About Us

Please see below Bakehouse 15’s terms and conditions. For any questions, don’t hesitate to contact us at: enquiries@bakehouse15.co.uk

All of our items are made to order, and are therefore subject to the following terms. All orders must have written confirmation before being accepted. 

Bakehouse 15 is a home-based bakery operating in accordance with local food safety regulations.

FOOD ALLERGIES

Please note that all products are made in a kitchen that handles all allergens. 

Our products may and do contain any of the main 14 allergens including: PEANUTS, NUTS, CRUSTACEANS, MOLLUSCS, FISH, EGGS, MILK, CEREALS CONTAINING GLUTEN, SOYA, SESAME SEEDS, CELERY, MUSTARD, LUPIN AND SULPHUR DIOXIDE

Your order will be accompanied with an allergy sticker/card making you aware of all allergens present in your item(s). It is the responsibility of the customer to inform us prior to their booking of any allergy issues. It is the responsibility of the customer to inform their guests of all allergy information and therefore we will not be held liable for any allergic reaction resulting from consumption of the item(s).

Cakes may also contain non-edible products used to support the structure of the cake or to allow decorations to be added. Please take care to remove all non-edible items before consumption.

PAYMENTS/DEPOSITS

All payments and deposits are to be made by bank transfer, cash or card. Cash/card payments will only be accepted at our premises. We will not accept any other form of payment. 

ORDERS £40 AND UNDER

These MUST be paid for in full before you leave our premises or before your order is handed over on delivery. 

ORDERS OVER £40

To secure your date, we require a non-refundable deposit, which is 40% of the total order value. This deposit will be deducted from your final bill. In the event of a cancellation, this deposit will be forfeited. This deposit should be paid for within 48 hours of us accepting your order. Exceeding 48 hours will mean we will no longer hold your date and it will become available for others to book.

We will not purchase any items relating to your order before the deposit is received by us. 

Your order should be paid in full no less than 24 hours before collection/delivery. 

CANCELATIONS

If, in the event the full balance of your order has been paid and you no longer require your order;

• Cancellations over 48 hours before your event will receive a refund (excluding 40% deposit). You can, if you wish, choose to carry the balance of your cancelled order over to a new order. 
• Cancellations 48 hours or less before your event will not receive any refund.

LAST MINUTE ORDERS

Any orders placed less than 7 days before the requested date are required to be paid in full within 24 hours of us accepting your order. Last minute orders are subject to availability. 

WEDDING ORDERS

Wedding order deposits are to be paid within 48 hours of us accepting your order. The full balance of this order must be paid no later than 1 month before your date. Refunds will not be issued after this date. 

CUSTOMISED ITEMS

If you do need to cancel your order, any customised items we order following receipt of your deposit will be available for collection from our premises at an agreed time.

DATE CHANGES

If, for any reason, the date you require your order changes, please contact us immediately. Accepting your new proposed date will be subject to our availability. 

COLLECTIONS

Orders must be collected within the agreed time slot. Please be aware that we will not be available outside of the specified windows. If you do not think you will make your collection window, please let us know promptly, and we will do our best to arrange a new slot.

DELIVERIES

Customers who request delivery will be provided with a mutually agreed delivery slot. Delivery will be attempted a maximum of two times within this slot. Following this, your items will be returned to our premises to be collected at an agreed time. 

Delivery Costs will be calculated per order, based on delivery location. 

Bakehouse 15 cannot be held responsible for any delivery delays outside of our control, including traffic and vehicle breakdowns.  

DAMAGES

Customers are fully responsible for their items following collection/delivery therefore Bakehouse 15 cannot be held liable for any damages that occur after this. 

Proper storage instructions will be provided where applicable. If your order requires refrigeration, it will be labelled accordingly.

For celebration cakes, please refer to the ‘Cake Care Instructions’ provided to you. 

We are not responsible for quality issues arising from improper storage, handling, or delayed consumption.

COMPLAINTS

In the unlikely event that you have a complaint about your order, please make us aware within 24 hours of receipt of your order so that we have the opportunity to resolve matters immediately. Complaints made after this period may not be considered. 

Minor variations in colour, size, or decoration are normal and not considered defects. 

Only items returned to us are eligible for refund. 

RETURN OF HIRED ITEMS

Deposits are taken for all hired cake and cupcake stands. These must be returned on the agreed date or extra charges may be required to cover hire costs. Any damages will incur a reduction of deposit returned in order to cover costs of repair or replacement.

PHOTOS/VIDEOS

All media provided to us, by you, is used as inspiration and we will not create a direct copy of another cake. Colours will be recreated to the best of our ability, but exact matches cannot be guaranteed.

We hold the right to post any photos of your items before they leave our premises, on our social media platforms and our website. Please advise us if you wish for us to hold off from posting until a specific date. 

RIGHT TO REFUSE SERVICE

Bakehouse 15 reserves the right to refuse or cancel any order at our discretion, including but not limited to: inappropriate requests, abusive behaviour, or non-payment.

CHANGES TO TERMS

These terms and conditions may be updated at any time. The version in effect at the time of ordering will apply.

By placing an order with Bakehouse 15, you acknowledge that you have read, understood, and agreed to these terms and conditions.

Terms last updated January 2026.