This website is operated by Pasticceria Lorena. Our online shop function is hosted on Squarespace. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Throughout the site we will use certain terminology and so you’re confident with the terms here’s a simple reference guide.

In these terms and conditions:
- Reference to “we” and “us” is a reference to Pasticceria Lorena.
- Reference to “you” is a reference to the purchaser of the Goods from us.
- “Contract” means the contract between us for the sale and purchase of the Goods, which incorporates these Terms & Conditions.
- “Goods” means the items purchased by you from us.
- “Terms” means these terms and conditions. These Terms are the only terms and conditions on which we contract for the sale of Goods and they form an integral part of the Contract between us. If we agree to vary any of the terms, the variation must be in writing confirmed by our duly authorised representative and by you.

ENQUIRIES:

All enquiries should be made using the contact forms on this website, or via email. All data collected and used from enquiries is done for the purpose of fulfilling an order or responding to an enquiry. This data is securely kept digitally within Google workspace or Squarespace.

Once an enquiry is made we aim to respond by email or phone within 48 working hours to confirm our availability, unless we are closed for a holiday or under other circumstances. Please note our emails sometimes drop into spam folders.

Filling in an enquiry/order form does not consitute confirmation of booking. All order requests are subject to availability. Please note that I work alone and am limited to the number of orders I can fulfill in anyone day.

For general orders of products shown on the website such as Torta’s or Pasticcini, a phone call or meeting is not required and information for that order will be collected via email where possible.

For bespoke orders and large events/weddings, a phone call, zoom meeting or in-person tasting appointment may be required to attain all the necessary deatils to fulfill the order.

BOOKING:

Classes/workshops/Online products: The point of purchase and payment confirms your booking and a receipt will be issued as proof of purchase via the website.

Cake/Pastry orders for collection: Orders are agreed once availbility is determined and details are agreed by both parties, this will be followed by the issue of an invoice. Only once payment of the invoice is made, is the booking secure.

NOTICE PERIOD:

As a small make to order business, I usually get booked up well in advance, but I will always do my best to accomodate orders at shorter notice. I do not take same day orders, minimum turn around 4 days for orders from my menu. Bespoke orders minimum 2 week’s notice.

FULLFILLMENT:

Fullfillment of any order will only be made once full payment has been received.

As a small business, I can only fulfill a limited number of orders in any working day. Therefore upon booking and paying for your order you are booking my time to fulfil your order, not just the cake itself. When customers cancel orders close to the date booked, the likelihood of replacing that order with another is extremely unlikely, therefore the following cancellation policy therefore applies:

GENERAL CAKE AND PASTRY ORDERS FOR COLLECTION:

If you cancel your order in writing via email or text more than one month in advance of collection, a full refund will be issued.

If you cancel your order in writing or via text 7-28 days prior to collection a 50% refund will be issued.

If you cancel your order in writing via email of text with less than 7 days notice no refund will be issued.

BESPOKE CELEBRATION ORDERS:

A bespoke order require time for design and additional ingredients/equipment, if you cancel your order in writing via email or text more than 28 days in advance a full refund will be issued.

If you cancel your bespoke order with less than 28 days, no refund will be issued.

WORKSHOPS/MASTERCLASSES:

If you cancel in writing more than 3 weeks ahead of the workshop date, a full refund will be issued minus any transaction charges made by the website provider.

If you cancel in writing with 14-21 days notice, a 50% refund will be issued, minus any transaction charges made by the website provider. Unless the workshop has a accrued a waiting list and your space can be filled by someone else, in which case a full refund will be given.

If you cancel in writing within two weeks of the date of the workshop no refund will be given. Unless the workshop has a accrued a waiting list and your space can be filled by someone else, in which case a full refund will be given.

PRODUCTS PURCHASED DIRECTLY THROUGH THE WEBSITE:

All products are made to order so in general once an order is placed it cannot be cancelled. However if the cancellation is made more than 2 weeks prior to collection/delivery then a full refund minus any website transaction fees will be issued.

FOR WEDDINGS AND LARGE EVENTS PLEASE SEE SEPERATE TERMS AND CONDITIONS LINKED ABOVE

COLLECTION:

Most general orders under £150 are for collection only. Collection times are as follows unless otherwise arranged:

TUES-FRI between 4-6pm SAT between 10am-12pm

When you make a booking you will be given a designated collection time slot. Please note that orders may not be ready before that time slot.

Customers are responsible for collecting their cake on time and within the collection hours.

Missed collections can be kept up to 24 hours after the original collection time only if the customer has contacted and notified me of a new collection time.

Upon collection, customer is responsible to check if all details of their order are correct.

Final product designs may differ slightly from designs displayed on our website.

