TERMS & CONDITIONS

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1. Payment Terms

• Order Confirmation:

  • For online orders, payment is required upon checkout to confirm any orders. Your order is not guaranteed until payment is received.

  • For wedding cakes or custom cake orders made via invoice, a 50-75% deposit is required. A contract and invoice will also be sent to you to confirm the services. The remaining 25-50% will be due on the delivery date.

• Overdue Payments: We reserve the right to cancel any order if payment is overdue or pending 2 days before the delivery date. Issuance and receipt of the invoice are considered confirmation of your order. Because we may have turned away other clients and started preparations for your order, invoices will remain payable in the event of cancellation or postponement.

 

2. Delivery Terms

• Delivery within Singapore: Deliveries are made by hand on the specified date, either by Haute Cakes or our trusted couriers. Please ensure someone is available at the delivery address to receive your order. If no one is available, we will attempt to leave your order in a safe location (e.g. with a neighbour, receptionist, or caretaker). We cannot hold the order for re-delivery, and your order will be left at the provided address.

• Delivery to Commercial Venues or Mailrooms: If delivering to a commercial venue or a location with a mailroom, we will proceed with delivery as requested. However, Haute Cakes cannot be held liable for any mishandling of your order after delivery has been made and the package signed for.

• Courier Collections: If you arrange your own courier, we advise using a van or car, not a motorbike, for better protection of your cakes. We cannot be held liable for damage during transit once the cakes leave our bakery. Any issues should be addressed directly with the courier company.​

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3. Cake Deliveries

• Failed Deliveries: If no one is available to receive a cake delivery at the delivery address stated, we will attempt to contact you to assist. If unsuccessful, the delivery will be left in a safe place at your stated address. In some cases we may need to return your order to our shop.​​

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5. Cancellation & Changes

• Changes & Cancellations: If you need to change the details of your order or cancel it, please contact us as far in advance as possible.

  • Wedding Cakes (or multiple tier cakes): For multiple tier cakes, a minimum of 1 month notice is needed if you wish to cancel your order - please note that a 20% cancellation fee will be applied for any cancellations of confirmed & paid orders. The remaining amount will be retained as store credit. For orders cancelled less than 2 weeks before the event date: the full balance.

  • Celebration & Custom Cakes (or single tier cakes):

    • ​At least 1 Week Before Delivery: Full refund.

  • • Less than 1 Week Before Delivery: No refunds or store credits will be provided.

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6. Returns & Refunds

• No Returns: All cakes and cupcakes are baked to order, and we do not accept returns.

• Refunds & Replacements: Refunds, credit notes, or replacement orders will be issued only if you receive the wrong product or if the product is of unsatisfactory quality.

• Conditions for Claims: If you are dissatisfied with the quality or condition of your order, contact us within 24 hours of receipt. Haute Cakes will not be held responsible for complaints made after this period.

 

7. Photography & Publicity

• Use of Photos: We reserve the right to use photographs of your order on our website, blog, social media, and other promotional materials. If you prefer that we do not use photos of your order, please inform us at the time of ordering.

 

8. Complaints

• How to File a Complaint: We take all complaints seriously and will address them on a case-by-case basis. Please provide photographs and a full description to help us resolve the issue and offer compensation where appropriate.

 

9. COVID-19 & Other Disruptions

• COVID-19 Lockdowns or Similar Circumstances: In the event of a government-mandated shutdown (e.g., COVID-19), we will offer a full refund or reschedule your order for a future date, whichever you prefer.

• Other Cancellations: If you need to cancel for reasons not related to government regulations, standard cancellation terms will apply.

 

10. Edible Printing

• Printing & Colour Matching: We use vegetable-based inks for edible printing. While we strive for accurate colour matching, slight variations may occur due to the nature of edible printing.

 

11. Allergens & Ingredients

• Allergen Information: We bake in an environment that handles gluten, milk, eggs, soy, sesame, nuts, and sulphites. We also use products made in facilities that process peanuts. As a result, we cannot guarantee that any of our products are free from these allergens.

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12. Your Cake Order

• Use of Photos: As stated earlier, we reserve the right to use photos of your order for promotional purposes. Please let us know at the time of ordering if you would prefer we do not share these images.

 

By placing an order with Haute Cakes, you acknowledge and agree to these terms. If you have any questions or need further clarification, feel free to contact us before completing your purchase.