Terms & Conditions

Last updated: 2026

Please read these Terms & Conditions carefully before using this website or placing an order with New Cakes.

By accessing this website, browsing our products, creating an account, or placing an order, you agree to be bound by these Terms & Conditions, together with any other policies referred to on this website.

If you do not agree to these Terms & Conditions, please do not use this website or place an order.

These Terms & Conditions apply to all purchases made through the New Cakes website, by email, by telephone, through social media, or by any other direct ordering method.

1. About Us

This website is operated by Sugar Village Ltd trading as New Cakes.

In these Terms & Conditions, “New Cakes”, “we”, “us” and “our” refer to Sugar Village Ltd trading as New Cakes. “Customer”, “you” and “your” refer to the person placing the order or using this website.

2. Our Products

New Cakes supplies handmade decorated cakes, cupcakes, baked goods and related edible items.

All cakes are handmade and decorated to order. While we make every effort to match the product images, descriptions, colours, themes and design details shown on our website, small variations may occur.

Product images are for general illustration only. Colours, decorative elements, toppers, proportions, finish and placement may vary slightly due to the handmade nature of our products, supplier changes, screen display differences, icing colour variations and the availability of decorations.

We reserve the right to make reasonable substitutions where a specific decoration, topper, ribbon, colour, packaging item or ingredient is unavailable, provided the overall theme and value of the product are maintained.

3. Prices and VAT

All prices are shown in pounds sterling.

Prices include VAT where applicable.

We reserve the right to change prices at any time. Price changes will not affect orders that have already been accepted by us, except where there has been a clear pricing error.

4. Ordering

When you place an order, you are responsible for checking that all order details are correct before completing payment.

This includes:

• product choice;
• size;
• flavour;
• dietary selection;
• message wording;
• personalisation;
• delivery date;
• delivery address;
• recipient details;
• contact number;
• email address;
• any notes or special instructions.

Once an order has been placed, we may not be able to make changes, especially where production has already started or the order has already been dispatched.

We reserve the right to refuse or cancel an order where:

• the product is unavailable;
• there is a pricing or description error;
• we cannot fulfil the requested design or delivery date;
• payment has not been received;
• the order appears fraudulent or abusive;
• the delivery address is incomplete, inaccessible or outside our delivery area;
• we are unable to meet a requested allergy, dietary or safety requirement.

If we cancel an order, we will notify you and issue any refund due.

5. Personalisation and Customer-Provided Details

Many of our products are personalised or made to order.

You are responsible for ensuring that all names, ages, dates, messages, spellings and personalisation details are correct at the time of ordering.

We will copy personalisation wording as provided by you. We are not responsible for errors, spelling mistakes or incorrect wording supplied by the customer.

Where offensive, unlawful, abusive, discriminatory or inappropriate wording is requested, we reserve the right to refuse the order or ask for alternative wording.

6. Perishable and Handmade Goods

Our cakes and baked goods are perishable food products.

Because our products are made to order, personalised, and/or perishable, they cannot usually be returned simply because you have changed your mind.

This does not affect your statutory rights if the product is faulty, not as described, or does not meet the standards required by law.

7. Cancellations

Cancellation requests must be made in writing by email.

Because our cakes are handmade, scheduled into production and often personalised, cancellation charges may apply.

7.1 Cancellations More Than 14 Days Before Delivery

If you cancel more than 14 days before the delivery date, we may retain a reasonable administration charge and any costs already incurred.

This may include payment processing costs, design preparation, ordered materials, decorations, toppers, ingredients, packaging or other costs specifically incurred for your order.

7.2 Cancellations Within 14 Days of Delivery

If you cancel within 14 days of the delivery date, we may be unable to offer a refund if production has started, materials have been purchased, staff time has been allocated, or the order has been personalised.

Any refund or credit offered will be at our discretion and will depend on the stage of preparation and costs already incurred.

