COVID-19 UPDATE:

Due to the current uncertainty surrounding weddings and large gatherings, please note that I am prioritising dates for my customers who have already placed orders but have to postpone their weddings & celebrations. Changes are also in place with regards to contact-free cake collections and deliveries. Thank you for your understanding.

FREQUENTLY ASKED QUESTIONS

ORDERING

HOW DO I PLACE AN ORDER?


Ordering from BakeBella could not be easier! Just head over to my Enquire Now page, fill in the short enquiry form with your details (the more detail the better) and I will get back to you as soon as I can. Please please PLEASE remember to double-check that your email address is correct! Without the correct email address I cannot respond to your enquiry and I would hate you to think I have simply ignored your message! I try to reply to online enquiries the same day they are received but please do allow a couple of days during busier periods - e.g. peak wedding season (May-October). Any enquiries I receive after 5pm on weekdays I aim to get back to the following morning. Enquiries received after 5pm on Friday's and anytime Saturday or Sunday will not be replied to until Monday morning. If the cake you have in mind has a lot of detail or perhaps you have seen a cake you would like recreated, you can send me an email at hello@bakebella.co.uk. Handy tip: If you know the date you require your cake please make note of this in your initial enquiry or email. This allows me to confirm my availability far quicker or if I am unavailable it allows you more time to find another cake decorator!




HOW MUCH NOTICE DO YOU REQUIRE?


Great question! As a one-woman business (yes, I bake, decorate, deliver & setup, plus handle all the admin side of things all on my own) my diary gets booked up incredibly quickly! To allow me to keep up my high quality of work I only take on 1-2 cake orders per week, therefore I always recommend ordering your cake a good 4 weeks in advance to avoid disappointment. During peak wedding season (May-October) my availability is very sparse, so if you are looking for a celebration cake during these months I would advise getting in touch as early as 6-8 weeks in advance. I will always try my hardest to accomodate any last minute orders if I have the space available, so if you are looking for something short notice please do not be afraid to get in touch as I may be able to squeeze you in!




HOW MUCH DOES A CAKE COST?


All of my cakes are created on a bespoke basis so prices will vary depending on the size of the cake required for your celebration or event, the level of decoration and detail in your design, as well as the amount of time required to create your cake. You will find guide prices for the different types of cakes & bakes on each individual gallery page here but do get in touch with your date and cake requirements and I will be happy to provide you with an exact quote.




CAN I CALL YOU TO DISCUSS MY CAKE?


Being a one-woman business I have found it best to discuss all aspects of your cake order via email. Why's that I hear you ask? Well, it simply allows me to meet the needs of all my customers in a timely manner (I receive a lot of enquiries and emails on a daily basis). It also provides me with sufficient time to sketch out design ideas enabling you and other customers to envisage your cake (if required), but most importantly it provides me with valuable time in the kitchen to actually bake and create the cakes. As I'm sure you will understand, it is far far easier for me to understand the style of design you require through visual aids, so sending photos of boards you've created on Pinterest or even your own sketches far outweighs trying to describe specific details over the phone. If you feel your order desperately requires speaking to me in person please contact me with your contact number and I will arrange a time to call.





PROCESS & PAYMENTS

HOW DOES THE ORDERING PROCESS WORK?


Once you are happy with your cake design and the quote you have been provided I will type up your order form. A copy of your order will be emailed over to you to double-check the details and to also read through the order disclaimer. When you are happy to proceed all you need to do is make payment of the amount outlined in the deposit due section of your order form by the due date stated. From the date you receive your order form you have 3 days to make payment before your date is made available to other customers. Please note: I am unable to reserve dates without a deposit. The preferred method of payment is via BACs (online bank transfer), however, PayPal and credit card payments are accepted at a small additional charge. Charges are calculated based on your total order cost so please request a quote if you wish to pay via either of these methods. Please note: I no longer accept cash payments. Once your deposit is received your date and order will be secured in my diary and you will be emailed a receipt for your records. The date for which your remaining balance will be due depends on the type of cake your have ordered and you can find all these details in the next section!




