At CakeDouce, every order is prepared especially for you, based on the pickup date and time you selected. To preserve the freshness and quality of our products, we ask that you respect the following conditions.
Pickup procedure
Orders must be picked up at the CakeDouce shop on the date and during the time slot chosen when ordering.
When you arrive, please have:
- The name used to place the order;
- Your order number or your confirmation email.
It is the customer’s responsibility to check their order information, including the pickup date, time and location.
Another person may pick up the order for you. They must provide the full name associated with the order and the confirmation number.
Changing the pickup date or time
Any request to change the pickup date or time must be sent at least 48 hours before the originally scheduled date.
Changes are subject to availability and are not automatically guaranteed. A change is only confirmed once you have received written confirmation from CakeDouce.
Only one date change may be allowed per order. The new date must be chosen from the availability offered by CakeDouce.
Cancelling a regular order
Any cancellation must be requested at least 48 hours before the scheduled pickup date.
When an eligible cancellation is received within this time, the customer may receive a refund to the original payment method.
Delivery, processing or transaction fees already incurred, where applicable and non-recoverable, may be deducted from the refund.
Cancelling less than 48 hours ahead
Orders cancelled less than 48 hours before pickup are neither refundable nor exchangeable, since by then the ingredients, production and labour have usually already been reserved or committed.
No refund will be given when a customer:
- Changes their mind;
- Selected the wrong date, flavour or size;
- Can no longer come in;
- Forgets to pick up their order;
- Provides incomplete or inaccurate information when ordering.
Where possible, CakeDouce may exceptionally offer a date change or store credit. This decision remains at CakeDouce’s sole discretion and depends on how far along the order is.
Custom orders, weddings and events
Custom orders, wedding cakes, dessert tables and event orders are subject to the conditions set out in their quote or contract.
Deposits paid to reserve a date are generally non-refundable, as they cover planning, consultations, the purchase of supplies and reserving the production slot.
If this policy and a signed contract differ, the terms of the signed contract take precedence.
Late pickup
We understand that the unexpected can happen. If you are running late, please contact CakeDouce as soon as possible.
Being late does not guarantee that a team member can stay on site after closing time or after the confirmed pickup slot.
When the customer arrives after their time slot:
- Handing over the order depends on our team’s presence and availability;
- A new pickup slot may need to be set;
- Additional fees may apply if a special presence or trip is required;
- CakeDouce cannot guarantee that the order can be handed over the same day.
Order not picked up
An order that is not picked up during the scheduled period is considered a missed order.
When storage conditions allow, CakeDouce may keep the order until the next business day. The customer must, however, contact us to confirm a new pickup time.
CakeDouce does not guarantee the freshness, texture, appearance or stability of an order picked up after the originally scheduled date or time.
For reasons of food safety, freshness and storage space, any order not picked up within 24 hours of the original pickup may be considered abandoned and be discarded.
An order that is not picked up:
- Is not refundable;
- Does not entitle you to a credit;
- Will not be automatically replaced;
- Cannot be remade free of charge.
To receive a new order, the customer must place and pay for a new order, subject to CakeDouce’s availability.
Transporting your order
Once the order is handed to the customer or the person designated to pick it up, CakeDouce is no longer responsible for damage that may occur during transport.
Cakes must be carried on a flat, stable surface, ideally in the trunk or on the floor of the vehicle. They should not be placed on a seat, on a passenger’s lap or in a vehicle that is too hot.
A problem with an order
The customer must check their order at pickup.
Any error or concern must be reported immediately, before leaving the shop. If a problem is noticed after leaving, the customer must contact CakeDouce the same day and provide clear photos of the product along with their order number.
CakeDouce will assess each situation and, where applicable, offer a reasonable solution. No automatic refund or replacement is guaranteed.
Acceptance of terms
By placing an order on the CakeDouce website, the customer confirms having read, understood and accepted this pickup and cancellation policy.
For any change or cancellation request, please contact us at: [email protected]