Terms & Conditions
Communication/Enquiry Hours
Communication/Enquiry Hours:
Monday CLOSED
Wednesday 9am-5pm*
Thursday 9am-7pm*
Friday 9am-5pm*
Saturday 9am-5pm*
Sunday CLOSED
We will always do our best to get back to you as quick as possible!
Please bear in mind that we are a two person team and are also running our shop "Abda' at the same time. Due to most of our orders being bespoke, we cannot rely on an automated ordering and invoicing service*.
If you have contacted us outside of these hours, please understand that Saturdays are super busy days for us and we may be unable to respond on our days off (Sundays and Mondays) /until back at work!
Allergens/Dietary Requirements
We must inform all customers that all of our goods are produced in a kitchen which handles allergens including (but not limited to) gluten, dairy, eggs, soya, nuts, sesame and sulphites.
Please understand that we cannot 100% guarantee there is no risk of cross contamination, but we assure you that we try our very best to reduce this risk and keep all allergen-friendly baking separate to baking which does contain allergens.
Our staff have allergen training and family members with allergies - we understand the importance of catering for you safely and do our upmost to produce safe, allergen-friendly goods.
Shelf Life/Storage
We recommend storing our cakes in a fridge and only removing them just before they are to be enjoyed.
Due to the use of buttercream and fresh produce, cakes left unrefrigerated will melt and slide.
Cakes are best served within 24 hours of collection but can be enjoyed for up to 4 days.
We do our upmost to stabilise our cakes as much as we can, once the cake has left our premises, we are no longer liable for the condition of the cake through transport and storage.
We would advise against travelling long distances with cakes.
For weddings, we only travel maximum 1 hour with a cake and continue decoration at the venue upon arrival.
Catering will be provided with both allergen information and how best to store/enjoy.
Cake Collection
All cakes are presented to customers on collection, once the cake has left our premises it is now the responsibility of the customer to store the cake accordingly and we are no longer responsible for the condition of the cake provided you were happy with your cake when leaving the shop.
If you fail to collect your cake, you are not eligible for a refund.
Available Collection Hours*:
Monday CLOSED
Wednesday 10am-4pm
Thursday 10am-7pm
Friday 10am-4pm
Saturday 10am-4pm (please try to avoid lunchtime as this is often our busiest time in the shop!)
Sunday CLOSED
*some orders can be fulfilled outside of these hours, such as large orders and wedding cakes
- please enquire if your date is a Sunday/Monday and we can let you know what is possible!
We will aim to send your invoice within 72hours of finalising your order.
Payment must be received by the date stated on the invoice to confirm your order for collection.
Payments/Invoicing
As all of our cakes are handmade and hand decorated from scratch to order, we ask that full payment is received a minimum of 72hrs before the date of your collection, unless otherwise specified - this will be detailed and a date will be given on your invoice. If payment is not received by this date, we will unfortunately be unable to fulfil your order.
Refunds/Cancellations
If you are unsatisfied with your cake or catering, please do not hesitate to get in touch. We will always do our best to ensure your satisfaction and rectify the issue if possible. Once food has been consumed, we are unable to issue a full refund or remake your product.
If you need to cancel your order, this is not a problem, but please try to give us as much notice as you possibly can. As everything we do is baked/made to order, ingredients are often purchased in advance and our products can take a couple of days to make.
Our cancellation/refund policy is as follows:
If you cancel your order within:
- 5 days = eligible for 75% refund.
- 72hrs = eligible for 50% refund.
- 48hrs = eligible for 25% refund.
- 24hrs = not eligible for a refund, full payment is required.
Bespoke Toppers/Cake Decorations:
If you have ordered/purchased any custom cake toppers or decorations from us, we require a full payment for these items, regardless of cancellation or late delivery. These items cannot be returned and are unlikely to be useable for another customer in the future. We are happy to pass them onto you regardless.
If ordering bespoke toppers through us, we require 14 days notice to guarantee delivery.
We cannot guarantee delivery if ordered as little as 7 days before collection.
You are welcome to source your own toppers for us to place.
Wedding Cake Terms & Conditions
Communication/Enquiry Hours
Please bear in mind that wedding cakes take longer to quote and so it may be a couple days until we get back to you. Don't worry if you don't know exactly what you would like, we are on hand with plenty of ideas and inspiration to help! Our usual communication hours are applicable (please see top of page).
We will always do our best to get back to you as quick as possible!
Please bear in mind that we are a two person team and are also running our shop "Abda' at the same time.
If you have contacted us outside of our communication hours, please understand that Saturdays are super busy days for us and we may be unable to respond on our days off (Sundays and Mondays) /until back at work!
Shelf Life/Storage
Wedding cakes must be stored in a fridge and only be displayed just before they are to be served.
Due to the use of buttercream and fresh produce, cakes left unrefrigerated will melt and slide.
We do our upmost to stabilise our cakes as much as we can, once the cake has left our premises, we are no longer liable for the condition of the cake through transport and storage.
Your venue must have a suitable fridge for your cake to be stored in, staff at the venue will need to carry this out to where it will be displayed.
We would advise against travelling long distances with cakes.
For weddings, we only travel maximum 1 hour with a cake and continue decoration at the venue upon arrival.
Payments/Deposits
Deposit = 50% of full balance due.
Please note: deposits are non-refundable.
Deposits are required 4 weeks after confirming your order/quote and receiving an invoice (this is dependent on the notice we are given before your wedding, we are able to adapt these dates accordingly at our discretion).
Full payment is due 4 weeks before the date of your wedding.
Delivery
We are able to offer delivery within an hour radius of our shop (CW9 5AX). As we use buttercream and fresh produce, our cakes cannot travel further than this.
Pricing is dependent on current fuel costs, location, type of cake and work required at the venue.
Refunds/Cancellations
If you are unsatisfied with your cake or catering, please do not hesitate to get in touch. We will always do our best to ensure your satisfaction and rectify the issue if possible. Once food has been consumed, we are unable to issue a full refund or remake your product.
If you need to cancel your order, this is not a problem, but please try to give us as much notice as you possibly can. As everything we do is baked/made to order, ingredients are often purchased in advance and our products can take a couple of days to make.
Our cancellation/refund policy is as follows:
- Cancellation 4 weeks before date = 50% full balance refunded.
- Cancellation 2 weeks before date = 25% full balance refunded.
Bespoke Toppers/Cake Decorations:
If you have ordered/purchased any custom cake toppers or decorations from us, we require a full payment for these items, regardless of cancellation or late delivery. These items cannot be returned and are unlikely to be useable for another customer in the future. We are happy to pass them onto you regardless.
If ordering bespoke toppers through us, we require 14 days notice to guarantee delivery.
We cannot guarantee delivery if ordered as little as 7 days before collection.
You are welcome to source your own toppers for us to place.
On the Day - Venue Information
- Due to the use of buttercream and fresh produce, our cakes MUST be stored in a suitable fridge and only displayed as close to the time of cutting as possible.
- Please ensure that your venue has appropriate refrigeration and preparation facilities to store your cake until it is needed to be displayed/cut.
- We will need to assemble your tiered cake at the venue to ensure it arrives as perfect as possible, please ensure there are facilities available for us to do this.
- Once our bakers have left your premises, it is now the responsibility of the customer/venue to store the cake accordingly and we are no longer responsible for the condition of the cake provided you were happy with your cake at our point of departure.
HALA at Home
Fancy a special meal at home without all the fuss? Let us do the work for you! Check out our selection of prepared meals for you to cook and enjoy at home...