Policies | House of Bakes

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All of our term and conditions, frequently asked questions and other policies can be found on this page. Please get in touch if you. have any questions or queries, we are always happy to help.

FAQs & POLICIES

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept the following payment methods: Credit / Debit Cards on our Square terminal*, Cash, BACS, Online via our website. *Our payments are processed using Square, who are fully PCI DSS compliant.

HOW MUCH ARE YOUR CAKES?

Our prices can be found here. Please remember custom orders from small businesses will be priced very differently to supermarkets and commercial bakeries.

HOW DO I ORDER?

Orders can be placed by contacting us online, by email, phone, social media or by filling out the order form on our website. Most orders require at least 14 days notice and will not be confirmed until a booking fee or full payment is paid.

WHY DO YOU NEED A BOOKING FEE?

Booking fees are non-refundable fees paid to House of Bakes Wirral to cover costs for consultations, design, ingredients and materials purchased for any custom orders. We make everything fresh, and where possible from scratch so we don't store tonnes of ingredients like a larger bakery might do. Please see our T&Cs for more information.

I HAVE A PROBLEM WITH MY ORDER, HOW CAN YOU HELP?

We are sorry if you have a problem with your order - the best way to resolve this is to contact us within 12 hours. The sooner you contact us about a problem the better, please do not leave it until last minute as we may not be able to help. On collection/delivery of a custom order House of Bakes Wirral will no longer be responsible for the order once it has been handed over. Therefore it is important you check your order before leaving. If you have a problem with a custom order and do not raise it whilst we are with you, we may not be able to help you.

WHERE CAN I FIND ALLERGEN INFORMATION?

The House of Bakes Wirral Kitchen is a domestic kitchen that handles, stores and cooks with all of House of Bakes Wirral cannot guarantee that any of our products are entirely free from traces of any and all allergens. Bakery items list allergens, and when requesting a custom order we will always check with you for any allergies. All custom orders are different and may use unique recipes therefore allergens and ingredients can be requested on ordering.

WHY CAN'T YOU CATER FOR ALLERGIES?

Our facility is a small domestic kitchen, we simply do not have the space for an entirely separate storage, prep and cooking area for gluten-free or allergen-free ingredients and therefore cannot be 100% confident that the environment is free from allergens; we therefore don't believe it is safe to offer this dietary requirement as an option.

HOW MUCH IS DELIVERY?

Delivery is from £10 and is calculated based on time and distance. If delivery is requested we will include this cost in your quote.

We deliver to Wirral, Merseyside, North Wales and Cheshire, however depending on the size of the order can sometimes deliver further out than this.

By placing an order with us, you agree to the following terms and conditions:

3.1 ORDERS

3.1.1 Lead Time: Online Bakery orders usually require 3 days notice. All other orders must be placed at least 14 days in advance. Rush orders might be possible, however a surcharge will apply.

3.1.2 All orders are subject to House of Bakes Wirral availability,

3.1.3 Custom Orders: For custom cakes or catering requests, once a detailed order form is completed, it must be approved by both parties.

3.1.4 Confirmation: All orders will be confirmed in writing once either the booking fee or entire payment is made; confirmation will include terms of payments if not paid in full. No orders are confirmed until you have received this confirmation.

3.1.5 Changes: Any changes must be communicated at least 14 days prior to the delivery or pickup date. Late changes may incur additional charges or be refused.

3.1.6 Cancellations: Booking fees will not be refunded if an order is cancelled. If an order is cancelled within 7 days of the event, House of Bakes Wirral has the right to request the full payment. Your order may be cancelled if final payment is not received by the stated deadline. If House of Bakes Wirral must cancel an order due to our own illness or unavailability, we will attempt to find another local baker on your behalf, and any money received will be refunded.

3.2. PAYMENT TERMS

3.2.1 Booking Fees: All orders (excluding Online Bakery orders) require a 30% booking fee, without which, the order will not be confirmed. The cost of the booking fee will be deducted from the final payment. The booking fee is non-refundable in any circumstance.

3.2.2 Payments: Final payments are required 7 days before the date of collection/delivery. This will be detailed in the order confirmation. Failure to pay the final/full amount by the deadline can result in the order being cancelled.

