1 General
Welcome to the Floria Cakehouse website. This website is owned and operated by Floria Cakehouse Ltd (“Floria Cakehouse”, “we”, “us”, or “our”).
Please read these Terms and Conditions carefully, as they constitute a legally binding agreement between you and Floria Cakehouse. By accessing our website, placing an order, or using any of our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
If you do not agree with any part of these Terms and Conditions, you should not use this website or place an order with us.
If you have any questions regarding these Terms and Conditions, please contact us at info@floriacakehouse.co.uk, and we will be happy to assist you.
2 Products
2.1 All cakes, desserts, and baked goods are freshly prepared to order and may vary slightly in appearance from the images displayed on our website, social media channels, brochures, or other marketing materials.
2.2 Product sizes, colours, designs, decorations, and finishes are approximate and may vary slightly from photographs or sketches unless otherwise agreed in writing.
2.3 At Floria Cakehouse, we offer a wide range of delicious flavours to suit different tastes and preferences. Detailed flavour descriptions, ingredient information, and allergen information are available on our website and should be reviewed before placing an order.
2.4 As many of our products are handmade and bespoke, minor variations in colour, decoration, design details, and finishing touches may occur. Such variations do not constitute a fault, provided the overall design remains substantially consistent with the agreed order.
2.5 Customers are responsible for ensuring that all names, messages, dates, spellings, and other personalised details supplied for their order are accurate at the time of confirmation.
2.6 Floria Cakehouse reserves the right to make reasonable substitutions to decorations, ingredients, or non-essential design elements where necessary due to availability, provided that the overall design, quality, and value of the product are not materially affected. Some Fruits are subject to change based on availability.
2.7 Any design work, sketches, digital mock-ups, photographs, artwork, or other intellectual property created by Floria Cakehouse remains the property of Floria Cakehouse and may not be copied, reproduced, or used without our prior written permission.
3 Allergens
3.1 Full allergen information is available within the product description for each item and on our Flavour Guide page. It is the customer’s responsibility to review this information carefully before placing an order.
3.2 In accordance with UK food information regulations, all declared allergens are clearly highlighted in bold within our ingredient listings.
3.3 If you have any food allergies, intolerances, or dietary requirements, please contact us before placing your order so that we can advise on the suitability of our products.
3.4 While we take every reasonable precaution to minimise the risk of cross-contamination, our kitchen handles a variety of allergens, including but not limited to cereals containing gluten, milk, eggs, soy, nuts, peanuts, and sesame. Therefore, we cannot guarantee that any product is completely free from allergens.
3.5 Customers with severe allergies should be aware that all products are prepared in a shared kitchen environment and are consumed at their own discretion.
4 Orders
4.1 Orders must be placed in advance; minimum notice periods may apply depending on product type.
4.2 Advance Notice: Cake booking notice varies by cake type and design complexity, typically 3–21 days, subject to availability.
4.3 For Same-Day or Next-Day Collection cakes or treats: Orders must be placed before 2:00 pm.
4.4 Custom and celebration cakes require full details (design, size, flavour and message) at the time of order.
4.5 Floria Cakehouse reserves the right to refuse any personalised message, wording, image, or design request that we consider offensive, inappropriate, discriminatory, defamatory, unlawful, or otherwise inconsistent with our values and standards.
4.6 In such circumstances, the customer will be offered the opportunity to amend the message or design request. If an alternative acceptable wording or design cannot be agreed upon, the customer may cancel the order and receive a full refund of any monies paid.
4.7 Floria Cakehouse reserves the right to decline or cancel any order at its discretion, including but not limited to circumstances where we are unable to fulfil the order, where requested designs or messages are deemed inappropriate, or where there are concerns regarding payment, availability, or operational capacity. In such cases, any payments made will be refunded in full.
4.8 Upon placing an order, you will receive an email acknowledging receipt of your order. This acknowledgement confirms that we have received your order request, but does not constitute acceptance of the order. An order is only accepted once Floria Cakehouse has reviewed the order details, confirmed availability, and issued an order confirmation.
