Terms & Conditions

 Please read these terms and conditions carefully, as by placing an order and paying your booking fee you are agreeing to the Ts&Cs and in the case of bespoke orders and wedding orders are entering a contract with Red Robin Pantry

 

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

 

Wedding cakes and other cake orders.

Pricing & Quotes

The price of your order will be stated on the quote provided at the time of your order. This may be broken down into the overall cost of your cake, cost per item for dessert tables and wedding favours, any setup costs, and cost of delivery. You agree to pay the full balance of the order by the agreed-upon date.

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Quotes are only valid for 30 days. Your quote will be subject to inflation for the year your order is booked for, website starting prices are for weddings booked for 2021 only. Orders for 2022 and so on will be priced to allow for inflation in our cost of ingredients & materials etc.

 

N.B if you postpone your cake, inflation rates will be added to your order to reflect this, if applicable. Currently we are not adding this to weddings postponed due to Covid and current restrictions. If you postpone outside of restrictions, inflation will be applied. This policy will be reassessed following the 19th July 21.

 

Consultations, Tastings and Samples.

Consultations & tastings are arranged by appointment only. We charge £50 per 1hr consultation, which includes six cake flavours, two samples of each flavour (enough for two), additional flavours are charged at £3 per flavour. Flavours must be stated at the time of booking. If the cake flavour has more than one flavour of filling listed on our cake flavour section then our standard flavour will be used for tastings for this cake. A sample of that filling may be available separately on request prior to your consultation. 

 

Payment for the consultation must be paid in full at the time of booking, and we ask a maximum of four people attending. If additional portions of each flavour are required then there is an additional charge of £10 per person. Should you book your cake with us the base rate of £50 for the consultation will be deducted from the overall cost of your order. 

 

A quote for your cake/order will be sent following your consultation. This quote is valid for 30 days, at which point a re-quote may be required. 

 

Alternatively, a box of six samples (two of each flavour) can be provided for you to taste at your own leisure. This is charged at £20 and is sent via Royal Mail next day delivery by 1pm (currently Royal mail are guaranteeing by 9 pm next day). Should you book this will be included as part of your deposit, this does not include the cost of postage.

 

Booking Fee and Final Payments

All orders require a 25% non-refundable booking fee at the time of booking, or if you are not sure what you would like but like to secure your booking, we take a £100 save the date booking fee. You do however have a 14-day cooling-off period, if you cancel your booking within this time your booking fee will be refunded, so long as this date does not fall within 4 weeks of your collection/delivery date for weddings, and 2 weeks of your collection date for single tier cakes. This booking fee is non-refundable and non-transferable unless we cancel your booking, as it goes towards consultations, the time designing your cake and time spent on your booking. Your booking will not be confirmed until we have received your booking fee. Six weeks prior to your event/collection an invoice for the final balance will be sent, which must be paid in full 4 weeks prior to collection/delivery of your order. If the date for delivery or collection of an order is within 4 weeks at the time of booking, then payment will need to be made in full to secure your order.

 

In the event that you fail to pay the balance for your order in sufficient time, the order will not be completed. An email to this effect will be sent. 

 

Alterations to your order

Alterations to your order can be made up to 4 weeks prior to collection/delivery. A new quote will be sent for the alterations and all invoices will be updated. All alterations must be made in writing or during a consultation in person, not over the phone. Small alterations within the 4 week period leading up the event may still be possible. Changes to the date of collection/delivery should be made in writing as soon as possible. We will make every effort to accommodate you. If this change of date is within 4 weeks of the event, a charge may be applicable.

 

Delivery

We charge £0.50 per mile for delivery, this includes the return journey. 

 

Delivery date, time, venue and any instructions for setup must be made one month before delivery or at the time of booking if it is within this timeframe. A delivery cost may change if the venue is changed. We will arrange delivery and set-up with your venue or wedding planner at this time. 

 

If delivering to a home or private residence it is the customer's responsibility to ensure that we have the correct delivery information and that there is someone available to receive the order upon delivery. If upon delivery the recipient is not available to accept the order, it will be returned to the bakery and you will be contacted to arrange re-delivery at an additional charge. We will make every effort to contact you prior to this. The company accepts no responsibility for any consequential loss incurred by the customer as a result.

