Absolutely! We have public liability insurance with a £5 million coverage limit and we're proud that both of our shops have 5* hygiene ratings.

You will find us on the Hart Council website but we're happy to email a copy of our certificate if needed. We have undertaken various hygiene courses which means we're also Level 2-4 qualified.

We take great care to ensure your cakes and bakes are prepared to the highest standards. If there is an issue with your order, please contact us as soon as possible.

• Refunds will only be issued if the order is incorrect, incomplete, or of unsatisfactory quality and they must be returned to the shop you collected from.

• To request a refund, you must notify us within 24 hours of receiving your order by emailing hello@cuppiesncream.co.uk, with details of the issue.

• Refunds will be made to the original payment method used.

• Due to the perishable nature of food, we cannot accept returns once the order has been delivered.

This policy does not affect your statutory rights.

Yes, of course, in fact we encourage it! Any cake with multiple tiers can have different flavours for each tier.

We do take a booking fee on all custom orders which is non-refundable. This is purely to cover the costs of cancellation and turning further orders away. Once paid this secures your slot in the diary. If your order enquiry is made within two weeks of delivery we ask for full payment upfront which is non-refundable. Final wedding payments are due two weeks before the wedding date. We will send one reminder for a deposit or remaining balance payment but after that, if no payment has been received by the deadline, and we have had no contact with you, your order will be considered cancelled and the slot will be offered to another customer. We work on a first come first served basis so if we don’t receive a deposit the cake is not secured. Once a deposit is secured you will receive a full receipt which will state the remaining balance due and the date to be paid by. Again we will send one reminder only for final payment, and if no payment is received without any contact your slot will be cancelled and offered to the next customer.

Whilst we do our best to provide cakes and cupcakes for all food intolerances and allergies nut-free is one we can't guarantee as we do use nuts in our kitchen. We can use nut-free ingredients for you but there will always be a small risk of cross-contamination.

As your cake/cupcakes booking is reserved solely for you and certain components for your cake(s) may be ordered months in advance, the following conditions are implemented when an order is cancelled:
More than 60 days full refund minus deposit
Between 30-60 days half refund, minus deposit
Within 3 weeks – If you have to cancel your order for any reason, you will be liable to pay for any special order items, and for any work that has been started. In addition if a wedding cake is cancelled within 1 week of the wedding date the full outstanding balance will be payable. In the unlikely event we are unable to make your cake due to illness we will try our best to get you a replacement baker. If that is not possible you will of course be issued with a full refund. Non payment of an invoice will also mean your order will be cancelled. Full payment is always upfront and in advance of the delivery date.

With regards to COVID-19 we're happy to move all bookings free of charge to another date or provide credit to book another cake with us. We don't provide refunds on paid-for cakes.