Terms & Conditions
Please read the following carefully. By placing an order through our online store, you are entering into a contract with cococheesecakes and are agreeing to the below terms and conditions.
Payments
Orders must be paid for immediately. Our online store accepts card payments, Paypal, and manual payment by bank transfer. If bank transfer is selected, this must be paid for within 24 hours of submitting your order. Please note that your order will not be made or dispatched until full payment is received.
Food allergies
We are a completely vegan kitchen so we do not use any animal products. However we do use some ‘accidentally vegan’ products which do not contain any animal products, but have a ‘may contain traces’ warning due to their manufacturing methods (e.g. Oreos).
The following allergens are used in our kitchen and therefore your cheesecake(s) may contain traces: gluten, soya, tree nuts, peanuts, sulphur dioxide and sesame seeds.
For gluten and soya free requests, we reduce the likelihood of cross contamination by making these items first, before any items containing gluten/soya are made.
All food allergies, intolerances and dietary requirements must be specified on your order form. For further information of any of our ingredients, please contact us at hello@cococheesecakes.com.
Deliveries and collection
Our Postal Pots are available for delivery to UK addresses (excluding Northern Ireland and Scottish Highlands), using a next day courier service. Orders are usually dispatched on Thursdays (next dispatch date is specified on the product page and confirmed in your email confirmation). For large orders or customised cakes, there may be a delay in dispatch, for which you will be notified ASAP.
You will receive an email with tracking information when your order has been dispatched.
Our large cheesecakes cannot be sent via courier and are for collection only, from our home in Spondon, Derby, or our markets. Our 3" cheesecakes can also be collected. There is no charge for collection and no minimum order. We will contact you to confirm your collection day/time/address.
Transporting your large cheesecake
Your large cheesecake will be frozen when you collect it, which will minimise the risk of damage in transit. Your cheesecake should be placed on a flat surface, in the boot or footwell. Keep your cake out of direct sunlight and keep the car as cool as possible. If you are travelling far and would like us to provide chilled packaging, please let us know.
We do not take responsible for any damage to cheesecakes being collected and transported by the customer once they have left our care.
Storage
Our postal pots will be shipped in chilled packaging. Upon receipt, you can store them in the fridge (consume within four days), or place them in the freezer for up to a month (defrost in the fridge for approx. five hours).
For collections, our cheesecakes will be frozen when you pick them up. When you get home, you can either store them in the fridge to defrost (approx. eight hours, ideally overnight for the 8" size, or approx four hours for 3" size), or store in the freezer until you’re ready to defrost them. Once defrosted, consume within four days.
Changing your order
When placing your order, please ensure that all details are correct, particularly any allergy information and the delivery address.
If you need to change any of the details with your order, please let us know as soon as possible. We will do our best to accommodate any last minute requests, however changes may not always be possible.
Photography
We regularly photograph our cheesecakes and we reserve the right to use any photographs for display or promotion.
Cancellation policy
If the customer cancels the order, full refunds may not be possible if given less than five days’ notice, as we may have already made your order.
In the unlikely event that cococheesecakes cancels the order, we shall not be liable for any failure to perform where such failure or delay results from any circumstances outside our reasonable control including but not limited to any fire, flood, explosion, accident, adverse weather conditions, traffic congestion, mechanical breakdown, obstruction of any private or public highway, riot, government act, act of war, terrorism, or from any industrial dispute or strike whatsoever.
In the event of exceptional circumstances, such as serious illness, cococheesecakes will give as much notice as possible if we are unable to fulfil your order. We will endeavour to find someone else who can produce your order and will refund you any monies already paid.
In the event that you wish to postpone your order, please let us know as soon as possible. New bookings will be subject to any price increases since the original booking was made.
Complaints procedure
If you have any complaints regarding your order, please contact us by email to hello@cococheesecakes.com within 24 hours of receiving your order and send us photographic evidence to explain why you are unhappy with the product.
Some complaints may require further investigation and an immediate refund may not always be possible. The cheesecake(s) must have been stored as instructed above.
We do not refund for customers that have simply changed their mind.
We do not accept complaints for not liking the taste of our products, mainly because individuals’ tastes are different.
THESE TERMS AND CONDITIONS DO NOT IN ANY WAY AFFECT YOUR STATUTORY RIGHTS AS A CONSUMER.
The content of this document is for your general information and use only and is also subject to change.