3.2.3 Full Payment: For any orders placed within 7 days of the event, full payment is required at the time of placing the order. The order will not be confirmed until this is received.

3.2.4 Forfeited Fees: If the final balance is not paid by the due date, the booking fee will be forfeited and the order canceled.

3.3. DELIVERY & COLLECTION

3.3.1 All Delivery Shipping and Collection information is documented in the Shipping Policy.

3.5 REFUNDS & RETURNS

3.5.1 No Refunds: Due to the perishable nature of our products, all sales are final. However, if there is a mistake on our part, please contact us within 12 hours for resolution.

3.5.2 As stated in our delivery policy, we (House of Bakes Wirral) are not responsible for any damages to the cake(s) once they have left our premises. If the cake is damaged in the hands of our customers, including in transit if collecting, additional fees will apply for any further work that is needed to rectify the cake(s).

3.6 SOCIAL MEDIA AGREEMENT

3.6.1 Photographs: We reserve the right to photograph all products created by House of Bakes Wirral and use them for marketing and promotional purposes on our website and social media platforms. Please contact us in writing if you do not consent to this.

3.6.2 Live Streaming: House fo Bakes Wirral often live stream cake decorating videos on Instagram and (mainly) TikTok. Please contact us in writing if you do not consent to this.

3.6.3 Customer Sharing: If you post photos of our products on social media, we kindly ask that you credit or tag @houseofbakeswirral

1. POSTAL BAKES

1.1 Postal Bakes Delivery Service: We offer delivery of postal bakes via Royal Mail Tracked24 delivery service. Delivery of postal bakes is available across the UK mainland only, excluding PO boxes.

1.2 Postal Bakes Delivery Criteria: Only postal bakes are eligible for the postal bakes delivery option. Postal bakes are clearly identified on the online bakery.

1.3 Disclaimers: House of Bakes Wirral will not be held responsible for any bakes, cakes or items in any order once it has been handed to Royal Mail. Customers must ensure that delivery address is correct at the time of ordering, there is no guarantee the address can be changed once the order is placed. Customers are responsible for ensuring they are home to accept their delivery - House of Bakes Wirral will not be held responsible for missed deliveries.

2. LOCAL DELIVERY

2.1 Local Delivery Service: We offer Local delivery for additional costs, calculated based on time and distance from the House of Bakes Wirral bakery. Costs start from £5 to £80+, details below in ‘Pricing’ clause.

2.2 Payment: Payment for local delivery is required in full before delivery. Failure to pay for delivery services may result in cancellation of the order. Customers will be provided with an invoice for local delivery and have the option to pay via Online Link through the www.houseofbakeswirral.co.uk website payment provider, or by bank transfer.

2.3 Local Delivery Criteria: All orders all eligible for Local Delivery providing they are within a 50 mile drive (one-way, based on Google Maps directions, not line of sight) from the House of Bakes Wirral Bakery in Upton, Wirral, CH49. Orders further away may be rejected but please get in touch to see if we can accommodate your order.

2.4 Disclaimers: House of Bakes Wirral will not be held responsible for any bakes, cakes or items in any order once it has been handed to the customer. House of Bakes Wirral will not be held responsible for any unexpected motoring accidents or issues that may result in a delay to the delivery - however, in this case House of Bakes Wirral will do everything possible to ensure delays do not occur.

2.5 Pricing: for Local delivery, the prices to be expected are based on distance from CH49 0WN and duration of travel. We charge £0.80 per mile, plus £12.21 per hour (to the nearest 15 minutes), plus any tolls or other fees such as event car parking.

3. PICKUP / COLLECTION

3.1 Pickup/Collection Service: All orders are available for pickup at the House of Bakes Wirral home-bakery during an allocated time slot which is determined between the customer and House of Bakes Wirral.

3.2 Disclaimers: House of Bakes Wirral will not be held responsible for any bakes, cakes or items in any order once it has been handed to the customer. Customers must ensure they are on time for scheduled pickups, a late fee might be charged for late pick ups. As the bakery is run from a home, unscheduled visits will not be welcomed.

3.3 We provide a 15 minute grace period for collections, after which we reserve the right to rearrange collection at a new time that suit us. Late collections are disrespectful to our staff, repeat late collections will not be tolerated and we may refuse to accept future orders.

