Custom Cakes Policy
At Pastels, all custom cakes and customised dessert orders are created with personalized care, artistic attention, and significant preparation. This policy outlines how custom orders are discussed, confirmed, produced, and managed to ensure clarity and fairness for both you and our business.
Consultation & Design Process
Custom cakes begin with a design discussion, where customers can share inspiration photos, colours, themes, flavours, serving size needs, and any specific preferences. Inspiration images are used strictly as a guide — exact replication is not always possible due to variations in ingredients, tools, lighting, and artistic interpretation. We will always aim to match the concept as closely as possible while maintaining food safety, cake structure, and professional standards.
If a design requested cannot be safely executed or is outside our capability, we will recommend suitable alternatives.
Quotes, Pricing & Confirming Orders
Custom cake pricing varies depending on size, flavours, design complexity, handmade elements, materials, and time required.
Once the design is agreed upon, a formal quote is provided.
A custom cake order is only confirmed once full payment has been received.
No work or preparation will begin until payment is completed.
Preparation Timeline & Early Work
Some custom cake designs require early preparation, including but not limited to:
Sugar flowers or handcrafted decorations
Fondant or gum‑paste elements that must dry or set
Multi‑stage or structure‑based designs
Special materials ordered specifically for the customer
Because of this, preparation may begin several days to a week before the pickup or delivery date. Customers will be informed during the ordering process if early preparation is required.
Once any preparation step begins, the order becomes partially non‑refundable due to time, labour, and materials already invested.
4. Changes to Orders
Minor changes (e.g., message on cake, colour tweaks) may be accepted if requested well in advance and only if they do not impact the preparation already completed.
Major changes — such as size, flavour, structure, or design style — cannot be guaranteed once the order is confirmed or preparation has begun.
We reserve the right to decline changes that are not feasible due to time, materials, or scheduling.
Cancellations for Custom Cakes
Cancellations must be requested as early as possible.
If no preparation has begun, cancellation may be accepted and refunded.
If preparation has begun, the order becomes eligible only for a partial refund.
The refund amount will reflect:
✓ Time already spent
✓ Special materials or decorations already created
✓ Ingredients already purchased
✓ Loss of potential bookings due to reserved time
If most or all of the cake has been completed or is already baked/decorated, no refund may be available.
This policy ensures fairness given the personalised nature of custom work.
Customer Responsibility for Accuracy
Customers are responsible for ensuring all details of the custom order are correct at the time of confirmation, including:
Size and serving requirements
Allergies or dietary preferences
Flavour choices
Design requests
Pickup or delivery details
We are not liable for issues resulting from incorrect or incomplete information provided by the customer.
Artistic Variation & Creative License
Because custom cakes are handcrafted, slight variations in colour tone, texture, decoration placement, and finish may occur. Environmental factors, natural ingredients, and artistic interpretation may influence the final appearance.
Such variations do not qualify as faults or errors.
Ownership & Use of Photos
We reserve the right to photograph custom cakes for portfolio, social media, and promotional use.
We do not share customer personal details with these images.
Customers may request that their design not be posted before a specific date (e.g., for surprise events), and we’re happy to accommodate.
Allergen Considerations for Custom Orders
Even if a custom cake is made without certain allergens (e.g., eggless), all products are prepared in a kitchen that handles major allergens. Cross‑contamination cannot be fully prevented.
Customers must clearly disclose allergies at the time of ordering.
Pastels is not responsible for allergic reactions if allergens were not fully communicated.
Pickup, Transport & Storage
Once a custom cake is collected or delivered, responsibility transfers to the customer.
Customers must:
Transport the cake smoothly and level
Keep it cool and shaded
Refrigerate when necessary
Follow storage instructions provided
Pastels is not responsible for damage occurring after handover, including melting, smudging, falls, or mishandling during transport.
Refunds for Custom Cakes
Refunds are only considered for genuine quality issues reported promptly with clear photos.
Damage caused after pickup or delivery is not eligible.
Refunds may be full, partial, or in the form of store credit, depending on the situation.
Third‑party payment processing fees (such as Stripe) may not be refundable, as they are not returned to us. These fees may be deducted from the refund amount.
Final Agreement
By confirming a custom cake order with Pastels, customers acknowledge and agree to the conditions outlined in this Custom Cakes & Customisations Policy.