Terms and Conditions

Please read these terms and conditions

These terms and conditions do not affect your statutory rights as a consumer. The content on this website is for general information and is subject to change.

As we can accept your order and make a legally enforceable agreement, these are the terms and conditions on which we supply our goods and services to you. Please read these terms and conditions carefully to ensure that they do not contain anything you are not happy with. These terms outline our background, how the goods and services are provided, how contracts can be amended or cancelled and what to do in the event of any issues.

Information About Us and Contacting Us

Read about Anna

You can find all our contact details here

Should we need to contact you we will do so by telephone or in writing via email, with the details you provide to us.

Orders

Your order is deemed accepted by us once we email you to state that we have accepted it.

In the event that we cannot accept your order, you will be informed of this via email and you will not be charged. There may be a variety of reasons for this, including limited resources, serious food allergens that we cannot reasonably cater to, or inability to meet the delivery deadline required.

You will be provided with an order number when your order is accepted. Please use this order number as a reference when contacting us.

Our products are only for sale in the UK. We do not accept orders from or deliver to addresses outside of the UK. Delivery of cakes outside the South London area is at our discretion and will be determined by the demands of the business. This will be confirmed with you during the order enquiry process.

Products

The photographs of products on our website and social media are for illustrative purposes only. We endeavour to make each cake unique and therefore no two cake will look exactly alike. All bakery items may vary slightly from the images displayed on our website.

When designing and creating the product, minor changes may be made. This may be dependent on seasonal products such as fruit and flowers, as well as shades and tints of colours. A certain amount of creative freedom is exercised during the production process to ensure that the end result looks as aesthetically pleasing as possible.

Deposit, Price and Payment Policy

For all cakes (except wedding cakes), a minimum non-refundable deposit of 50% is required unless an alternative agreement has been made. The final payment will be due FIVE DAYS before the delivery date.

For all wedding cake orders, a £150 non-refundable deposit is required to secure the booking and the date of the wedding. The final payment is due 30 days before the wedding date. If the final payment is not received, one reminder e-mail will be sent. If the payment is not paid after the reminder is sent, the order will be cancelled and the deposit will not be returned.

For all other bakery items for events, including afternoon teas, a non-refundable deposit of £10 per person is required to secure the booking. The final payment is due SEVEN DAYS before the event.

Deposits and payments can be made online through the link provided on the e-mailed invoice. For accounting and traceability purposes, cash is not accepted.

Food Allergies

Slice of Hope Vegan Bakery is not allergy-free. Due to the nature of the factory environments of some ingredients used (albeit vegan), as well as the presence of vegan-friendly allergens, we cannot guarantee that our products are free from ingredients that contain food allergens. If you would like to enquire about placing an order, but are concerned about certain allergens, please contact us before placing an order. As we take food allergies very seriously, we reserve the right to refuse orders for customers/clients with serious food allergies. Slice of Hope Vegan Bakery will not be liable for any adverse reactions to our products.

The following known food allergens are used in our kitchen:

  • Ingredients that may contain traces of milk and other dairy products (this could be due to the manufacturing environment of the ingredients).
  • Ingredients that may contain traces of eggs (this could be due to the manufacturing environment of the ingredients).
  • Tree nuts – including almonds, hazelnuts, walnuts, brazil nuts, cashews, pecans, pistachios and macadamia nuts.
  • Peanuts
  • Ingredients containing gluten – including wheat, rye, barley and oats
  • Celery
  • Mustard
  • Sesame Seeds
  • Soybeans

If you have a serious allergy to any of these allergens, or one which could cause you to have a major allergic reaction, sadly the only way for you to be 100% safe is not to consume any of our products.

Please note that food colourings may, on occasion, be used. These may have an adverse behavioural effect in children.

Delivery Information

Delivery to the local area is free. Please note that ‘local area’ is defined as the London Borough of Sutton.

Delivery charges for all other areas will be agreed upon quotation of the order.

Due to the delicate nature of the cakes, wedding cakes and any tiered celebration cakes must be delivered by us.

If you must transport the cake to another location, it is recommended that the cakes are placed either in the boot or footwell of the vehicle. Slice of Hope Vegan Bakery cannot take responsibility for cakes damaged when transported by clients after we deliver.

