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Ordering Terms & Conditions

Placing an Order

 

Orders can be placed on-line or in person in one of our patisseries.

We are unable to accept telephone orders.

Orders placed online must be placed by a person over 18 years of age. Patisserie Valerie will permanently delete identifiable information if a parent or guardian requests. Requests to delete identifiable information should be emailed to: receptionhq@patisserieholdings.co.uk

Some Patisserie Valerie products contain alcohol. Product pages online will always state if a product contains alcohol. Patisserie Valerie do not sell alcohol to persons under the age of 18 as per the licensing act 2003. By placing an order containing alcohol you confirm that you and the intended recipient(s) are over 18 years of age. Refusal of a store pick up or driver delivery is at our discretion.

Orders require a minimum of 24 hours notice. Wedding cakes and special or large orders require a minimum of 48 hours.

The earliest possible fulfilment time is always offered when placing an online order.

Bespoke orders require a minimum of a weeks notice.

Full payment is required at the point of ordering.

You will be provided with an order confirmation with an order number and a payment receipt.

Please check your copy of the order carefully and let us know immediately if any items are incorrect.

It is especially important to check you have selected the correct patisserie location and time/date for collection or delivery.

Patisserie Valerie cannot accept responsibility for errors made during the ordering process by the customer.

 

Changes to Orders

 

Orders placed for next day delivery cannot be amended, altered or cancelled once placed.

No amendments or additions can be made with 48 hours of order fulfilment.

We will always try to accommodate alterations requested with adequate time, but alterations to orders cannot be guaranteed.

Alternations or amendments may incur an additional charge. Please note any changes will not be guaranteed until an email confirmation has been received.

 

Collect from Store

 

If you have arranged to collect from a patisserie, your cake will be available within the time-slot selected.

If you are unable to collect on the day specified, please contact the patisserie directly. They 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.

 

Home Delivery

 

It is the customers responsibility to ensure a complete and correct delivery address is supplied. We ask for a phone number for contact in case of any issues with the order or delivery.

It is also the customer’s responsibility to make sure that there is someone to accept the delivery at the delivery address.

Patisserie Valerie cannot accept responsibility for late or missing deliveries due to insufficient or incorrect information, or because there is no-one to accept delivery.

 

Quality

 

Patisserie Valerie cakes are hand-made, using fresh natural fruit. Therefore, there may be slight natural variations in appearance.

We reserve the right to replace unavailable components with those of equal or better quality.

Ribbon colour shown on product images is illustrative only – if a specific colour is required this must be requested at the time of ordering.

At the time of 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.

 

Consequential Costs

 

Patisserie Valerie will make every effort to create the cake you want and deliver it in perfect condition.

In the unlikely event that this does not occur, Patisserie Valerie will take reasonable steps to rectify the situation and ensure you have a cake you are happy with.

However, Patisserie Valerie does not accept any responsibility for consequential costs or emotional distress due to errors with products or delivery.

This does not affect your statutory rights.

 

Cancellations

 

Please note this cancellation policy only applies to orders placed on or after 14th February 2019.

We can only guarantee a full refund of your order up to 14 days prior to the collection or delivery date.

Please note that if you cancel between 14 days to 72hrs prior to delivery or collection date you will receive a maximum of 50% of the order total.

In the event of cancellations within 72hrs of collection or delivery, Patisserie Valerie reserves the right to retain the total value of the order to cover costs.

Please note if you place an order for collection or delivery within 72hrs you are ordering it in a non-cancellation period. Therefore, Patisserie Valerie reserves the right to retain the total value of the order to cover costs.

Orders placed for next day delivery cannot be amended, altered or cancelled once placed.

 

Order Cutoff Times

 

Order cut off time for next day delivery will be clearly shown during the checkout process.

Orders and payments not completed by the cut off time for next day delivery will be delivered the following day.

 

Price Changes

 

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.

 

Customer Satisfaction

 

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 from an in-store experience or product collected in store, you should first speak to the manager of the Patisserie Valerie branch.

Alternatively, you can contact us at Head Office via post, email or on-line form.

Customer Service Department
Patisserie Valerie
146-156 Sarehole Rd
Hall Green
Birmingham
B28 8DT

Email: headoffice@patisserieholdings.co.uk

Patisserie Valerie customer care team give all complaints urgent attention. Every complaint will be acknowledged within 5 working days and we will endeavour to resolve the matter within 15 working days.

 

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