5 Prices & Payment
5.1 All prices displayed on our website, social media platforms, quotations, and promotional materials are shown in Pounds Sterling (£) and are subject to change without notice.
5.2 Floria Cakehouse reserves the right to amend, update, or withdraw prices at any time. Any revised prices will take effect immediately upon publication and will apply to all new orders placed after that time.
5.3 Once an order has been confirmed and any required deposit has been paid, the agreed price for that order will be honoured and will not be affected by any subsequent price changes, unless the customer requests changes to the order specification, size, design, delivery requirements, or other details that affect the cost.
5.4 Full payment is required at the time of ordering for standard products unless otherwise stated.
5.5 For bespoke cakes, a non-refundable deposit of 50% of the total order value is required to secure the booking. Details about the bespoke cakes deposit are found in section 7.3
5.6 We accept payment by the payment methods displayed on our website. Orders will not be processed or confirmed until the required payment or deposit has been successfully received.
5.7 In the event of a pricing error, whether caused by a technical issue, typographical mistake, or other error, Floria Cakehouse reserves the right to cancel the affected order and provide a full refund of any monies paid.
5.8 All payments are processed securely through our approved payment providers. Floria Cakehouse does not store customers’ full payment card details.
5.9 Payments are non-refundable except as stated in Section 7.
6 Collection & Delivery
6.1 Customers are responsible for checking orders at the time of collection. Once collected, responsibility for the product transfers to the customer.
6.2 Delivery charges are calculated based on the distance between our premises and the delivery address.
6.3 Delivery times are estimates; we are not liable for delays beyond our control.
6.4 Cakes that are not collected within 48 hours of the agreed collection date and time may be disposed of due to their perishable nature. No refund or credit will be issued for uncollected orders.
6.5 If you miss your delivery, we will try to make contact on the number provided to see if we can deliver to somewhere else (for an extra cost), or leave with a neighbour. If we can’t get hold of you, the goods will be taken back to our store.
6.6 Unfortunately, the delivery fee is non-refundable, as our driver has already attempted delivery. Any redelivery request may be subject to additional charges and availability, or the cake may be required to be collected from our store within 24-48 hours.
6.7 If you open the box and find the cake damaged or missing, please contact us immediately. We will do our best to resolve the issue. It will be difficult to investigate or rectify claims of visible damage if they are made more than 4 hours after the delivery.
6.8 While we make every effort to deliver your order within the agreed time slot, circumstances beyond our reasonable control, including traffic congestion, vehicle breakdowns, road closures, accidents, adverse weather conditions, or other unforeseen events, may occasionally cause delays.
6.9 Floria Cakehouse shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events beyond its reasonable control, including but not limited to severe weather, fire, flood, power outages, illness, government restrictions, transport disruption, or supplier failure.
6.10 While delivery times are estimates, we will make reasonable efforts to deliver within the agreed timeframe. Where a significant delay occurs due to circumstances within our control, we will assess appropriate remedies on a case-by-case basis.
6.11 For customers residing in apartments, flats, gated communities, or locations with restricted parking or access limitations, we may request that the order be collected from the driver at the entrance to the building or another mutually agreed location, unless special assistance has been arranged in advance.
6.12 It is the customer’s responsibility to ensure that accurate delivery details are provided and that someone is available to receive the order at the agreed delivery time.
7 Cancellations & Refunds
All cancellations and refunds are governed by our Cancellations & Refunds Policy, which forms part of these Terms and Conditions. By purchasing our products or services, you agree to the terms of the Cancellations & Refunds Policy. Please review our Cancellations & Refunds Policy.
We reserve the right to approve or reject cancellation and refund requests in accordance with the Cancellations & Refunds Policy and applicable consumer protection laws.
