FAQS

here are a few, if you have any more feel free to ask.

By visiting the Zoe’s Fancy Cakes website and / or purchasing something from us, you engage in our service and agree to be bound by the following terms and conditions. These terms & conditions apply to all users of our website.

Please read these terms & conditions carefully before accessing or using our website. By accessing or using any part of this website, you agree to be bound by our terms & conditions. If you do not agree to all the terms and conditions of this agreement, we would recommend not visiting / using our website and or services.

Whilst we do take all reasonable steps to make sure that the information on this website is up to date and accurate at all times, we cannot guarantee that all material is accurate and/or up to date.

All material contained on this website is provided without any or warranty of any kind. You use the material on this website at your own discretion.

We do not accept liability for any loss or damage that you suffer as a result of using this website.

Nothing in these Terms of Use shall exclude or limit liability for death or personal injury caused by negligence which cannot be excluded or under the law of the United Kingdom.

All customers purchasing from overseas are responsible for payment of any import taxes / duties that may be due on arrival of their goods in the destination country. By purchasing via our website you confirm agreement to such.

The zoesfancycakes.co.uk web site is designed to present the products and services offered by Zoe’s Fancy Cakes Ltd and or Zoe’s Fancy Cakes teaching limited (hereafter referred to as “The Company”) for the purposes of sale and ecommerce. The web site remains the sole property of The Company and use of the site is governed by these Terms and Conditions.

All products shown on the web site are protected by copyright and ownership of the design lies with the designers and/or manufacturer of the particular product in question. It is an offence to copy any of these designs and the owners reserve the right to use both the criminal and civil law to protect their rights.

Product and company names mentioned on this web site may be the trademarks or registered trademarks of their respective owners.  The name ‘Zoe’s Fancy Cakes’, the Zoe’s Fancy Cakes logo (both with and without text), and the ‘happy caking’ strap line are all registered trade marks and the intellectual property of The Company. Their use is protected by international copyright law.

The Company will not intentionally supply anyone under the age of 18 due to regulations covering various products sold (knives / alcohol etc).  By proceeding to order from The Company, The Customer is confirming they are at least 18 years of age.

Colours and designs shown on the web site are representative only and The Company offers no guarantee of precise colour or design match due to the limitations of photography and conditions outside of our control.

All dimensions, weights and volumes stated are approximate and are as accurate as required by UK and EU legislation. The Company advises customers to allow a small variation in dimension / weight / volume when ordering.

All goods are stored and handled in a professional, hygienic environment at all times. The Company meets and strives to exceed all Local Authority Environment Health standards, EU Regulations and UK legislation covering the handling and labelling of edible products. Once any edible product leaves The Company’s premises, The Company cannot control conditions which could affect hygiene, safety or quality and, therefore, The Company will not accept the return of any edible item unless it was supplied incorrectly or is faulty.

All goods meet the latest Local Authority Environment Health standards, EU Regulations and UK legislation covering the handling and labelling of edible products.

The Company’s policy is to regard retail packaging as protection for the product and not, in itself, part of the product. Should a product arrive with the retail packaging marked / torn / dented / scratched then this does not mean the product is not of saleable quality, but purely shows that the packaging has done its job in protecting the product.  The packaging is not seen as being part of the product so damaged packaging is not taken as being the same as a damaged product, the product can still be considered as being of a saleable quality, as defined by the Sale of Goods Act.

The Company reserves the right to change prices without notice. The price advertised is the ‘selling price’.  The Company will honour all selling prices even where an error has occurred in The Customer’s favour except in circumstances where a technical fault on either The Company’s website or payment platform has occurred.

UK Orders:

VAT will be charged on all UK orders.

Zoe’s Fancy Cakes Limited; VAT Number: GB 269567348

Orders Within the EU:

If you have a genuine EU VAT Number then VAT will not be charged on your order. However, If you do not have an EU VAT Number then you will be charged VAT. 

Orders Outside the EU: 

VAT will not be charged on orders being shipped outside of the EU.

Unfortunately, it is not possible for an order to be added to, or changed, once payment has been processed. The Company is always happy to try and help but asks that The Customer understands it may not always be possible.

We always try to have our full product range in stock but we do sometimes experience shortages. If for any reason an item is temporarily out of stock, we will contact you to inform you of any delay that we are aware of. Generally, we only experience short delays in obtaining more stock and we will do our very best to ensure you are kept up to date with progress.