7.3 Orders Already Made or Dispatched

Orders that have already been made, personalised, packed, booked for courier collection, collected by the courier, or dispatched cannot be cancelled or refunded unless we are legally required to do so.

8. Delivery

We offer national delivery using third-party courier services and, where available, local delivery or collection.

Delivery dates are requested in good faith, but courier delivery dates are not guaranteed unless expressly stated otherwise.

We recommend selecting a delivery date at least 1–2 days before your event wherever possible, especially for birthdays, weddings, corporate events, school events or other time-sensitive occasions.

Once an order has been dispatched, the delivery process is managed by the courier and is subject to their delivery network, route planning, depot operations, scanning, driver handling and delivery schedules.

We will take reasonable care to dispatch your order using the delivery service selected. However, we are not responsible for delays caused by circumstances outside our reasonable control, including courier delays, depot disruption, weather disruption, strikes, road closures, missed scans, incorrect routing, failed delivery attempts or other courier network issues.

9. Leave-Safe Delivery

As cakes are perishable food items, national deliveries may be sent using a leave-safe delivery service.

This means the courier may leave the parcel at the delivery address or in a safe place if required. This may include a porch, doorstep, reception area, concierge, mail room, neighbour, outbuilding, or another location considered suitable by the courier at the time of delivery.

DHL or another courier may provide a delivery window or tracking updates on the day of delivery. DHL will usually provide a one-hour delivery window where available.

The customer or recipient is responsible for monitoring the tracking information and bringing the cake indoors as soon as it is delivered.

Once courier tracking confirms that the parcel has been delivered to the delivery address or safe place, responsibility for correct storage and handling passes to the customer.

We are not responsible for damage, melting, deterioration, theft, loss, colour bleeding, softening or spoilage caused by the cake being left outside, left in a warm place, not collected promptly, or not stored correctly after delivery.

10. Third-Party Courier Services

For national deliveries, we use third-party courier services.

We pack cakes securely using protective packaging, insulation, internal supports and handling labels where appropriate. However, cakes are delicate handmade food items and may be affected by rough handling, delay, temperature changes, incorrect storage or movement in transit.

Where a courier issue occurs, we will review the matter fairly and may assist with a courier claim where appropriate.

Any remedy offered by New Cakes will depend on the circumstances, the evidence provided, the severity of the issue, and whether the customer has complied with these Terms & Conditions.

11. Damage in Transit

We take care to package all cakes as securely as reasonably possible for national delivery.

However, due to the fragile and handmade nature of decorated cakes, minor movement, small decorative displacement, slight marks or superficial damage may occasionally occur during transit. This does not automatically mean the cake is unusable or eligible for a full refund.

If a cake arrives damaged, you must notify us within 12 hours of delivery and provide clear photographic evidence.

Depending on the evidence and severity of the damage, we may offer one or more of the following:

• repair or presentation advice;
• partial store credit;
• partial refund;
• replacement, where reasonably possible;
• refund of delivery charge, where appropriate;
• another remedy we consider fair and proportionate.

We are not responsible for damage caused by:

• the customer or recipient failing to monitor delivery tracking;
• the customer or recipient failing to bring the cake indoors promptly after delivery;
• the parcel being left outside, in a porch, safe place, reception area, mail room, neighbour location or communal area;
• the cake being moved, transported, unpacked incorrectly, refrigerated incorrectly, exposed to heat or otherwise mishandled after delivery;
• the customer providing an incorrect, incomplete or inaccessible delivery address;
• delays caused by events outside our reasonable control.

Nothing in this clause affects your statutory rights.

12. Delivery Claims Window

All cakes must be inspected immediately upon arrival.

To make a claim for transit damage, missing items, melting, delay-related concerns or delivery condition issues, you must contact us within 12 hours of the courier marking the parcel as delivered.

Your claim must include:

• your order number;
• clear photographs of the outer delivery box before it is fully opened;
• photographs of the internal packaging;
• photographs of the cake from several angles;
• photographs showing any damage clearly;
• a description of the issue;
• confirmation of when the parcel was received and opened.