Storage and Consumption

All products will come with storage and consumption information on a label on their box. This will ensure that fully accurate information for the particular product is provided. However, as a general guide, cakes should be consumed within 3 days of delivery.

Amendments to Orders

At Slice of Hope Vegan Bakery, we understand that sometimes things don’t go quite as planned. We aim to be as flexible as practicable and therefore can accept amendments on a case by case basis. If you would like to make an amendment, please contact us as soon as possible to request any changes.

A minimum of 7 days notice is required for amendments to celebration cakes and other baked goods for events (such as afternoon teas).

For all wedding cakes, a minimum of 4 weeks’ notice is required for amendments. Please note that these changes may be subject to changes in price and a reduction in costs is only allowable of up to 10%.

Inedible Items

Our cakes may contain inedible items and it is the responsibility of the customer/client to ensure that they are removed before consumption. These items may include but are not limited to: support dowels in cakes, ribbon, florist tape, and flower picks. You will be advised of any inedible items used.

Photography

At Slice of Hope Vegan Bakery, a lot of love and pride goes into handmaking each individual product. As such, we may photograph these products, which include cakes, and use them for marketing purposes. We reserve the right to use any photographs without attribution to you.

Cancellations

If you cancel your order, your deposit is non-refundable and non-transferable. Payment may also be incurred for any expenses already incurred for the production of the cake.

Cancellation of celebration cakes:

  • Within 1 month of the event: 50% of the full payment will be invoiced.
  • Within 7 days of the event: 100% of the full payment will be invoiced.

Cancellation of wedding cakes:

  • Within 6 months of the date: 50% of the full payment will be invoiced.
  • Within 3 months of the date: 70% of the full payment will be invoiced.
  • Within 1 month of the date: 100% of the full payment will be invoiced.

When a booking is made for wedding cakes, Slice of Hope Vegan Bakery blocks out dates to fulfil the clients’ order and therefore will turn away potential other clients and therefore these cancellation costs is to cover any losses incurred.

In the event that your wedding is postponed, please let us know as soon as possible. Your previous booking will be considered cancelled subject to the cancellation policy above and a new booking will need to be placed for the new date. If you wish to rebook for a new date this will be subject to a further non-refundable deposit to secure the new date. If you are postponing more than 3 months in advance then any monies paid over the non-refundable deposit will be carried over to your new date.​

Cancellation of other bakery items including afternoon teas:

  • Within 2 weeks of the event: 50% of the full payment will be invoiced.
  • Within 7 days of the event: 100% of the full payment will be invoiced.

Neither we, nor any courier or postal service that we use shall be liable for any failure to perform, where such failure or delay results from any circumstances outside our reasonable control including but not limited to any fire, flood, explosion, accident, adverse weather conditions, traffic congestion, mechanical breakdown, obstruction of any private or public highway, riot, government act, act of war, terrorism, act of God, or from any industrial dispute or strike whatsoever.

In the event of exceptional circumstances, such as serious illness, we will provide you with as much notice as possible. We will aim to find someone else who can produce your order and will refund you any monies already paid.

Complaints

We are not responsible for mistakes made by the client/customer such as incorrect/misspelled names or choice of cake.

​If you have any complaints about your product, please contact us immediately. Complaints may require further investigation and an immediate refund may not always be possible. To investigate complaints, we ask that you return cakes, or parts of the cakes are returned to us within 24 hours to ensure that we can assess them appropriately. In order to escalate a complaint, cakes must be stored at the right temperature and in the supplied box, away from damp or heat. If you are requesting a refund, at least 75% of the uneaten cake must be returned within 24 hours of delivery.

Refunds for change of mind or damaged cakes after delivery are not accepted.

For food hygiene and taste purposes, we recommend that the cake is consumed as soon as it is cut. Whilst we generally state that cakes must be consumed within 3 days, any complaints about the taste after the initial 24 hour period will not be escalated.

Your Personal Information

The personal information you provide us will be used to supply you with the products and to process the payment for the products you have ordered. More information can be found in our Privacy Policy.