Before confirming your order with The Willow Tree Bakery please read the below Terms and Conditions. This document tells you the terms and conditions in which we sell and supply goods to you. Payment of your booking fee confirms your agreement with our Terms and Conditions.
Booking
To secure your booking with The Willow Tree Bakery, we require a non-refundable booking fee of £25 for orders over £30 and £80 for wedding orders. For orders under £30 or within a week of ordering, payment in full is required upon booking. Your date is not secured and your order is not confirmed until we have received the booking fee.
All quotations will be sent via e-mail and are valid for 7 days from date of issue. We reserve the right to revise prices after this period. Please note all booking fees are non-refundable.
Remaining Balance
For Wedding Orders, the balance of your invoice must be paid in full no later than 4 weeks before the date of delivery, as set out in your order confirmation.
For Celebration Cakes and all other orders, the balance of your invoice must be paid in full no later than 1 week before the date of delivery unless agreed otherwise.
If payment is not received by the date specified, we reserve the right to hold the order until payment is made in full. When payment is late, we accept no responsibility should we be unable to purchase the required stock or equipment to make the cake as laid out in the order confirmation. In these circumstances, the cake will be made as close to the order confirmation as possible with no liability on The Willow Tree Bakery.
Cancellations
All cancellations must be made in writing. If for any reason you have to cancel your booking, the booking fee is non-refundable.
For cancellations of wedding orders, with less than 4 weeks’ notice, the full payment (including the booking deposit) is non-refundable. For cancellations of celebrations cakes and all other orders, with less than 48 hours’ notice, the full payment (including booking deposit) is non-refundable.
Collection and Delivery/Set Up
All orders may be collected free of charge from The Willow Tree Bakery by prior arrangement. We accept no responsibility for any damage sustained to the cake once it has left the premises.
We are happy to deliver your cakes at an extra charge to your chosen venue. This will be included in your initial quote. If the delivery address changes after the order has been confirmed additional charges may be added to cover extra mileage.
When delivering to a wedding venue, we will contact the venue in advance to arrange a mutually convenient time for delivery. If we have set up the wedding cake, we shall take a photograph of the cake before leaving and where possible, obtain a signature from the venue confirming the cake has been received in good condition.
Once the order has been delivered and set up or collected you are responsible for it and we will not accept any responsibility for any loss or damage arising. If the cake is moved after set up the Company will not take any responsibility for any loss or damage arising.
If you request that we leave your cakes somewhere or with someone, this is your responsibility. We will not be liable if they do not arrive with you safely after we have handed them over.
Cake Stand Hire
If you wish to hire a cake stand, a hire fee (£5) and security deposit will be payable with the final balance. The stand must be returned to us in a good, clean condition within 4 days of the wedding. If you require the stand to be collected, additional charges for mileage will apply. Upon return of the stand, the deposit will be refunded. This will be refunded via bank transfer within 5 working days. Should the stand be returned broken or damaged, the cost of the replacement stand will be deducted from the security deposit.
Postponements
If you wish to postpone your Wedding/Event booking date for any reason, you must request this by email, and we will check our availability. A £15 postponement admin fee would apply. All deposit payments would then be transferred to the new date and any items listed in the invoice, provided they are available. Postponements may also be subject to an increase in costs, in line with the annual cost of inflation, dependant on the duration of the postponement.
In the event that The Willow Tree Bakery are not available for the postponed Wedding/Event date, our cancellation policy (above) remains.
Wedding postponements are available up until 4 weeks before the scheduled event date, after this, dates are non-transferable and final balances for the original dates are payable.
Celebration cake postponements are available up until 1 week before the scheduled event date, after this, dates are non-transferable and final balances for the original dates are payable.
We therefore strongly recommend you take out wedding insurance to cover your date.
Covid-19
Should your event be postponed due to Covid-19 (the couple unable to attend), then we will work with you to move your date. An admin fee (£15) or price increase may apply depending upon time between original and new date. If the event is cancelled or we are unable to fulfil your new date, the cancellation policy above remains. Any costs incurred for ingredients, materials and work completed prior to cancellation will be added to your final invoice if they can not be reused for your new date.
