Terms & Conditions

PLACING AN ORDER
Orders can be placed on-line via our website, over the telephone or in person in one of our patisseries. Full payment is required at the point of ordering unless agreed with us. You will be provided with an order confirmation with an order number and a payment receipt. If ordering on-line, check your junk mail folder as confirmations may be redirected there by your security software. Please check your copy of the order carefully and let us know if any items are incorrect. Due to the number of orders within Heriot Cakes it is especially important to check you have selected the correct branch and time/date for collection / delivery. Heriot Cakes cannot accept responsibility for errors made during the ordering process by the customer. Orders require a minimum of 24 hours notice. Wedding cakes and special or large orders require a minimum of 48 hours.

CHANGES TO ORDERS
Alterations to orders may be requested but cannot be guaranteed. No amendments or additions can be made with 24 hours of order fulfilment. Any alternations or amendments may incur an additional charge. Please note any changes will not be guaranteed until an email confirmation has been received. Orders placed for next day delivery cannot be amended, altered or cancelled once placed.

COLLECTING AN ORDER
If you have arranged to collect from one of our branches, the cake will be available within the time-slot selected. If for some reason you are unable to collect on the day specified, please contact the branch. We will hold the cake for you until the end of its shelf-life, when it will be discarded. Once a cake has been accepted, it is the customer’s responsibility to safely transport to its destination.

DELIVERY OF AN ORDER
Where delivery is requested, it is the customers responsibility to ensure a complete and correct address is supplied, along with a correct phone number for contact. It is also the customer’s responsibility that there is someone to accept the delivery at the address. Heriot Cakes cannot accept responsibility for late or missing deliveries due to insufficient or incorrect information supplied, or because there is no-one to accept delivery.

QUALITY
Our products are hand-made, using fresh natural fruit. Therefore there may be slight variations in appearance from those shown in our publicity material. We reserve the right to replace unavailable components with those of equal or better quality. Ribbon colour as shown is illustrative only – if a specific colour is required this must be requested at the time of ordering. On collection or delivery you will be asked to check the appearance of the cake. Please take the time to inspect the order, as Heriot Cakes cannot take any responsibility for visible errors not identified and shown to staff at this point.

CONSEQUENTIAL COSTS
Heriot Cakes will make every effort to fulfill you order correctly. In the unlikely event that this does not occur, please note Heriot Cakes does not accept any responsibility for consequential costs incurred due to errors made with products supplied or delivered. This does not affect your statutory rights.

CANCELLATIONS
We can only guarantee a full refund of your order up to 14 days prior to the collection or delivery date. Please note that if you cancel between 14 days to 72hrs prior to delivery or collection date you will receive a maximum of 50% of the order total. In the event of cancellations within 72hrs of collection or delivery, Heriot Cakes reserves the right to retain the total value of the order to cover costs. Please note if you place an order for collection or delivery within 72hrs you are ordering it in a non-cancellation period. Therefore, Heriot Cakes reserves the right to retain the total value of the order to cover costs.

ORDER CUTOFF TIMES
To be able to process and supply your order on the date requested you must complete payment by the store cutoff time, which varies depending on the store location fulfilling the order and the day it is required. If the cutoff time for an order is on the day you are placing the order it will be indicated clearly during the checkout process.
If the order is not completed and payment received by the cutoff time we will be unable to supply the product on the requested date, and we reserve the right to refuse any orders which are completed after the required cutoff time.

PRICE CHANGES
Heriot Cakes reserve the right to make price changes without prior notice, but guarantee that no price increase will apply to any confirmed paid orders made by a customer for collection on a date after which a price increase has been made.

CUSTOMER SATISFACTION
We work hard at Heriot Cakes to ensure your complete satisfaction with our products. If you are not entirely satisfied with your purchase or the standard of our service you should first speak to the manager of the Heriot Cakes branch you collected your order from. Alternatively you can contact us at Head Office via post, email or on-line form;

Customer Service
Heriot Cakes
20-22 Headstone Drive
Harrow
HA3 5QH
Email : customerservices@HERIOTCAKES.CO.UK

We will endeavour to give all complaints our urgent attention. Your complaint will be acknowledged within 5 working days and we will endeavour to resolve the matter within 15 working days.

CORPORATE ORDERS

Our corporate service makes ordering cakes for your workplace, business meeting or corporate event as easy as pie, with a dedicated project manager at hand to oversee your requirements.

BESPOKE CAKES

If you’re looking to make a celebration extra special then a bespoke cake is definitely the way to go. Our experienced chefs will provide lashings of originality to tailor make a birthday cake specifically for you.

WEDDING CAKES

Our beautifully crafted wedding cakes are created by a dedicated team of specialist wedding cake designers. Our bespoke bridal service includes one to one consultations and bespoke flavour tasting sessions, to ensure your wedding cake is as special as the day itself.