1. General

• These Terms and Conditions apply to all cakes, desserts and related products supplied by Misa’s Patisserie.

• By confirming an order and making the required payment, the client confirms that they have reviewed and accepted these Terms and Conditions together with the details contained in the quotation and confirmation email.

• The quotation, confirmation email, agreed design description and these Terms and Conditions collectively form the agreement between Misa’s Patisserie and the client.

• Any amendment to these Terms and Conditions will apply only to orders placed after the amended version is published. Changes will not retrospectively alter an order that has already been confirmed.

• These Terms and Conditions will be provided with the booking documentation. Any order-specific exception or subsequent amendment must be expressly agreed in writing by both parties.

 

2. Enquiries and Quotations

• New cake enquiries must be submitted through the enquiry form on our website. General questions may be sent to hello@misa-patisserie.com. Clients with an existing enquiry or confirmed booking should reply to the relevant email thread so that all order information remains together.

• A quotation will be prepared based on the information supplied by the client, including the event date, cake size, flavour, design direction, decorative details, collection or delivery requirements and any disclosed dietary information.

• We may be unable to prepare an accurate quotation where the required information is incomplete, unclear or contradictory.

• Quotations are valid only until the payment deadline stated in the quotation email. Submitting an enquiry, discussing a design or receiving a quotation does not reserve a date or production slot.

• Published starting prices may change. An individual quotation remains valid until its stated expiry, subject to availability and the client making no changes to the quoted requirements. Once an order is confirmed, its agreed price will not change unless both parties agree to an amendment.

• The quotation will identify the cake price, any agreed additional services and any separately payable delivery charge. Where delivery has not yet been quoted, this will be made clear before the client confirms the cake order.

• Consultations, design approvals and order changes are conducted in writing. We do not offer telephone consultations.

 

3. Order Confirmation and Payment

• Standard celebration cake orders require full payment. Wedding and multi-tier payment arrangements are set out in Section 4.

• An order remains at the enquiry stage until the required payment has been received and cleared and Misa’s Patisserie has accepted the booking in writing. Payment screenshots, transfer receipts, remittance notices and automated acknowledgements are not confirmation of a booking.

• Availability is allocated on a first-come, first-served basis. An enquiry, quotation or pending transfer does not reserve a date or production slot.

• Prices and payments are in pounds sterling (GBP). Our accepted payment method is bank transfer to the account specified in the payment email. We are not obliged to accommodate requests for alternative payment methods.

• The client is responsible for any separate currency-conversion or transfer fees charged directly to them by their own bank or transfer provider and should arrange for the full invoiced GBP amount to reach our account. If an international bank transfer results in a shortfall, we will notify the client of the outstanding balance. 

• Any alternative payment method must be expressly agreed by us in writing before payment is sent.

• Payments must use the reference provided in the payment email. If another person makes the payment, or the reference is missing, the client must provide the payer’s name, payment amount and transfer date so that we can identify the funds.

• Payments received after the quotation expires, without an agreed quotation or after availability has changed do not automatically secure a booking. If we cannot accept the order, we will notify the client and refund the payment received without undue delay.

• Before making payment, the client must review the quotation, agreed design description and these Terms and Conditions. By submitting the required payment, the client accepts those terms and requests that we confirm the booking.

​

4. Wedding and Multi-Tier Cake Payments​

• Full payment for wedding and multi-tier cake orders is normally required at least eight weeks before the event, unless a different payment schedule is expressly agreed in writing.

• Instalment arrangements are offered at our discretion. The payment email will specify each payment amount and deadline. The first agreed instalment secures the event date and production slot once it has cleared and we have confirmed the booking in writing.

• Where an alternative payment schedule is agreed, the cake balance must clear by the deadline stated in the payment email, normally no later than three weeks before the event.

• For an order accepted within three weeks of the event, full cake payment must clear by the specific deadline stated in the quotation and before production begins.