The Company reserves the right to ship all available parts of an order and, at its discretion, to ship or refund the balance to The Customer of out of stock items. The Company has the right to ship whichever parts of an order are available without The Customer having the right to cancel the rest of the order. The shipping costs of any back order(s) will be covered by The Company.

The Customer is solely responsible for ensuring the designated delivery address is input correct when proceeding to order via the company.

We want you to be completely happy with your order so if any product arrives incorrect, damaged or faulty then please contact us right away (within 14 days at most) and we’ll do everything we can to help.

We stand behind our products and are strong believers in customer satisfaction and service, so with all online returns we allow a 14 day period where you can return unwanted goods back to us in their original condition. We also accept returns for faulty goods 30 days from the date of receipt too.

Under the Sale of Goods Act, the company are happy to replace any damaged, faulty or incorrectly supplied item right away; or refund that item if you prefer. The item may need to be returned to us so that we can identify the root problem and return faulty items to the manufacturer. Where this is necessary, Cake Stuff will reimburse your reasonable return postage costs up to correctly calculated 1st class post if arranged with us in advance. Items returned without first arranging with us are done so at your own risk and cost. In some cases it may not be safe or possible to send a replacement so we would refund in full for the incorrect item.

If you change your mind about an item (if it was not what you expected) then under the Distance Selling Regulations and, from 13th June 2014, the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013, the company are happy to refund you on return of the item, providing it is new (unused). complete in all original packaging and can be deemed to be of saleable quality. You must contact us within 7 days of receipt and return the item within 14 days.  In these circumstances, return postage costs are payable by the customer.  Edible, perishable, food-contact, customised items and cut ribbon cannot be returned.
Please note that if you return an item for a refund and this brings your order total below our free delivery cut off then the original delivery charge will be payable. The cost of delivery will be deducted from the value of any refund given.

Please note Distance Selling Regulations / the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations do not cover business-to-business transactions (ie trade customers).

If there is a problem with an order / purchase we ask that The Customer contacts us via our Contact Page, email or telephone within 7 days of receipt and lets us know the nature of the problem.  We will do everything we possibly can to put right the issue and minimise any inconvenience.  If The Customer does not report the issue to us, then we simply cannot help.

Please Call: 0113 3053005 or Email: info@zoesfancycakes.co.uk

Return Address: Zoe’s Fancy Cakes Limited, 119 Town Street, Horsforth, Leeds, LS18 5BL.

Please note (Disclaimer summary for returns): 

  • Securely package item(s) in original packaging, including documentation, manuals, warranty information, registration, etc.
  • We are not responsible for lost or damaged return packages.
  • Refunds are made to the original method of payment used for your order usually within 10 business days of package receipt, excluding postage costs. If the item is returned due to faulty goods then the postage will be refunded also.
  • Additional fees will be charged for any product missing the original box, packaging material, contents, accessories, and/or manuals (i.e. any product not in “sellable” condition).
  • Only available within the United Kingdom
  • Excludes edible or bespoke items.

The Company shall strive to deliver all in-stock items within a maximum of 1 week to UK mainland customers – the vast majority arriving within 3-4 working days at most. The Company shall strive to deliver all in-stock items within a maximum of 2 weeks to all UK non-mainland customers – the vast majority still arriving within 1 week. However, The Company is bound by Distance Selling Regulations / the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations and, as such, is obliged to state that it reserves the right to deliver within a 28-day period. The Company stresses that this is a legal requirement and that, in almost all cases, orders are delivered well within 7 business days. Faster shipping options may be available at checkout depending on order weight and The Customer’s location.

Notwithstanding, The Company strives to deliver all Standard Delivery orders within 3-4 working days (except special order items) and all Express Delivery orders placed before 2pm the next working day – assuming UK mainland delivery addresses. The Company shall strive to deliver all in-stock items to international customers within the advisory timescales supplied by Royal Mail. Timescales vary from country to country but, in general, most orders within the EU arrive within 7 – 10 business days; most orders to Italy and Eastern Europe arrive within 7-14 business days, most orders to other countries arrive within 10-14 business days but it should be noted that Royal Mail only quote delivery to “point of entry” into another country. Neither The Company nor Royal Mail has any control over customs clearance time or the final part of delivery which is handled by the domestic postal service within the country.

By placing an order, The Customer accepts these timescales and special comments/requests re faster delivery added to the order form are not considered part of the Contract of Sale.

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