Terms and Conditions

All products are made in an environment that handles gluten, wheat, eggs, dairy, soy and nuts. We cannot guarantee products are allergen-free and they are unsuitable for customers with severe allergies.

Occasion Cakes & Cupcakes:
Online & In-store Orders: All orders must be placed online through our website or in person at our store. Full payment at the time of booking is required to confirm your order.

Wedding Cakes:
Online Orders: Wedding cake orders are also placed online via our website and must be paid in full to secure your booking.

In-Store Orders: For orders placed in person at our store, full payment is required at the time of purchase.

Consultation Orders:

• If your pickup or delivery date is less than 6 months from the consultation date, full payment is required to confirm the order.

• If your pickup or delivery date is more than 6 months away, you may choose to pay either the full amount or a 50% non-refundable deposit.

  • If a deposit is paid, the remaining balance must be paid no later than 8 weeks before the delivery date.

  • Failure to complete payment by this deadline may result in cancellation of your order, and your date may be released to another client.

Payment Methods: Debit, Credit, Paypal, Apple Pay, Bank Transfer. We do not accept cash.

For occasion cakes and cupcakes:

• For a full refund, cancellation must be made within 7 working days prior to your order collection or delivery date. Verbal communication is not acceptable for cancellation. For any later notice of 3 working days, no refund is applied. If you would like to change your date, we will do our best to accommodate.

• For partial refund maximum of 50%, cancellation must be made within 3 working days prior to your order collection or delivery date.

• No refund shall be made should the delivery address not put correctly or fully by the customer leading to the item to be lost or left at the wrong premise, or address. More details are in the Delivery and Collection.

For Wedding Cakes and Desert Tables:

• For a full refund, cancellation must be made with at least 8 weeks written notice.

• For partial refund of 50% , cancellation must be made with a minimum of 4 weeks written notice.

• In the unlikely event that your event date is changed, we will do our best to accommodate the new date subject to availability.

Received Items: we do not accept returns once your order has been collected or delivered and refunds are only issued if you receive the wrong item.

• For orders that have already been received and do not deliver the specific taste preference, i.e. sweetness level, particular texture, or various decorations parts that do not have the same taste as the internal sponge and buttercream due to the larger amount of food colouring or additional decorations elements required to make such decorations, no refunds shall be made.

• Damage during transportation/delivery either by the customer or external courier: No refunds shall be made: Once the cake leaves our premise (the store), we do not hold responsibility for damaged cakes during transportation. We recommend you to personally pick up your order from our store in West Hampstead and we will instruct you how to handle the cake upon collection. Full details are under Risk & Damage Post -Collection section below.

• For items with a partial fault upon collection or delivery including the cake content and/or the decorations, a partial refund will be issued.

• For items that require proper storage upon delivery, any damage caused by the failure of storage arrangement such as cold room or fridge, we won’t be responsible once the item is safely delivered.

• Disclaimer on Cake Appearance

  Due to the handcrafted nature of our cakes, minor marks, color variations, or small imperfections may appear on the cake surface. These are natural results of our artisanal baking and decorating process and do not affect the quality or taste of the product. By placing an order, you acknowledge and accept that some slight marks or inconsistencies may be present.

• Food Colouring and Staining Disclaimer:

  While we take care to use high-quality, food-safe colourings in all our products, please be aware that some colours may cause staining on certain surfaces, clothing, and skin. Darker and more intense hues require a higher concentration of edible food colouring, which increases the likelihood of staining. This is especially true for colours like red, navy blue, black, dark forest green, hot pink, and other rich, vibrant tones.

  By purchasing our products, you acknowledge that we are not liable for any staining that may occur from handling or consuming items with these colours. We recommend exercising caution when eating or serving cakes with these strong hues, especially for young children or on delicate fabrics, furniture, or surfaces that may retain stains.

  To minimize staining:

  • Avoid contact with light-coloured fabrics, linens, and furniture while consuming cakes with intense colors.

  • Clean any spills immediately with warm, soapy water to prevent staining on surfaces.

  • Use care when consuming these items, particularly around young children.

  Failure to receive your order:

• If you don’t collect your cake at the agreed pick-up time or decline delivery, the order is deemed fulfilled and no refund will be issued. Any changes from pickup to delivery or vice versa , or date and time slot of pickup/delivery must be submitted through the written form on our website/contact page with order reference number. This request must be confirmed at least 3 working days prior to your pickup/delivery date.

  Risk & Damage Post‑Collection

• Transfer of Risk at Collection: Once your cake leaves our premises (the store) in West Hampstead, whether collected by you, someone on your behalf, or an external courier you arrange: all risk of loss or damage passes to you.

