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ORDERING TERMS & CONDITIONS
PLACING AN ORDER
Orders can be placed on-line via our website, over the phone (phone order) or in person. Full payment is required at the point of ordering unless agreed with us. You will be provided with an order confirmation with an order number and a payment receipt all sent by email. Please check your junk mail folder as confirmations may be redirected there by your security software. Please check your copy of the order carefully and let us know if any items are incorrect.
Due to the our volume of sales it is especially important to check you have selected the correct collection / delivery times and date. Cravo & Canela cannot accept responsibility for errors made during the ordering process by the customer.
Orders require a minimum of 72 hours notice. Wedding cakes and special or large orders require a minumum of 7 days notice. The earliest possible fulfilment time is always offered when placing an order. Last minute orders are subject ot stock availability.
CHANGES TO ORDERS
Alterations to orders may be requested, but we may not be able to accommodate late changes. Additional charges may apply for any changes.
COLLECTING AN ORDER
If you have arranged to collect from us, the cake will be available within the time-slot selected. If for some reason you are unable to collect on the day specified, please contact us urgently on our phone numbers as emails may be delayed and changes may not be possible. We will hold the cake for you until the end of its shelf-life (normally 72 hours), when it will be discarded and no refunds will be given. Once a cake has been accepted, it is the customer’s responsibility to safely transport to its destination.
DELIVERY OF AN ORDER
Where delivery is requested, it is the customers responsibility to ensure a complete and correct address is supplied, along with a correct phone number for contact. It is also the customer’s responsibility that there is someone to accept the delivery at the address. Cravo & Canela cannot accept responsibility for late or missing deliveries due to insufficient or incorrect information supplied, or because there is no-one to accept delivery. Waiting charges may be added to your delivery cost by the delivery supplier. Cravo & Canela uses a third part companies for all its delivery and does not profit from delivery charges.
Cravo & Canela cakes are hand-made, using fresh natural fruit. Therefore there may be slight variations in appearance from those shown in our publicity material. We reserve the right to replace unavailable components with those of equal or better quality. Ribbon colour as shown is illustrative only – if a specific colour is required this must be requested at the time of ordering.
On collection of your order you will be asked to check the appearance of the cake. Please take the time to inspect the order, as Cravo & Canela cannot take any responsibility for visible errors not identified and shown to staff at this point. Cravo & Canela cannot and will not accept any liability by orders damaged in transit when out for delivery.
Cravo & Canela will make every effort to fulfill you order correctly. In the unlikely event that this does not occur, please note Cravo & Canela does not accept any responsibility for consequential costs incurred due to errors made with products supplied or delivered. This does not affect your statutory rights.
We can only guarantee a full refund of your order if we receive your order cancellation instructions at least 72 hours (or 5 working days if your order is for a large / special order cake) before the collection time. Any other cancellation refunds will be entirely at Cravo & Canela’s discretion.
Cravo & Canela reserve the right to make price changes without prior notice, but guarantee that no price increase will apply to any confirmed paid orders made by a customer for collection on a date after which a price increase has been made.
We work hard at Cravo & Canela to ensure your complete satisfaction with our products.
If you are not entirely satisfied with your purchase or the standard of our service you should first speak to us. Alternatively you can contact us at Head Office via post, email or on-line form;
Customer Service Department
Cravo & Canela Ltd.
244A Gipsy Road
Or use our on-line form found under the Contact Us page on our website.
We will endeavour to give all complaints our urgent attention. Your complaint will be acknowledged within 5 working days and we will endeavour to resolve the matter within 15 working days.
FOOD ALLERGY DISCLAIMER
Cravo & Canela makes every effort to accommodate the various dietary requirements of our customers and handles food allergies seriously. Every effort is made to instruct our staff regarding the potential severity of food allergies. Please be advised that our menu items may contain allergens, may have come in contact with items containing allergens, and there is always a risk of contamination or crosscontact. In addition, the potential does exist, that food manufacturers may change their formulation or manner of processing without our knowledge. We do not guarantee the accuracy of nutrition information. Ingredient and nutrition content of foods may vary due to changes in product formulation, recipe substitutions, portion size and other factors. The nutrition analyses provided are approximations only. Customers with concerns need to be aware of these risks. Cravo & Canela will assume no liability for any adverse reactions that may occur.
Cravo & Canela is a registrated company. Our legal details are:
Cravo & Canela Ltd.
1 College Yard, 56 Winchester Avenue, London, NW6 7UA
Company Number 06962439 VAT Registration 986589533