Terms and Conditions
About Us
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This website is owned and operated by The Bake and Cake House, our address is The Bake and Cake House, 5 The Bungalow, Hay Street, Braughing, Hertfordshire, SG11 2RJ.
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How To Order
If you’d like to place an order then please contact us by emailing bakeandcakehouse@outlook.com or phoning 07870897695.
We accept bacs payments and cash.
All correspondence will be in English.
Please see the cancellation section below for information on how to cancel an order.
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Stock and Design
We make all our cakes, bakes and biscuits by hand, so at busy times of the year such as Christmas sometimes demand can be higher than our ability to bake enough! If we can’t supply what you want, we promise to let you know as soon as we can.
Sometimes we have to change the recipe or the shape and design of a product, but if we make any major changes we will let you know before completing your order. As all of our goods are handmade, designs, colour and shapes may vary from product to product and sometimes the colours you see on the screen wont be exactly the same in real life.
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Ingredients
Please contact us if you have queries regarding ingredients or allergens. Allergens including nuts, peanuts, sesame, eggs, dairy, gluten and soya are all ingredients used in our kitchen premises. We therefore can never guarantee that traces of these allergens will not be found in other foods.
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Allergen Disclaimer
IF YOU HAVE ANY ALLERGIES PLEASE NOTIFY ME BEFORE ORDERING. I do my best to accommodate those with allergy requirements (in the past we have supplied vegan, gluten, egg & dairy free orders) and take extra care to avoid cross contamination but, I cannot guarantee any of our products are free from any specific allergen as we are not an allergy free bakery.
All my products are made in a domestic kitchen that handles all 14 allergens: celery, gluten (e.g. wheat, barley and oats), crustaceans (e.g. prawns, crabs and lobsters), eggs, fish, lupin, milk, molluscs (e.g. mussels and oysters), mustard, peanuts, sesame, soya, sulphur dioxide and sulphites (preservative for dried fruit) and tree nuts (such as almonds, hazelnuts, walnuts, brazil nuts, cashews, pecans, pistachios and macadamia nuts). Plus, the individual ingredients used in my bakes may contain allergen traces due to their manufacturing methods.
Our vegan products obviously don’t contain any animal products however, the ingredients used in our vegan baking may be made in places that handle eggs and milk, and therefore could contain traces.
Please note we are a pet friendly household.
You can view our product ingredients lists here. If in doubt or you would like more information please contact us via email: bakeandcakehouse@outlook.com or through our social media channels
Delivery
We deliver all items via Royal Mail unless otherwise stated.
We will attempt delivery to an address and postcode as you enter it and cannot accept liability for late or failed delivery due to an incorrect address. If you are unsure of an address or postcode please check it using a postcode finder before ordering.
We’re unable to guarantee delivery dates for Royal Mail services as it’s outside of our control. Most of our cookies are delivered in postal boxes that will fit through your letterbox, but please note that if there is no one available to collect the delivery and it is not collected or redelivered quickly, the quality of the product may be slightly compromised and we cannot be held responsible for this.
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Cancellations
If you want to cancel your order please be quick, as once we’ve baked your items we can’t offer a refund or take cancellations. Cancellation must usually be made within 24 hours of placing your order, and we may bake your biscuits straight away depending on the time that your order is placed. To cancel an order please email us on samantha@mb-bespoke.co.uk. This cancellation policy does not affect your legal rights — for example, if goods are faulty or mis-described.
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Messages
We reserve the right not to add messages to cakes or cookie cards that may contain offensive and/or inappropriate content, we won’t accept racism, sexism or other nasties.
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Bespoke Orders
A 50% deposit is due at the time of placing the order, with the remaining balance due no later than 4 days before the order is due to be delivered. When an order is placed we will block off time to complete it and may also order special supplies. For this reason neither the deposit nor the final balance are refundable.
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Complaints
If you’re unhappy with any of our items, for Cookie Cards please send them back to us and provide proof of postage. Please do so within three days of delivery, so we can get a fair idea of the problem. For cakes please photograph the cake and contact me immediately, most of the item damage occurs during transport and can usually be rectified by myself if contacted straight away.
Please make complaints by emailing bakeandcakehouse@outlook.com. The address for returns is The Bake and Cake House, 5 The Bungalow, Hay Street, Braughing, Hertfordshire, SG11 2RJ. We will refund the return postage if we find a problem. Please package the goods carefully to ensure that they reach us in the same condition that we sent them to you. We will do all we can to resolve any issues.
These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply to future orders.