• Where delivery is arranged, its charge is payable separately by the deadline stated in the payment email, normally no later than two weeks before the event. For delivery arranged within that period, the payment email will specify an earlier deadline appropriate to the booking. Courier arrangements are not confirmed until the delivery payment has cleared and we have confirmed the booking.

• If an instalment for a confirmed order is overdue, we will notify the client in writing and give a final payment deadline, taking account of the production schedule and event date. If payment has still not cleared by that deadline, we may cancel the booking and apply Section 11. An enquiry for which the initial required payment has never cleared may expire without becoming a confirmed order.

​

5. Client Information and Order Details

• The client is responsible for providing complete and accurate information, including the event date, collection or delivery details, contact information, cake size, flavour, design requirements, cake message, dietary requirements and allergy information.

• The client must review the quotation and confirmation email carefully and notify Misa’s Patisserie immediately if any information is incorrect or missing.

• We will create the cake according to the details agreed in writing and recorded in the order confirmation, together with any later changes expressly agreed by both parties. Reference images communicate inspiration rather than a promise of replication. Any discrepancy between previously agreed details and the confirmation email should be raised promptly; the confirmation email does not unilaterally change an existing agreement.

• Where information provided by the client is unclear, incomplete or contradictory, production may be delayed until written clarification is received. Misa’s Patisserie will not be responsible for an error resulting directly from incorrect information that the client supplied and subsequently confirmed in writing.

• Cake dimensions and serving estimates are approximate. The number of portions depends on how the cake is cut. A tier is a separate cake within a stacked design; an internal layer refers to the sponge and filling within a tier. The agreed size, number of tiers and any extra internal layers will be recorded in the quotation.

• Any dummy tiers will be identified in the quotation and must not be served or consumed. Dummy and real tiers are priced on the same basis; using a dummy tier does not automatically reduce the quoted price.

​

6. Changes to Confirmed Orders

• Any request to change a confirmed order must be made by replying to the existing email thread.

• Changes to the design, size, flavour, structure, cake message, collection time, delivery address or other order details are subject to availability and must be approved in writing by Misa’s Patisserie.

• Change requests should be submitted at least seven days before the agreed collection or delivery date. Wedding and multi-tier cake changes should be requested as early as possible and may not be possible within eight weeks of the event.

• A requested change may involve additional design, ingredient, administration, structural or delivery costs. We will explain the additional charge and obtain the client’s agreement before implementing the change. Any required additional payment must clear by the deadline we provide.

• Misa’s Patisserie is not required to accept a change that would affect production capacity, food safety, structural stability, ingredient availability or the studio’s ability to complete other confirmed orders.

• A request for a change does not alter or cancel the existing order unless we agree otherwise in writing. If we cannot accommodate the request, the original booking remains in place. If the client then chooses to cancel, Section 11 applies.

​

7. Original Design and No-Replica Policy

• Misa’s Patisserie creates bespoke, original cake designs and does not replicate or recreate another creator’s work. This applies to cakes created by other cake artists as well as designs generated using AI.

• Reference images are accepted for inspiration only and may be used to communicate a preferred colour palette, general style, theme or individual key elements.

• Misa’s Patisserie will not reproduce another design’s complete composition, proportions, structure, piping patterns or decoration placement. The finished cake will be an original interpretation created in Misa’s own design language.

• By confirming an order, the client acknowledges that the finished cake will not be an identical copy of any reference image.

• Misa's Patisserie may create a cake inspired by or similar to one of our previous designs, but every cake is handcrafted and will not be an exact copy of a previous cake.

• If a client requires an exact replica, we may decline the enquiry. If a replica is requested after a booking has been confirmed, we will decline that change and explain whether we can proceed with the original agreed design. If the client chooses not to proceed with that agreed order, Section 11 applies. If we cancel because we cannot fulfil the agreed order, Section 12 applies.

