Terms and Conditions
Applicable to all 'Cakes' created by The Frosted Swann
1. By purchasing any cakes from The Frosted Swann, it is assumed that you have read and accept my terms and conditions in full.
Payment information
2. All prices are non-negotiable and priced according to your exact specifications of design and size of cake. All payments are taken in full at checkout via the website payment link, or by Bank Transfer. All orders are made to order and available only from The Frosted Swann listed address. Any non-collected orders due to sickness or extreme circumstances are refundable only at The Frosted Swann's discretion. We reserve the right to refuse a refund of any order placed via this online shop should we deem it unreasonable or unsuitable to do so.
2.1 Wherever possible, we will try to accommodate a request for a change of date for your order, however this cannot be guaranteed under any circumstance and will always depend on availability.
2.2 Deposits are only necessary for wedding cakes - this will be discussed individually and finalised at a consultation between customer and The Frosted Swann. Deposits are hereafter non-refundable. The remaining balance will be due no later than 1 calendar month prior to the wedding date. For cakes with less than 1 calendar months' notice, the full cost of the cake is to be paid in full at the time of booking. If the balance is not paid by 1 calendar month of your wedding, The Frosted Swann reserve the right to cancel your booking. In such cases, the deposit is non-refundable and non-transferable.
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2.3 After your initial cake enquiry via the website, an accurate quote will be provided. This quote will be valid for up to 30 days for a wedding cake and for up to 7 days for all other cakes. For wedding cakes, If the required deposit is not paid by the end of this 30 days, you will need to request a new quote via the website enquiry form. For all other cakes, if payment is not made at the end of the 7 days, you will need to request a new quote via the website enquiry form. Deposits are non-refundable and non-transferable.
Finalising your order and collection
3. Once an order is placed, adjustments or alterations may only be made at the discretion of The Frosted Swann on an individual basis. We reserve the right to refuse any adjustments and alterations after an order is finalised. Collection days and times are to be confirmed once the order has been placed. Once the date and time of collection have been confirmed, it is your responsibility to adhere to the chosen time and date. These details will be noted on the invoice within your order confirmation email/message.
Refunds
4. Failure to adhere to the confirmed collection date and time of your cake/cupcake bouquet will result in your order being resold. Any rescheduled collection times will be solely at The Frosted Swann's discretion and cannot be guaranteed under any circumstances. There are no refunds available on any perishable items.
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4.1 If you are in any way unhappy with your order, please inform me promptly so that I can rectify any issues in a timely fashion. Refunds or replacements cannot be issued without return of product and these are at the discretion of The Frosted Swann.
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Product Storage
5. Due to the perishable nature of these products, I do not recommend keeping longer than three days. Refrigeration can alter the flavour and texture of the product. Store in a cool, dry place if necessary. Ensure you follow the cake care instructions as listed on The Frosted Swann website: https://www.thefrostedswann.co.uk/cake-care
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Allergies
6. Any allergies must be declared at the time of placing your order. Unless otherwise stated, all cakes contain: GLUTEN, EGGS, butter (cow's MILK), WHEAT flour and are made in an environment that handles: GLUTEN, WHEAT, EGGS, FISH, SOYA, MILK, PEANUTS, SESAME, SULPHITES, CRUSTACEANS, MUSTARD and SULPHUR DIOXIDE. The Frosted Swann hold no responsibility for any food allergies or reactions that are not declared at time of purchase.
Product Variation
7. Due to the nature of these products, I cannot always guarantee 100% uniformity in colours from order to order. Separate batches may vary slightly; however, I always endeavour to keep consistency.
7.1 Customer design specifications are available upon request and the details of which are to be confirmed via email prior to payment being made. Final designs and variants thereof are at the final discretion of The Frosted Swann to ensure the best possible result for each individual customer. Final design specifications are at The Frosted Swann's discretion.
Applicable to all 'Baking Equipment' products created by The Frosted Swann
Definitions
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Production – How long all items take to be made
Dispatch/Shipping – Items have been passed to the postal/delivery company
Tracked – Means you will be able to see where your package is using the tracking number provided.