If photographic evidence is not provided within 12 hours of delivery, we may be unable to offer store credit, replacement, refund or compensation.

This short claims window is necessary because cakes are perishable food products and their condition can change quickly depending on storage, handling, room temperature, refrigeration, humidity and the time elapsed after delivery.

13. Storage After Delivery

Cakes must be brought indoors immediately after delivery and stored correctly.

Unless we specifically advise otherwise, cakes should be stored at room temperature in a cool, dry place.

Cakes should not be refrigerated unless instructed by us. Refrigeration can cause condensation, which may cause colours to run, decorations to soften, edible images to blur, icing to become sticky, or the finish of the cake to deteriorate.

Cakes must be kept away from:

• direct sunlight;
• heat;
• radiators;
• ovens;
• warm rooms;
• vehicles;
• moisture;
• pets;
• children;
• strong odours;
• damp or humid environments.

We are not responsible for damage, colour bleeding, softening, condensation, melting, collapse or deterioration caused by incorrect storage after delivery or collection.

14. Melting, Heat and Post-Delivery Handling

We are not responsible for melting, softening, condensation, collapse, damage or deterioration caused by the cake being:

• left outside;
• left in direct sunlight;
• left in a warm room;
• placed near heating;
• stored in a vehicle;
• stored incorrectly;
• refrigerated incorrectly;
• opened late;
• moved or transported after delivery;
• handled incorrectly after delivery.

If courier tracking shows that the parcel was delivered and the cake was not brought indoors promptly, New Cakes will not be responsible for any resulting damage or deterioration.

15. Incorrect Address, Failed Delivery or Refused Delivery

You are responsible for providing a complete, accurate and accessible delivery address at the time of ordering.

This includes the correct:

• postcode;
• house number or building name;
• flat number;
• business name, where applicable;
• floor or department, where applicable;
• access code, where applicable;
• delivery instructions;
• recipient name;
• recipient telephone number;
• recipient email address.

New Cakes is not responsible for failed, delayed, refused, lost or spoiled deliveries where:

• the customer provides an incorrect or incomplete address;
• the postcode is incorrect;
• the recipient is unavailable;
• the courier cannot gain access;
• the parcel is refused;
• the customer fails to monitor courier tracking;
• the customer fails to collect from a depot, collection point, concierge, reception, mail room or neighbour;
• the customer rearranges delivery directly with the courier;
• the first delivery attempt is missed.

Because cakes are perishable, we cannot guarantee that a cake will remain suitable for use after a failed delivery attempt, redirection, depot hold or delayed collection.

In these circumstances, the customer remains responsible for the order and no refund or replacement will be due unless we are legally required to provide one.

16. Saturday, Nominated-Day and Premium Delivery Services

Where a Saturday, nominated-day or premium delivery service is selected, this refers to the delivery service requested from the courier.

While we will dispatch the order using the selected service, courier delays can still occur.

If a premium delivery service fails due to courier delay, we may review the delivery charge separately from the product cost.

Refunds of delivery charges, store credit, replacements or other remedies will be assessed on a case-by-case basis.

We strongly recommend selecting a delivery date at least 1–2 days before the event wherever possible.

17. Collection Orders

If you choose collection, you are responsible for collecting the order at the agreed date and time.

Once a cake has been collected, responsibility for safe transport, storage and handling passes to the customer.

We are not responsible for damage caused after collection, including damage caused by car transport, sudden braking, uneven surfaces, heat, incorrect storage, poor handling, pets, children or failure to follow transport instructions.

Cakes should be transported flat, preferably in the boot or footwell of a clean, cool vehicle, and should not be placed on a seat or held on a lap.

Unless we specifically advise otherwise, cakes should be stored at room temperature in a cool, dry place after collection and should not be refrigerated.

18. Allergens and Cross-Contamination

Our kitchen handles and stores ingredients containing common allergens, including but not limited to:

• cereals containing gluten;
• milk and dairy products;
• eggs;
• nuts;
• peanuts;
• soya;
• sulphites;
• and other allergens that may be present in ingredients supplied to us.