• We retain the intellectual-property rights that we own in our original designs, sketches and photographs. Commissioning a cake or purchasing a sketch does not transfer those rights unless expressly agreed in writing. Our original sketches must not be supplied to another baker for reproduction without our written permission. Rights in customer-supplied or third-party material remain with their respective owners.

• We photograph completed cakes for order records and may use cake photographs and videos in our portfolio and marketing. We will obtain consent before publishing identifiable client information, including personal names or messages. Clients may contact us at any time about privacy concerns or to withdraw consent for future use of their personal information. We will respect any agreed publication restriction and handle personal information in accordance with our Privacy Policy.

• A design sketch is included only where expressly stated in the quotation. Where offered separately, its price, scope and included revisions will be agreed before work begins. A sketch communicates the agreed design direction; minor handmade variations remain subject to Section 8.

​

8. Handmade Variations and Colour

• Every cake and decoration is individually handcrafted. Minor variations in colour, proportion, piping, texture, shape and decoration placement are inherent in handmade work and do not constitute a fault where the cake remains consistent with the agreed design and is of satisfactory quality.

• Colours shown in photographs, digital mood boards or on different screens may vary because of lighting, photography and display settings. We will make reasonable efforts to follow the agreed colour direction, but an exact digital or photographic colour match cannot be guaranteed.

• Dark colours, metallic effects and pearlescent finishes may appear differently under different lighting conditions. Shimmering finishes may also make a colour appear lighter.

• We may make minor technical adjustments necessary for structural stability, food safety or the execution of the design, provided the cake remains consistent with the agreed order. Any substantial change to the design, size, flavour or decorative elements requires the client’s agreement before it is implemented. We will not introduce an undisclosed allergen or disregard an agreed dietary requirement through an ingredient substitution.

​

9. Ingredients, Flavours and Allergens

• All cake flavours are selected from our current set menu. Different tiers of a multi-tier cake may use different menu flavours where agreed in writing. We do not offer customised flavour combinations or ingredient substitutions unless expressly agreed in writing.

• We do not currently offer vegan, egg-free, dairy-free, lactose-free, gluten-free or sugar-free cakes.

• Our kitchen handles nuts, gluten, dairy, eggs and other allergens and cannot guarantee an allergen-free environment. Clients must disclose all allergies and dietary requirements before confirming an order.

• Information about the regulated allergens present in the selected cake and its decorations will be made available before the order is placed and provided again at collection or delivery. The client must pass this information to the venue and anyone responsible for serving the cake.

• All cakes are vegetarian and made without gelatine.

• Flavours or decorations containing alcohol will be identified in the relevant product information or quotation. Any requirement to avoid alcohol must be raised before the order is confirmed.

​

10. Flowers, Decorations and Non-Edible Components

• We specialise in buttercream flowers and do not supply or place fresh florist flowers or artificial flowers on our cakes. Flowers specifically grown and supplied for edible use may be included only where expressly agreed in the quotation.

• If a client, florist, venue or other third party adds flowers or decorations after collection or delivery, this is done independently and at the client’s own risk. Misa’s Patisserie is not responsible for contamination, allergens, physical damage or changes to the cake caused by items added by another person after handover.

• Some designs contain non-edible components, such as dowels, internal boards, ribbons, wires or supports within sculptural decorations. We will identify the relevant components and provide removal or serving instructions with the order. Non-edible components must be removed before the affected portions are served or consumed.

• The client is responsible for informing the person cutting and serving the cake about any non-edible components.

​

11. Cancellations and Change-of-Mind Rights

• Our cakes are perishable and made to the client’s specification. The standard 14-day change-of-mind cancellation right for online purchases therefore does not apply.

• The cancellation arrangements below distinguish between standard single-tier celebration cakes and wedding or multi-tier cakes. Wedding cakes, including single-tier wedding cakes, and all multi-tier cakes fall under the wedding and multi-tier category. The applicable category will be identified in the quotation.

