1.1 Customers are referred to as “you” or “your”. Peggy Porschen Cakes Ltd is referred to as “we”, “us”, “our”
2. Contact & Company Details
Peggy Porschen Cakes Ltd
219 Kings Road
London SW3 5EJ
Phone: +44 (0)20 7730 1316
Registered in England and Wales under company number: 09123435 having our registered office at 32 Madison Studios, 101 Amies Street, London SW11 2JW. Our VAT Number is: GB 840 1501 75.
3.1 We reserve the right to change these Terms and Conditions at any time. Any such changes will take effect from when they are posted on the website (see date at the top) and it is your responsibility to read the Terms and Conditions on each occasion that you use this website. Your continued use of the website shall signify your acceptance to be bound by the latest Terms and Conditions.
3.2 We only sell to those over 18. If you are under the age of 18, we may not accept your order and you must discontinue the order process now. By placing an order with us you confirm that you are at least 18 years old, or in the case of the product containing alcohol being a gift you also confirm that the recipient is 18 or over. You also confirm that the information that you give is correct and truthful.
3.3 The contract between us shall be governed by the Laws of the United Kingdom and any dispute between us will be resolved exclusively in the courts of the United Kingdom. English is the only language offered for the conclusion of the contract.
4.1 All orders must be made online on this website and are subject to these Terms and Conditions.
4.2 Acceptance of order and completion of the contract is made once the order is confirmed by us in writing (by email) and payment has been made in full. English is the only language offered for the conclusion of the contract.
4.3 We reserve the right not to accept any order due to one or more of the following:
4.3.1 The product is out of stock.
4.3.2 Payment has not been authorised.
4.3.3 Error in pricing or product description.
4.3.4 Unexpected limits on our resources which we could not reasonably plan for.
4.3.5 We cannot meet a deadline you have specified.
4.3.6 The criteria in clause 3.2 in these Terms and Conditions are not being met.
4.3.7 Technical failure of the website.
4.4 All products are subject to availability. In the unlikely event that we are unable to supply you with your request, we will notify you as soon as possible.
4.5 We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
4.6 On occasion the product specification may change. If this does happen, we will do our best to contact you to offer a substitute item of the same or better quality, at the same price. If you are not happy with the replacement item offered to you, we will refund you for the original unavailable item.
4.7 Please make sure to thoroughly read our Dietary & Allergen Guide and product information for any dietary or allergy concerns before ordering.
4.8 All sizes and measurements are approximate but we do try to make sure that they are as accurate as possible.
4.9 Products may vary slightly from their pictures: All our cakes, cupcakes and confectionery products are freshly baked and crafted by hand, each day. As each and every item is as individual as the person who made it, slight variations from the original website image may occur. The images of all products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
4.10 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
4.11 Making changes to your product (made-to-order cakes). If you wish to make a change to the product you have ordered please contact us as soon as you can and we will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm in writing whether you wish to go ahead with the change.
4.12 We reserve the right to make minor changes to the product:
(a) to reflect changes in relevant laws and regulatory requirements; and
(b) to implement minor technical adjustments and improvements. These changes will not affect your use of the product.
5.1 Risk of damage or loss to the goods supplied passes to you from the time we deliver the product to the address you gave us or you or a carrier organised by you collected it from a Peggy Porschen Parlour location. We cannot accept any claim for damage, loss or deterioration after the delivery or collection has been made. Please read the storage and handling instructions carefully upon receipt of your order. This does not affect your statutory rights.
6. Delivery & Collection
Cakes, Cupcakes and Confectionery
6.1 Freshly baked, made-to-order cakes, cupcakes and confectionery are available for delivery to the following London postcodes:
Central London: WC2R, WC2N
West London: W1, W8, W11
South West London: SW1, SW3, SW6, SW5, SW7, SW8 (Battersea Power Station, Nine Elms, Embassy Gardens) SW10, SW11 (Battersea Park)
North West London: NW1, NW3.
Delivery rates are calculated by our courier company during the order process. Charges are based on road distance (using Google maps) from our Chelsea Parlour. Our standard cake delivery charges vary from £15 to £25.
6.2 For larger orders that exceed our regular courier capacity we reserve the right to charge extra. We will contact you with a quotation for your approval should this be the case.
6.3 Delivery dates and time slots are limited and can be selected when checking out in the online shop. Customers are required to provide clear delivery instructions, a contact name and telephone number for our delivery driver. If for any reason, the delivery cannot be accepted during the agreed time slot and location, we will take your order back and retain it for the next 24 hours during which time you can call us on 020 7730 1316 to request redelivery at an additional charge or to arrange personal collection from our Chelsea or Belgravia Parlour (hyperlink to locations).
6.4 If, despite our reasonable efforts, we are unable to contact you to re-arrange delivery or collection we may end the contract and will not accept any claim for a refund or replacement.
6.5 Collections can be made from the Peggy Porschen Parlours in Chelsea or Belgravia, London. Simply select a Parlour location, date and time for collection when checking-out in the online shop. If, for any reason you are running late or are not able to collect as planned, please call us on 020 7730 1316 to let us know.
