Terms & Conditions
By placing an order at Heaven is a Cupcake you agree to all the below terms and conditions. If there are any questions regarding these terms please email us to clarify before placing an order. Terms and conditions subject to change without notice.
Website usage terms
The term ‘Heaven is a Cupcake’ or ‘us’ or ‘we’ or ‘our’ refers to the owner of the website whose registered office is Unit 1, St Albans Enterprise Centre, Longspring, Porters Wood, St Albans, Herts, AL3 6EN. The term ‘you’ refers to the user or viewer of our website.
- The content of the pages of this website is for your general information and use only. It is subject to change without notice.
- Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
- Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
- This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
- All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
- Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
- From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
- Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.
Hours of business
Our hours of business are Tuesday –Friday 9am – 5.30pm, Saturday 9am – 12pm with the exception of UK public and bank holidays. Consultations are by appointment only. Our Phoneline will be open 9am – 5.30pm with answering service if we are not available, outside of these hours only answer phone messages will be taken and replied to as soon as possible. The best way to contact us is via email. We are only a small business and cannot always get to the phone. We can be reached by email any time although it may take up to 3 working days to respond and longer during busy periods. Business open all year with bank holidays and personal holidays being advertised on site to alert customers of any delays relating to these holidays.
Orders can be made at any time, but ideally custom orders need at least 2 week’s notice, if not longer. Please order carefully and check your cart contents/order before submitting the order. Please make sure the contact details supplied with your order are correct in case we need to contact you.
Please ensure the delivery address is correct on your Heaven is a Cupcake website account. All orders will be shipped to the delivery address you provide. You are responsible for keeping this up to date. We are unable to help if a package is sent to an incorrect address due to details not being updated by the customer. During checkout you will be asked for a billing address, this is the address your order will be delivered to (if chosen).
We will make every effort to ensure that all aspects of the required design are followed exactly. However we will hold the artistic licence to make any changes to the design if necessary – whether this be for artistic reasons or for stability reasons wherever possible this will be discussed first with the client and where a quote has already been agreed upon no increases would be made to the cost of the cake. Wherever possible we will accommodate any changes you wish to make to your order at our discretion providing at least 2 week’s notice is given. Changes to orders may incur extra charges or administration fees. Due to copyright restrictions we cannot reproduce other cakes completely and will always put our own artistic flair on each cake we produce. Please check your order form to ensure that there are no mistakes. Please see our FAQs for information on ordering and cake maintenance.
We will do our best to match any colour requests but we cannot guarantee an exact match as colours present differently in different materials. We aim for a perfect match but this is not always possible so please allow for shading difference due to lighting/computer screen/photo etc. Photos on the website are a guide online and colours may vary so if you have any specific requirements please email us and we will do our best.
All our cakes are made to order therefore we are unable to refund any pre-payments or deposits. Refunds are made at the discretion of Heaven is a Cupcake. Under no circumstances will the full amount be refunded. Any charges incurred and materials already purchased for your order are non-refundable and time spent on any decorative pieces for your order will be charged accordingly.
Where possible we will try to accommodate rescheduling if given at least 2 week’s notice. Please be aware if we cannot reschedule your booking this will count as a cancellation and the cancellation procedure will be followed. (Please see COVID-19 Ts&Cs below for updated terms)
Our cakes are all made fresh to order, therefore some dates may become unavailable due to being so popular! If your preferred time or date for collection/delivery is not available then please email us on firstname.lastname@example.org and we will see if we’re able to accommodate you.
The price for your order is clearly stated and broken down on your order form. By agreeing to these terms and conditions you accept responsibility for paying the full balance shown on your order form.
Payments are processed using PayPal Website Payments and Stripe. Credit and Debit cards and PayPal payments can be accepted through this. You do not need a paypal account to pay. UK pounds sterling only will be accepted. If you pay with foreign currency your order will be rejected and you will be contacted to make payment in the correct currency. We regret we cannot accept Cash, Cheques or Money orders at this time.
Orders placed via email must be paid via BACs, Paypal payments will incur a fee.
Bespoke Orders Information
If a customer requests fresh flowers on their wedding cake it is the customer’s responsibility to liaise with their florist to determine the type of flowers to be used. It would be helpful to communicate this decision with the cake designer. We are happy to contact the florist to discuss amount and size of flowers needed.
The cost of fresh flowers is not included in the cake price. The cost of fresh flowers needs to be settled with your florist. Please note some flowers are toxic. It is the customer’s responsibility to ensure that any fresh flowers displayed on or next to the cake do not contain pesticides and are food-safe. Heaven is a Cupcake can take no responsibility for the flowers being food-safe.
Once Heaven is a Cupcake has set up the cake at the venue we do not take any responsibility for any damage to the cake from the fresh flowers, or the placement on the cake of the fresh flowers.
