Refunds or Cancellation Policy- Once you have paid either your non-refundable retainer or payment in full to save your date and confirm your
order, wedo not issue refunds for any circumstances. Due to our full schedule and our attention to detail we start planning and preparing your
order as soon as it is confirmed. As much as we understand life happens, once we confirm your order, we refuse other orders that would interfere.
Thus, we could essentially lose an order twice, therefore we cannot issue any refunds.
Retainers (Deposit) - To confirm your order, we do ask for 50% non-refundable retainer/deposit. Your order is not considered confirmed until we have received this. Last minute orders require payment in full. Without the deposit, we will not hold your date. Priority will be given to the paying customer. Once we receive your deposit, we do not accept other orders that conflict.
Delivery- We do have a delivery charge based on the location. Once we have confirmed the delivery location, we cannot change this, as we have based other orders around ensuring our delivery to your location. For example, if your order is being delivered to Bandra and you now want it delivered to Cuffe Parade, that is a significant change for us and may require an additional 3-4 hours for us to deliver the order, hand it off and return to the bakery for later deliveries. We carefully add orders based on the time and location of the delivery and this is what has given us a 98% ‘on time’ deliveries. Please note we do make our custom deliveries in a van and we do not hand over your custom order to a 3rd party who delivers on a bike. Due to unpredictable circumstances such as weather (flooding), road & bridge closures or political rallies, your order may be late or we may have to cancel your delivery to your specified location. We of course do our best to come up with an agreeable alternative in these very rare circumstances.
Transport - Transporting your order is the riskiest part, we do our best to structure and prepare it for delivery but we cannot guarantee 'something' may happen en route. You are always welcome to pick up your order from our bakery. I recently heard a terrible story of a cake delivery where a BMC bus hit them and the cake was damaged. They attempted to fix the cake but the accident was not their fault and the BMC bus never even stopped. We have never had a catastrophe or a damaged order but of course the risk is there.
Pick-Up- If you choose to pick up your cake and transport it yourself, we are not liable or responsible for your order once it has left the bakery. You should prepare your vehicle so it is clean and free of items that could roll or slide into your order. Once the time has been agreed upon for pick-up, please ensure you come within 30 mins of that agreed time. Our bakery closes at 6pm and we are located near BKC in Kalina, off CST Road. Should our staff have to stay late, you may be charged their overtime wages. Orders should be placed flat in the car, not on one’s lap. Ensure the car is as cool as possible and remember the floor of the car may ‘heat up.’
Date Change- Once we have confirmed the date and time of your order, we cannot change this. Weekends are especially busy and difficult to change our baking schedule once an order has been confirmed. We carefully add orders based on our baking schedule and time needed to complete the details. By shifting your date, this can affect orders that have already been confirmed and paid for.
Design Change- Once the design has been agreed upon, any changes may occur additional charges and we cannot guarantee we can make the change. Some design elements can take an entire day to create and thus we cannot guarantee your new design is even possible. We also reserve the right to add additional charges for the additional time it may require.
Artistic License Disclaimer- Every custom order we make is hand-made. Decorative finishes are done by hand and are subject to the artistic interpretation of our experts. You may provide us with a photograph for inspiration however; we make no claims for exact duplication of the work done by other sugar artists.
Allergies/Restrictions: Our kitchen/bakery contains most allergens, such as: peanut butter, nuts, eggs, wheat & lots of dairy. If you have any food restrictions/allergies, such as eggs, please inform us at the beginning of the order. Not everything can be made as eggless.