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General Terms and Conditions

Cake Delivery

All our fabulous cakes are freshly baked to order then crafted into a fabulous cake creation for your special event. To ensure they arrive to you in the best possible condition we offer our customers a free delivery service, delivering in person, never by courier, over a 75 mile radius from Southend on Sea in Essex. Please refer to our quick check map below for a rough guide to see if you are within our delivery area (within the red line as shown).

Please choose your selected delivery date at checkout. Our deliveries are usually made on Tuesdays, Wednesdays, Thursdays and Fridays (some Saturdays) but you may notice that on occasion the calendar may show that we are not delivering on one or more of these days of a particular week. This is often in the lead up to, or over a holiday period.

If you are sending a greetings card, adding balloons or any party products, please note that these will be delivered along side your cake and as such there is no additional delivery charge.

When ordering a cake for delivery either by phone, email or online, we ask our customers to be aware that it is the responsibility of the person purchasing the cake to ensure that there will be someone available to receive this fresh perishable item on the requested delivery date.

We will call or text the day before advising of your anticipated delivery time. Please allow 1 hour either side of this time when planning your day. We do not provide guaranteed time slots, your delivery time is based on the size of the cake delivery round for that day. As such, we would strongly recommend you to choose a delivery day prior to the day of your party where at all possible - remember, your cake keeps fresh at room temperature for one week and will be absolutely fine for a party the following day.

We regret that we are unable to change this time and must also advise that with regret is not possible for re-deliveries to be made if the recipient is out.

We deliver our fabulous cakes in person across the South East of England. Check out the counties we cover here.

What are the options if it transpires that no one will be in to receive the cake during the advised delivery period?

When we contact the recipient the day before delivery they do have the option to request that we either:

  1. Deliver to a neighbour during the allotted delivery slot (1 hour either side of your delivery time) specifying the house number for delivery.
  2. Advise of an alternative delivery address within a 3 mile radius where we can deliver to during the allocated delivery time.
  3. Advise of a safe clean weather proof area such as a porch (or neighbours porch) where the cake can be safely left at your risk.

In the case where we have delivered to a neighbour we will either send you a text advising the address where your cake has been delivered.

A signature is required upon delivery. Please note that we do not take any responsibility for cakes that are left in a designated area at your request be they damaged, missing or spoilt as a result of the weather, pets, pests or any other external factors or incident. Please bear this in mind when choosing a location. Additionally please be aware that if we are of the opinion that the designated delivery area is wholly unsuitable and likely to cause damage to the cake (or driver) or spoil the cake in any way, that we reserve the right to refuse delivery to that allocated delivery area. As you would expect we would always make every effort to contact you so that the problem may be resolved as quickly as possible.

When we deliver your cake we will ask you to take a look. Please ensure you are happy with its condition before signing.

Our cake delivery area falls within a 75 mile radius from our base in Southend on Sea, Essex.

If all else fails

In the event that we arrive with your cake and unexpectedly find that no one is in and where we have not received alternative delivery instructions, we will try to contact you by phone or try to deliver to a neighbour or we will leave your cake in a suitable weather proof place if this seems possible. We do not take responsibility for cakes that have to be left under these circumstances.

So sorry but we have to make our customers aware, that whilst we always make every effort to deliver, if despite all our efforts we are unable to find someone to take delivery or somewhere safe from the elements to leave the cake, it then becomes the responsibility of the person who purchased the cake to arrange collection. We regret that we are unable to offer redelivery that day, any other day or offer a refund under such circumstances. However our customers are the best and so we are very pleased to say that we have never encountered such an occasion to date.

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When I am advised of my delivery time, is this time guaranteed?

Sadly no. Whilst we are usually pretty accurate with our delivery times we do ask our customers to allow 1 hour either side of the delivery time just to be extra sure. Traffic in London and the M25 and incidents on Motorways can affect our delivery, including having to re route, so if for any reason there appears to be a problem and delivery is likely to be outside of the 2 hour time frame your driver will call to advise, or leave a voice message if are unable to get a response.

Your allotted delivery time is based on the size of the cake delivery round for that day. As we do not provide guaranteed time slots, we would strongly recommend you to choose a delivery day prior to the day of your party where at all possible - remember, your cake keeps fresh at room temperature for one week and will be absolutely fine for a party the following day.

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What happens if an accident occurs whilst being delivered and my cake gets damaged beyond repair?

In the unlikely case of such an event we would advise the recipient as soon as it became possible to do so. It is with great regret that we would be unable to make your cake again at such short notice. A full refund would be given.

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Do you deliver in severe weather conditions?

Bad Weather Policy

We offer a free cake delivery service to our customers covering a 75 mile radius. All our cakes are delivered by Parteaz and we deliver in person on your selected delivery date.

However, in the event of severe weather conditions (in either London and/or any of the Home Counties where we deliver to) we reserve the right to deliver your cake to you on the next available day when severe weather conditions have settled.