• Please notify us of a cancellation as soon as possible, preferably by replying to the existing email thread. Notice periods are measured backwards from the agreed collection or delivery date.

Standard celebration cakes

• Full payment is required to confirm the booking, subject to Section 3.

• More than 14 days before collection or delivery: payments will be refunded less reasonable, non-recoverable costs already incurred specifically for the order, such as completed design work or specially ordered decorations.

• Between 7 and 14 days before collection or delivery, inclusive: the refund will be calculated after deducting reasonable, evidenced losses directly resulting from cancellation. These may include completed work, non-recoverable materials and net profit genuinely lost where the reserved production capacity cannot reasonably be rebooked. The deduction may exceed 50% where justified, but will not exceed the cake price. Costs saved and losses reasonably avoided will be taken into account.

• Fewer than 7 days before collection or delivery: a cancellation charge of up to 100% of the cake price may apply, depending on work completed, committed expenditure and production capacity that cannot reasonably be rebooked. A full charge will apply only where justified by the losses resulting from cancellation.

Wedding and multi-tier cakes​

• These orders involve advance design planning, structural preparation, specially sourced materials and a larger allocation of production time. Their payment and cancellation arrangements therefore differ from those for standard celebration cakes.

• Full cake payment is normally required at least eight weeks before the event unless a different payment schedule has been expressly agreed under Section 4. Where instalments are agreed, the first required instalment secures the event date and production slot once it has cleared and the booking has been confirmed in writing.

• An agreed instalment schedule changes when payments are due; it does not change the cancellation periods below. Cancellation is assessed by reference to the event date and the commitments made for the order.

• More than eight weeks before the event: payments will be refunded after deducting reasonable, evidenced losses directly resulting from cancellation. These may include completed design and planning work, non-recoverable materials and third-party commitments, and net profit genuinely lost where the reserved production capacity cannot reasonably be rebooked. We will account for costs saved and take reasonable steps to reduce our losses. The cancellation charge will not exceed the cake price.

• Eight weeks or fewer before the event: a cancellation charge of up to 100% of the cake price may apply. The amount will reflect completed work, non-recoverable commitments and net profit genuinely lost where the reserved production capacity cannot reasonably be rebooked.

• The first instalment forms part of the cake price and will be credited against any justified cancellation charge. It is not an additional charge on top of that calculation. Any amount paid above the justified charge will be refunded.

• Requests to postpone or move the event date should be made more than eight weeks before the original event date and are subject to availability. Any additional costs must be explained and agreed before the booking is moved. Requests within eight weeks may be declined. If a new date cannot be agreed and the client cannot proceed on the original date, the cancellation provisions above apply.

Delivery Charges and Calculation of Refunds

• Delivery charges are assessed separately from the cake price. If delivery is cancelled before any non-recoverable courier commitment has been made, the delivery payment will be refunded. Otherwise, we may deduct the actual, reasonable and non-recoverable courier cancellation cost.

• All cancellation deductions will account for costs saved, recoverable expenditure and replacement bookings. We will take reasonable steps to reduce our losses, will not recover the same loss twice and will not charge more than the agreed price of the cancelled order.

• The percentages above are maximum charges, not automatic deductions. Where the justified loss is lower, the cancellation charge will be reduced accordingly. We will explain the calculation on request and refund any excess payment without undue delay.

• These provisions concern cancellation by the client. Cancellation by Misa’s Patisserie is covered by Section 12. Nothing in this section restricts statutory rights concerning faulty, unsafe or misdescribed goods.

 

12. Cancellation or Changes by Misa’s Patisserie​

• If we become unable to fulfil an agreed order, we will notify the client as soon as reasonably possible.

• Any proposed alternative design, date, collection or delivery arrangement requires the client’s agreement. The client is not obliged to accept an alternative to the agreed order.

