Terms and conditions:

 

‘Custom orders’ are any bespoke orders agreed via email consultation and confirmed with a booking confirmation form.

 

‘Biscuit shop’ is the online shop and includes orders made online and via social media platforms with no customisation.

 

 

ORDERS/PAYMENT

 

Custom orders:

Orders must be made and agreed to in writing via email. You will be sent a confirmation document when all the details are agreed and the booking fee is due.

Your order date will not be confirmed until the booking fee is paid.

The booking fee is non-refundable and covers the initial consultation and design work.

The full balance of the order will be due 2 weeks before the order date and must be paid in advance.

 

Biscuit shop:

Orders must be placed online via the shop link. Payment and delivery costs are taken at the time of purchase.

 


CANCELLATION

 

Custom orders:

Custom orders can be cancelled up to 2 weeks before the event with no extra charge (over the non-refundable booking fee).

Any cancellation after that time will be refunded 50% of the total cost as work would have already begun getting your order prepared (including ordering supplies, designing the cake and keeping the time free from other orders).

 

Biscuit shop:

Any orders must be cancelled at least 4 days before the dispatch date for a full refund.

 


COMPLAINTS/REFUNDS

 

Custom orders:

The design of the order will have been discussed in writing or agreed via a sketch. This is an indication of the design and we may take a small amount of artistic licence to get your order looking the absolute best in our eyes.

Any images sent will be used as a reference and will not be copied like-for-like.

 

If you have any complaints about your bespoke order please get in touch in writing with images to illustrate the nature of your complaint.

 

Biscuit shop:

We cannot guarantee no damage will occur whilst the biscuits are in the possession of Royal Mail. Please get in touch in writing if your biscuits arrived damage with photo evidence showing they were damaged on opening.

We can arrange a new set to be sent or credit/refund on the order if there is no more stock available.

 

 

DELIVERY/COLLECTION

 

All orders are available for collection from our studio in NW8. Please get in touch to arrange a convenient collection time.

Due to COVID restrictions orders will be brought out to you when you arrive. Please stick to the agreed collection window, and get in touch in there is any reason you are unable to arrive in the agreed collation time. If you are late there is no guarantee we will be able to give you your order.

 

Custom orders:

Delivery is possible to most of north, west and central London. Please enquire for any other areas of London.

Delivery outside of London is not possible at the moment.

 

Collected cakes should be transported flat on the floor or in the boot of the car and on a non-slip mat where possible (not on a person’s lap) to prevent damage in transit.

Once the order has been collected it is the responsibility of the client to care for it.

 

Biscuit shop:

All orders will be sent either via Royal Mail First class tracked or Guaranteed Next Day Delivery.

We cannot guarantee First Class delivery times, but if you do not receive your package 5 days after the dispatch date please get in touch.

For seasonal biscuit boxes they will be dispatched on a set day, which will be clearly displayed in the product description.

 

 

INGREDIENTS/ALLERGENS

 

Please discuss any allergens with us when ordering.

Gluten free and dairy free options are available for cakes (but are not currently available for biscuits).

We cannot guarantee and completely allergen free environment. Gluten, dairy and nut products are handled in our kitchen.

We do not offer vegan options at the moment

 

 

PERSONAL MESSAGES

We reserve the right to not include any message that may contain offensive and/or inappropriate content.

Contact

If you are interested in a custom cake for collection/delivery in London, St John's Wood, Maida Vale and surrounding areas get in touch

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© 2018 Canvas Cake Company
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