terms & conditions

By ordering from Gelateaux you agree to the following Terms & Conditions.

In light of the ongoing covid-19 situation we have amended our terms to offer greater reassurance for anyone booking an ice cream cake order in advance: In the event of a government or local council mandated shutdown we promise to refund your order in full, or hold it for a date in the future of your choosing (whichever option is preferred by the customer). If a customer needs to cancel an order due to any other circumstances it will be subject to our standard T&Cs.

Payment is needed to confirm online and telephone orders and until payment is received your order cannot be guaranteed. For orders booked via an invoice pro forma payment is strongly recommended, and we reserve the right to cancel any order still awaiting payment on the delivery date. Issuance and receipt of your invoice is taken as confirmation of your order and because we may have had to turn away other clients and start preparations for your order invoices will remain payable in the event of cancellation or postponement.

Deliveries are made by hand on the date specified in your order. All deliveries are undertaken by Gelateaux. Please ensure someone is available at the delivery address on the day of your order; if there is no-one on hand to receive the ice cream cake we are unable to leave it. If you would like us to deliver to your place of work or somewhere else we are happy to do so but please note that Gelateaux cannot accept any liability for the treatment of your order or mishandling once a delivery has been made and the package/s signed for. Once the ice cream cakes is signed for we cannot accept liability for the subsequent handling of it.

All our custom ice cream cakes and cupcakes are made to order and we do not accept returns. Refunds, credit notes or a replacement order to the same value will be given only in the event that you receive the incorrect product or if the products are shown to be of unsatisfactory quality. Should this be the case, or if you are in any way unsatisfied with the condition or quality of your cakes upon arrival you must contact us within 24 hours of receipt. Gelateaux will not accept liability for any complaints made after this time.

We reserve the right to use photographs of orders we prepare on our website, blog, Instagram pages, Twitter pages and Facebook pages. If you would like to specifically request that we do not use pictures of your order, or that we provide you with a picture of your order we will usually be happy to do so but you must let us know at the time of ordering.

If you need to change the date or details of your order or cancel it altogether please contact me as far in advance as possible. Telephone and online orders for to-go cakes cancelled 12 hours or more before the delivery/collection date will receive a full refund on the order total (minus any transaction fees*).

Custom cakes cancelled within 14 days or more of delivery/collection will be entitled to a full refund (minus any transaction fees*). Those cancelled less than 14 days of the order date will be entitled to a 75% refund. Those cancelled less than 7 days of the order date will not be entitled to a refund (although refunds and credit notes may still be provided at Gelateaux’s discretion).

*I use Stripe to collect card payments and they charge a non-returnable fee of 2.2% (currently) for any refunds.