As the customer , you are responsible for checking if all flavours, spelling, design and decorations are correct. Any complaint concerning these matters after collection will be invalid.

You the customer are responsible for ensuring your cake is transported safely, on a flat surface in cool car. We accept no responsibility for damage caused once your cake leaves our premises.

Cakes containing fresh cream must be kept refrigerated after collection and transported in a cool environment.

 DELIVERY:

I offer delivery for large events and weddings within a 1.5 hour radius. Costs for delivery are calculated on mileage and time and quoted prior to booking.

For general orders, I only make deliveries within a 3 mile radius if the value of an order is over £150. The cost of delivery is calculated on mileage at £1.50 per mile for the return journey.

Deliveries are made by Pasticceria Lorena, using cool boxes to keep our products fresh. No third party couriers are used. Therefore delivery is subject to staff availability.

Only one promotional code can be used at any given time unless otherwise stated.

Under no circumstances can the value of a discount code be deducted from an order if the code is defective or out of date. No replacement codes will be issued in this case.

When an order is placed using a promotional code and contains a number of items, the value of the discount is spread over each item.

Promotional codes may carry a minimum spend allocation, and product exemptions. This is at the discretion of the business and no exceptions will be made to these terms.

These Terms and the Contract between us are governed by English law.

If you:
- give us any incorrect personal information, or
- fail to make any payment when it is due, or
- cancel any payment, or
- become insolvent, or
- commit any breach of these Terms
- then, in any of those events, we have the right to cancel the Contract and recover possession of any Goods which have been supplied for which payment has not been received in full.

Occasionally there may be information on our website or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability.

We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law.

No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

- The price of Goods quoted on our website is correct at the time of publishing.
- The cost of packaging and postage/delivery is shown separately.
- All published prices are subject to change at any time without notice. Due to the regular increase in ingredients prices this may happen several times a year.

We will not have any liability to you if we are prevented from performing any of our obligations on account of any circumstances beyond our reasonable control which includes, but is not limited to, extreme weather conditions, act of God, terrorism, war, strike or difficulty in obtaining materials and/or labour. In any of these circumstances we reserve the right to terminate the Contract.

Severance: If any provision in these Terms is held by a court to be unenforceable, that will not affect the remaining provisions of the terms.

Entire Agreement: These Terms govern our relationship with you and in accepting them, you confirm that no other arrangement, agreement or representation applies.

Assignment: We reserve the right to assign any of our rights or obligations under the Contract with you to a third party on the basis that the existing contractual terms will become the responsibility of that third party. You will not assign your rights without first getting our written consent.

Pasticceria Lorena owns the copyright in the works shown on this website. You have no right to make any copies or adaptations of any such Goods, images or content.

You are not permitted to use any visuals, imagery or design created by Pasticceria Lorena, or the photographers work used on our website.

If you wish to give us any notice relating to a matter covered by these Terms, whether you telephone us or not, you must confirm that notice in writing. In the case of email notices, these should be sent to info@pasticcerialoren.com and you must send them so as to return an acknowledgement of receipt.

All food allergies, intolerances and dietary preferences should be stated at the point of ordering, even if you do not feel it relevant to the order.

Please note that the following allergens are used in the Pasticceria Lorena kitchen and your products may therefore contain traces of:

WHEAT GLUTEN, EGGS, MILK, SOYA, SULPHITES, NUTS and PEANUTS.

Whislt we can create some of our bakes using a gluten-free and nut-free recipe all products are made in the same kitchen, using the same equipment, so severe allergies cannot be catered for.

We do not cuurently create Egg-free, dairy-free or vegan bakes.

Here at Pasticceria Lorena we pride ourselves on creating products to consistently high standards and it is our aim to have 100% happy customers.

However, if you feel a product is not of the standard you were expecting, please contact us immediately.

If your complaint is regarding taste/flavour, please bring the product to us within 24 hours of collection. After testing by management, a credit note will be issued if the product is deemed faulty. Judgement on whether or not something is faulty will be based solely on the decision of the manager. Credit note is not guaranteed if the manager feels the product is of standard. During this time products containing fresh cream must be kept refrigerated.

If the complaint is regarding incorrect allergen contamination, then a full refund will be given.

Please note that once the cake/pastries leave our premises they become your responsibility and no refund will be given for damage, melting, spoiling that occurs as a result of not adhering to advice about transportation, storage and display of your product.

Please note that slight variations in design are at the discretion of the baker in using artistic licence. No reimbursement or compensation will be issued for such variations.

As a small business, bad reviews can be incredibly damaging, so we would please ask that you contact us as a first point of call if you have a complaint and give us the opportunity to rectify our mistake before writing an irreversible poor review. Errors are human nature but never intentional, our wish is always for you to leave a happy customer.