As such we strongly recommend customers to order their cake for delivery at least one working day ahead of their event. Customers are welcome to arrange their own collection with us which must be agreed with our customer services manager prior to collection.

We are an online company and as such do not operate a walk in retail outlet for collection. We regret that we are unable to offer a refund if we are unable to deliver (or you are unable to collect) your cake in time for your party or event.  

Delivery Times in relation to Bad Weather

Our usual practice of texting the day before delivery with your anticipated delivery time (plus or minus one hour) still applies. However, in circumstances where the weather is bad but we are still attempting to get your cake to you as arranged, please bear in mind that it is unlikely that we will be able to keep to these times in any way. In the event that you are out when we deliver we will make every effort to find the nearest safe place/neighbour to leave your cake and text you with the details. A text or note on the door from you advising where we can deliver the cake would be greatly appreciated.

If we are unable to find a neighbour/safe place to leave your cake please note that you will be responsible for arranging collection from our base in Southend, Essex on an alternative date.

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What if I feel there is a discrepancy with my cake when I receive my cake?

If for any reason you are not entirely happy with your cake when you receive it then please advise the driver straight away and call customer services on 01702 421900 or email us via our contact us page.

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Changing cake designs

When ordering any of our cakes online, it may be helpful to know that you can now use the tweak and customise box to let us know if you would like us to customise the cake for you. We are more than happy to change a theme, e.g. from Spiderman to Batman, change a colour e.g. base colour from red to blue or tweak the design of any of any our cakes for you e.g. change the stripy pattern on the top cake tier to polka dots. There is generally no charge for this service. 

Please note however that multiple changes to design and colours, very specific detailing requests or changes, requests for extra models or tiers, additional diamantes, age cake toppers or picks, jewellery etc will be chargeable. Additionally, should you require us to work from an image/photo to add in details there will also be an additional charge. In this instance we will contact you to discuss and advice of these charges which will be payable in full by 11am two working days prior to your delivery. Please note that in the event where additional chargeable work has not been paid for by this time that we will revert back to the original cake design on our website.

Our fabulous cake decorators will always do their best to tweak you cake as requested when ever possible. However we ask our customers to bear in mind that any alteration requests are made at the cake decorators' discretion and sometimes it may not be possible to meet all requests. This can be due to a number of reasons including but not limited to -

  • the cake size ordered (not enough space on the cake size ordered to make all requested changes)
  • problems that would become apparent with transportation (standing models will nearly always be customised to a sitting or laying stance to avoid toppling in transit)
  • simply that the request would not be possible with the cake type ordered e.g. black and white checks on a round or globe shaped cake etc.

IMPORTANT NOTICE – should you require multiple changes to one of the featured cakes on our website then we will treat this as a “new” bespoke cake and you will need to contact us by email or call to order. We will then advise of the price based on the size and work required.

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Please expect variations in cake designs

Our cakes are made by a very experienced team of decorators who each have their own style and “signature” so we therefore cannot guarantee that your cake will be identical to the image shown online. Your cake will always be made and decorated to the same high standards our returning customers have come to expect from us over the years.

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Sending us an image

When sending an image of a cake you have seen elsewhere, please note that due to copyright and also professional courtesy, we will not make an exact copy of the image supplied. We wish to manage our customer's expectations and make you aware that you can expect to see a few design differences between that of the picture sent and the cake supplied.

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Ordering a cake outside our delivery area

We regret that we will have to cancel orders for cakes that fall outside our delivery area.

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Delivering cakes to Restaurants and Hotels

We are always happy to help where ever possible when planning your party or event so if you would like us to deliver your cake to your party venue then please do let us know. Some smaller restaurants may have difficulties storing your cake in a cool dry place (not a fridge) so please check whether they are happy to receive a delivery. Please ensure that the restaurant/hotel is open during the day for delivery, providing us with a contact name, phone number and any special delivery instructions.

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Order deadlines

You can usually order any of the cakes on our website up to by 11am two working days prior to your delivery however to avoid disappointment we strongly recommend you order your cake as early as possible, as on occasion we may need to change our cake ordering deadline time or delivery day without warning. Over Christmas, New Year, Easter and from time to time we may need to alter our cut off times and delivery days too. Please try to order your cake giving at least one weeks where possible.

Please give at least one weeks notice when ordering a bespoke cake as we cannot guarantee that we will be able to take on bespoke cakes the same week as delivery.

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Fruit cakes (with marzipan so therefore contains nuts)

Some of our cakes can be made as fruit cake - please contact us for prices. Our fruit cakes contain flour, black treacle, eggs, sultanas, currants, glace cherries, brown sugar, vegetable margarine, mixed spice and brandy. On the top a layer of marzipan and fondant icing.

