General Terms and conditions

These Terms and Conditions shall apply to Katielou’s Cakes sale of the Goods to the Buyer which is exclusive of all other terms and conditions, unless we have consented to such alteration in writing and by signature. By placing an order with us, you agree to be legally bound by these Terms and Conditions and acknowledge that they may be modified or amended at any time without notice.

The following terms and conditions apply to all products ordered from Katielou’s Cakes.

Payment and deposit 

Your cake’s price will be specified in your order confirmation. To confirm a cake order and retain the date, we ask a 50% non-refundable deposit booking fee. Please keep in mind that your reservation is not complete until the deposit is received. The remaining balance is due two weeks prior to your event or delivery date, at which time all modifications must be confirmed (change to the previously agreed design may incur extra fees). Payment in full is required for orders submitted less than two weeks prior to the delivery date. The customers must pay the total payment mentioned on the invoice two weeks prior to the delivery date. Payment can be paid sooner if desired, however if payment is not completed two weeks prior to the delivery date, your order may be canceled. If payment is not received by the due date, the client will be considered to have violated the contract. We reserve the right to keep the order on hold until full payment is received. We assume no responsibility if we are unable to obtain the necessary stock or equipment to make the cake as specified in the order confirmation due to late payment. In these cases, the cake will be created as close as feasible to the order confirmation, with no recourse or liability. Payment of the deposit is considered that you agree to all of our terms and conditions. 

Refunds and cancellations

Full payments made more than 2 weeks in advance of the delivery date are subject to cancellation fee if cancelled more than 3 days in advance of the delivery date.  Cancellation of orders with less than 3 days’ notice before your event the full booking amount will be forfeited. Orders paid in full and cancellation with more than 3 days’ notice will receive a partial refund less the initial 50% deposit paid.

In the very unlikely event that we have to cancel your order for any reason then we will give you as much notice as possible and discuss the matter with you and try to agree on a suitable alternative. If you do not wish to accept our suggested alternative then we will offer you a full refund. 

Covid 19

Any cancellations due to Covid 19 or lockdowns are in line with our standard cancelation policy. By paying the deposit, you agree and understand the risk associated with lockdowns and Covid 19.

The cakes 

We warrant that on delivery or collection the cakes shall conform to their description as set out in the order confirmation and be of satisfactory quality we will not be held responsible for customer disappointment of the design, color or general dissatisfaction of the cake as long as it is made in line with the with customer’s pre- agreed requirements set out in the order confirmation kindly note that no refund will be made from our end. Flavor dissatisfaction will be subject to refund after assessment if the cake is returned to our bakery. Kindly note that this does not apply to a cake that has already been consumed. 



We will provide information on how to handle and store your products any damages after the cake has been delivered or left our premises is not our responsibility and will not be liable for any refund. Warranty does not apply to any defect in the cakes arising from willful damage, accident or negligence by you or any third party, If you use the cake in a way that we do not recommend, your failure to follow our instructions or any alterations you carry out.

Collection and delivery 

By prior arrangement, all orders are picked up free of charge. If delivery is requested, the cake will be delivered to the address supplied on the day specified in the order confirmation. We do not provide specific delivery times as we work around our couriers schedule. We cannot be held liable for any damages to the cake or items once they have left our premises if they are collected from us. The collection vehicle should be clean and tidy and have a flat surface. This is the Buyer’s responsibility. Because the cake or items may be fragile, we recommend driving slowly and carefully and purchasing non-slip matting. We will make every effort to deliver within the specified time frame, but delivery times cannot be guaranteed. There will be no refunds for late deliveries. If the delivery is delayed, we will make every effort to deliver the cake to you as near to the scheduled delivery time as feasible. Weekend pickups are at 11: 00 a.m. or earlier on Saturday and no Sundays. We can be flexible on weekdays.

Alterations and postponement 

Please contact us right away if you have any questions or need to make any adjustments to an order. Changes and modifications must be submitted in writing. We’ll look into the request for a change and, depending on the design and the amount of notice given, we’ll try to make it happen. We’ll let you know how it affects the price and any agreed-upon schedule. The Seller has the final say on whether or not to accept any changes. If you seek a change less than two weeks before the deadline, you may be charged a fee. It is the Buyer’s obligation to double-check all quotes and invoices before paying. We have the right to alter the design at any time if circumstances beyond our control jeopardize the final product’s quality. If you have to reschedule your event, we will do our utmost to accommodate your new date. However, if we are fully booked, we will issue a full refund.


We take complaints very seriously because of the amount of labor that goes into each handmade cake. To give us a fair chance to analyze the nature of the complaint, any issues must be brought to our notice within 48 hours after collection or delivery. Because complaints about the design of a celebration cake are readily fixed, faults of this sort should be noted upon delivery/collection so that we can correct them. Once money is received, the decoration is confirmed to be as desired, and no further claims can be made. If the complaint is over the cake’s quality, the cake, or the remaining cake/tier, must be returned to us as soon as possible after cutting and within 48 hours of collection/delivery to allow us to fairly examine the basis of the complaint.

Please note we can only deal with the client who placed the original order.