Standard Orders

All orders must be arranged in advance and confirmed by Anita’s Cake House. We recommend placing your order a few days in advance.

Orders for the following day may be possible in certain circumstances, but only following prior discussion and approval.

Cancellation may be possible depending on the type of product, the agreed order date and whether preparation has already started.

Some products may be exempt from cancellation rights because they are perishable, made to the customer's specifications or prepared for a specific date, where permitted by law.

If you wish to cancel an order, please contact us as soon as possible. We will let you know whether cancellation or a refund is possible based on the circumstances and applicable consumer law.

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Same-Day Orders

We do not offer guaranteed same-day ordering.

If you require an order for the same day or the following day, please contact us first. Such requests may be considered depending on availability and must be agreed with us in advance.

If an urgent order has been accepted and you need to cancel it, please contact us as soon as possible.

Cancellation may not be possible once preparation has started, depending on the product and circumstances. We will consider each request individually and in accordance with applicable consumer law.

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Cakes and Fresh Products

Our cakes, desserts and other fresh products are prepared for consumption and may have a limited shelf life.

Depending on the nature of the product and when it was prepared, you may not have a right to cancel simply because you have changed your mind.

This does not affect your statutory rights if a product is faulty, damaged, incorrect or not as described.

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Custom Cakes

Custom cakes are made according to the customer's requirements, including details such as size, flavour, filling, design, colours, wording and other personalisation.

Once a custom cake has been confirmed and preparation or production has started, changes or cancellation may not be possible.

If you need to change or cancel a custom cake, please contact us as soon as possible. We will consider your request based on the stage of preparation and the circumstances of the order.

Where a custom cake has been made specifically for you, change-of-mind cancellation rights may not apply where permitted by law.

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Changes to an Order

If you need to change your order, including the date, flavour, size, design, wording, delivery details or collection arrangements, please contact us as soon as possible.

We will do our best to accommodate reasonable changes, but changes may not be possible once preparation or production has started.

Any additional costs resulting from an agreed change will be discussed with you before the change is confirmed.

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How to Request a Cancellation

To request a cancellation, please contact Anita’s Cake House as soon as possible and provide:

• Your name

• Order number, if available

• Order date

• Agreed delivery or collection date

• Details of the products ordered

• Reason for cancellation, if relevant

We will review your request and confirm whether cancellation is possible.

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Refunds

Where a refund is due, it will normally be made using the original payment method.

The timing of a refund may depend on the payment provider and the circumstances of the cancellation.

Where only part of an order is eligible for a refund, we will explain the amount and reason before processing the refund.

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Faulty, Incorrect or Damaged Orders

We take care to prepare and package orders correctly. If your order arrives damaged, is incorrect, or does not meet the agreed requirements, please contact us as soon as possible.

Where appropriate, we may ask you to provide photographs or other information so that we can understand the issue.

Depending on the circumstances, we may offer an appropriate remedy in accordance with your statutory rights.

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Delivery Problems

Local delivery is available within our selected delivery areas and must be agreed with us in advance.

Please make sure that the delivery address and contact details provided with your enquiry are correct.

Someone should be available to receive the order at the agreed delivery date and time.

If delivery cannot be completed because the information provided is incorrect, nobody is available to receive the order, or access to the delivery location is not possible, please contact us as soon as possible.

A further delivery attempt or alternative arrangement may be subject to an additional charge where agreed and legally permitted.

This does not affect your statutory rights.

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Collection Orders

Collection is available by prior arrangement only. The collection date and time must be agreed and confirmed with us in advance.

If you are unable to collect your order at the agreed time, please contact us as soon as possible.

Because many of our products are fresh and perishable, we cannot guarantee that an order can be held indefinitely or that a refund will be available where an order is not collected.

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Deposits and Payments for Custom Orders

For certain custom cake orders, a deposit or full payment may be requested before production begins.

The treatment of any deposit or payment following a cancellation will depend on the circumstances, the stage of preparation and applicable consumer law.

We will explain any agreed payment and cancellation arrangements when confirming a custom order.

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Statutory Rights

Nothing in this policy is intended to exclude or restrict any rights you have under applicable UK consumer law.

If a product is faulty, not as described, or otherwise fails to meet applicable legal requirements, you may have rights to a repair, replacement, price reduction or refund depending on the circumstances.

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Contact Us

If you have a question about cancelling an order, changing an order or requesting a refund, please contact us as soon as possible.

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Anita’s Cake House
County Durham, UK

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Please use the contact details provided on our website to get in touch.

We will review each request fairly and in accordance with the circumstances of the order and applicable consumer law.