Welcome to Andrea’s Artisan Chocolates & Cakes Policy, which provides transparent and fair conditions for orders, postponements, and cancellations.
We are usually busy in the kitchen, so ALL INQUIRIES AND MESSAGES WILL BE ANSWERED WITHIN 48 HOURS MAXIMUM. Please ensure that any messages left on our answering service include accurate TELEPHONE CONTACT INFORMATION.
We can accept orders for cakes, desserts, and cookies based on our market activities, other planned activities (opening hours, holidays, vacation, etc.), and the orders that have already been booked.
ALL ORDERS MUST BE PLACED AT LEAST 3-5 DAYS IN ADVANCE. We kindly ask that you do not leave cake ordering to the last minute. If we do not have sufficient time, unfortunately, we cannot undertake the preparation of the cake. We appreciate your cooperation and understanding.
1. Order Terms
Order Management:
All orders must be submitted in writing, e.g., via SMS, e-mail, or one of our online platforms. The order is only confirmed once we have acknowledged it.
Custom Orders:
All unique requests and special requirements are subject to separate pricing, which we discuss with the customer in advance.
Deposit:
A non-refundable deposit of 50% of the total cost is required for all custom orders/reservations after consultation, payable to the email address [email protected] to secure the booking. All details must be received 3-5 days before the event date (excluding weddings) as we require complete information to start the baking and decorating process. If all information is not received 3-5 days before the event and the 50% deposit is not received, your request will be considered invalid, and your order will not be processed.
Payment:
Payment can currently be made in cash, by debit or credit card, or via electronic transfer.
2. Appointment Booking and Order Modification
Appointment Booking:
Please specify the desired date and service in as much detail as possible when booking. The appointment is only guaranteed after the deposit has been received.
Modification:
We only accept order changes in writing, and they must be submitted no later than 72 hours before the order is due. In the event of a later modification, we will fulfill the product based on the original order.
3. Cancellation and Refunds
Cancellation:
If an order is canceled, the deposit is non-refundable. In special cases, such as unexpected events, we may consider a refund.
Refund:
Refunds are only possible if the product or service does not meet the specifications ordered. All refund requests must be submitted in writing and must include a detailed explanation.
4. Pickup and Delivery
Pickup:
Products can be collected in person at a pre-arranged time. Please arrive on time for collection to avoid delays. If you or a designated party choose to pick up your own cake or cookie order, please note that you (the customer) ASSUME ALL RESPONSIBILITY for the condition of your order once it is in your possession. Once a product has been picked up by you or your nominee and leaves our premises, it is considered accepted.
Delivery:
We charge a separate fee for delivery, which we will inform the customer of when confirming the order. Delivery is available (this service is coming soon) within a 30 km radius for a fee of $25.00. For distances outside the 30 km radius, the fee is $20.00 plus $0.50 per kilometer.
We are not responsible for any damage that occurs during delivery not performed by us. Upon receipt, the customer is responsible for providing a cool and safe environment for the cake(s) and/or desserts (e.g., a cooler bag, air-conditioned transport, and a level and stable table or surface). WE DO NOT ASSUME RESPONSIBILITY for non-level, weak, or too-small tables or for damages resulting from improper transportation or placement in a warm vehicle. Please note that wind, rain, temperature, pets, bugs, or other situations, particularly with outdoor deliveries, can cause damage to your order. We are not responsible for any damage incurred after delivery and setup.
5. Warranty and Complaints
Warranty:
We stand behind our products, but this warranty only applies to manufacturing defects. Complaints about taste and quality will only be considered if they are submitted in writing within 6 hours of receipt.
Complaint:
All complaints must be submitted in writing, and we will strive to resolve them as quickly as possible. Please send us your complaint with detailed information.
6. Product Reviews
Andrea’s Artisan Chocolates & Cakes takes pride in our products, and we do everything we can to ensure our customers are completely satisfied. We value our customers and appreciate your excellent reviews. If you happen to be dissatisfied with our product or service, please contact us, and we will do our best to remedy the situation to the satisfaction of both parties involved.
7. Inspiration Photos
We do request inspiration photos; however, we do not guarantee that cakes will look exactly like the inspiration pictures, as we did not make the cake in the picture. Every cake artist has their own methods and style, and it is not possible to replicate someone else’s artwork exactly.
We recommend taking a look at the cakes on our website to get an idea of the quality and style of cakes from Andrea’s Artisan Chocolates & Cakes. Please let us know if you would like to proceed.
8. Standards of Conduct
Communication:
We ask that all our customers adhere to the principles of mutual courtesy and respect. We reserve the right to terminate any disrespectful or offensive communication.