cake Policy
Failure to read our cake policy before or after purchasing a cake does not affect our enforcement of the policy. We will stand by our policy.
Arguing, pleading or any negative behavior to or with the staff is not a reason for a refund.
We use many common allergens in our bakery so we cannot guarantee that our bread or cakes are completely free of any allergens. If you have a severe allergy we recommend not buying from our store.
Our cakes vary from 4” to 5” tall. Filling, thickness of bread affects height. This does not include decorations, flowers or fruit placed on top. All cakes are handmade so no two will be alike even if the decoration is the same as another.
All cake orders must be made 2-3 days in advance, minimum. For custom cakes that require sourcing of special decor or cake toppers, please allow for more time (1-2 weeks+). All cake orders must be made in person. Questions may be answered over the phone but no official order will be made.
A deposit of half of the total cost is required on all cake orders, at minimum.
We only work with whipped cream. It is light, soft and has a light vanilla flavor. We do not work with any kind of buttercream, fondant or other kind of (flavored) icings. Whipped cream does not harden like buttercream.
Read and verify the order form to check spelling of names, details of the cake (bread, filling etc) and that any changes to the cake design are clear. The decorator will make the cake as-is on the order form. Some designs use a lot of whipped cream (unicorn hair, flowers, etc), this is not seen as a flaw. Once a cake is done, changes to the cake are unlikely do to the consistency of whipped cream (writing can’t be scraped off without obvious damage etc). Failure to properly describe your vision for the cake is not the staff’s responsibility. Please think about how you want the cake before ordering and have references (color swatches, pictures, drawings). Failure to address a mistake on the order form before leaving the bakery or anytime before the cake due date is seen as accepting the information on the order form. Words may be written on the cake in cursive. Letters may not look exactly as they do in print; this is not seen as a flaw or misspelling of a name.
You may bring a photograph for inspiration and duplication; however, we make no claims for exact duplication of the work done by other cake decorators. Every cake of ours is completely hand made and thus not a duplication of another cake, even if we have done the design before. Dark colors used in borders or any design drawn onto the cake may bleed after a few hours or the colors used while airbrushing may spread onto other areas of the cake, this is not seen as a flaw. We cannot guarantee we will be able to recreate another decorator’s work or know what materials were used, size of the cake, height of the cake or where they found the decorations used. Minor color variations or discrepancies in the finished design are not seen as flaws and are dependent on the size of the cake (available “drawing” area), lighting, availability of a specific color etc.
If you or your designated party come to pick up the cake before the time listed on the order form, especially in the morning hours, and the cake is not ready, you will have to wait. The decorator will not rush because you are in a rush and did not plan accordingly. There may be multiple cake orders on the same day. Cakes are made in order of pick up time from earliest to latest. All cakes should be picked up at the time on the order form or later, not before. If you want to pick up before, please call the bakery to let us know and to see if that is possible. Once the cake has been picked up by you or your designated party, it is considered “accepted”. Accepted means that you or your designated party looked at the cake and were satisfied with it. Cake flavor and texture is subjective. Every bakery makes cakes with their own unique recipe and style. Refunds will not be given on the basis of not liking the flavor of the cake.
All products are made to be eaten on the day of the celebration.
Pillars
If your cake includes pillars: Using pillars means each cake will be in its own box and the customer is responsible for stacking the cake at home or venue. Pillars will be placed on the designated cakes so they are ready for stacking. A security deposit of $50 will be charged for the pillars. Once they are returned, the $50 will be returned to the customer. Failure to return the pillars means no refund of the security deposit. Damage to the pillars may result in a partial or no refund of the security deposit. Pillars should be clean upon return. Security deposit not included in the total deposit amount. For example if your cake total is $80 and you choose to leave a deposit of half of the amount, your deposit will be $40 for the cake and you will be charged $50 for the pillars. On the day your order the cake you will pay $90. When you pick up the cake, you will pay the remaining $40. When you return the pillars in the same condition they were given, we will return the $50.
Transportation
We do not deliver cakes. The customer or designated party is responsible for picking up the cake in a timely manner, paying any balance at the time of pick up, having enough space in their car for the cake, and getting the cake safely to its destination. For cakes that suffer damage during the transportation process, (sliding, falling of decor, hands getting on the cake etc) there is a minimum service fee to redecorate the cake of $10 to half of the cost of the cake, depending on the amount of work that needs to be done again. If the entire cake needs to be redecorated, expect to pay half of its cost.
The customer is 100% responsible for the cake once it leaves the staff’s handling. Even if the customer is still inside the bakery or parking lot, any accident or sliding of the cake is the customer’s responsibility. Whipped cream is soft and we do not freeze our cakes. We suggest keeping a cake at room temperature or in a refrigerator for best taste and taking it out when it will be served. Our whip cream does not completely melt but any damage done to the cake by the heat or sun is not our responsibility. Cakes must always be on flat, sturdy, horizontal, even surfaces. When carrying a cake, always keep it level. We suggest putting cakes in a car trunk or floorboard area, and NOT a car seat. Car seats are not level. Harsh turns/stops and bumpy roads may make a cake slide or make a decoration fall, always drive with care. Windy and rainy days should also be approached with caution. We may offer a cart to help transport the cake from the bakery to your car. If none is offered, you may ask for the cart. Pictures are always taken of the cake before it it fully boxed up for reference. Tres leches milk leaking from a cake is normal. Leaking amount will vary. Cake boards are thick and should withstand leaking but it may be sticky.
REFUND POLICY
The only time we MAY refund (and it is subject to approval/on a case by case basis) is if there is a major visual flaw, resulting in the disfiguration of the cake AT THE TIME OF PICK UP. In this scenario we will only refund 30% of the cost of the cake. While there may be a visual flaw, the cake itself is still edible. All cakes are made and handled with care but sometimes things happen that are out of the decorator’s/staff’s control. You have the option of taking the cake with you or leaving it at the bakery but we will not give more than a 30% refund. Cakes left with us will be trashed. Damage that happens to a cake after it leaves the staff’s handling is not our responsibility. If you’d like us to fix it anyway we can and there is a service fee (see Transportation). We will not and cannot give a full refund in this scenario due to the time spent making the cake, the materials/ingredients used etc.
We reserve the right to use any image of a product made by us for publication at a later date.
We reserve the right to discontinue business/refuse service to any customer with whom we had a bad experience.