or any of its partners.

Product images used on our website or other media are for general illustration purposes only and the delivered product may vary from that shown.

Your statutory rights are not affected by any statement contained in this document or our website.

English law applies to all transactions.

By placing an order with Caketoppers, either through our website, over the telephone, or by any other medium you are agreeing to these terms.



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