Complaints
Complaints are very rare and due to the amount of work put into each individual cake, we take them very seriously. Any issues must be brought to our attention within 48 hours of collection/delivery to give a fair opportunity to assess the nature of the complaint.
Complaints regarding the decoration of the cake can be easily repaired so errors of this nature must be pointed out upon delivery/collection to give us the opportunity to correct them. Wedding cake clients will be sent a detailed sketch of their wedding cake prior to the wedding. It is the client’s responsibility to check that this meets with their requirements and raise any issues with us if there are any discrepancies.
Where the complaint is in regard to the quality of the cake then the cake, or remainder of the cake/tier, must be returned to us as soon as possible after cutting and within 48 hours of collection/delivery to ensure that we are able to fairly assess the nature of the complaint.
Final Design
We will create your orders exactly as written throughout correspondence and on the confirmation email which is sent 6 weeks before the delivery date. Please double check that it is detailed as you require.
By paying your final invoice, you are confirming that what is detailed on the final confirmation is exactly what you want us to provide.
Any changes to the final design must be given no later than 4 weeks before the event. After this I will accommodate changes where possible but cannot guarantee.
The Cake
Upon collection/delivery, our cakes shall conform to the description as set out in the order confirmation, be of satisfactory quality and comply with all food safety, statutory and regulatory requirements in the UK. We will not be held responsible for customer disappointment of the design or the interpretation of the cake as long as it is made in line with the customers pre-agreed requirements set out in the order confirmation and will face no consequent liability. It is the customers responsibility to ensure all details within the order confirmation and sketch are correct and meet their exact requirements.
We cannot guarantee an exact replica of any cake, but we will use photos supplied by you as inspiration. Where colour swatches are provided, we will do our best to match as close as we deem possible. Exact colour matches are not guaranteed.
Fresh flowers are not included in the price of any wedding cake design unless specified upon enquiry to be provided by us. We will arrange the flowers on your cake whether provided by us or your florist. Please note some flowers are not suitable for use as a cake decoration. All flowers will need to be made food safe before being placed on the cake.
Stacked cakes contain dowels in each tier to provide support and these should be removed before consumption. We will provide details of any non-edible elements that should be removed before consumption.
The cake is a fresh product containing no additives or preservatives and it is our right to assume consumption on the day requested. Cakes should be stored in the fridge in the box provided and removed 1 hour before consuming or a dry place, at room temperature, away from direct sunlight and sources of heat in the box provided. Storage details will be provided upon delivery/collection.
Allergies
We cannot guarantee that any of our products do not contain any substance that may cause some form of allergic reaction. You are responsible for advising your guests of this and we will not accept any liability for any loss, damage or injury from exposure to anything which might cause an allergic reaction. This may include, but without limitation, nuts, nut products, eggs, alcohol, dairy, wheat, soya, sulphates or colouring.
You should also note that some decorations are not edible (fresh flowers, wires, ribbons, pins, jewels, boards, etc). You are responsible for advising your guests of this and we will not accept any liability for any loss, damage or injury arising from any such exposure.
A dietary list of ingredients can be provided to you if required. This must be requested a minimum of 4 weeks before your event. If a venue require a list of ingredients this is to be requested via you and not the venue
Our products contain gluten, wheat, dairy, eggs, soya, sulphites, gelatine and may contain traces of nuts. We cannot guarantee that any cake is entirely nut-free although we make every effort to ensure that allergies are accommodated.
We are willing to accommodate for certain allergies however, please consider this is a working kitchen full of a wide range of ingredients. We will use the correct ingredients for your requirements but we cannot guarantee it will be free from that particular requirement due to the kitchen it is baked in. We accept no liability for customers suffering allergic reactions from eating our cakes.
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The Willow Tree Bakery do not hold any responsibility for adverse weather conditions affecting access to any venue. The Willow Tree Bakery will give every attempt to get to the venue only when it is deemed safe.
The Willow Tree Bakery cannot be held responsible for ‘Acts of God’ (Fire, flood etc), Government Advice, Pandemics, labour disputes, failure of electricity supply and any other unforeseeable circumstance that prevent the promise of its services.
The Willow Tree Bakery reserve the rights to review and update the Terms and Conditions periodically.
