The following terms and conditions form a legally binding agreement between The Phoenix Cake Company and the customer placing an order or booking.
Last updated: May 2026
Welcome to The Phoenix Cake Company. By placing an order with us, you are agreeing to the terms and conditions below. These terms are in place to protect both our customers and our business, while helping everything run as smoothly as possible.
All products from The Phoenix Cake Company are handmade in small batches and are naturally gluten-free.
As all bakes are handmade, slight variations in colour, decoration, finish, and appearance may occur.
We reserve the right to update product designs, flavours, decorations, and packaging where necessary whilst maintaining the overall quality and style of the product.
Customers acknowledge that food products are prepared in an environment where allergens are present.
While The Phoenix Cake Company operates as a gluten-free kitchen environment and every reasonable precaution is taken to minimise cross-contamination risks, we cannot guarantee the complete absence of the below trace allergens.
By placing an order, customers accept responsibility for assessing whether products are suitable for their individual dietary requirements and health conditions.
All products are made in a gluten-free kitchen environment.
Please note that while every care is taken to avoid cross-contamination, our products may contain or come into contact with other allergens including:
Customers are responsible for informing us of any allergies or dietary requirements before placing an order.
We cannot guarantee products are suitable for those with severe allergies, intolerances, or anaphylaxis.
The Phoenix Cake Company accepts no liability for allergic reactions where allergens or dietary requirements have not been fully disclosed at the time of ordering.
A non-refundable booking fee may be required to secure celebration cake orders and event bookings.
Final balances must be paid before collection or delivery unless otherwise agreed.
Design inspiration images may be used as guidance, but exact replicas cannot always be guaranteed.
Customers are responsible for checking all order details carefully at the time of booking.
Once a cake has been collected or delivered, responsibility for safe storage, handling, transportation, and consumption passes fully to the customer.
The Phoenix Cake Company shall not be liable for any damage occurring after collection or delivery, including damage caused during transport, unsuitable storage conditions, weather, venue conditions, or mishandling by the customer or third parties.
Cakes should be stored in a cool, dry environment away from direct sunlight and heat sources.
Wedding and event bookings should be secured as early as possible due to limited availability.
A booking fee may be required to secure your date.
Final numbers, design details, and balances must be confirmed by the agreed date prior to the event.
If access or setup times change, customers must inform us as soon as possible.
We reserve the right to photograph our work for portfolio, website, and social media purposes unless otherwise requested.
Postal products are baked fresh and have a limited shelf life.
Customers are responsible for ensuring someone is available to receive the parcel where necessary and for storing products appropriately upon arrival.
Postal boxes and monthly drops are baked fresh to order and dispatched on the stated dispatch date shown at the time of ordering.
Dispatch dates are not guaranteed delivery dates.
Once orders have been handed to the courier, delivery times are outside of our control.
Customers are responsible for ensuring delivery addresses are entered correctly.
We cannot accept responsibility for delays caused by couriers, incorrect delivery information, failed delivery attempts, parcels left in unsuitable conditions, weather disruption, or circumstances outside of our reasonable control.
Risk transfers to the customer once the parcel has been handed to the courier service.
Due to the perishable nature of our products, postal orders are non-refundable unless the item arrives damaged or incorrect.
Any issues with postal orders must be reported within 24 hours of delivery and photographic evidence may be required.
The Phoenix Cake Company reserves the right to refuse or cancel bookings where venue access, safety, licensing, weather conditions, power supply, or operational requirements are deemed unsuitable.
Customers hiring the horse box are responsible for obtaining any permissions required by the venue or local authority.
The Phoenix Cake Company horse box may be available for private hire for weddings, events, markets, and celebrations.
Availability is subject to dates, location, and event requirements.
A booking fee may be required to secure private hire bookings.
Customers must ensure suitable access and setup space is available at the venue.
Additional travel charges may apply depending on location.
All prices are subject to change without notice.
Quotes are valid for the period stated at the time of issue and may be withdrawn or amended after this period.
Payments can be made via the payment methods available at checkout or as agreed during booking.
Orders will not be confirmed until payment or booking fees have been received.
We reserve the right to cancel orders where payment has not been completed.
As products are handmade, perishable, and often bespoke, refunds are not automatically provided.
Refund requests will only be considered where there is clear evidence that a product is faulty, damaged upon arrival, or significantly different from the agreed order specification.
Due to the bespoke and perishable nature of our products, cancellations and refunds are handled on a case-by-case basis.
Booking fees and deposits are non-refundable.
Refunds will not be issued for change of mind.
If there is an issue with your order, please contact us as soon as possible and we will always do our best to resolve it fairly.
Collection times must be agreed in advance.
Customers are responsible for transporting cakes safely after collection.
Delivery times are approximate and may occasionally be affected by traffic, weather, or circumstances outside of our control.
We may photograph cakes, postal boxes, events, and products for use on our website and social media platforms.
By placing an order, customers agree that photographs of products may be used for promotional purposes unless otherwise requested.
To the fullest extent permitted by law, The Phoenix Cake Company shall not be liable for any indirect, incidental, special, or consequential loss arising from the use, consumption, delivery, or handling of products.
Nothing within these terms excludes liability where exclusion is not permitted by law.
If you have any questions regarding these terms and conditions, please contact:
The Phoenix Cake Company
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