Shipping policy

1. Delivery Service Overview
1.1. Cakeco offers delivery through an independent third-party delivery provider (“Delivery Partner”).
1.2. By placing an order for delivery, you acknowledge that delivery services are performed by the Delivery Partner and not by Cakeco employees.

2. Product Handling & Minor Cosmetic Imperfections
2.1. All cakes leave our premises in perfect condition, having passed our internal quality checks.

2.2. Due to the nature of fresh cakes and external handling by third-party couriers, minor cosmetic imperfections may occur during transit, including but not limited to:

  • Light smudging of icing or frosting
  • Cream or buttercream touching or transferring onto the packaging
  • Slight softening of decorations
  • Small shifts in positioning of non-structural items

2.3. These minor imperfections do not affect the quality, taste, or safety of the cake and do not constitute grounds for refund, replacement, or compensation.

3. Major Damage
3.1. If a cake arrives with significant structural damage (e.g., collapsed tiers, large breakages that materially affect the product), the customer must:

  • Notify Cakeco within 1 hour of delivery, AND
  • Provide clear photographs of the cake and all packaging from multiple angles.

3.2. Cakeco will investigate the issue with the Delivery Partner. Decisions regarding refunds, partial refunds, or replacements are at Cakeco’s sole discretion.

4. Delivery Timings
4.1. Delivery windows are estimated and not guaranteed. Traffic, weather, and operational factors may cause delays.
4.2. Cakeco is not liable for delays caused by the Delivery Partner.

5. Customer Responsibilities
5.1. The customer must ensure:

  • The delivery address is complete and correct.
  • Someone is available to receive the order at the agreed time.
  • Access instructions (gates, buzzer numbers, etc.) are accurate.

5.2. If delivery cannot be completed due to customer error (e.g., no answer, wrong address, unsafe conditions), the order will be:

  • Returned to the nearest Cakeco branch (collection only), or
  • Left in a safe place (if the customer requested this).

No refunds will be issued.

6. Safe Place Delivery & Risk Transfer
6.1. If the customer authorises delivery to a safe place, responsibility for the cake transfers to the customer once the courier leaves it at the designated location.
6.2. Cakeco is not responsible for damage, theft, melting (hot weather), or environmental impact after delivery is completed.

7. Handling Cakes After Delivery
7.1. Cakes require appropriate storage (usually refrigeration).
7.2. Cakeco is not liable for damage caused after delivery has been completed, including:

  • Heat exposure
  • Mishandling
  • Incorrect storage

8. Allergies & Ingredients
8.1. All allergens can be found on our website; however, cakes are made in an environment that handles major allergens.
8.2. Cakeco is not liable for incorrect allergen choices made by the customer.

9. Order Changes & Cancellations
9.1. Once an order is confirmed, changes or cancellations may not be possible.
9.2. Any changes are at Cakeco’s discretion and may incur fees.

10. Limitation of Liability
10.1. To the fullest extent permitted by law, Cakeco shall not be liable for:

  • Minor cosmetic imperfections
  • Delivery delays
  • Customer handling or storage issues
  • Errors made by third-party drivers
  • Losses exceeding the value of the order

10.2. Nothing in these terms affects statutory rights.