• If we cancel the entire order, we will refund all payments made to us for that order, including delivery charges paid to us. If only part cannot be supplied, we will agree an appropriate resolution without restricting any legal right to reject or cancel the whole order.

• Refunds will be made without undue delay. Nothing in this section excludes any additional remedy or liability required by law.

​​

13. Collection and Late Collection

• Collection is available from our Blackheath studio by confirmed appointment only. The collection address will be provided before payment, and the agreed appointment will be recorded in the confirmation email. Providing the address does not permit an unarranged visit.

• The client or their representative must arrive at the agreed appointment time or within the agreed collection window. A 30-minute grace period runs from the appointment time or the end of that window. After the grace period, a late collection charge of up to £10 for each further 30 minutes or part thereof may apply, limited to our reasonable additional costs. Charges stop accruing when the cake is collected, a revised appointment is agreed or the studio closes.

• Clients who expect to be delayed must contact us as soon as possible using the urgent contact details provided in the confirmation email. A later collection time cannot be guaranteed.

• If a cake remains uncollected three hours after the appointment time or the end of the collection window, collection may need to be rescheduled. Any revised appointment is subject to availability, safe storage limits and agreed reasonable additional charges. We cannot retain or release a cake beyond its safe use-by period.

• Where a conforming cake has been completed and made available as agreed, failure by the client or their representative to collect it does not itself create a right to a refund. Any amount retained will be assessed under Section 11. This does not affect rights relating to a fault or our failure to fulfil the order.

• The client or their representative should inspect the cake at collection. Misa’s Patisserie photographs each completed cake before handover. 

​​​

14. Delivery​

• Delivery within London may be arranged for an additional charge, subject to the destination, journey time and courier availability. The delivery quotation will specify the agreed arrangements and price.

• Preferred delivery windows and estimated arrival times are not guarantees of an exact minute. We will notify the client of significant delays when we become aware of them. This does not exclude rights arising from failure to meet an agreed delivery requirement that is essential to the order.

• The client must provide an accurate address, postcode, recipient name, contact number and any venue access instructions. Reasonable additional charges directly caused by incorrect information, unavailable access or the recipient’s failure to attend may be payable. We will explain those charges before they are incurred where reasonably possible.

• The client or a nominated recipient must be available to receive the cake. Cakes must not be left unattended. If delivery cannot be completed, we will contact the client to discuss available arrangements, taking account of food safety and courier availability.

• Where we arrange delivery as part of the order, the cake remains at our risk until it is received by the client or their nominated recipient.

• Where the client independently commissions a carrier that was not offered by us, responsibility for transit passes on handover to that carrier. This does not exclude our responsibility for a fault or inadequate preparation attributable to us before handover.

• Cakes leave our studio fully assembled. Standard delivery covers transportation and handover only. Drivers do not decorate, repair or assemble cakes, or provide venue styling. Any additional on-site service must be expressly agreed and quoted separately.

• For wedding and event deliveries, the client must arrange suitable access, a nominated recipient, sufficient refrigeration and a stable display surface. Unless an additional service has been agreed, the venue or client is responsible for positioning and displaying the cake after handover.

• We photograph completed cakes before dispatch and may record their condition at delivery. 

 

15. Transportation After Handover

• Cakes must be transported on a flat, stable surface in a suitably cool vehicle. They should not be placed on a passenger seat, held on a person’s lap or transported in a warm vehicle without adequate temperature control.

• Once the cake has been collected by the client, their representative or their independently arranged courier, the client is responsible for its transportation, handling and temperature control.

• Misa’s Patisserie is not responsible for damage caused after handover by sudden movement, unsuitable transport, heat exposure, incorrect handling or failure to follow the provided instructions.

 

16. Storage and Consumption

• Cakes must be refrigerated at 0–5°C after collection or delivery, except during transportation and any limited display or serving period covered by our instructions. Keep cakes away from direct sunlight, heat and strong odours.

