Applies to all our services (Consultations & Online Store)
All food sales are final – once a deposit has been placed your date is secured and we’ll start the ordering process.
As orders fall into the category of “personalised or made to order items” ; Returns & Refunds for these items are excluded under UK law (unless faulty); therefore these are non-refundable ; Production of orders start as soon as your deposit/payment is placed, including ordering/preparation of materials. The delivery date/pickup date also becomes non-transferable. To check the stage of your order, please login to My Account and view the status or e-mail us directly.
As per the UK Law, Guidelines & for reasons of hygiene and health & safety:
All made to order/personalised cakes CANNOT be cancelled or returned (unless faulty)
At all stages of your order process, we will ensure that all your goods are:
•of satisfactory quality and
•fit for purpose
In the event of a rare mistake should it happen on our behalf, this must be e-mailed to us at firstname.lastname@example.org, within 14 days of receiving your cake, along with your order number and problem.
We’ll rectify the issue and will tell you the appropriate action we’ll take.
At the time of ordering, please check your spelling ; we are unable to rectify orders if you have sent us the wrong details. If there are any faults/issues, we will repair the fault or replace the cake.
Applies to Consultations
Payment for consultation orders must be paid in full by at least 1 month in advance of the occasion otherwise the order may be cancelled at the discretion of Cake Diamonds.
Additional alterations to orders will be at the discretion of Cake Diamonds. It’s usually not possible to alter an order since production starts immediately.
Cancellation, Refunds and Returns
As highlighted above, made to order/personalised cake orders are excluded from UK Law from being returned/cancelled (unless faulty). However, we’ve extended our returns policy to help out where possible. This includes:
If an event has been postponed more than six months before the original event date, Cake Diamonds can offer to “transfer” your date forward at no extra cost ; this is at the discretion of Cake Diamonds dependant on order value/materials/losses and new location (if applicable ; in which extra charges may apply).
Zero Tolerance Abuse Policy
Cake Diamonds takes it very seriously if a member of staff is treated in an abusive or violent way.
Cake Diamonds operates a ‘Zero Tolerance’ service.
Aggressive behaviour, be it violent or abusive to any of our staff, will not be tolerated and may be referred to the appropriate authority.
Issues & Complaints
In the rare case of any issues regarding your cake, you must contact us within 48 hours and file your complaint/issue in writing – and must be delivered either by e-mail to email@example.com OR posted to us at 43 Marston Road, Leicester, LE4 9FE via a signed for service. Please note that by cutting into and serving any cake, you are accepting that you are happy with the cake and we accept no liability – Your statutory rights remain unaffected.
Delivery (Online Orders Only)
Once your order has been dispatched, it will be sent along via one of our designated couriers ; DPD or UKMail.
DPD/UKMail aim to deliver the next working day but this is NOT a guaranteed service.
If you require a guaranteed service, please choose the guaranteed option.
We will always do our best to ensure your cake gets to you ON or BEFORE your chosen date although this is NOT guaranteed.
We cannot be held responsible for delays by the carrier (i.e Due to Bad Weather, Non-Accessible Delivery Points).
It’s important to CHECK your e-mail regularly for tracking information and ensure someone will be home/work to sign for it.
If the goods are returned to us due to being non-deliverable (i.e. incorrect address provided, no one at home after 2 or more attempts), we charge a £15 redelivery fee.
It’s REALLY important that when you receive your item, you ensure the box is intact and in a good condition.
If the box is damaged, it’s important you let the driver know you to mark it as “damaged” on their system.
Only then we can take action and will contact the courier company directly to arrange an agreement.
If you sign for the goods and “Accept” the parcel, we cannot compensate/claim responsibility for any damage from the courier.
More information about our delivery service can be found here
Last Updated: Feb 19
If you are looking for information relating to COVID-19, please refer to this page