 

Once delivered the cake becomes the responsibility of the wedding venue/customer, Red Robin Pantry cannot be held responsible for any destruction of said cake or products once they are in the care of the venue/customer. It is the customers / venues responsibility to check that everything is correct before we leave.

 

On occasion, we are faced with severe weather conditions, public unrest, or other unexpected events that may make your venue inaccessible or delay delivery. You can be assured that we will always do our best to deliver as pre-arranged.

 

 

Set up

We charge a fixed set up cost of £20 for the safe installation of your cake. For every additional hours after the first spent at the venue and in transit we charge an additional £10 per hour. Travel times are based on the estimations for the time of year, and factor in seasonal traffic. Set up costs of dessert tables are quoted at the time of order.

 

It is your responsibility to ensure that you have provided the company with the set-up details and arrangements made with the venue for the location and display of your cake/order. The company cannot be held responsible for the location of the cake at the venue. Please ensure, therefore, that the display location is level, stable and strong enough to hold the cake. This location should be somewhere cool if possible, and should not be in direct sunlight. Keeping in mind that ganache and buttercream covered cakes can melt in warm conditions.

Once the cake has been delivered and set up by the company, a signature will be required from your venue management confirming that the cake has been received in good condition.

 

Stands are available to hire. The cost to hire each stand will be stated in the quote along with a deposit, which is refundable on the return of the stand(s) in good condition. It is the customer's responsibility to return the stand(s), should you wish for us to collect it from the venue for you there will be an additional charge, this will depend on the distance of the venue, and is based on our delivery charges of £0.50 per mile. In the case of dessert tables, all stand hire, set up and retrieval will be included in the quote.

 

Collections

Celebration cakes, cupcakes and all other single tier orders can be collected from our kitchen by appointment.

 

All layer cakes will be chilled prior to collection especially during the summer months ready for transportation. We ask that you inform us as soon as possible if you cannot collect your cake at the requested time as fridge space is limited. If you are late collecting your cake, we cannot guarantee that your cake will be chilled ready for transport, as fridge space may be needed for other orders, or it may not be possible to collect your cake as staff may be out on delivery.

 

If you wish to collect your cake early please contact the kitchen to see if this is possible, we recommend calling rather than emailing if your change in time is requested on the day of collection. We will do our best to accommodate you if at all possible.

 

Your cake/order will be boxed upon collection, ready for transportation. Please read our instructions for care of your cake (see below). Any issues with the decoration of the cake should be made at the time of collection. On accepting the cake you agree that you have received your cake in good condition and as specified in your order. For this reason, the person collecting the cake should be able to make this decision. We do not take responsibility for damage that occurs to your order once it leaves our bakery. 

 

Returns & Problems 

If you are unsatisfied with the design of the cake please inform us on delivery/collection. At this point, there is still time to amend the cake design, so that you are happy with it. 

If you wish to return the cake, please email or call the bakery at the earliest opportunity. Clearly explain the problem.

If the cake is damaged before delivery, all efforts will be made to fix the damage.
Red Robin Pantry is not responsible for any damage caused after delivery or after collection of your order.

However, if possible we will try to fix any damage for you. Any work repairing a cake damaged through no fault of our own will incur a fee. 

 

If you are unhappy with the taste or texture of the cake itself, the cake must be returned to us as soon as possible. We cannot analyse the problem without having the cake returned to us. We will do our best to assess where the problem has arisen. All of our cakes are levelled for assembly and taste tested at this time to assure quality control, as are all of our buttercreams and ganaches. Any cakes that do not meet our standards are rebaked.

 

Publication & Promotional Rights 

Upon order, the customer agrees that Red Robin Pantry is the sole designer and owner of the final cake design. All rights to any original designs created and designed by Red Robin Pantry shall remain the exclusive property of Red Robin Pantry. We reserve the right to use any image of a customer's order for publication after the delivery date unless previously agreed in writing. The customer has no ownership rights over any cake design.

