PLACING AN ORDER
Orders can be placed on-line via our website or in person in one of our cafes. Please note we do not accept telephone orders. Full payment is required at the point of ordering unless agreed with us. You will be provided with an order confirmation with an order number and a payment receipt. If ordering on-line, check your junk mail folder as confirmations may be redirected there by your security software. Please check your copy of the order carefully and let us know if any items are incorrect.
Due to the number of cafes within Patisserie Valerie it is especially important to check you have selected the correct café for collection / delivery. Patisserie Valerie cannot accept responsibility for errors made during the ordering process by the customer.
CHANGES TO ORDERS
Alterations to orders may be requested, but we may not be able to accommodate late changes. Additional charges may apply for any changes.
COLLECTING AN ORDER
If you have arranged to collect from one of our cafes, the cake will be available within the time-slot selected. If for some reason you are unable to collect on the day specified, please contact the café. We will hold the cake for you until the end of its shelf-life, when it will be discarded. Once a cake has been accepted, it is the customer’s responsibility to safely transport to its destination.
DELIVERY OF AN ORDER
Where delivery is requested, it is the customers responsibility to ensure a complete and correct address is supplied, along with a correct phone number for contact. It is also the customer’s responsibility that there is someone to accept the delivery at the address. Patisserie Valerie cannot accept responsibility for late or missing deliveries due to insufficient or incorrect information supplied, or because there is no-one to accept delivery.
Patisserie Valerie cakes are hand-made, using fresh natural fruit. Therefore there may be slight variations in appearance from those shown in our publicity material. We reserve the right to replace unavailable components with those of equal or better quality. Ribbon colour as shown is illustrative only – if a specific colour is required this must be requested at the time of ordering.
On collection or delivery you will be asked to check the appearance of the cake. Please take the time to inspect the order, as Patisserie Valerie cannot take any responsibility for visible errors not identified and shown to staff at this point.
Patisserie Valerie will make every effort to fulfill you order correctly. In the unlikely event that this does not occur, please note Patisserie Valerie does not accept any responsibility for consequential costs incurred due to errors made with products supplied or delivered. This does not affect your statutory rights.
We can only guarantee a full refund of your order if we receive your order cancellation instructions at least 24 hours (or 48 hours if your order is for a large / special order cake, or from a store with a 48 hour lead time) before the collection time. Any other cancellation refunds will be entirely at Patisserie Valerie’s discretion.
Patisserie Valerie reserve the right to make price changes without prior notice, but guarantee that no price increase will apply to any confirmed paid orders made by a customer for collection on a date after which a price increase has been made.
We work hard at Patisserie Valerie to ensure your complete satisfaction with our products.
If you are not entirely satisfied with your purchase or the standard of our service you should first speak to the manager of the Patisserie Valerie branch you collected your order from. Alternatively you can contact us at Head Office via post, email or on-line form;
Customer Service Department
146-156 Sarehole Rd
Or use our on-line form found under the Contact Us page on our website.
We will endeavour to give all complaints our urgent attention. Your complaint will be acknowledged within 5 working days and we will endeavour to resolve the matter within 15 working days.