Ruby & Belle Cakes is committed to excellent customer service and we want your experience with us to reflect this. A copy of our terms & conditions will be supplied with your cake contract. Please take a few minutes to read through the terms and conditions as these form the basis of the contract. Further information can be provided on request. THESE TERMS AND CONDITIONS DO NOT IN ANY WAY AFFECT YOUR STATUTORY RIGHTS AS A CONSUMER.
Consultations are by appointment only, for a maximum of 3 people – you now only need to decide between your bestie and mother/ in law! This informal, hour long meeting is priced at £15.00 which will be refunded at the time of confirming your cake order. Your consultation is a great opportunity for us to talk through your ideas and requirements. Please bring along any fabric samples, flowers, colours, photos, mood boards etc as this all helps when designing your cake. You will also be able to choose 3 cake flavours to taste from our menu at the time of booking your appointment. Please email us using the form on our ‘contact page’ or call on 07766 256774 to book an appointment.
Orders & Payment
To confirm a wedding cake order, a 50% deposit will be required as well as a signed copy of the contract. The contract is between Ruby & Belle Cakes and the customer. Ruby & Belle Cakes is owned solely by Leanne Totty and is registered to 51 Princes Terrace, Brighton, BN2 5JS. The contract will contain all of the information relating to the wedding cake and will be emailed or posted to the customer along with our terms & conditions. By returning this signed copy of the contract, the customer is agreeing that all details are correct and they agree to the terms & conditions. Dates will only be held once your deposit and signed contract have been received. There is a 7 day cooling off period once the deposit has been made. If you cancel your order within this time your deposit will be refunded. Deposits are non refundable after the cooling off period, if you should need to cancel for any reason. The balance is required and must be cleared 4 weeks prior to your wedding day. Please be aware that non payment may result in your cake order not being completed. Payment can be made by bank transfer or cheque and a receipt will be provided. These details are available on our invoice/ order or upon request. Work will commence on your cake after the balance has been received, therefore any refunds within 4 weeks of delivery are at our discretion only. All payments are non transferrable should you need to cancel your confirmed order. Changes to the design of your cake can be made up to 4 weeks before your big day but please bear in mind that this can incur additional charges. We recommend that you secure your order by booking as far in advance as possible, particularly if your wedding is between April – September, when 6 – 9 months notice is advisable. Outside of this busy season, we may be able to accommodate an order with less notice, please contact us for availability.
Colours & design
You may wish to supply us with sample colours (i.e. ribbon / material). Whilst an exact match cannot be guaranteed we will endeavour to meet your requirement as far as possible. This also applies to food colourings and icings. Fondant icing can change colour by a shade lighter or darker once dry. We can only create your finished order from what we interpret from the wording of your order; therefore it is vital you check everything is correct. It may not be possible to create exact specifications when modelling food, however we will work with you, often using sketches to ensure you are happy with the design. Any designs that we create for you will remain the property of Ruby & Belle Cakes and we own copyright of all our work.
Dietary requirements & best before date
Please advise us of any dietary requirements or food allergies at the time of confirming your order. Please be aware that nuts are used in our kitchen but not all of our cakes contain them and all nuts are stored in sealed containers. We also produce cakes that contain eggs, wheat and alcohol. We do not accept any responsibility for any allergic reaction caused by consumption of our cakes or cross contamination. Please discuss any concerns that you have with us during your consultation. Our sponge cakes are made fresh for your wedding and should be eaten within 7 days. We will advise you and the venue of this date. Fruit cakes should be eaten within 4 weeks of delivery and need to be wrapped in clingfilm and placed in an airtight container once cut.
Non consumable items
Fresh flowers can be a beautiful addition to a cake and we will liaise with your florist should you request this. Some flowers are toxic and not suitable for cake decoration or must be removed before serving. We accept no responsibility for any contamination to your cake. Other non edible items such as ribbons, brooches and feathers must be removed prior to serving. We accept no responsibility for any harm these might cause.
Cancellation & refund
By the customer: Cancellation after the 7 day cooling period, the deposit forfeited. Cancellation 2-4 weeks prior to the event, loss of deposit plus any and all expenses already incurred on behalf of the finished product. No cancellations within 2 weeks. By Ruby & Belle Cakes: In the event of exceptional circumstances, such as serious illness, Ruby & Belle Cakes will give as much notice as possible if we are unable to fulfil your order. We will endeavour to find someone else who can produce your order and will refund you any monies already paid.
Delivery & collection
A delivery fee will be advised to you and included in the confirmed price, this is dependent on the location of your venue and time taken. Delivery within Brighton & Hove is complimentary and £1.00 per return mile is applicable outside of the city. We will liaise closely with your venue prior to your special day to ensure that we have sufficient time needed to make your cake look beautiful. We will assume full responsibility of your cake whilst it is in our care. We cannot take responsibility for any damage that may occur to your cake after delivery to your venue. We deliver to venues across Sussex and parts of Surrey only. Cakes that are collected from Ruby & Belle Cakes are the responsibility of the customer once removed from our premises.
On a rare occasion we may experience adverse weather conditions or unexpected events out of our control which may prevent us from delivering your cake to your specified venue at the specified time. We shall not be liable for any failure to perform, where such failure or delay results from any circumstances outside our reasonable control including but not limited to any fire, flood, explosion, accident, adverse weather conditions, traffic congestion, mechanical breakdown, obstruction of any private or public highway, riot, government act, act of war, terrorism, act of God, or from any industrial dispute or strike whatsoever. We will always do our absolute upmost to keep our promise and deliver your cake but we would recommend that you purchase wedding insurance to give you peace of mind.
Complaints & refund policy
Complaints are rare in the world of cakes and we sincerely hope that you enjoy our cake. Some complaints may require further investigation and an immediate refund may not always be possible. Cakes, or part of cakes, cupcakes and cookies, must be returned to us within 24 hours to ensure we are able to fairly assess the nature of the complaint. The cake must have been stored at the correct temperature, out of the sun and away from damp conditions or heat. If you would like us to consider a refund, you must return at least 75% of the uneaten product within 24 hours of delivery.
If you are unhappy with the cake upon delivery, please ensure you make this known when accepting your cake or as soon as possible afterwards. This gives us the opportunity to correct any problems. We are not responsible for mistakes made by the customer i.e. incorrect / misspelled names or incorrect choice of cake. We will always take photographs of your cakes prior to collection or once we have set it up at the venue. We are not able to refund for customers that have simply changed their mind or if the cake has been damaged out of our care. Please note that fondant icing can crack as it dries out, which is out of our control and why we recommend you consume your cake as soon as it is cut. We offer a tasting service for a small fee which allows you the opportunity to taste our products should you wish to do so prior to ordering. For this reason, we are unable to offer a refund for a complaint related to not liking the taste of our cake. The maximum amount of any refund is 100% of the total cost of the cake and we will not accept any liability for any other losses beyond this amount.
We take your privacy seriously and guarantee that we will not discuss your order or pass any of your information to any other unauthorised company or third party. We will securely destroy all paperwork with your information after your order has been completed.
We are a fully registered food premises, and hold all relevant accreditation required by law, approved by Brighton & Hove City Council. We are also fully insured.
We can assure you that all of our cakes are made with love and we sincerely hope that you & your guests are as happy eating it as we were creating it!
Ruby & Belle Cakes