DO I NEED TO PAY A DEPOSIT?


Yes. A 50% non-refundable deposit is required for all cakes at the time of placing your order. This deposit is to secure your date in my diary and make it unavailable to other customers. For orders placed within 14 days of the required date full payment will be required upon booking. For all orders under £100 payment will be required in full at the time of placing your order. Although I am more than happy to pencil your date in my diary please note that I am unable to reserve dates without a deposit.




WHEN IS MY BALANCE DUE?


Celebration & Event Orders: The afternoon prior to collection/delivery of your order I will email you a selection of photos of your finished cake for your peace of mind. If you wish to wait until you receive these photos to make payment of your balance this is totally acceptable, however, the remaining balance must be paid prior to collection/delivery of your cake. If payment is not received you will be unable to take your cake away/your cake will not be delivered. Wedding Orders: Remaining balances on wedding orders will be due 14 working days before your wedding date. This date will be confirmed on your order form and a friendly reminder will be emailed out in the lead up to your due by date.





AMENDMENTS/CANCELLATIONS

CAN I CANCEL MY ORDER?


Yes you can cancel your order, however, please provide me with as much notice as possible. If you decide to cancel I reserve the right to retain your non-refundable 50% deposit. This is to cover costs already made for ingredients/materials purchased for your order and cover the loss of custom due to the date being unavailable to other customers. If you wish to cancel your order after work has already been carried out for your order, or the cake has already been decorated (within 48 hours of collection/delivery) then I reserve the right to seek 100% of the order value to cover material and labour costs.




CAN I MAKE CHANGES TO MY ORDER?


I always try to accommodate any changes you wish to make to your order, but simply ask that any amendments are requested as soon as possible. Some changes may alter the original cost of your cake and this will be added/deducted to the balance due. Please note: in some cases it may be too late to make amendments, i.e. hours before collection/delivery.





COLLECTION/DELIVERY

DO YOU DELIVER?


Celebration & Event Orders: Yes, I offer a free delivery service to all Wokingham addresses and then up to 15 miles from Wokingham. All delivery charges are calculated based on mileage and time so if you require a quote for delivery please get in touch. Due to the busy nature of running a cake decorating business, those more than 15 miles from Wokingham will be collection only. Wedding Orders: I provide a full delivery & set-up service to your wedding venue to ensure your wedding cake arrives safely! Prices for this service are calculated depending on the location of your venue/total distance covered plus any time required to carry out any cake assembly (i.e. stacking, adding flowers etc...) Areas covered: Berkshire, Buckinghamshire & Surrey. If you are unsure whether I cover your venue or you would like a quote please get in touch.




WHEN CAN I COLLECT MY CAKE?


I try to be as flexible as possible when it comes to cake collections, so a convenient time will be discussed and agreed with you upon placing your order. Collections are available Monday to Saturday during the below times: Monday-Friday: 10am - 5pm Saturday: 10am - 12pm Please allow plenty of time for your journey so you arrive on time as it is likely that other customers will be due shortly after your collection slot. If you are going to be late please notify me asap. Please also bare in mind that this is a residential-based business, not a shop, so it is requested that customers collect cakes within the hours outlined above as a courtesy to my neighbours.




HOW SHOULD I TRANSPORT MY CAKE?


A lot of time and love is dedicated to your cake so I understand just how important getting it home, or to your venue, in one piece is! It is advised that all orders are transported on a flat surface, so the boot of your car or in the front passenger foot well makes for successful transportation. I am more than happy to carry your cake out to your car, so be sure to make plenty of room for your cake before collection for a smooth handover. If your order is not too large or heavy it can also be held on a passenger's lap, which is particulary ideal if your journey is a long one or full of potholes!




WHERE DO I COLLECT MY CAKE FROM?


