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All sales made by Sweet Nellys are subject to the following terms and conditions. Nothing contained within these terms and conditions affects your statutory rights as a consumer. If there is anything you don't understand please feel free to contact us.

Please be aware that by paying the deposit you are agreeing to the following terms and conditions.

1. Deposits

1.1 “Deposit” means a sum of money paid by you to us at the commencement of this agreement to secure the services of Sweet Nellys for a specific date for your event.

1.2. All celebration cake orders require a non-refundable deposit of £50. For cakes with less than 2 weeks notice the full cost of the cake must be paid at time of booking. Orders less than £50 are payable at the time of booking.

1.3. All deposits must be paid within 7 days of the payment details being sent, dates cannot be held open without a deposit. After 7 days, if no deposit has been received then the event date will be released and another booking may be taken, which may mean we are no longer able to accommodate you.

1.4. All orders are only confirmed when the deposit has been paid. Please note that all deposits are non-refundable and non-transferable.

2. Final Payments

2.1. Final payment must be made 48 hours prior to collection.

3. Collection

3.1. Upon collection, cakes will be handed over chilled and in perfect condition. You will be provided with cake care and transportation advice after booking and it is your responsibility to follow this in order to maintain its condition. If you are sending someone else to collect your cake it is your responsibility to pass on this information. 

3.2. We recommend eating your cake at room temperature, so removing it from the fridge 1-2 hours before serving is advised. 

4. Flowers and Non-Edible Elements

4.1. Most of our stacked cakes will contain non-edible elements such as plastic dowels, wired flowers or cake toppers. Please ensure that all of these elements are removed prior to serving. As we will not personally be cutting the cake, we cannot accept any responsibility for any nonedible elements not removed prior to serving.

5. Storage and Shelf Life

5.1. We recommend our cakes be eaten within 2 days of collection for them to be enjoyed at their best. After cutting, the cake should be tightly wrapped in cling film and stored in an air tight container. They can also be frozen but please consume within 1 month.

5.2.  Cupcakes should be eaten on the day of delivery.

6. Allergens and Special Dietary Requirements

6.1. All allergy and special dietary requirements should be conveyed to Sweet Nellys during the booking process. It is the customer’s responsibility to make us aware of any special dietary requirements that need to be accommodated in the making of their cake.

6.2. Unless otherwise stated, all cakes contain; gluten, butter and eggs and are made in an environment that handles; nuts, soya and alcohol. Reduced gluten, nut-free and dairy free cakes can sometimes be made on request, however, we cannot guarantee that these cakes will not contain trace amounts of these ingredients as they are made in a kitchen that handles gluten, nuts and dairy.

6.3. We would recommend anyone with a severe nut, dairy or gluten intolerance does not eat our cakes.

6.4. We will provide allergen information on the cake box.

6.5. Sweet Nellys accepts no liability for customers suffering allergic reactions from eating our cakes.

7. Cancellations/Refunds

7.1.. There may be a rare occasion when Sweet Nellys needs to cancel an order due to exceptional circumstances beyond our control*. In this case, as much notice as possible of the cancellation will be given and any monies paid, including deposits will be refunded. If required, we will also assist in finding a replacement baker of the same high standard to make your cake for you

8. Complaints*

8.1. Complaints are exceedingly rare and due to the amount of work put into each individual cake we take them very seriously. Any issues must be brought to our attention within 48 hours on collection or delivery to give fair opportunity to assess the nature of the complaint.

8.2. Both parties agree to not post any negative information about the other arising out of this Contract or Event on any online forum or website without providing advance written notice of the intended content thereof, and providing the other party opportunity to resolve any issues between the parties amicably.

8.3. Where the complaint is in regards to the quality of the cake then the cake, or remainder of the cake/tier, must be returned to us as soon as possible after cutting and within 48 hours of delivery to ensure that we are able to fairly assess the nature of the complaint.

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

We reserve the right to revise and amend these terms and conditions. However, you will only be subject to the terms and conditions in force at the time you place your order with us. Thank you for your cooperation.