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everything you need to know before ordering

Additional information: About Us

Dietary and Allergen Information

Whilst I do all I can to avoid cross-contamination of products, my cakes are made in a home kitchen; therefore, I cannot guarantee that they are free from traces of nuts or other allergens.

Dietary and allergen information for each product is available on the individual product pages. If any further information is required, please contact me by email before ordering. 

Please notify me of any allergens in the order notes during checkout. Please note that I may not be able to carry out your order if you have a severe allergy for health and safety reasons.

At this time I cannot offer gluten free or dairy free cakes.

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Collection & Delivery

Orders can be collected from Abbey Wood SE2 free of charge (full address will be provided once payment has been received). A collection time slot can be selected during the ordering process.

If you are running late or would like to collect your order earlier, please email me to let me know, but sadly I cannot guarantee collection outside of your allocated time slot.

Please note that cakes are fragile and must be handled with care so make sure that the cake cannot move around in your vehicle. I would advise putting it in the passenger footwell if you do not have someone in the car that can hold on to the cake during transit.

Unfortunately I am currently unable to make deliveries.

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As a company policy, Patisserie Gemma is not able to offer refunds or exchanges. If you are unsatisfied with your order, please contact me via email within 24 hours of your collection slot to explain why you are not satisfied.

Any refunds will be at the owner’s discretion and can only be offered as a percentage off your next order. 

Patisserie Gemma cannot be held liable for any damages once you have collected your order.

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Amendments and Cancellations

Where possible, any requests to amend your order will be accommodated however this may not always be possible. Any amendments or cancellations must be sent via email, at least 3 business days before the collection date. If you wish to cancel your order after this time, you will be charged 100% of your order value.

If you fail to collect your order in the agreed time slot, the cake will be kept for 24 hours in the fridge so that collection can be rearranged. After this time, the cake will be disposed of and you will still be charged 100% of your order value.

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Wedding Cakes

A non-refundable 25% deposit will be required to finalise your wedding cake order.

I understand that occasionally weddings need to be rescheduled, and in most cases this can be accommodated.

If you would like to cancel your wedding cake, the following applies:

  • More than eight weeks’ notice: the non-refundable deposit will be retained but the remaining balance of your order will not be charged

  • Six weeks’ notice: you will be charged 50% of the remaining balance

  • Less than six weeks’ notice: you will be liable for 100% of the remaining balance

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