• The client must follow the storage, display, serving and handling instructions supplied with the order and pass them to the venue or anyone handling the cake. The client is responsible for correct handling after receipt, without affecting our responsibility for a fault already present at handover.

• Follow the use-by date supplied with the cake. Unless an earlier date is specified, cakes must be consumed within three days, counting collection or delivery as Day 1, and only where the storage instructions have been followed. Do not consume the cake after its stated use-by date.

• Misa’s Patisserie is not responsible for deterioration, melting, structural damage or food-safety issues caused by improper storage or handling after handover.

​

17. Complaints and Product Issues​

• Any concern about the cake should be reported to Misa’s Patisserie as soon as possible and, where reasonably practicable, within two hours of collection or delivery. Issues that only become apparent when the cake is cut or tasted should be reported promptly after discovery.

• The client should provide clear photographs showing the issue and retain the cake, packaging and relevant decorations so that the concern can be assessed. Consuming or disposing of the cake before allowing us a reasonable opportunity to inspect the reported problem may limit our ability to investigate.

• If a refund is requested, please retain the cake and contact us promptly to arrange inspection, return or collection. Keep it as close as reasonably possible to its condition on receipt, allowing for the reported fault, cutting or tasting reasonably necessary to discover it, and deterioration caused by that fault. Once a concern is discovered, avoid further consumption or alteration and retain all remaining cake safely. Contact us for instructions if retaining it would create a safety concern. 

• Minor handmade variations in colour, texture, piping, proportion or decoration placement do not constitute a fault where the cake remains consistent with the agreed written design.

• Where a cake is faulty, unsafe or does not conform to the confirmed order, we will assess the available evidence and provide the remedy required by the client’s statutory rights. Depending on the circumstances, this may include correction, replacement, a price reduction or a full or partial refund. Where a statutory right to reject applies, we will arrange collection or cover reasonable return costs as required by law.

• These reporting and return arrangements do not remove or restrict the client’s statutory rights. Cutting or tasting the cake to discover a fault does not, by itself, prevent a valid refund claim.

• Please send complaints through the existing order email thread, including the order details, a description of the concern and any available photographs. We will acknowledge the complaint promptly and explain any further information needed and the next steps.

 

Personal preferences and goodwill refunds

Where the cake is consistent with the agreed written design and is otherwise of satisfactory quality, dissatisfaction based solely on personal taste or aesthetic preference does not entitle the client to a refund.

If we agree to offer a full refund as a goodwill gesture in these circumstances, the entire cake must be returned to our studio in the same condition as delivered or collected, with its decorations intact and without having been cut, consumed or altered. It must be kept and transported in accordance with our instructions and returned as close as reasonably possible to its condition on receipt. Before the return, we will confirm in writing the return deadline, arrangements, responsibility for return costs, refund amount and payment timescale. The agreed goodwill refund will be processed after we receive the cake and check that the agreed return conditions have been met.

​

18. Liability

• Misa’s Patisserie is responsible for losses that are a foreseeable result of our breach of the agreement or our failure to use reasonable care and skill.

• We are not responsible to the extent that a loss is caused by incorrect information supplied by the client, failure to follow our handling instructions, decorations added by another person or transportation independently arranged by the client. These exclusions do not apply to a loss caused by our own breach of the agreement, negligence or a fault attributable to us before handover.

• Nothing in these Terms and Conditions excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be excluded.

• Nothing in these Terms and Conditions affects the client’s statutory consumer rights.

 

19. Governing Law

• These Terms and Conditions and any agreement between Misa’s Patisserie and the client are governed by the laws of England and Wales.

• Disputes may be brought before the courts of England and Wales. Nothing in these Terms and Conditions prevents a consumer from bringing proceedings before another court where applicable consumer law gives them that right.

 

20. Contact

Questions concerning an existing order must be sent by replying to the relevant email thread.

General questions about these Terms and Conditions may be sent to:

Misa’s Patisserie
hello@misa-patisserie.com