Terms & Conditions - Refunds, Cancellations & Rescheduling Policy
Placing an order with Q's Bakery means you are agreeing to the terms and conditions that are provided below. Please read carefully and respect the conditions we have outlined.
Allergens: There is always a risk of contamination as in our kitchen we use or come into contact with products such as Cereals including gluten, eggs, milk, mustard, tree nuts, peanuts, sesame & soya. Please get in touch before you place your order if you need more information. Alternatives MAY be possible (only for bespoke). Please be aware any orders that include dark colourings may stain teeth, clothing or have an effect on the cream/cakes flavour so please be aware before placing your order. Allergens stated on each product description on our menu & a allergen alert sticker will also be provided on the product packaging. If you are unsure please get in touch at info@qsbakery.co.uk.
Hygiene: It is important that everything is done to ensure health and hygiene protocols. Hair will be covered and gloves will be worn at all times when physically coming into contact with customer orders to ensure safety of the baked goods. We can ensure our kitchen is managed by qualified Food Hygiene & Safety individuals.
Cancellations & Refunds:
Q's Bakery Menu: All orders must be cancelled with at least 3 days notice from the date of delivery/collection. All orders cancelled within the 3 day period will incur a cancellation fee of 50% of the order total.
Bespoke, Weddings & Events: All orders will incur a fixed fee of 25% of the order total regardless of the delivery/collection date. All orders cancelled within a 5 day period will incur a cancellation fee of 50% of the order total.
Rescheduling:
Q's Bakery Menu: Please let us know with at least a 3 day notice from the date of delivery/collection if you need to reschedule your order for another date. For orders within the 3 day period, please get in touch & we will try our best to accommodate if possible.
Bespoke, Weddings & Events: Please let us know with at least a 5 day notice from the date of delivery/collection if you need to reschedule your order for another date. For orders within the 5 day period, please get in touch & we will try our best to accommodate if possible.
Please note: The reason for the notices, is due to our bakery beginning most orders within this timeframe. The refund fee is to help us with any waste/restocking that we face. We thank you for your understanding
IMPORTANT: It is a customer diligence to ensure they have selected the right date and time for delivery, they will also be reconfirmed the selected times in their order confirmation email. Should we have any technical errors when a date/time is chosen, a member of the team will be in touch as soon as possible. Q's Bakery is not responsible for delivery/collection of an order, in which a customer has selected an incorrect date & time.
Damage to postal baked goods: Please be aware there may be a chance of slight damage to your postal baked goods as we are unable to control how royal mail handle the boxes. This is out of our hands when it comes to postal orders and it is at your own risk when you are placing your order. Here at Q's Bakery we ensure we package each postal box correctly to ensure minimal damage but with baked goods as they can sometimes be so soft, moist and delicate, it may be difficult to promise there shape. There may be a slight crack or smudge etc but that should not affect the taste of these scrumptious goods!
Availability: Please check our delivery and timeslots section before you checkout. For bespoke & wedding cakes, please get in touch to discuss.
How to pay: (Bespoke wedding cake orders): Half of total payment will be taken as a deposit when you are placing your order. Once deposit is paid, it is a confirmation of your order. Deposits are non-refundable. If deposits are NOT paid within 24 hours, the order will be cancelled straight away. Rest of the payment should be paid the same way of payment when during the week of delivery.
Bespoke cake & cupcake orders: You will be sent an invoice once a final design and price has been agreed on. This must be paid in full within 24hrs to secure your delivery.
Postal orders & Menu orders: Payments made through our website. Payment options available: all major debit cards, credit cards, e-wallets and PayPal.
NOTE: Once orders are placed & confirmed they cannot be changed on most circumstances. However, please get in touch if you would discuss some changes, and we will try our best to accommodate.