Ordering Your Bespoke Celebration Cake

Orders are confirmed once full payment has been received via bank transfer and a confirmation email has been sent.

Any amendments requested after the invoice has been issued may incur additional charges. Amendments are subject to availability and must be requested via email. We cannot guarantee that amendments can be accommodated once an order has been confirmed.

Cancellation Policy: Bespoke & Ready to Order Cakes

Full refunds will apply to cancellations made 14 days or more before the requested collection or delivery date, provided full payment has been received and a confirmation email has been sent. This does not apply to wedding cake orders; please refer to your invoice email for our Wedding Cake Terms & Conditions.

Cancellations made 8–13 days before the collection or delivery date are eligible for a 50% refund. Unfortunately, courier delivery charges cannot be refunded where less than 14 days’ notice is provided.

Cancellations made within 7 days of the collection or delivery date are non-refundable.

In some circumstances, a partial or full refund or credit note may be offered at our discretion.

Complaints & Quality Issues

We are committed to ensuring you are delighted with your celebration cake. If you are unhappy with your cake or believe there is an issue with its quality, you must contact us in writing within 24 hours of receipt at info@joellejacobs.co.uk, including clear photographic and/or video evidence of the issue.

Complaints received after this period may not be accepted.

In the event of a complaint, we may request that the product be returned to us for inspection. Following our assessment, we may offer a full or partial refund, credit note or replacement where the product is found to be of unsatisfactory quality.

Customers are responsible for any costs incurred in returning items to us.

All refunds, credits and replacements are offered at our discretion and are subject to the circumstances of the individual complaint.

Celebration Cake Collections from NW10

All of our cakes are fragile and require care and attention when handling, transporting, storing and displaying. Please carefully follow the storage and transportation instructions provided with your cake and in your confirmation email.

We cannot accept responsibility for any damage to cakes that occurs during transit when an order is collected by an external courier or agent arranged by the customer.

Missed Cake Collections

All cake collections must take place within the pre-booked collection window confirmed with your order. It is the customer’s responsibility to ensure that they, or a nominated person or courier, arrive within the agreed collection window.

If a cake is not collected within the confirmed collection window, it is the customer’s responsibility to contact us by email within 12 hours of the end of the allocated collection window to arrange an alternative collection time. We will not routinely contact customers to chase or remind them about missed collections.

Any alternative collection is subject to our availability and opening hours. We cannot guarantee that a cake will be available for collection beyond the original collection date.

For Sunday collections, our kitchen closes at 1pm and we are unable to accommodate collections after this time. If your cake has not been collected by 1pm, you must contact us by email to arrange a new collection time.

Cakes are prepared for collection on the agreed date and are not intended to be held beyond this date. We cannot guarantee the freshness, appearance or condition of a cake that is collected after the agreed collection date.

If a cake is not collected by the agreed deadline and no alternative arrangement has been made with us, the cake may be disposed of after 24 hours and no refund will be provided.

Celebration Cake Courier Deliveries

A recipient must be present to accept the cake during the assigned delivery timeslot.

If nobody is available when the courier arrives, we will do our best to contact you by phone and email. If we do not receive a response within 15 minutes of the courier’s arrival, the courier will be unable to complete the delivery.

Cakes will not be returned to us once they have left our bakery, and redelivery is not available.

Where a delivery cannot be completed because nobody is available to receive the cake, the order will be treated as fulfilled and no refund will be provided.

Once a cake has been delivered by our courier, it is deemed to have been received in good condition. We will provide instructions for the appropriate storage and handling of your cake, but cannot accept responsibility for any damage that occurs after delivery.

For cakes delivered to venues, we may require a delivery note to be signed by the person receiving the cake on behalf of the venue, confirming that the cake has been received in good condition.