TERMS & CONDITIONS
Payment, Changes, Cancellations, and Delivery Policies
1. Contract and prices
When you order the goods, e.g. by confirming the offer, a binding contract is concluded. The price depends, among other things, on the actual size and the decorative effort of the respective product or the agreed amount at the time of your order.
When the goods are delivered, additional delivery costs are incurred, which are based on the distance to and from our bakery.
2. Payment Policies
2.1 Items purchased through our online-shop
Payments can only be made online through our shop.
Your credit card information is always encrypted during transfers over networks.
Wedding cakes & custom orders
We ask our customers to pay the total amount of the cake to reserve a slot.
2.2 Wedding & custom cakes should be paid within the time specified in your invoice. This can be done either on-site in cash, via PayPal payment or by transfer to our bank account.
You can find the payment details in your invoice. If payment is not made on time by the customer we reserve the right to cancel the order.
3. Important deadlines for requests to change your order
3.1 Items purchased through our online-shop
Small changes are possible as long as you give us a notice at least 7 days prior.
Simply send us an email with your wishes. We will do our best to make that possible.
All updated orders must be sent & will be confirmed via email.
Wedding cakes
All requests for changes to the shape, design, and type of cake can be taken into account even after the order has been placed, subject to compliance with important deadlines, but only if you let us know at least 4 weeks in advance. Our wedding cakes require a long production and planning phase, especially since we, as a small company, only accept a limited number of orders. It is important that the final version of your order is established at least 4 weeks prior to manufacturing. After that, we can only consider small change requests - specified below.
3.2 Custom orders
Depending on the size of your cake and the amount of time until delivery, slight changes are possible for around up to 14 days until the delivery of your cake. Please note, change requests are subject to extra fees.
4. Cancellation & Rescheduling deadlines and costs
4.1 Items purchased through our online-shop
Rescheduling the pick-up/delivery date is possible only in case of notice at least 10 days prior via email.
In case of cancellation, all requests must be sent through email. You will get a confirmation with the information on your refund, depending on the amount of time left until your order from the day of cancellation.
Cancellation requests sent up to 10 days prior to pick-up/delivery date will get a full refund (either back to your original way of payment or through a gift-card for our online shop).
Cancellation requests sent between 6-9 days before pick-up/ delivery, 50% will be refunded.
Any cancellations less than 6 days before the day of pick-up/delivery are non-refundable.
4.2 Wedding cakes & Custom orders
Rescheduling the pick-up/delivery date is possible only in case of notice at least 14 days prior via email.
In case of cancellation, all requests must be sent through email. You will get a confirmation with the information on your refund, depending on the amount of time left until your order from the day of cancellation.
In case of government restrictions related to Covid-19, that won't allow celebrating on the agreed date of the wedding, we can postpone the order to any date of your choice (upon CakesBerlin´s availability), if notice is given at least 14 days in advance.
Alternatively, if a refund is desired, you can request a 40 % refund + 40 % of your invoice sum will be transferred into a voucher (+ non-refundable 20 % processing fee).
4.3 When cancellation (not related to government restrictions) is desired:
- Cancellation request sent up to 12 weeks before the date of your event - 90 % will be refunded (minus a processing fee of 10 %).
- Cancellation sent up to 8 weeks before the date of your event - 75 % will be refunded.
- Cancellation sent up to 6 weeks before the date of your event - 50 % will be refunded.
- However, cancellations made within less than 4 weeks prior to the delivery/ pickup date are neither refundable nor transferable (after reserving a slot for you, we most likely won't be able to book another wedding on that exact slot).
In the unlikely event that CakesBerlin is unable to complete your order due to personal circumstances or otherwise, we will offer you a full refund.
5. Acceptance and transfer of risk as well as notification and complaint obligation
All cakes are packaged with care and attention (on a very solid cake board & thick carton box), and we cannot be held responsible for products lost or damaged after they have left the CakesBerlin studio premises. Once they have traveled beyond CakesBerlin Studio's door, the responsibility as a seller ceases to exist and this warranty does not apply to any defect in the products provided arising from damage, accident, negligence by you or any act of a third party, failure to follow instructions or any alteration you carry out.
CakesBerlin´s deliveries are made through an external courier service, we are not liable for defects and/ or damage resulting from incorrect storage or incorrect transport of the products by the driver.
In case of collecting from our studio:
When collecting the cake yourself: The customer must check the cake and notify CakesBerlin´s team of any noticeable issues. Complaints can only be asserted immediately upon collection.
Variances in the specified sizes and weights or appearance are not always avoidable due to manual processing. Therefore, a claim concerning these issues or a request of a reduction in price or other warranty rights, won't be accepted.
Please note that each cake is a unique creative expression, with no cake being exactly the same. We create something unique and beautiful for you each time inspired by your choices and design guidelines, never an exact replica. You should not expect your cake to look exactly as in the picture.
If the goods cannot be handed over to the specified delivery address for reasons for which CakesBerlin is not responsible or if the customer or recipient refuses to accept delivery, a refund will not be possible.
The risk of accidental deterioration, depreciation, damage, and loss of the goods is transferred to the customer or recipient when they are handed over. The customer is solely responsible for the proper storage & transportation of the goods as soon as the cake has left CakesBerlin´s studio.
6. Pickup Policy
6.1 The customer is responsible for arriving punctually at the scheduled pickup appointment.
6.2 In the event the customer is unable to attend the appointment, the customer must contact us in advance to request a reschedule. Rescheduling requests will be accommodated subject to availability and at our discretion.
6.3 If the customer arrives late for the scheduled appointment, the availability of the cake for pickup cannot be guaranteed, as the studio may already be closed. In such cases, the cake may be collected on the next business day, and it will be reserved for the customer only until 12:00 PM on that day.
6.4 Once the cake has been transferred to the customer at the time of pickup, all responsibility for the condition and handling of the cake passes to the customer. The company shall not be held liable for any damage to the cake occurring after the handover.
7. Delivery Policy
7.1 The customer must provide a complete and accurate delivery address, including all relevant details such as the name on the buzzer, apartment number, office number, or house number.
7.2 A valid and accurate phone number must be provided by the customer. The customer is responsible for ensuring they are reachable and present at the delivery address during the designated 3-hour delivery window. It is noted that the driver is only able to contact EU phone numbers.
7.3 If the customer is not present at the specified address and cannot be reached within 10 minutes of the driver’s arrival, the cake will be returned to our studio. This will result in the customer being charged an additional delivery fee to cover the return trip to the studio, as well as a processing fee.
7.4 Should the customer request a second delivery attempt, it will be treated as a new delivery order. The customer will be required to pay the full delivery fee, including the cost of the return trip to the studio, the processing fee, and the new delivery trip.
7.5 If the customer elects not to retrieve the cake after failed delivery attempts, no refunds shall be issued under any circumstances.