QUESTIONS AND ANSWERS

 Contents

  1. When should I book my Custom Cake Figurines / Fake Cake?
  2. Do you have a catalog with additional samples, sizes, and photographs?
  3. Returns & exchanges.
  4. Quality.
  5. Custom/ personalized products.
  6. Shipping.
  7. Delivery.
  8. Get the cake figurine urgently. 
  9. Customs and import taxes. 
  10. What do you do when you get a broken package? 
  11. If something you ordered hasn't arrived.
  12. Shelf life & storage conditions, cake figiurines.
  13. Specifications Cake Decorations.
  14. Ingredients & Allergy Info Cake Decorations.
  15. Liability for Mistakes.
  16. Contact & Queries Response time.

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When should I book my Custom Cake Figurines / Fake Cake?

I do not like to rush clients into making hasty decisions and we encourage research. However, I can not guarantee prices and availability before a purchase. Most customers book my services 2-3 week  to a year before their event. I have been known, however, to stay up all night to complete last-minute orders.

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Do you have a catalog with additional samples, sizes, and photographs?

My Website is designed to give an introduction to my style and services. Additionally, I am constantly updating my Facebook page, Instagram and there you will also find pictures of a wide selection of my figiurines and fake cakes. 

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Returns & exchanges

I gladly accept returns, exchanges

Contact me within: 7 days of delivery .

Dispatch items back within: 14 days of delivery

Request a cancellation within: Not Available 

The following items can't be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

  • Custom or personalized orders
  • Perishable products (like food or flowers)
  • Digital downloads
  • Intimate items (for health/hygiene reasons)

Conditions of return. 

Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Questions about your order.

Please contact me if you have any problems with your order. 

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Quality

  • My products are hand-made. Therefore, there may be slight natural variations in appearance.
  • I reserve the right to replace unavailable components with those of equal or better quality. 
  • Decoration colors shown on product images are illustrative only – if a specific color is required this must be requested at the time of ordering. 
  • Please remember colors and shades may appear to vary on different PC monitors.

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Custom/ personalized products

The personalized products are usually made and dispatched 2-3 weeks before your occasion date. I aim to provide you with a fast, high-quality service. Please double-check your order on the screen so that all the details are correct. I cannot refund items where the personalisation has been mis-spelt due to an error made by you so please ensure these details are correct at time of purchase. I will always try to accommodate alterations requested with adequate time, but alterations to orders cannot be guaranteed. Alterations or amendments may incur an additional charge. Please note any changes will not be guaranteed until a confirmation message has been received.

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Shipping

Please note that these items are extremely fragile and I do my best to pack them well to prevent breakages during shipping. I take a lot of care when packaging each piece. Each item is wrapped individually in bubble wrap and then I use a lot of Biodegradable Packing Peanuts to make sure each piece is protected.

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Delivery

Please check item details for estimated arrival times.

Standard delivery UK ,1st class Royal Mail. ( 1-2 business days).

Special delivery, UK delivery Upgrade

You can pay to delivery your cake figurine sooner, if you think the stantard delivery takes too long. Special Royal Mail delivery ( next business day).

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Get the cake figurine urgently. 

Upgrade Craft Time.

You can pay to get your cake figurine sooner, if you think the stantard order takes too long.

You can upgrade your order from a  standard order to a faster craft time if both:

  • you’re in the UK
  • use 1 day, special next day delivery

If you’re outside the UK, please contact me

PLEASE NOTE:

It's upgrade for craft time. 

You receive your order

Craft time + Delivery Time

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Customs and import taxes. 

Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs. 

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What do you do when you get a broken package? 

  • If you receive damaged goods, you must notify me of the delivery immediately. Document the damaged, with as much detail as possible.  Take pictures to document the condition of the delivery (product and boxes). Keep all packaging. ( without photos I can not send a complain to the courier).
  • Please inform me if you want  a refund, repair or replacement. If your goods are damaged during delivery, you have the right to a refund, repair or replacement.  
  • Please note that You won’t have any legal rights if it was damaged by wear and tear, an accident or misuse.

 

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If something you ordered hasn't arrived

If you still want your order

Please ask me to send the item again if the item wasn’t delivered either:

  • by an agreed date
  • within a reasonable time - usually within 3-7 business days

If you want to cancel your order

You can cancel and ask for your money back if you don’t get the item either:

  • within 30 days of buying it
  • on the date you agreed with me - if it was essential to receive it by then (for example, for an event)
  • on the date of the second chance delivery you agreed with me

 

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Shelf life & storage conditions, cake figiurines

Please check my blog article "How to storage cake figurines". 

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Specifications Cake Decorations

The Cake Figurines are not meant for consumption and are for decorative purposes. Cake figurines are covered in High-Quality Edible Modeling Paste.The Cake Decorations are made from a food-approved modeling medium, this has been set hard and on wires, making it a non-edible item.They may also contain toothpicks, wire, styrofoam balls and/or other components for stability, so they are not meant for consumption and are for decorative purposes only.

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Ingredients & Allergy Info Cake Decorations

Cake figurines are Cover High-Quality Edible Modeling Paste: Sugar, glucose syrup, palm oil, water, glycerol E422, preservative E202, emulsifier E471, stabilizers E415, E466, flavorings, food colors: E1520, E551, E153.May contain nuts. Confectioners sugar, water, cornstarch, CMC, xanthan gum. food colors: E124. May contain traces of egg.

They are not meant for consumption and are for decorative purposes only.

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Liability for Mistakes

While I will make all the effort to provide exactly the details you have requested, the creation of a custom figurine is an art and may be subject to slight variations and/or errors by the creator(s), including colors.

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Contact & Queries Response time.

I usually respond to your messages as follows: Weekdays 7am-8am and 4pm-8pm ( London time). Please allow up to 12 hours for a response from me. Your patience is greatly appreciated.  

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