Terms and conditions
Delivery
We are a small business proud to serve the Horsham community in West Sussex and within a 5-mile radius. We regret to inform you that we are unable to deliver outside of this area. We apologize for any inconvenience this may cause. Our delivery service is available from Monday to Saturday, with two time slots to choose from. You can opt for a morning delivery between 10am and 2pm, or an afternoon delivery scheduled from 4.30pm to 6pm.
Delivery service is presently unavailable on Sundays. Warnham, South Water, Broadbridge Heath, and Slinfold require a £3 delivery fee Rudgwick, Crawley, Faygate, Handcross, and Billinghurst have a £4 delivery fee. free delivery in Horsham main town (limited time only)
We always make sure to show you the finished cake before handing it over to ensure it meets your expectations and is in perfect condition. However, once the cake has been delivered, we kindly ask for your understanding that we cannot be held responsible for any damages that may occur afterward. If you're planning to surprise your special someone with a cake, please make sure someone will be there to receive it. In the event of a failed delivery, there will be a small fee (£2 in horsham and full delivery fee for other area within 5 mile from horsham) for a second attempt. Unfortunately, we are unable to issue a refund if the delivery fails due to no one being available to accept or collect the order. We appreciate your understanding." "👉 Don't miss out on our free delivery promotions! 😃 Be sure to follow our page for the latest updates and stay in the loop! 📣"
Collection
Closed for Business: Soli Cakes is closed on Sundays for regular operations.
No Deliveries: Deliveries are not available on Sundays under any circumstances.
Collection Window: Pre-ordered cakes may be collected strictly between 9:30 AM and 11:00 AM.
Punctuality Required: Collections outside this time frame cannot be accommodated. Please arrive on time.
Pre-Order Requirement: Only cakes with confirmed pre-orders are available for Sunday collection.
Collection by Appointment Only All collections must be arranged in advance by appointment.
Collection Hours Monday to Saturday: Morning: 9:30 AM – 2:00 PM Afternoon: 3:30 PM – 5:00 PM No collections will be available outside these hours.
Punctuality Please arrive on time for your appointment.If you are late, your collection may need to be rescheduled, as we operate on a strict timetable and may be out for deliveries.
Rescheduling Missed or delayed appointments will require a new booking at the next available slot.
Strict Timetable Our schedule is carefully planned to accommodate both collections and deliveries. We appreciate your cooperation in helping us keep everything running smoothly.
Ordering
To ensure a satisfying experience and allow our talented bakers enough time to prepare your hand-made cakes, we kindly request that you place your order in advance with at least 2 days' notice for placing order online on express rang and all bespoke required at least 10 days notice. You can conveniently place your order by phone, email, on our website, or via our social media page. To bring your idea to life in virtual form, it would be wonderful if you could share a picture of the cake design you have in mind. This way, we can better understand your vision and come up with some amazing ideas. Your creativity is much appreciated! 😊 ** we might need to reach out to you through WhatsApp or text to chat about your current order. Thanks for your understanding! 📱✨
Payment
To ensure a smooth process, we kindly request that the full payment is made prior to availing our services. Please keep in mind that once payment is made, we will promptly begin processing your order, which means cancellation is not possible. However, in certain exceptional circumstances, we may consider a partial refund. We accept various payment methods including cash, major credit cards, and debit cards. If you have any other preferred payment method, please let us know. For all bespoke or complex cake orders—such as fondant cakes or large-quantity orders—your order will be considered confirmed only after full payment has been received . Complex bespoke orders (e.g., fondant cakes, detailed designs, large numbers of cakes) → Full payment must be made at least 10 days before the delivery or collection date . This allows us enough time to prepare designs, order materials, and plan production. Simple bespoke designs → Full payment must be made at least 5 days before the delivery or collection date to ensure we can complete your order on time. If full payment is not received within the required timeframe, we reserve the right to cancel the order , as we may no longer have sufficient time to prepare it to our standards.
