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Frequently Asked Questions
Please find below a number of frequently asked questions about Cakes by Shelly and your cake booking. If you do not find an answer below then please do not hesitate to get in touch
Q: When do I need to book my cake?
We kindly request a minimum one months notice for wedding cakes and one week notice for birthdays and other celebrations dependent upon our availability. To avoid disappointment we advise booking as soon as possible.
Q: How and when do I pay for my cake?
A £50 deposit is required for wedding cakes payable at the time of booking. The remaining balance is payable 4 weeks prior to the wedding. For birthdays and other celebration cakes a £25 deposit is required at the time of booking with the remaining balance payable on collection/delivery. We can accept payment by cash, card, BACs or Paypal (add 2% surcharge). Please note we can only accept cash on delivery for celebration cakes. If you wish to pay for celebration cake by card or BACs please ensure we receive cleared payment prior to delivery. Please note no booking is confirmed until a deposit has been paid.
Q: Do I have to choose one of the designs from your portfolio?
Not at all. All of our cakes are individually designed. You can certainly order a cake from the website but they are also there as inspiration. There is no extra charge for creating a design from your ideas.
Q: Can I incorporate fresh flowers in my design?
Certainly. We can provide these at an additional cost or you may order them from your florist and we will liaise with them. NB. Please note some flowers are not suitable for use as a cake decoration. Ask your florist for details regarding toxicity. We cannot be liable for any contamination to our food product that may arise from their misuse.
Q: Can I alter the design of my cake after booking?
Up to a certain point we may still be able to alter the design or design elements of your cake and we will be as accommodating as possible. If the alteration affects the overall cost than your balance will be adjusted and any additional costs must be paid.
Q: Can you deliver our cake?
Yes. We deliver cakes to Bedfordshire, Buckinghamshire, Hertfordshire and London. We can also deliver further afield. Please ask for a quotation at the time of booking. Cakes can be delivered on a specific date but we cannot offer specific delivery times. Cakes can be collected from our Leighton Buzzard studio. We supply cakes in boxes suitable for transportation. If the cake is collected by either client or courier Cakes by Shelly is not liable for any damage to the cake once it has left our premises. Cakes are to be collected within our business hours of Mon – Sat 9am -4pm. Collection outside of these times is by pre arrangement only.
Q: What if I need to cancel my cake?
If you need to cancel your cake, up to 1 week prior to the required order date any deposits and monies previously paid will be forfeited. If you cancel your cake with less than a week’s notice and production of your cake has commenced you will be charged for any components already made. If your cake has been completed payment IN FULL will be required.
For wedding cakes please refer to your terms and conditions.
Stand Hire – We can supply stands for our wedding cakes if required. A security deposit of £50 is required. This will be refunded to you when the stand is returned to us in good clean condition. Stands must be returned within 7 days or the security deposit shall be forfeited.
Non –edible decoration The use of non edible materials to decorate cakes is becoming increasingly popular. All of our decorative gems and embellishments are used at the clients request and Cakes by Shelly accepts no responsibility for any physical harm that may arise from their use. Clients will be advised what decoration is non edible and it is their responsibility to inform the venue and guests.
Delivery – Delivery charges are calculated at 25p per mile. If you chose delivery we will liaise with venues to arrange a mutually convenient time. We are unable to deliver at specific times. Please notify us of the time of the wedding or event at the time of booking. There is a small possibility that we will not be able to deliver your cake due to adverse or freak weather conditions such as snow or floods and that these conditions may make your venue inaccessible. We strongly recommend that your purchase wedding insurance to cover yourselves for this eventuality.
Storage – All cakes should be stored at room temperature, out of direct sunlight on a flat stable surface. Never put your cake in the fridge. Our cakes contain no preservatives or additives and should be treated as a fresh food product. We recommend that your cake is consumed within 24 hours of delivery/collection. If you wish to keep your fruit cake top tier it is recommended that it is stripped of icing and marzipan before wrapping in clingfilm and frozen.
Complaints – Complaints are very rare and due to the amount of work put into each individual cake we take them very seriously. Complaints regarding the decoration of the cake can be easily repaired so errors of this nature must be pointed out upon delivery/collection so as to give us the opportunity to correct them. Once payment has been handed over this confirms that decoration is as requested and no further claims can be made. Where the complaint is in regards to the quality of the cake then the cake, or remainder of the cake, must be returned to us as soon as possible after cutting and within 48 hours of collection/delivery to ensure that we are able to fairly assess the nature of the complaint. Please note we can only deal with the client who placed the original order.