 

Cancellations & Refunds

Cancellation up to 4 weeks prior to collection/delivery date on all orders: - 25% of the total order will be non-refundable.

 

Wedding cakes, wedding favours and dessert tables cancelled between 4-2 weeks prior to the event:- 50% of the total order will be non-refundable.

 

 

Wedding cakes, wedding favours and dessert tables cancelled within 2 weeks of the event:- 100% of the total order will be non-refundable.

 

For single tier cakes cancelled between 4-2 weeks of collection/delivery:- 25% of the total order will be non-refundable.

 

For single tier cakes cancelled within 2 weeks of collection/delivery:- Refunds are at the companies discretion. Orders cancelled within one week of collection/delivery are 100% non-refundable however.

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Booking fees are non-refundable after a 14 day period, these contribute to our admin costs, consultations, the design of your cake, communications and much more. 

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If for some reason you need to postpone your wedding we will do our utmost to accommodate you. However should your new date fall upon a date that we are unable to fulfil due to previous engagements the change of date will act as a cancellation. Please see our cancellation & refund policy above. 

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In the event that we cancel your order due to our own illness, or other circumstances beyond our control, that makes it impossible for us to fulfil your order, then we will refund the full balance of your order including your booking fee, minus the cost of any tastings or consultations, as these are services provided in ful.

 

Postponements During COVID 19 or Due Government Postponement of Weddings

If your wedding or event has been postponed due to the COVID 19 pandemic or government guidelines, we are happy to move your booking to an alternative date. Every effort will be made to make sure we can accommodate your new date if possible, and if you order will require changes due to the change in date we will discuss this with you. If however, we are unable to fulfil your order on the new date and your original date falls within the government period for lockdown we will refund any monies paid to us including the retainer. This does not include payments made for tastings or other services already provided. Weddings cancelled outside of restrictions will not be entitled to a full refund unless the government change the policy on weddings going ahead again in the future.  Postponements made after this time may be subject to additional charges and inflation. 

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Allergens and Dietary Requirements

We are more than happy to design you a cake that is vegan, dairy-free, egg-free, nut-free or gluten-free or with any other allergen, intolerance or dietary requirements that you or your guests may have. However, all of our cakes and confections are made in an environment that uses all of these ingredients frequently, every effort is made to minimise the risk of cross-contamination, we cannot, however, eliminate this risk entirely. Traces of these ingredients may be present in any cake or confection that we make in our bakery. We cannot be held responsible for any ingredient contaminated at the source, or any harm that may occur. If you are unsure, please just ask.

 

All allergens and dietary requirements should be discussed prior to order. We do understand that you may not know all the dietary requirements of all of your guests at this time, however. We are more than happy to adapt one of your cakes if need be. It is possible that the entire concept and design may need to be altered if this is the case. In the case of stacked cakes, we may suggest that a trio of cakes may be a better solution as this decreases cross-contamination from one cake tier to another. We ask that all allergens and dietary requirements be given to us in writing no later than 2 months prior to the event, so that we may have to make sufficient alterations if need be. 

 

All wedding cakes and dessert tables or orders that include set up will be accompanied by description cards for your guests, these will include the cake flavour/type of dessert or confection, allergen list.  

 

Flowers & Inedible Decoration

Here at Red Robin Pantry, we do not decorate our cakes with flowers or foliage that is unsafe for consumption. If you wish to have a cake that is decorated with fresh flowers we will source flowers from our suppliers who grow flowers that are safe for human consumption without the use of harmful chemicals such as pesticides and herbicides. Flowers grown for the floristry industry, even if they are non-toxic or edible, are not fit for human consumption due to the fertilisers and pesticides used on them, and the method of storage once cut. We, therefore, do not recommend requesting your florist to supply flowers for your cake, even if you would like your cake to match your wedding flowers. Edible flowers are seasonal, we will liaise with our supplier at the time of your booking, discussing flower colour schemes and the style that you would like for your cake. However, the flowers available at the time of your wedding will depend on season and availability, so they may differ slightly.

