Customer Service


Our customer service personnel are available from Monday to Friday, 9am to 5pm. If you wish to discuss a new order, have a query regarding an existing order or would like to find out more about our cakes, parties or studio you can contact us by email at jeanette@jeanettescakes.com or call +1 289 400 5116

Ordering

Cake, cupcake and confectionery orders can be placed online, in-store, by email or over the phone. Information about customization options, minimum orders and lead-times can be found in the relevant product description section on our online shop. Alternatively, you can call one of our sales team on +1 289 400 5116 or send an email to jeanette@jeanettescakes.com

Collect

Cakes, cupcakes and confectionery orders can be collected from our in-store address, 481 North Service Rd West, unit A 42. Our cakes are custom made for you and therefore we schedule our orders to be picked up at pre arranged times.

Once collected, the responsibility for any damage through transportation lies with the customer.

Should for any reason an order not be collected in time, we will retain it for 24 hours to allow you sufficient time to call our customer service team on +1 289 400 5116 to re-arrange a new time for collection. Please note that we do not offer refunds or replacements for orders that have not been collected within 24 hours after the agreed date and time.

Delivery & Shipping

Freshly baked cakes and cupcakes are available for delivery by us at an additional cost. Please provide clear delivery instructions and a contact number for our delivery driver. If, for any reason, the delivery cannot be accepted at the agreed time and location, our driver will take your order back and we will retain it for the next 24 hours during which time you can call us to request re-delivery at an additional charge or to arrange personal collection from the Bakery.

Our standard cake delivery charges are listed below. Please call our Customer Services department on +1 289 400 5116 for more information.

3km or less = $35.00
3km to 10km = $55.00
10km or more = quoted on exact location keeping distance, time and traffic in mind

Wedding cake delivery is quoted on distance and traveling time to venue, accessibility of function room and set up required.

Changes to Existing Orders

If you have spotted an error on your order confirmation or would like to make changes to an existing order, please notify us within: 72 hours before delivery or collection

Please note that any changes to your existing order may be chargeable. We therefore recommend that customers always double check order details, such as dates, cake size and personal messages, before confirming their order as we may not be able to offer refunds or replacements if incorrect information has been given.

Cancellation

If you wish to cancel your cake order you must give us the following minimum notice to qualify for a credit or refund:
For all personalized decorations, cakes and cup cakes from our cake shop collections we require 7 days notice before delivery or collection.
Custom cake orders are refunded in full 4 weeks prior to delivery or collection
Wedding cakes are only refunded at 50% of the total cost 6 weeks prior to collection or delivery

Refunds & Returns Policy

We will always do our best to prepare, pack and deliver your product(s) with the utmost care. Nevertheless, accidents can happen and so we ask that you check your order is correct before signing your delivery/disclaimer note. In the unlikely event that you find your order is incorrect, incomplete or damaged on delivery, please inform our customer service team immediately on +1 289 400 5116 and we will do our best to send a replacement in time.

To claim a credit or refund, please return the item to us for inspection or provide photographic evidence together with a proof of purchase (till or online receipt) within 48 hours upon receipt. Unfortunately, we are not able to offer any refunds without the requested evidence and proof of purchase. Please note that we can only credit a refund to the card used to purchase the item.