6.6 Customers, or their dedicated carrier, are required to provide a valid order confirmation number and sign a disclaimer upon collection to confirm that the order has been received in good condition. When placing the order, customer will receive a confirmation via email with a link to our 'Cake Care & Handling Instructions' . Please ensure that you read these before collecting your order as we will not be liable for any damages to the cake once it has left our premises.Due to the fresh and fragile nature of our cakes, we strongly advise against collections by bike and recommend that journeys should take no longer than 30 minutes, especially during warm weather. For more details and advice on how to handle fresh, delicate and perishable products, such as our cakes and cupcakes, please see our Product Information.
Retail Items including Gifting Ranges & Merchandise
6.8 We offer shipping to the UK and Europe for certain items in our online shop, such as gift ranges and merchandise. We use Evri and UPS for shipping to the UK and UPS for shipping to EU destinations, and customers can select their preferred courier at checkout. If your item is in stock and the order is placed before noon, we aim to ship it out the next 48 hours and you should receive your delivery within 3 to 5 business days from dispatch within the UK or 5 to 8 business days for locations based in the EU (please note that delays may occur during busy times such as Christmas or during unforeseen global events or crisis situations ). During checkout, simply select your preferred courier and you will be sent a tracking number once the order has been shipped. Delivery charges are specified once you have entered the delivery details and are based on the country the goods are being shipped to. International charges vary depending on weight and destination and are calculated during check out.
6.9 Delivery charges are specified once you have entered the delivery details and are based on the country the goods are being shipped to. International charges vary depending on weight and destination.
6.10 If the incorrect shipping country is entered, we reserve the right to ask for additional payment to cover the cost of shipping. Failure to do so will result in the order being cancelled.
6.11 Please make sure the delivery address and postcode are correct as we take no liability for goods being undelivered due to incorrect/inaccurate address details.
6.12 All delivery times are estimates only. We cannot guarantee any delivery at any specific date or time.
6.13 It is your responsibility that someone will be at the address to accept the delivery when being made.
7. Payment & Prices
7.1 All prices are quoted in GBP and are inclusive of VAT (where applicable) but exclude delivery costs unless otherwise stated.
7.2 Payment must be made when placing the order. This also applies to any pre-ordered items.
7.3 We accept payment by Visa, Visa Electron, MasterCard, Maestro and American Express.
7.4 When using the card you confirm that you are the cardholder or have permission to make payment with the card by the cardholder. In the event that our system flags an issue with the provided card, we will refund the order and contact you to take payment with an alternative card. Should this not be possible we will not accept the order.
7.5.The price you will be charged is the price stated on the website at the time we receive your order. In the unlikely event that an incorrect price has been given, we will contact you as soon as possible to see if you would like to go ahead with your order at the correct price or cancel the order. If we fail to get in contact with you we will cancel the order in respect of the incorrect priced product.
7.6 Please make sure you receive a receipt of payment via email as well as a confirmation of your order. Failure of either to arrive might indicate that the order has not gone through successfully.
7.7 We reserve the right to change prices at any time. We reserve the right to amend prices at any time at our discretion before, but not after, we accept orders.
7.8 We cannot be held responsible for any charges local Customs wish to apply to your order. We recommend that you check with your local customs authorities before placing an order with us.
8.1 You can always cancel your order with us. Your rights when you cancel your order will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to cancel your order:
(a) If the product you have bought is faulty or misdescribed you may have a legal right to cancel the order (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back)
8.2 You may cancel your order because of something we have done or are going to do for a reason set out at (a) to (d) below and we will refund you in full for any products which have not been provided with. The reasons are:
(a) we have told you about an upcoming change to the product or these terms which you do not agree to (except, see clauses 4.13 and 8.9)
(b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed
(c) there is a risk that supply of the products may be significantly delayed because of events outside our control
(d) you have a legal right to cancel the order because of something we have done wrong
8.3 Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013). If you are a consumer then for most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
8.4 When consumers do not have a right to change their minds. Your right as a consumer to change your mind does not apply in respect of:
(a) perishable items or items that reduce in value once handled. This includes any food products, including cakes and cupcakes.
HOWEVER, we do offer a goodwill cancellation basis for these products where certain requirements are met (see clause 8.5)
(b) made-to-order or customised products which may include special editions or signed books (see clause 8.6)
(c) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them
Freshly made-to-order cakes, cupcakes & confectionery
8.5 If you wish to cancel your cake order you must give us the following minimum notice to qualify for a credit or refund:
(a) Cupcakes: 24 hours before delivery or collection
(b) 6-inch layer cakes: 48 hours before delivery or collection
(c) All personalised cakes and cakes larger than 6-inches: 72 hours before delivery or collection.
Retail Items including Gifting Ranges & Merchandise
8.6 As confectionery items are made on-demand and are perishable goods, we are unable to offer any refunds or exchanges if you change your mind, once the order has been confirmed through payment and the production process has begun.