8 Storage & Consumption
8.1 Cakes should be stored and consumed according to the advice provided.
8.2 We are not responsible for deterioration due to improper storage or handling after collection.
9 Complaints
9.1 Any issue, concern, or complaint relating to an order must be reported to Floria Cakehouse within the timeframe stated in 9.2, and must be supported by clear photographic evidence where applicable.
9.2 Visible damage must be reported within 4 hours of collection or delivery. Quality-related concerns should be reported within 24 hours.
9.3 Failure to notify us within this timeframe may affect our ability to investigate the matter and provide an appropriate resolution.
9.4 Complaints reported after consumption or beyond this timeframe may not be accepted.
10 Liability
10.1 Our liability is limited to the value of the product purchased.
10.2 We are not liable for indirect or consequential losses.
11 Exceptional Circumstances and Cake Damage
11.1 While Floria Cakehouse takes every reasonable precaution to ensure that cakes are delivered and presented in perfect condition, unforeseen circumstances may occasionally occur, including accidental damage during preparation, handling, transportation, or delivery.
11.2 In the unlikely event that a cake is damaged before collection or delivery and cannot be supplied as originally agreed, Floria Cakehouse will make every reasonable effort to either :
- Repair the cake where possible.
- Provide a suitable replacement cake.
- Offer an alternative design of similar value and quality.
- Provide a full or partial refund, store credit, voucher, or other appropriate goodwill gesture, depending on the circumstances.
11.3 Where the original design cannot reasonably be recreated within the available timeframe, Floria Cakehouse reserves the right to provide a modified or simplified design of comparable size, quality, and value. In such circumstances, we may offer a partial refund, store credit, voucher, or other goodwill gesture to reflect any significant difference between the original agreed design and the replacement provided.
11.4 Our liability in such circumstances shall be limited to the amount paid for the affected order.
12 Intellectual Property
12.1 All designs, images, photographs, logos, branding, artwork, digital mock-ups, website content, and other materials created by or for Floria Cakehouse remain the property of Floria Cakehouse unless otherwise agreed in writing.
12.2 You may not copy, reproduce, distribute, modify, or use any of our designs, images, branding, or content without our prior written permission.
12.3 The Floria Cakehouse name, logo, and branding may not be used without our prior written consent.
13 Privacy
13.1 Floria Cakehouse respects your privacy and is committed to protecting your personal information. Please refer to our Privacy Policy for details of how we collect, use, store, and protect your personal data.
13.2 Customer data is handled in accordance with UK GDPR and will not be shared with third parties except where necessary to fulfil orders.
14 Photography and Marketing
14.1 Floria Cakehouse reserves the right to photograph and display any cake, dessert, or product created by us for portfolio, marketing, advertising, website, social media, and promotional purposes.
14.2 This includes cakes featuring themed designs, logos, characters, sports teams, organisations, businesses, and other decorative elements requested by customers.
14.3 Where a cake contains personal photographs, surnames, contact details, private messages, or other information that could reasonably identify an individual, Floria Cakehouse may use, edit, crop, blur, or conceal such content at its discretion before publication.
14.4 The use of first names only (for example, “Happy Birthday Sarah”) is generally not considered personally identifiable information.
14.5 Floria Cakehouse will not publish personal information that identifies a customer without consent.
14.6 Customers who do not wish their order to be photographed or featured in marketing materials must notify Floria Cakehouse in writing at the time of placing their order.
15 Changes to These Terms
15.1 Floria Cakehouse reserves the right to update or amend these Terms and Conditions at any time. Any changes will take effect from the date they are published on our website.
15.2 By continuing to use our website or place orders after any changes have been published, you agree to be bound by the updated Terms and Conditions.
15.3 We recommend that customers review these Terms and Conditions periodically to ensure they are aware of the latest version.
15.4 Any changes to these Terms and Conditions will not affect orders that have already been confirmed, unless required by law.”
16 Governing Law
16.1 These Terms & Conditions are governed by the laws of England and Wales.