BakeBella is a residential-based business so collections will be from my home in Wokingham, Berkshire. You will be given the full address upon placing your order where we shall also confirm a suitable time for collection on your required date.





FLAVOURS/ALLERGIES

CAN I REQUEST A DIFFERENT FLAVOUR?


Of course you can! Although I am continuously working on new delicious cake flavours if there is a particular flavour that you are after please get in touch and I'll see what I can whip up!




DO YOU CATER FOR VEGETARIANS/VEGANS?


Yes, I am able to cater for vegetarians and vegans but please note the following: I run my business from a residential kitchen (certified by Wokingham Council with a 5 star food hygiene rating) where meat and dairy products are used on occasion, so whilst every care is taken, I cannot 100% guarantee that there will be no traces of cross contamination. Please contact me if you are vegetarian or vegan so I can discuss this with you in more detail. Please also be aware that very small amounts of alcohol are used in some decorating techniques – if this is a problem please make me aware on placing your order.




DO YOU BAKE FREE-FROM CAKES?


Yes, I am more than happy to bake cakes without wheat/gluten/dairy/eggs, but as I bake with these ingredients on a regular basis and would be using the same kitchen, even though a thorough wipe down would be carried out I would not be able to 100% guarantee that no traces remain.
If you require the cake to be wheat/gluten/dairy/egg-free due to allergies I would recommend sourcing a cake decorator who specialises in free-from cakes for complete safety. If this is not due to allergies but instead a lifestyle choice than of course I am more than happy to create a wheat/gluten/dairy/egg-free cake for you, however you will be required to read through and sign an allergy disclaimer form for health and safety purposes.





GENERAL INFO

WHERE ARE YOU LOCATED?


I am located in Wokingham, Berkshire - just a few minutes drive from the town centre.




IS YOUR KITCHEN CERTIFIED?


It is indeed! My kitchen is registered with Wokingham Borough Council and I hold a food hygiene rating of 5 stars. You can view my official rating here.




HOW LONG HAVE YOU BEEN MAKING CAKES?


I discovered my passion for baking from a very young age but have been making cakes professionally since the age of 19 - this works out at just over 14 years of experience! You can find out more about my baking history here.





REFUNDS/EXCHANGES

REFUNDS/EXCHANGES


Due to the handcrafted nature of BakeBella products and the long hours spent creating them, I am unable to provide refunds or exchanges for custom cake orders. Once you or a designated party has picked up an order, or your cake has been delivered and set up at venue, it is considered "accepted" – I will ask beforehand to make sure that everything is correct such as the design, spelling, colour swatches etc.. at the time of placing your order. Refunds requested due to decorating style, writing, colour shade, or general design will not be honored after the cake has been "accepted". In some instances you may bring the cake back for design adjustments if these do not correlate with the details listed on your order form, but this may incur an additional charge. All products are the responsibility of the customer once it leaves my premises. I am not responsible for any damage occurring to the cake during transport, set-up or any time thereafter. You will be given instructions on how to carry, transport, and store your cake upon pick up. Keep in mind that cakes are VERY fragile and damages can happen if not handled properly – such as dents, smudges, melted frosting, etc. Cake flavour and texture is subjective. Refunds requested due to flavour or texture after the cake has eaten will not be considered. You may qualify for a percentage of a cake credit if the cake is brought back and the quality of the cake flavour or texture is determined to not meet my standards. Cakes must be brought back to me within a timely manner, preferably within 24 hours of pick up/delivery - please email me promptly to let me know of the issue. Quality determination is solely at the discretion of BakeBella. Please understand that I cannot issue refunds for cakes that have already been eaten. *Cake credit percents are based on how quickly the issue is raised/cake is returned, how much has been consumed, and what I determine the quality to be. Cake credits of any kind will not be issued to customers who do not contact me within 48 hours. I will only offer a refund in the terms of a cake credit voucher (no cash/money refunds will be given). I am not responsible for any additional expense you may incur for replacing or making alternative arrangements. I do not give refunds under any other circumstances.





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