• Kingsbury
  • -
  • 020 8204 3949
  • Heston
  • -
  • 020 8577 6393
  • North Harrow
  • -
  • 020 8427 9990
Open
Mon to Sat : 9am to 7pm (Heston : 8am to 6pm) Sunday : 10am to 4pm
Shop by Occasion
Shop by Type
Terms and Conditions

Refunds

  1. Refunds may occasionally be offered at the discretion of the management. Refunds are only taken into consideration in circumstances where there is a clear reason to do so, For example technical failure, or situations where you clearly did not receive what you have ordered.
  2. All claims for refunds will only be entertained if received in writing at the shop within 48 hours of collection.

Internet Sales

  1. Internet sales orders can only be confirmed as received once a confirmation email has been received by the customer.
  2. The two hour notice commences upon confirmation.
  3. No amendments can be made to internet orders once payment has been made.
  4. We must be notified of any complaints arising from a fresh cream cake within 24 hours. The cake and any portions need to be returned for testing and further investigation within 24 hours.
  5. In the event of a technical failure, website service outage or issues beyond our control, the extent of our liability will be limited to the total amount paid for the cake. Service Outages on our website will not include downtime due to Acts of God, nor outside security breaches.
  6. In the event that an incorrect price is charged for an online order due to any technical glitch or error on the online ordering system, Kool Cakes Bakery reserve the right to charge the correct price. We will make every effort to notify you of this prior to collection.
  7. We do not sell undecorated cakes. This relates especially to the top of the cake which must be decorated with the chosen topping or with a message or both. The online ordering system has been designed to cater for this. Any requests for undecorated cakes via the 'additional message' section will not be entertained.

Cakes

  1. Serving portions are estimates only.
  2. We do not offer exact dimensions as each cake is hand crafted in freehand. Our cakes look big and carry a great impact. We have never had a customer complaint with regard to cake portions.
  3. Our cakes do not have nuts as an ingredient (unless included as an extra) but there may be nut traces present.
  4. Our cakes are made with vegetable fat and contain no animal fat.
  5. We do not sell cakes to customers with food allergies. It is the customer's responsibility to notify us in writing on the order form if a food allergy exists.

Wedding Cakes. This section applies to shop sales only.

  1. You will always be given written order confirmation. Please check it and notify us in writing if anything is not correct.
  2. Wedding cake stands can be hired costing £100.00 - £200.00 which is refunded when the stand is returned within two days after date of collection or delivery of the cake. Late return of a Wedding Stand is charged at £10.00 per full day which will be deducted from the deposit held until fully depleted.

Cake Storage and Shelf Life

  1. All cakes should be stored in a cool dark place on a flat sturdy surface.
  2. Only Fresh cream cakes should be stored in a fridge.

Edible Images and Sugar Models

  1. Edible images can be put on almost any cake at a cost of £10 per picture.
  2. Editing and altering images may involve extra charges.
  3. We can scan and print any photograph or image. Whenever an image is scanned and printed the quality deteriorates so make sure you give us the best quality pictures you can.
  4. If you wish to supply a digital picture, we only accept jpg images.
  5. Hand made sugar models to accompany your cake such as flowers, ballet shoes, cars, etc cost extra. These are quoted for separately.

Orders

  1. Fresh cream cakes can be made with two hours notice commencing confirmation of order.
  2. Buttercream cakes require one working day notice, icing cakes require two working days notice.
  3. We require 2 working days notice for wedding cakes. Please order as early as you can. Please check your order thoroughly before payment.
  4. For bespoke cakes, our decorators can only create the finished article from what they interpret from the wording of your order. It is not possible to create exact specifications when modelling food, just a graphical representation.
  5. 24 hours after your cakes has been ordered and paid for, any further alteration will carry a £5.00 administration fee
  6. Internet orders cannot be altered once payment is made.
  7. If an inscription, colour or any other choice is left un-selected on your order then we reserve the right to use our own discretion.

Payment

  1. We require a deposit on Wedding Cakes. 50% is due on order, the balance due four days prior to delivery / collection.
  2. Fresh cream cakes over £30 require a 50% deposit.
  3. All buttercream and icing cakes require a 50% deposit.
  4. We only accept cash, credit or debit cards. We do not accept cheques.

Online payment

  1. Non-receipt of Worldpay payment authorisation confirmation by the customer indicates non-acceptance of order.
  2. The order confirmation must be provided when collecting cakes.
  3. We take no responsibility for ensuring the authenticity in respect of the bearer of the receipt for collection of the cake.

Delivery

  1. All cakes are delivered boxed.
  2. Delivery charges are quoted separately at the time of order.
  3. We only deliver within the London M25 Area. Delivering in London is very unpredictable due to congestion. All cakes will be delivered on your chosen delivery date.

Cancellation

  1. There will be no refund on cakes cancelled, however on shop orders a credit voucher may be issued for the equivalent value, valid for six months from date of issue.
  2. Credit vouchers are issued at the discretion of the management. Internet orders cannot be cancelled or amended once payment is made.

Complaints

  1. Corrections and repairs to cakes, including inscription mistakes, can be corrected on the same day in most cases. You are required to give us this opportunity and must let us know of the problem upon collection or delivery of the cake.
  2. Complaints are very rare and so we take them very seriously. Some complaints may require further investigation and an immediate response may not always be possible. Cakes, or part of cakes, must be returned within 17 hours of collection to ensure we are able to fairly assess the nature of the complaint. The cake must be in a suitable state to enable further investigation, assessment and testing.

Your statutory rights are not affected.

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