8. Prior to purchasing any Baking Equipment products from The Frosted Swann, customers are required to have read these Terms and Conditions in full. By placing an order with The Frosted Swann, you are accepting the Terms and Conditions as detailed below.
9. Contact
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All queries must be emailed to thefrostedswann@gmail.com
10. Production and Dispatch/Shipping
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10.1 Production
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Once you have placed your order with The Frosted Swann, all items will need to be produced.
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All items are made to order, as such there will be an order production time of up to 5-working days. We will always work to produce all items well within this timeframe, but this will depend on the number of orders we receive at that time.
10.2 Shipping/Dispatch
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All items will be dispatched no later than 5 working days after your order has been placed using the postage option you selected at checkout.
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Once your item has been marked as dispatched, you will be notified by email with a tracking number (if applicable).
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The dispatch times are noted at the time of placing your order, but delivery times may vary. During busier times such as Christmas and Bank Holidays, delivery times may be longer than normal.
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Shipping rates will vary depending on the overall weight of your package and is calculated at checkout.
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11. Cancellations, Returns and Refunds
11.1 All items produced by The Frosted Swann are made to order. If you place an order and subsequently wish to amend or cancel it, you should notify us by email straight away by emailing thefrostedswann@gmail.com. We will always aim to produce items as quickly as possible, so if you place an order and production has already started, we would not be able to cancel or amend your order and, therefore not provide you with a refund (if applicable) in this instance.
11.2 All items produced by The Frosted Swann will be quality checked prior to being dispatched.
11.3 We do understand that on rare occasions, packages can be damaged in transit. If you receive an item from The Frosted Swann and it has been damaged, you should email thefrostedswann@gmail.com with a clear picture or video of the damaged item/s with confirmation of your order number and tracking number. This should be done within 24-hours of your package being delivered. In order for The Frosted Swann to recover the costs from the postal/delivery company of any items damaged in transit, the postage option selected must be either Royal Mail UK Tracked 24 or Royal Mail UK Tracked 48. Only if you have selected either Royal Mail UK Tracked 24 or Royal Mail UK Tracked 48 and we have received the required photo confirmation, we can look to either refund you for the damaged product/s, or we can arrange for a replacement product/s to made and shipped to you at no additional cost.
11.4 The Frosted Swann accepts no liability for any products damaged in transit.
11.5 The Frosted Swann will not refund or replace any products that have been damaged in transit where either Royal Mail UK Tracked 24 or Royal Mail UK Tracked 48 has not been selected.
11.6 If for any reason you are unable to provide a clear picture of the faulty item, or if we do not hear from you within 24-hours of your items being delivered, we would not look to refund or replace it.
11.7 If for any reason you are unsatisfied with your purchase, you should email thefrostedswann@gmail.com within 24 hours of receiving your package with a detailed description and clear photos or video of the relevant products. If we deem there is an issue with the product and The Frosted Swann is at fault, we will happily offer the option to replace it.
11.8 The Frosted Swann does not accept returns.
12. Safety
12.1 You must be 18 or over to place an order with The Frosted Swann.
12.2 The products produced by The Frosted Swann are not toys and may contain small parts that are not suitable for children.
12.3 As the consumer, you are responsible to ensure that only those over the age of 18 handles these products.
12.4 The Frosted Swann takes no responsibility if someone under the age of 18 handles these products.
12.5 All products made by The Frosted Swann are produced using food safe materials.
13. Pricing and Payment
13.1 The Frosted Swann reserves the right to amend/update all prices listed on the website at any point and without notice.
13.2 Postage and material costs may change at any point, but this will not affect any orders that have already been placed and paid for.
13.3 Postage costs are calculated at checkout, and will be determined on the postage option selected, as well as the overall weight of the package. The Frosted Swann does not control the postal/delivery costs.
13.4 Once an order has been placed, payment must be made for your order to be processed. No order will be processed until full payment has been received.
14. Product Care
14.1 Prior to using your cutters or embossers for the first time, you must wash them in warm, soapy water.
14.2 All embossers and cutters produced by The Frosted Swann are to be handwashed in warm, soapy water to ensure longevity of the product.
14.3 These products are not suitable for dishwashing.