Although we take reasonable care with cleaning, storage, preparation and ingredient handling, we do not operate an allergen-free kitchen.

Cross-contamination may occur.

Unless a product is expressly confirmed by us in writing as suitable for a particular allergy or dietary requirement, our products should not be considered suitable for customers with severe allergies.

Customers with allergies, intolerances, coeliac disease or severe dietary restrictions must contact us before placing an order.

It is the customer’s responsibility to check suitability before purchase and before consumption.

We cannot accept liability for allergic reactions where:

• the customer has not checked allergen suitability with us before ordering;
• the risk of cross-contamination has been disclosed;
• the product has been consumed despite allergen warnings;
• the allergy or dietary requirement was not communicated clearly before the order was accepted.

Nothing in this clause excludes or limits liability where it would be unlawful to do so.

19. Vegan, Gluten-Free and Other Dietary Products

Where we offer vegan, gluten-free, dairy-free or other dietary options, this refers to the recipe or ingredients used for that product.

It does not mean the product has been prepared in a fully allergen-free kitchen.

Our vegan, gluten-free, dairy-free or other dietary products may still be prepared in an environment where gluten, milk, eggs, nuts, peanuts, soya and other allergens are present.

Customers with severe allergies should not rely on dietary wording alone and must contact us before ordering.

20. Non-Returnable Food Items

For hygiene and food safety reasons, edible and perishable items cannot usually be returned.

This includes cakes, cupcakes, baked goods, personalised edible items and other food products.

This does not affect your statutory rights if the product is faulty, not as described or otherwise does not meet the standards required by law.

21. Shortages, Missing Items or Order Errors

Any shortages, missing items or order errors must be reported within 12 hours of delivery or collection.

You must provide your order number, a description of the issue and photographs of the items received, including the packaging.

Where we accept that an item is missing or incorrect, we may offer a replacement, refund, partial refund, store credit or another suitable remedy depending on the circumstances.

22. Customer Responsibility After Delivery

Once the cake has been delivered, you are responsible for:

• bringing the cake indoors immediately;
• checking the condition of the cake;
• storing the cake correctly at room temperature unless instructed otherwise;
• avoiding refrigeration unless specifically advised by us;
• following any storage or serving instructions;
• keeping the cake away from heat, sunlight, moisture, pets and children;
• monitoring courier tracking and delivery windows;
• contacting us within 12 hours if there is a delivery or condition issue.

We are not responsible for damage, deterioration, melting, condensation, colour bleeding, collapse or loss caused after delivery by incorrect storage, movement, handling, transport, refrigeration or failure to follow instructions.

23. Refunds, Replacements and Store Credit

Where a valid claim is accepted, New Cakes may offer one or more of the following remedies:

• repair or presentation advice;
• replacement, where reasonably possible;
• partial refund;
• full refund, where legally required;
• store credit;
• refund of delivery charge, where appropriate;
• another remedy we consider fair and proportionate.

Due to the handmade and perishable nature of cakes, full refunds will not usually be offered for minor cosmetic damage, delayed opening, failed delivery attempts, incorrect addresses, post-delivery mishandling, incorrect storage, refrigeration, change of mind or issues reported outside the claims window.

Nothing in these Terms & Conditions affects your statutory rights.

24. Events Outside Our Control

We are not responsible for failure or delay caused by events outside our reasonable control.

This may include, but is not limited to:

• courier disruption;
• severe weather;
• traffic disruption;
• strikes;
• illness;
• fire;
• flood;
• power cuts;
• supplier shortages;
• ingredient shortages;
• packaging shortages;
• road closures;
• public emergencies;
• technical failures;
• acts or omissions of third-party delivery providers.

Where such an event affects your order, we will contact you as soon as reasonably possible and take reasonable steps to reduce the impact.

25. Consequential Loss

New Cakes is not responsible for indirect or consequential losses.

