Terms & Conditions
At Rachelle’s we are committed to excellence and want your experience with us to run as smoothly as possible. Please read the information below as a guide to the service we provide. When making an order it is assumed you have agreed to the terms below.
Consultations are by appointment only. Appointments can be made by visiting our contact page and filling out the online form.
We do not charge for this service. Appointments last for one hour and are for a maximum of three persons. We appreciate that you may wish to bring a Bridesmaid, friend or Mother in Law!
You can also call Rachel at the studio if you need to discuss any aspects of your cake before making a booking. Bookings can also be made over the phone without prior consultation. T: 01305 459247 M: 07958 714672 e: firstname.lastname@example.org
Class bookings can be made via email or telephone. We request that classes are paid in full at the time of booking. If you cancel this booking we offer you the chance to re-book your class once within 3 months of cancellation on any dates that we might have available at our discretion. After this time we are unable to re book your class. Refunds are only issued if the class is cancelled more than 2 weeks before commencing. If you cancel less than 2 weeks before your class, no replacement class or refund are issued. Payments are not transferable for any other item. We reserve the rights to cancel classes for whatever reason; in this event all monies paid are refunded in full. All classes and vouchers issued must be completed within a year of booking / issue.
When booking your cake we require a £150 deposit. This deposit is non refundable should you cancel your order for any reason. Four weeks prior to your event you will receive an invoice for the remainder. The balance must be cleared 3 weeks before the collection or delivery of your cake.
Once the balance has been paid, work will start to commence on your cake. If your order is cancelled less than 21 days prior to the event we will refund 25% of the full amount paid. If you cancel less than 3 days before your order is due, no refund is made.
Any other refunds are made at our discretion only. We take payment by cheque or bank transfer. Details are available on request or can be found on your invoice. Any payments made including deposits can not be transferred to another product should you cancel your booking.
Change of Date
We are a small business and dates are reserved exclusively for you so we can dedicate our time to making your cake. If you need to re-schedule your event to a new date for whatever reason, if we cannot accommodate that new date there will only be a 50% refund of any deposit paid.
All re-scheduled dates must be made within 6 months of the original date otherwise the event is considered to be cancelled and must be re-booked. Any deposit paid will be lost.
Your deposit is non- transferable to another product.
If requested we will deliver your cake to your venue at a pre-arranged time. Delivery charges will apply dependent on location. Deliveries to the Kingston Maurward Estate are free. We will liaise closely with your Hotel or event coordinator to ensure that we deliver at the best possible time.
On occasion we are faced with severe weather conditions, public unrest, or other unexpected events that may make your venue inaccessible. You can be assured that we will always do our best to deliver as pre-arranged. Wedding insurance may give you peace of mind.
We do not charge a set up fee. It is our job to leave your cake looking fabulous and in perfect condition.
If we cannot set up your cake at a convenient time then we can leave your cake with the banqueting team. We want to ensure that we leave your cake and table looking beautiful so are happy to sprinkle petals, locate knives, straighten tablecloths and tie ribbons. We strive to leave everything looking perfect.
Cakes that are collected from our studios are always boxed for transportation. We provide full instruction on the care and handling of your cake. We would always recommend picking up your cake in a vehicle, tiered cakes can be very heavy. We do not take any responsibility for any damage that may occur to the cake once it has left our studio.
We are happy to make alterations to your cake design and order up to 4 weeks prior to your event date. If ordering cupcakes or mini cakes you may also alter the amount of your order. Please be aware that this may affect the balance due and your invoice will be adjusted accordingly. If you have any questions or concerns regarding your cake order, please just call.
We hire many different stands on which to display your cake. Please just ask to see our full range.
With stand hire we ask for a refundable £180 deposit on pedestal stands and £200 on tiered acrylic stands. This is payable with your final cake payment. The hire charge for pedestals is £25 and for tiered stands £40. We ask that all stands are returned to us by prior arrangement a maximum of 3 days after the event. This is because we may need it for another client. Deposits are refunded within 48 hours of a return by arrangement.
If stands are not returned, returned damaged or with pieces missing your deposit is surrendered. Any refund is done at our discretion.
With stand hire we will provide a protective box. Stands MUST be returned in this box. If you choose to return stands via the postal system, you must package appropriately and we take no responsibility for any damage caused by couriers or Royal Mail.
Flowers and in-edible items
At the request of the client, cakes sometimes contain in-edible items such as broaches, ribbons, flowers and feathers etc. These items must be removed before serving and we accept no responsibility for any harm these might cause.
We can provide flowers to decorate your cake, or we will liaise directly with your florist. Be aware that some flowers are not suitable for cake decoration, or may be toxic if eaten and all foliage must be removed before serving. Any contamination to your cake is not our responsibility.
We are happy to offer suggestions on cakes that are ‘free from’.
Eggs, nuts, alcohol and wheat are all common requests. Nuts are frequently used in our kitchen however not all of our cakes contain them. Please be aware. We cannot be held responsible for any ingredient contaminated at source, or any harm that may occur. If you are unsure, please just ask.
For your peace of mind Rachelle’s is a fully registered and inspected food premises. We are also fully insured. We very much look forward to making your cake.
All bouquets are bespoke, because of the organic nature of the designs, colours and small details may be subject to variation. No bouquet is ever exactly the same whilst every effort is made to create exact representations.
Once collected we are not responsible for any damage that may occur. Full storage and transport advice is given at collection.
Bouquets should not be left in extreme heat, in the car, or in a fridge for any extended length of time. The shelf life of cupcakes is short, they are made fresh to order but must be consumed within 24 to 36 hours from collection if they are to be at their best. Store in a cool dry place.
All cupcakes are vanilla with a brush of raspberry syrup unless otherwise specified. They are not gluten free and we take no responsibility for any food allergies unless stated at the time of ordering.
Full payment is taken in advance and no refunds are given once collected.
The gallery only offers a small taster of our beautiful designs. You can either choose directly from our online portfolio, change colours and flowers to suit your theme, or we can design a bespoke cake just for you.
Mon - Sat : 9am–6pm
Sunday : Closed
4 Maurward Close,
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