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Nut allergies

None of our sponge cakes or chocolate flavour sponges are made with nuts. However if your cake is decorated with chocolates, then these may contain nuts. Fruit cakes are topped with a layer of marzipan which is made with nuts.

Please Note  - All our cakes are made in an area where nuts are present so please be aware that even where nuts are not used we can not guarantee nut free.

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Cake sizes

Our novelty cakes sizes are taken from a 6, 8, 10 or 12 inch cake prior to modelling. Portion sizes stated are approximate so you may get a few more or sometimes fewer slices than stated depending upon how you cut your cut. Portion size stated is a guide only and also applies to round heart and square cakes.

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Cake order confirmation

When you have placed your order either online or by phone, we will send you an e-mail confirming the details of your cake order. Please ensure you read the details carefully and advise us of any discrepancies as soon as possible. Please note that we will always do our best to make an alteration for you e.g. a spelling change, however it is not possible to change cake sizes and design within the same week of delivery.

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Cancellation of a cake order or perishable goods

Please email us using the contact us form should you need to cancel your cake for any reason.  You will need to give one weeks notice for a full refund. We regret that we are unable to provide refunds for cakes cancelled with less than 7 days notice. Please note that inflated balloons are a perishable product and should you need to cancel your order please do so in writing prior to the week of your anticipated cake delivery date.

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Product Substitutions

Very occasionally an item becomes temporarily out of stock. Parteaz reserves the right to replace this with an item of equal or greater value in the case of our filled party bags or a very similar product when it comes to balloons and other party goods. We will not usually contact you to advise if this is the case however you are welcome to return the items for a full refund if not to your liking.

Whilst we always do our very best to get your cake looking as similar to the onsite image, please note that in the case of cake toppers, cake picks and decorations used to finish your cake, designs may occasionally vary depending upon supplier availability. Customers should note that this as part of our condition of sale.

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Cancellation of order (Non perishable Goods)

If you want to cancel any party supplies to accompany your cake and would like to cancel them, no problem. Please advise us in writing via our Contact Us page before the day of delivery and we will ensure you receive a full refund. In the case of inflated balloons (a fresh perishable product)we regret we are unable to accept cancellation at any point during the same week that your cake is due for delivery.

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Retail Returns

If you wish to return some of your non perishable party accessories e.g. candles, party packs or party bags then please ensure they are returned unopened in their original packaging and in good condition using the returns label supplied with your order. Please ensure that you obtain a proof of postage slip from your post office when sending back your goods. When we have received your items we will initiate a refund (excluding your original delivery charge). Please note that the refund may take a few days or possibly longer to show against your statement depending upon which payment method you originally used. Once we have initiated a refund we regret that we have no control over when the funds will reach your account. Goods will need to be returned please within 28 days of purchase to obtain a refund.

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Special Discounted Volume Orders Returns Policy

We are usually able to offer generous discounts on large orders for goods by special order on volume including party supplies, tableware and party bags. Please be aware however that on special discounted volume orders (where stock is always ordered in to meet your specific order requirements), that there will be a 30% restocking fee which will be applied against any refund on returned goods.

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Order Cancellation on Discounted Volume Orders

Please note that we are unable to accept cancellation on special orders once we have received payment.

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Privacy and Security

We take your privacy and security very seriously. Please see our Privacy and Security policy. You may also wish to view our cookies policy

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Safety Advice

Safety Advise about our Cakes

On the front of your cake box you will find some helpful safety information regarding your cake which reads as follows:

"The cake inside this box has been created especially for you. Ad such the cake toppers, trimmings and decorations used to create the finished design may contain non-edible parts. We therefore recommend you enjoy your cake but do not consume the decorative embellishments which can be kept as a memento. Models and characters maybe attached with dowels, rods and wires so please take care when serving."

You will find an allergens label on your cake box indicating associated allergens.

Please note that our cakes are made in an environment where nuts maybe present and so therefore may contain nuts.

Our products range consists of items which are classified as a toy and others which are not. Where an item is a toy it will be marked. This indicates compliance with Toy (Safety) Regulations.

Please be aware of the following general safety information when ordering

  • Party Bag Toys and fillers are not suitable for children under the age of 3 years.
  • Glow Bracelets are not suitable for children aged 3 and under due to the small size of the connectors being a choking hazard. We also recommend they not be given to children under 5 without adult supervision. This may also apply to a few of our other toys including our stretchy toys so please check this information carefully when you receive your goods. You are welcome to return any goods that are not age suitable.
  • Un-inflated Balloons should not be given to children under the age of 8 years due to choking hazard
  • All toys (with the exception of 35mm bouncy balls and latex balloons including punch balloons) come with a CE safety mark and hazard warning label noting age restriction advice.

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Pricing

Our prices are reviewed periodically and are subject to change without notification

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Discount Vouchers

Discount and loyalty vouchers can be used online at checkout or over the phone. Please note that these are not redeemable against any cakes that are already on offer or against any of our parcel cakes.

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