Refund policy

Ordering Your Bespoke Celebration Cake

  • Orders are confirmed once full payment has been received via bank transfer.

  • Any amendments requested after the invoice has been issued may incur additional charges.

  • Amendments are subject to availability, and all requests must be received via email.

We are committed to ensuring you are delighted with your celebration cake. However, in the event that you need to cancel your order, or are dissatisfied with your purchase, please refer to the following terms:

Cancellation Policy: Bespoke and Ready to Order Cakes

  • Full refunds will apply for cancellations made 14 days or more before the requested collection/delivery date, provided full payment has been received by us and a confirmation email has been sent to you. This does not apply to wedding cake orders - please see your invoice email for Wedding T&C.

  • Cancellations made 8-13 days before the collection/delivery date are entitled to a 50% refund. Unfortunately we are unable to provide a refund for courier delivery charges with less than 14 days notice.

  • Cancellations within 7 days of the collection/delivery date are non-refundable. 

  • In some cases, partial or full refunds, or credit notes, may be offered at our discretion.

Complaints & Quality Issues

  • If you are unhappy with your celebration cake, 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 will request the product be returned for inspection. Based on our assessment, we may issue a full or partial refund or credit note, if the product is found to be of unsatisfactory quality.

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

  • All credits, refunds, and replacements are given at our discretion.

 

Celebration Cake Collections from NW10

  • All of our cakes are fragile, and require care and attention when handling, storing and displaying. Please pay careful attention to our storage and transportation instructions, which will be provided with your cake, and along with your confirmation email.
  • We cannot accept responsibility for any damage to cakes that occurs during transit, when orders are collected by an external courier or agent arranged by the customer. 

Celebration Cake Courier Deliveries

  • A recipient must be present to accept the cake during your 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 don’t receive a response within 15 minutes of arrival, the courier will be unable to deliver your cake.

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

  • In the event a delivery is missed, the order will be treated as fulfilled and is non-refundable. 
  • Once the cake has been delivered by our courier, it is deemed in good condition. We will provide details of the best way to store and handle your cake, but cannot be held responsible for damages that may occur after delivery.
  • For cakes delivered to venues, we may require a delivery note be signed by the person in command, to confirm the cake has been received in perfect condition.