Booking
From the moment you choose the design and flavour of your cake, it is necessary to book it for your event. Reservation is required even if ordering cookies and other sweets in our offer. For wedding cakes, given their complexity, number of tiers, composition and design, we request booking to be made at least 3 weeks before wedding day. For birthday cakes, booking must be made at least 5 days before the event. Sometimes you can make reservation at the last minute, but for this, please contact us to check availability. When booking cakes whose value exceeds £100, we ask for a non refundable advance payment of 50% from the final price. The balance should be made 5 days before delivery day. Cakes whose value does not exceed £100, are paid in full (including delivery tax – wherever applicable), 3 days before the event, regardless of the payment method of your choice. If cakes are ordered less than a week before collection/delivery date, payment must be made in full on the booking day. Orders cannot be confirmed without an advance payment, and a full payment before the day of collection/delivery of our products. No exceptions!
Prices
The price is not negotiable and is set according to cake design and size. The offered price reflects time spent in making each custom project, ingredients and details used. We only offer discounts dependent on the quantity of ordered products. Request more information on this at booking time.
Payment methods
By bank transfer to the account mentioned bellow:
Bank: HSBC
Account no: 21576763
Sort code: 40 03 26
Account owner: Hortensia s sweets
Each payment will be confirmed by e-mail. We also accept cash payment. In this regard, our contact address is at your disposal.
Payment delays
Any payment unpaid within 2 weeks from booking day (for wedding cakes), gives us the right to cancel the reservation, and we cannot guarantee the execution of your order until your event. In this circumstance we will also be forced to make an update of costs.
Order cancellation
In case of order cancellation, we reserve the right to keep the advance. Cancelling a wedding cake order one week before the event will result in the loss of the full payment.
Delivery and collection
Delivery cost is calculated based on the distance to the product delivery address. This will be specified in the booking file. If you like, you can collect the product/products in person from our location. Once the product has been handed over to the clients, Hortensia’s Sweets does not assume any responsibility in case of further deterioration taking place. If you choose delivery, we assure you of an optimum product delivery and assembly at your reception.In exceptional circumstances, (bad weather, heavy traffic), conditions which are uncontrollable, we ask for your indulgence. However, we would void the charge for delivery as maximum compensation for the delay. We, also, always allow sufficient time to cover such unforeseen circumstances. In order that the delivery procedure should not encounter any obstacles, please provide us with specific information about the products ordered, about the delivery address, and about the person appointed to receive the ordered products, quoting a name and phone number. Cakes themselves are sensitive products, and tiered cakes have an increased fragility. We recommend that transport and assembly be performed by qualified personnel.
Recommendations
Before serving cakes and cookies, make sure that any decorative element is removed, to prevent risk of injury to any person! This is responsibility of the client. Hortensia’s Sweets does not accept any liability in this respect. A cake retains its qualities for 48 hours after the day of the event. We are not responsible for any unpleasant consequences resulting from inadequate storage of the products received from us.
Complaints
Please notify us in writing of any problems noted on delivery/collection of ordered products, attaching photo evidence of any errors. Alternatively, immediately return the product, which was unused for the intended purpose, because of the error/errors found. If time and conditions allow, we guarantee to solve the problem without additional cost. Maximum compensation in this situation shall not exceed the cost of the ordered product.
Hortensia’s Sweets assure you of every skill and dedication to create and offer unforgettable cakes and cookies!
Hortensia’s Sweets – the taste of your happy moments!
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