• No Guarantee After Handover: We take care to present your cake in good condition at the point of collection and provide handling and storage guidance. However, we cannot monitor or control what happens once the cake has left our premises and therefore we do not guarantee its condition or safety after collection.

• Customer Handling & Storage Responsibility: Cakes are delicate. Damage can result from (without limitation) tilting, impact, stacking with other items, heat exposure, direct sunlight, refrigeration/moisture issues, vibration during transport, or failure to keep the cake level and supported. From the moment of collection, you (and/or your courier) are solely responsible for correct handling, transport, and storage.

• No Refunds / Replacements for Post‑Collection Damage. We are not responsible, and no refunds, credits, or complimentary replacements will be issued for damage that occurs after the cake leaves our premises, including damage caused in transit, by incorrect storage, or by failure to follow the guidance provided at collection.

• Inspection at Pickup: We always ask if it is the correct order with all correct details before passing the item to you upon collection. By accepting the cake at collection, you confirm it is in good condition and accept responsibility from that point forward.

  Risk & Damage Post‑Delivery ( By Our Courier)

• Risk Transfers at Delivery: Once our courier delivers your cake to the agreed address and it is accepted (in person, by a recipient you designate, or via proof of delivery—e.g., photo of safe drop), responsibility for the cake passes to you. Our courier records proof of delivery for our internal records (e.g., photo/video at the drop location, recipient details). This record may be used to confirm when delivery occurred and when responsibility passed to you.

• Condition at Handover: We carefully prepare and pack your cake for transport and send it out in good condition. Our courier’s role ends at delivery. From that point we cannot control how the cake is handled or stored.

• Post‑Delivery Care Is on You: Cakes are fragile. Heat, uneven surfaces, tilting, stacking other items on the box, vibration, or incorrect refrigeration can all cause damage. Please handle and store your cake level, cool, and out of direct sunlight.

• No Refunds / Replacements for Damage After Delivery. We are not responsible, and do not issue refunds, credits, or complimentary replacements for damage that occurs after the cake has been delivered and accepted, including damage from mishandling, transport within your premises, or incorrect storage.

• Unattended / Safe‑Place Deliveries. If you ask us (or we are instructed) to leave the cake unattended, in a reception, with a neighbour, concierge, or safe place, delivery is deemed accepted at that time and risk transfers immediately. We cannot be liable for theft, weather exposure, or later damage.

Refund Method: All refunds will automatically be credited to your original payment card in 5-10 business days once processed.

• If you prefer another card , this would need to be confirmed in writing along with the order cancellation notice.

Alterations and amendments must be submitted via email no later than 7 days for occasions cakes and 3 weeks for wedding cakes prior to the booked date.

We will assess the request for an alteration, and endeavour to make alteration where possible dependent on the design and amount of notice given. We will let you know its effect on the price and any agreed timetable.

We reserve the right to change the design at any point if circumstances beyond our control compromise the quality of the finished product. e.g. weather conditions. We will let you know of any such changes and we will do our best to keep changes minimal.

We may update these Terms at any time. The version published on the Website at the time of ordering applies to that order.

All of our cakes are handmade and baked to order. As our products are perishable and have a short shelf life, we do not accept returns, exchanges, or refunds once an order has been purchased or collected, except in cases where the product is received damaged or incorrect.

Cakes should be consumed within 48 hours of receipt and kept refrigerated once cut.

Our cakes sometimes contain non-edible items, such as internal support structure and decorative items such as fresh flowers, Kids toys. These must be removed before serving or eating.

For wedding cakes with fresh flower decorations: we do not guarantee to match the exact colour and flower types unless flowers are provided by your chosen florist. We can only try to arrange the best possible match for your theme, depending on the availability of flowers.

Hand-crafted finish: Minor marks or colour variations are normal and do not affect quality.

• Food colouring: Dark or vivid hues (red, black, navy, etc.) may stain skin, fabric or surfaces.

• Non-edible elements: Support dowels, wires, fresh flowers and decorative toys must be removed before serving.

• Substitutions: If a specific ingredient or decoration becomes unavailable, we may replace it with a close match of equal or greater value.

• Fresh flowers: Exact varieties/colours cannot be guaranteed unless supplied by your florist.

Pickup/Collection: If the cake or products are collected from us, we cannot be held liable for any damages to the cake or products once they have left our premises. The collection vehicle should have a flat surface and be clean and tidy. This is the responsibility of the Buyer. The cake or products can be very fragile so we advise to drive very slowly and carefully and purchase non-slip matting.

