Sales and Delivery Policy
Orders
We advise all our customers to give us 5-7 working days for customized cakes and at least 3 weeks for wedding cakes. Our skilled cake designers will do their best to produce your cake with as much attention and detail as you specify in wording, pictures and descriptions. Anything unspecified/unmentioned as a cake finishing will be left to the designer’s discretion and taste.
Cakes
Most 3D shaped cakes are constructed and decorated using some of the following items; cereals mixed with cream, Styrofoam decorated with sugar paste, toothpicks, metal wires, wooden/plastic rods & plastic plates inside the cake which are meant for support. These items are safe and meant to be used in food items, some are visible and obvious others are not (e.g. Wire connecting figurine head to its body), please ensure they are all removed during cake cutting to avoid any potential choking hazards.
Edible Images And Sugar Models
We can print any image or photograph on almost all cakes, please provide us with a high-resolution image keeping in mind that images deteriorate somewhat when printing and if not stored properly. Email your image to info@cakesocial.ae.
Payment, Refund And Cancellations
All payments can be made via payment link, bank transfer to RAK Bank (click to view bank details), ATM deposit, cash or card in our shop.
Customized orders such as cakes, cupcakes, cookies etc are to be paid in full 3 days prior to event date.
Wedding cakes are to be paid in full upon confirmation.
In case of cake/event cancellation please do let us know 72 hours in advance and a store credit will be issued to be used within 3 months. Changes made under 72 hours will not be accommodated.
Pickup & Delivery
We guarantee all cakes and bakes ordered through Cake Social will be delivered within the agreed time slot in good and perfect condition. Once the cake/bakes are inspected and accepted we are no longer are responsible for their conditions. In the very rare occasion where we might be delayed due to circumstances our of our control, our team will notify you in advance.
We prefer to deliver your cake on the day of your event directly to the venue, should you prefer delivery one day prior to your venue or a different location, we will not be responsible for the cake condition overnight or the following day. In case you require a replacement cake, depending on our availability, it will be fully charged.
We deliver everywhere within UAE. Dubai has a two hour time slot, all other emirates are delivered between 14:00 – 21:00 pm without guaranteed timing. Should you require a specific time frame please contact our team on WhatsApp for applicable charges, alternatively you can order your cake one day before and store it in a refrigerated dry place for your event next day.
Once we agree on a specific time slot, any delivery changes on the day of your event is subject to availability and maybe chargeable.
Once our delivery team has reached your event location within the agreed time slot and you are unavailable, we will try our best to accommodate your circumstances, however, please bear in mind that we have a planned schedule we need to adhere to. In the case where the driver has to leave, the operations team will be in touch with you to coordinate the possibility of a drop off/pick up and discuss any applicable charges.
All cakes ordered for pick up MUST be paid 72 hours in advance via bank transfer, online payment, ATM deposit, credit card or cash in our bakery. If the payment is not fulfilled in advance your order will not be confirmed. If you prefer to pick up your cake – please note that many of the cakes are difficult to be transported and may be damaged if not properly driven or carried, always check your cake during pick up to ensure you are receiving your cake in good condition. We are not responsible for damages caused by improper transportation, storage or handling after handover.
Cake pick up is available from our shop at Lakepoint Tower JLT Cluster N, Shop R3B. Please keep in mind that customized cakes can be heavy, delicate and require special care while driving. If not handled properly, can unfortunately get damaged. Once the cake leaves our premises under your care, we are no longer responsible for any damages during transport, storage or setup.
Cancellation
Our office hours are from 9.00 am to 7.00 pm 7 days a week, all cakes cancelled after 7.00 pm will only be considered the following day.
Any confirmed customized cakes cancelled less than 72hrs remain fully charged.
Complaints & Solutions
In most cases we are able to rectify and make minor corrections/repairs to cakes, including inscription mistakes before your event. Please let us know of any problems within 30 minutes of receiving your cake and we will try our level best to solve the issue.
Because we take pride in what we do, complaints are very rare and are taken seriously. While our aim to is make you happy, some complaints may require further investigation and might require the cake back, or part of the cake to ensure we are able to fairly assess the nature of the complaint. Once the investigation is complete, the maximum refund we offer is the value of the cake excluding delivery (if applicable). Further compensation is not available.