CANCELATION,RETURN & REFUND
Cancellations before 10 days of the collection/delivery date: for a bespoke service. You may cancel your order 10 days before your scheduled date for a full refund . Cancellations within 10 days of the collection/delivery date: Since preparation may have already begun, only a partial refund will be issued. The refund amount will depend on the stage of preparation and any materials already purchased. Non-refundable after full preparation: Once the cake has been fully prepared or decorated, no refund can be issued. Payment Confirmation: Full payment is required to confirm your order. Orders are not considered confirmed until payment has been received Please keep in mind that once payment is made, we will begin processing your order. This means cancellation may not be possible , as preparation, purchasing of ingredients, or design work may have already started. Short-Notice Orders For short-notice orders—such as online orders placed for next-day delivery or collection —cancellations are not allowed , as we begin preparing your order immediately. Standard Orders You may cancel at least 10 days before the delivery date and receive a full refund . Cancellations made within 10 days of the delivery date are not eligible for a refund , as preparations will already be in progress. O nly a partial refund will be issued. The refund amount will depend on the stage of preparation and any materials already purchased. Large or Bespoke Orders Large or highly bespoke orders must be cancelled at least 15 days before the delivery date to receive a full refund . If you cancel within 15 days , we may offer a partial refund , as we may have already purchased ingredients, materials, or begun preparation specific to your order. We aim to be fair and transparent, but please understand that bespoke cakes require advance planning, ingredients, and labour, which incur costs once we begin.
Ready-made designs or place express online order: please note that these are non-refundable and non returnable, as ther are processed and prpared immediately after confirmation
We regret to inform you that we do not accept returns. However, in certain situations, we may consider providing a partial refund. Our top priority is ensuring customer satisfaction with our products and services. If you are unhappy with your purchase, please do not hesitate to contact us. We will make every effort to correct the situation and ensure your satisfaction.
PRICE ADJUSTMENT
CHARITIES & NON PROFIT ORGANISATIONS
Your privacy is of utmost importance to us, and we are committed to protecting your personal information. This policy outlines how we collect, use, and share your data when you interact with our website and purchase our products online.Soli Cakes reserves the right to update or modify these terms and conditions at any time, without prior notice.
We kindly ask all customers to respect this policy to ensure smooth operations. Thank you for your understanding and cooperation.
Soli Cakes reserves the right to update or modify these terms and conditions at any time, without prior notice.
PRIVACY
1. Collecting Personal Information
When you visit our site or make a purchase, we may collect certain personal information to enhance your shopping experience and fulfill your orders. This information may include:
Personal Details: Name, address, email, phone number
Payment Information: Credit card details, billing information (securely processed by third-party payment providers)
Order Details: Items purchased, delivery instructions
Browsing Information: IP address, browser type, access times, and pages viewed
Marketing Preferences: Preferences regarding email promotions and other marketing communications
We collect this information to provide you with a seamless shopping experience and improve our offerings.
2. Sharing Personal Information
We respect your privacy and do not sell your information to third parties. However, we may share your data with trusted partners to help deliver our services effectively:
Service Providers: Delivery partners, payment processors, and IT support services who assist us in processing and fulfilling your orders.
Compliance and Legal Requirements: We may share your information to comply with legal obligations, respond to legal requests, or protect our rights, safety, and property.
All third parties with whom we share data are required to handle it in accordance with this policy and applicable data protection laws.
3. Using Personal Information
We use your personal information to:
Process Orders: Fulfill orders, arrange delivery, and provide customer support.
Enhance Experience: Personalize your shopping experience and understand your preferences to offer relevant products and promotions.
Marketing and Communication: Send updates on your orders, respond to inquiries, and provide marketing content only if you’ve opted in.
Analytics: Improve our website functionality and analyze how users interact with our site.
4. Customers’ Rights Regarding Personal Information
As a valued customer, you have the following rights regarding your data:
Access: Request details of the personal information we hold about you.
Correction: Update or correct your personal information if it is inaccurate or incomplete.
Deletion: Request deletion of your personal information, unless we are required to retain it by law.
Opt-out of Marketing: Unsubscribe from our marketing communications at any time through the link provided in our emails.
If you wish to exercise any of these rights, please contact us via the information provided below.
5. Use of Cookies
We use cookies and similar tracking technologies to improve our site and personalize your shopping experience. Cookies help us understand how our customers use our website and enhance features for a smoother experience.
Types of Cookies: We use essential, performance, and functional cookies. You may disable cookies through your browser settings, though this may affect your browsing experience.
Third-Party Cookies: Some cookies may be placed by third-party services, such as analytics providers, to help us better understand site usage.
6. Contact Information
If you have any questions or concerns about our privacy practices or wish to exercise any of your rights, please contact us at:
Email: info@solicakesandclasses.co.uk
Phone: 07772408776,
Mailing Address: 70 farhalls crescent, Horsham, West sussex, RH124BZ
We are dedicated to protecting your privacy and will respond to your inquiries promptly.
This policy may be updated periodically to reflect changes in our practices or regulatory requirements. Please review it regularly to stay informed about how we protect your data.
Thank you for trusting SOLI Online Cake Shop with your personal information.