• Late pickup and Missed Collection: if you do not come on time for your order within the time slot stated under the booking confirmation, it will be held with us for another extra 24 hours during our opening hours. No cakes are to be picked up outside the opening hours. Uncollected items are then disposed of with no refund.

• Risk & Damage Post‑Collection

  Transfer of Risk at Collection: Once your cake leaves our premises (the store) in West Hampstead, whether collected by you, someone on your behalf, or an external courier you arrange: all risk of loss or damage passes to you.

  No Guarantee After Handover: We take care to present your cake in good condition at the point of collection and provide handling and storage guidance. However, we cannot monitor or control what happens once the cake has left our premises and therefore we do not guarantee its condition or safety after collection.

  Customer Handling & Storage Responsibility: Cakes are delicate. Damage can result from (without limitation) tilting, impact, stacking with other items, heat exposure, direct sunlight, refrigeration/moisture issues, vibration during transport, or failure to keep the cake level and supported. From the moment of collection, you (and/or your courier) are solely responsible for correct handling, transport, and storage.

  No Refunds / Replacements for Post‑Collection Damage. We are not responsible, and no refunds, credits, or complimentary replacements will be issued for damage that occurs after the cake leaves our premises, including damage caused in transit, by incorrect storage, or by failure to follow the guidance provided at collection.

  Inspection at Pickup: We always ask if it is the correct order with all correct details before passing the item to you upon collection. By accepting the cake at collection, you confirm it is in good condition and accept responsibility from that point forward.

Delivery: Delivery slots are targets, not guarantees. We are not liable for delays due to traffic or force-majeure events. Risk transfers to you once we obtain a signature or photographic proof of safe receipt.

• We cannot be held liable for any damages to the cake or products we have delivered once we have delivered or delivered and set up the cake at the venue or delivery location and received a signature for the safe receipt of the goods on our delivery note or a photo proof (we will deliver with a delivery note - including, time. place of delivery, any inedible items to be removed, and consumable period).

• Storage and Handling: You are responsible for arranging with the venue regarding the expected delivery, storage and handling of the completed cake. We are not responsible for damage caused by improper storage (e.g., leaving cakes unrefrigerated in hot venues)

• Wrong Delivery Details: We also do not hold responsibility for the order being delivered to the wrong address or lost or missing if the customer do not put the correct or the full address required when placing the order. For example, if the address might not specified with the flat number or the venue/hotel name. We will not be responsible for the lost or missing item should it be delivered to the wrong address. No refund will be made.

  If a delivery fails due to an incorrect or incomplete address—such as a missing flat number, building name, venue/hotel/restaurant name, or the entry of a non-UK phone number instead of a valid UK mobile number—the order will be returned to our bakery. In such cases, the item will be returned to the bakery and stored here for another working day maximum, and you will need to call the store directly if you wish to arrange for collection from our store.

• Risk & Damage Post‑Delivery ( By Our Courier)

  Risk Transfers at Delivery: Once our courier delivers your cake to the agreed address and it is accepted (in person, by a recipient you designate, or via proof of delivery—e.g., photo of safe drop), responsibility for the cake passes to you. Our courier records proof of delivery for our internal records (e.g., photo/video at the drop location, recipient details). This record may be used to confirm when delivery occurred and when responsibility passed to you.

  Condition at Handover: We carefully prepare and pack your cake for transport and send it out in good condition. Our courier’s role ends at delivery. From that point we cannot control how the cake is handled or stored.

  Post‑Delivery Care Is on You: Cakes are fragile. Heat, uneven surfaces, tilting, stacking other items on the box, vibration, or incorrect refrigeration can all cause damage. Please handle and store your cake level, cool, and out of direct sunlight.

  No Refunds / Replacements for Damage After Delivery. We are not responsible, and do not issue refunds, credits, or complimentary replacements for damage that occurs after the cake has been delivered and accepted, including damage from mishandling, transport within your premises, or incorrect storage.

  Unattended / Safe‑Place Deliveries. If you ask us (or we are instructed) to leave the cake unattended, in a reception, with a neighbour, concierge, or safe place, delivery is deemed accepted at that time and risk transfers immediately. We cannot be liable for theft, weather exposure, or later damage.

We are not liable for failure or delay caused by events beyond our reasonable control— including but not limited to adverse weather, epidemics, transport strikes, supplier shortages or power outages.

Em Cakes is not liable for any direct, indirect, incidental, or consequential damages arising from the use of our products or website. This includes, but is not limited to, damages for loss of profits, data, or other intangible losses.

We retain copyright in all designs we create. Unless you request otherwise in writing before ordering, we may photograph completed products (without personal data) for our portfolio, social media and marketing.

These Terms are governed by and construed in accordance with the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the English courts.