 

Large flowers may be inserted into your cake, such as roses and sunflowers. These flowers are edible however the stems are not, so must be removed prior to consumption. All stems will be wrapped in floristry tape and dipped into a food safe wax that acts as a barrier and is designed for this purpose. Flower options will be discussed during your consultation.

 

Other inedible decorations such as toppers, ribbon etc are the customer's responsibility to remove prior to consumption. Stacked cakes contain wooden dowels for support, other supports may be used to secure other decoration on your cake. A list of these items will be included in the delivery note supplied with your order.

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Online Sales

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It is our mission to create fresh handmade chocolates and confections. As a result, we aim to deliver the best possible customer experience, and we, therefore, adhere to and if possible exceed, all current and proposed legislation in addition to trade body guidelines. The conditions detailed below do not affect your statutory rights according to United Kingdom law. These include all of the current guidelines relating to the information that we hold about you, and in order to clarify this, we have a published Privacy Statement.

Chocolate Products

All chocolates and confections are handmade and made to order, there may be some variation is the size and finish in our final product. 

Delivery Zones

All of our chocolates, confections & wedding sample boxes are available for national delivery within the United Kingdom. Our definition of the United Kingdom includes the U.K. mainland, Northern Ireland, The Channel Islands & the Isle of Man. We do NOT deliver outside of the U.K at this time. 

Some products are available for local delivery only, these include cakes, traybakes, brownies, blondies & cream teas. During the current lockdown we offer delivery within 10miles of Falmouth at a reduced rate of £5, and free within Falmouth and surrounding areas. When it becomes safe to do so we will also offer collection for these products, at a time arranged previously. 

Payment

We accept payment by Visa & Mastercard.
All orders are positively credit card sanctioned prior to despatch, so please ensure that the details you provide us with are correct. We cannot accept responsibility for an order being held back as a result of incorrect or invalid payment details being given. We require you to supply the registered address of the Credit Card holder, which is used to validate your order with your selected credit card company. Failure to supply the correct details will result in your order being held pending the supply of the correct details.

The total value of your order will be displayed on the order confirmation screen. The displayed price is the amount in pounds sterling that you will pay. If you are ordering from a non-United Kingdom address the appropriate exchange rate will apply.

In the unlikely event that your payment card is used fraudulently to make a purchase with Red Robin Pantry, you the consumer, are entitled to cancel the said payment(s). If payment has already been made, you, the customer, are entitled in accordance with the standing Consumer Protection Distance Selling Regulation (2000), to a re-credit or to have all sums returned to you by the card issuer.

Cancelling your Order

When shopping with Red Robin Pantry, you can be assured of complete peace of mind.

You may cancel your order at any time, up until 5 pm on the day before you have requested that it is despatched. In the event that you wish to cancel your order, please contact us on 07446030259.

In accordance with the Distance Selling Directive (2000) you may also cancel your order at any time without reason, within 7 working days of delivery. Should you wish to cancel your order and receive a refund, you must confirm this in writing and return the complete packaged item(s) to:

Returns
Red Robin Pantry
17 Azenor Avenue,

Falmouth,

Cornwall,

TR11 4FS

Please be aware that you will be liable for any postage costs incurred as a result of returning items to Red Robin Pantry and you should ensure that you obtain proof of postage as you send it back. We regret that a refund can only be provided for items received back by us. This does not affect your statutory rights.

Broken items

All our chocolate gifts are despatched in perfect condition, as we take the utmost care in wrapping them. But if any items are unfortunately broken in transit by circumstances beyond our control, you can return them to us at the address above and once we have received the item, we will refund the full purchase cost of that item or send out a replacement by return & refund reasonable postage costs incurred. If you have any concerns please contact us on 07446030259.

Security

You can have full confidence that Red Robin Pantry's on-line ordering service is fully secure. All credit card transactions processed from this site use 128 bit encryption to create a safe and secure shopping experience for you. You will notice in your browser a padlock, secure message and the address at the top begins with https://www instead of http://www. These are all signs you are on a secure site. Should you have any further questions relating to security at www.redrobinpantry.co.uk, please contact us at info@redrobinpantry.co.uk or telephone +44 (0)7446030259