Order cancellations for non-perishable items are only accepted on a discretionary basis if made by email up until 9am on the next business day after ordering and before the shipment is processed for collection by the Courier company.
How to cancel your order:
8.10 To cancel your order, please email us at email@example.com. Please provide your name, home address, details of the order, order number and, where available, your phone number and email address. For the avoidance of doubt, any order cancellations must be made in written form.
9. Refunds & Returns
Cakes, Cupcakes & Confectionery
9.1 If for any reason you are not happy with your cake order, please contact us immediately by email to firstname.lastname@example.org.
In order to qualify for redemption and for us to investigate the reason for the fault, we will ask that you return the product to us for quality inspection or provide photographic evidence within 24 hours from receipt of the order. Please note that we are not able to offer any refunds without proof of evidence.
If the product is faulty or misdescribed we will either correct the mistake or provide a replacement prior to your event. If this is not possible we will offer some or all of your money back subject to our investigation from the proof of evidence. Please state your order number in all correspondence.
Upon cake collection or delivery, customers will be asked to inspect their product and must sign to confirm they are happy with their order e.g. size, design, wording, condition and quality. Any issues must be communicated, as above, within 24 hours from receipt with images as supporting evidence.
By agreeing to our Terms & Conditions, you will take all appropriate action to follow our cake handling, storage and serving guidelines. Peggy Porschen will not be held responsible for issues arising from the guidelines not being correctly followed e.g. exposure to warm temperatures due to the cake being unrefrigerated for too long (buttercream or icing may melt) or being consumed too cold (cake may appear dry).
In the event of an issue arising at the time of the cake being served, all details must be emailed to email@example.com within 48-hours of receipt. In order for an investigation to be opened a full written account along with photographs must be provided. Upon conclusion of an internal investigation you will be updated on our findings. A refund or compensation will only be granted in instances where the issue falls outside of what is stated in our Terms of Service. E.g. refunds or compensation will not be granted on account of personal taste, as this is a subjective matter. Nor will refunds be issued where evidence is clear of incorrect handling, storage or serving.
Equally, any issues raised after the 48 hr grace period may not be eligible for a refund or compensation.
Refunds will only be issued to the original credit or debit card account used by you to make the online purchase. For any such refund, legal ownership of the goods will immediately revert to us.
Please note sections 4.6 and 4.9 above regarding the potential for slight colour variations in our handmade items. Due to the nature of our handmade offering, refunds will not be permitted on account of a reasonable variation in colouring between what has been viewed online and what has been received by the customer.
Retail items including Gifting Ranges & Merchandise
9.2 Returns of shippable products are only accepted for items that arrived damaged or in error. Should you receive a damaged or wrong item, please notify us within 24 hours and send us a photo of the damaged/wrong item by email to firstname.lastname@example.org . We may ask you to return the item(s) to us and replace or exchange them depending on the condition. We do not offer refunds for any other reason on perishable items, so please read the product description and shelf life information carefully before placing your order.
9. Parlour Gift Card Terms & Conditions
- Parlour Gift Cards can be redeemed at Peggy Porschen Chelsea or Belgravia. Simply present the physical or digital card (on your smartphone, email or apple wallet) at the till.
- Parlour Gift Card holders can also use the ‘Shop Online’ function on the Gift Card to order cakes, cupcakes and layer cakes for same-day collection from Peggy Porschen Belgravia. Simply enter your contact details and gift card code at checkout.
- Parlour gift cards are NOT redeemable at our online shop at www.peggyporschen.com. They can be used exclusively for any purchases directly from the Peggy Porschen Parlour.
- Parlour gift cards may be used to purchase goods of a higher price than the amount on the card, on payment of the difference.
- Parlour gift cards are non-refundable, non-redeemable for cash and cannot be exchanged.
- Only one Parlour gift card can be reParlour Gift Cards can be purchased at the Parlour locations (physical gift card, made from eco-friendly, degradable PVC) or via our website (digital E-Gift Voucher).
- deemed in any one transaction.
- If any item purchased with a Parlour gift card is subsequently exchanged for an item of a lower price or refunded, any money owing will be added to the remaining balance on the card.
- If you do not spend the entire balance on the Parlour gift card, the remaining balance will be updated after each transaction.
2. Period of Validity
- Parlour Gift Cards are valid for 12 months from the date of issue or the date when it was topped up. Any remaining balance will be cancelled on expiry of the validity period.
- Balance enquiries and top ups can be made via your email link, or your Apple wallet or similar.
- Parlour Gift Cards should be treated as cash; they are not cheque guarantee, credit or charge cards. Peggy Porschen will not accept liability for lost, stolen or damaged E-Gift Cards.
Parlour Gift Cards cannot be returned or refunded, except in accordance with your statutory rights, for example in the event they are not of satisfactory quality.
4. Changes to the Gift Card Terms & Conditions
Peggy Porschen reserves the right to amend the terms and conditions of Parlour Gift Cards at any time and to take appropriate action, including the cancellation of the card, if, in its discretion, it deems such action necessary. This does not affect your statutory rights.