This includes, but is not limited to:

• loss of enjoyment;
• loss of event;
• loss of business;
• loss of profit;
• loss of opportunity;
• venue costs;
• photographer costs;
• party costs;
• catering costs;
• emotional distress;
• reputational loss;
• additional replacement cake costs from another supplier.

Our total liability for any claim will not exceed the price paid for the goods supplied, except where it would be unlawful for us to limit liability.

Nothing in these Terms & Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

26. Website Accuracy

We take reasonable care to ensure that product descriptions, prices, availability, images and information on this website are accurate.

However, errors may occasionally occur.

We reserve the right to correct errors, update information, change product details or cancel orders affected by obvious mistakes.

If a product is mistakenly listed at an incorrect price, we reserve the right to refuse or cancel the order. If payment has already been taken, we will issue a refund for the amount paid.

27. Website Use

You must not misuse this website.

You must not:

• use the website for unlawful purposes;
• attempt to gain unauthorised access to the website or server;
• upload malicious code;
• interfere with website operation;
• copy website content without permission;
• submit abusive, threatening, obscene, defamatory or unlawful content;
• impersonate another person or business;
• use the website to harass staff or other customers.

We reserve the right to block access, cancel orders or refuse service where website misuse, abusive behaviour, fraud or unlawful activity is suspected.

28. Customer Conduct

We aim to deal with all customers fairly and professionally.

We will not tolerate abusive, threatening, discriminatory, aggressive or harassing behaviour towards our staff, contractors or delivery partners.

Where a customer behaves abusively or unreasonably, we reserve the right to refuse service, cancel future orders, limit communication to email only, or take any other appropriate action.

29. Intellectual Property

All content on this website, including text, product names, product descriptions, images, graphics, logos, design, layout, photographs, illustrations and code, belongs to New Cakes or is licensed to us.

You may not copy, reproduce, distribute, display, modify, publish, upload, transmit, sell or use any website content for commercial purposes without our written permission.

You may download or print order confirmations or website information for personal use only.

30. Trademarks and Licensed Themes

Some cakes may be inspired by popular themes, characters, games, films, television shows, sports, hobbies or brands.

Unless expressly stated, New Cakes is not affiliated with, endorsed by or officially licensed by any third-party brand, character owner, trademark owner, film studio, broadcaster, sports club or entertainment company.

Any third-party names, themes or references are used descriptively to help customers identify the style or inspiration of a cake.

31. Reviews, Photos and Customer Content

If you send us photos, reviews, feedback or images of our cakes, you grant us permission to use them for marketing purposes, including on our website, social media, email marketing and advertising, unless you tell us otherwise in writing.

We will not knowingly publish personal details such as addresses, phone numbers or private order information.

If an image includes a child or identifiable person, you should only send it to us if you have permission for us to use it.

32. Privacy

We process personal information in accordance with our Privacy Policy.

You are responsible for ensuring that any personal information you provide to us is accurate and that you have permission to provide any recipient details used for delivery.

33. Notices

We may contact you by email, telephone, SMS, post or any other contact method you have provided to us.

You are responsible for ensuring your contact details are correct and that you check for order updates, delivery notifications and courier tracking information.

34. Changes to These Terms

We may update these Terms & Conditions from time to time.

The version that applies to your order will be the version published on our website at the time your order is placed.

35. No Waiver

No employee, contractor, courier, representative or agent of New Cakes is authorised to waive or vary these Terms & Conditions unless confirmed in writing by a director or authorised manager of the company.

If we choose not to enforce a right under these Terms & Conditions, this does not mean we waive that right in the future.

36. Severability

If any part of these Terms & Conditions is found to be invalid, unlawful or unenforceable, the remaining parts will continue to apply.

37. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any dispute will be subject to the courts of England and Wales, unless consumer law gives you the right to bring proceedings elsewhere in the United Kingdom.

38. Statutory Rights

Nothing in these Terms & Conditions affects your statutory rights.