Any non-edible decoration such as toppers, wired or fresh flowers, brooches, silk ribbon etc and non-edible hidden supports or plastic dowels that are used to decorate your cake must be removed from the cake prior to serving. Cupcake toppers, figures and cake toppers will contain supports to hold them into the cake. Please ensure they are removed before serving. These items will be noted and given to you (or in some cases, the venue) on delivery/collection.
Delivery and Set Up
All delivery dates and times are subject to availability. If you have a specific delivery date and require delivery before a given time, please specify this when placing your order. We will try to accommodate your requirements but delivery may not be available at short notice.
It is the customer’s responsibility to ensure they have given Heaven is a Cupcake the correct delivery information, and that someone is available to receive their order. If the recipient is not in when Heaven is a Cupcake attempts delivery, we will try to leave the order with a neighbour but we cannot leave the order outside. If re-delivery is possible, an extra charge will be incurred, otherwise the order must be collected from our premises.
In the case of an unavoidable event, such as a car accident or poor road conditions during delivery, Heaven is a Cupcake cannot be held liable for more than the price of the cake described in the order. If your cake is being delivered to an outdoor event or held in a marquee, Heaven is a Cupcake will NOT be held responsible for the conditions of the cake following set-up. Due to the effects of outdoor weather conditions, eg. extreme heat; sudden rain; unsteady table on uneven ground; wind blowing undesirable items such as leaves, sand, dirt, insects and other wildlife, the cake and cake elements may not hold up and cannot be insured past satisfactory delivery and set up. While Heaven is a Cupcake promises to deliver quality products and services, we cannot be held responsible for anything that could happen to the cake once the delivery is complete. We strongly advise you purchase wedding insurance to cover yourself. We advise that you think carefully about where your cake is to be set up and what the conditions of the venue are like. It shouldn’t be positioned directly in front of a window or by a heat source, for example.
Our delivery service is subject to reasonable access conditions. If in the unlikely event we are unable to deliver your cake due to adverse weather conditions such as snow or floods, these conditions may make your venue inaccessible and delivery will not be possible. Please ensure the address has suitable access.
We will do everything possible to ensure your cake arrives on time, but cannot accept liability for any late deliveries due to traffic or poor weather conditions.
We are currently operating contactless deliveries. Your order will be placed on your doorstep & we will step back 2m from the door to make sure the delivery has been received. Please ensure you have a contact number for the delivery address & that somebody is in to receive the delivery. If you live in a flat, your order will be left in the foyer of the building and you will receive a text or phone call to let you know your order is about to be delivered. If you are self isolating, please inform us and we will do our best to help. We are trying to keep our employees and you as safe as possible so appreciate your cooperation on this matter.
We are operating contactless collections and minimising the amount of people at the unit. When you place your order you will be given a time slot to collect (please ensure this is adhered to and if you are running late then please let us know so we can make arrangements.) Please call us on arrival and will unlock & open the glass door at the front of the unit on the left of the main entrance. The door will be opened wide so that you do not need to touch the door handles.
Please use the hand sanitiser provided. Your order will be waiting for you in the collection area where it can be collected. Please leave through the glass door at the front of the unit. This is to minimise the amount of contact through doors so that we can then sanitise the door handles after you leave. We are only allowing one person in the collection area at a time so if you have children please leave them in the car if they are old enough to be left alone or alternatively, give us a call and we can bring your order out to you and put it straight into your car. We really appreciate your cooperation in keeping our premises as clean as possible.
During the current crisis it has become increasingly difficult to get ingredients, this means that on rare occasions we may have to make substitutions if we cannot find ingredients. We use wholesalers primarily but have to use supermarkets for smaller items. We are a very small business and cannot afford to get everything in bulk. Please be aware that when placing an order you are agreeing that some items may be substituted but we will inform you as soon as we can if this occurs. If you do not want any substitutions, please do not place an order.
COVID-19 Cancellation Policy
We cannot refund deposits (as is always our policy) but can postpone orders if given enough notice (7 days but please contact us at less notice and if it’s possible, we will postpone.) You may incur extra costs if we have already made decorations which cannot be used on a postponed order. If you have any problems, please contact us and we will try to help. If we have to cancel an order due to COVID-19 you will receive a full refund.
We reserve the right to change any content or prices on this website without prior notice.
You can contact us by phone (9am – 5.30pm, Tuesday to Friday, 10am – 1pm Saturday), email or post using the following info.
Phone: 07725 149428
Unit 1, St Albans Enterprise Centre, Longspring, Porters Wood, St Albans, Herts, AL3 6EN
This website and its content is copyright of Heaven is a Cupcake – © Heaven is a Cupcake 2010 – 2020. All rights reserved. Website designed by Lacon Design.
Any redistribution or reproduction of part or all of the contents in any form is prohibited.
Professional Photos are copyright as credited with the photos, and have been kindly given to Heaven is a Cupcake with the permission of photographer. They may not be copied or used without the express permission of these parties and doing so breaches copyright.
You may not, except with our express written permission, distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system.