4. CUSTOMERS REQUIRING MULTIPLE DELIVERY OPTIONS

4.1 Customers will be contacted to arrange delivery/collection/postage options after their purchase. Customers changing to pick up only will be refunded any postage monies taken at the time of ordering.

4. PRIVACY POLICY

4.1. Introduction

Welcome to www.houeofbakeswirral.co.uk (the "Website"). At House of Bakes Wirral, we are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy outlines the types of information we collect, how we use and protect that information, and your choices regarding your personal data.

4.2. INFORMATION WE COLLECT

4.2.1. Personal Information: We may collect personal information from you, such as your name, email address, postal address and phone number:

Make a purchase.
Contact us through our contact form or customer support.

4.2.2. Automated Information: We may also collect non-personal information, such as your IP address, browser type, operating system, and browsing behaviour, through the use of cookies and similar technologies. This information helps us improve the functionality and user experience of our Website.

4.3. HOW WE USE YOUR INFORMATION

We use the information we collect for the following purposes:

To provide and maintain the Website and our services.
To process and fulfill orders and requests.
To communicate with you about your order.
To personalise your experience on our Website.
To improve our products, services, and Website functionality.
To protect the security and integrity of our Website.

4.4 DATA SHARING

We do not sell, trade, or rent your personal information to third parties. We may share your information with trusted third-party service providers who assist us in operating our Website and delivering services to you. These service providers are contractually obligated to keep your information confidential.

4.5 COOKIES AND SIMILAR TECHNOLOGIES

Our Website uses cookies and similar technologies to collect and store certain information about your browsing activities. You can manage your cookie preferences through your browser settings. Please note that disabling cookies may affect the functionality of our Website.

By placing an order with us, you agree to the following terms and conditions:

3.1 ORDERS

3.1.1 Lead Time: Orders must be placed at least 21 days in advance. Rush orders might be possible, however a surcharge will apply.

3.1.2 All orders are subject to House of Bakes Wirral availability,

3.1.3 Custom Orders: For custom cakes or catering requests, once a detailed order form is completed, it must be approved by both parties.

3.1.5 Changes: Any changes must be communicated at least 21 days prior to the delivery or pickup date. Late changes may incur additional charges or be refused.

3.1.6 Cancellations: Booking fees will not be refunded if an order is cancelled. If an order is cancelled within 14 days of the event, House of Bakes Wirral has the right to, and will invoice for the full payment. If House of Bakes Wirral must cancel an order due to our own illness or unavailability, we will attempt to find another local baker on your behalf, and any money received will be refunded.

3.1.7 Payment Terms: For trusted clients we may accept changes to payment terms, please discuss with us.

3.2. PAYMENT TERMS

3.2.1 Booking Fees: All orders require a 50% booking fee, without which, the order will not be confirmed. The cost of the booking fee will be deducted from the final payment. The booking fee is non-refundable in any circumstance.

3.2.2 Payments: Final payments are required 14 days before the date of collection/delivery. This will be detailed in the order confirmation. Failure to pay the final/full amount by the deadline can result in the order being cancelled.

3.2.3 Full Payment: For any orders placed within 14 days of the event, full payment is required at the time of placing the order. The order will not be confirmed until this is received. If paying with a full payment, 50% will be held as a booking fee in the case of cancellation, see 3.1.6.

3.2.4 Forfeited Fees: If the final balance is not paid by the due date, the booking fee will be forfeited and the order canceled.

3.3. DELIVERY & COLLECTION

3.3.1 All Delivery Shipping and Collection information is documented in the Shipping Policy.

3.5 REFUNDS & RETURNS

3.5.1 No Refunds: Due to the perishable nature of our products, all sales are final. However, if there is a mistake on our part, please contact us within 12 hours for resolution.

3.6 SOCIAL MEDIA AGREEMENT

3.6.2 Live Streaming: House fo Bakes Wirral often live stream cake decorating videos on Instagram and (mainly) TikTok. Please contact us in writing if you do not consent to this.

3.6.3 Customer Sharing: If you post photos of our products on social media, we kindly ask that you credit or tag @houseofbakeswirral