Terms of Service

About these terms

These terms apply to orders placed with Velvet & Crumb Artisan Bakery via this website, WhatsApp, or in person. By placing an order, you agree to them. If you don’t agree, please don’t order.

Ordering

This website is a catalogue. It shows you products and lets you build a cart, but no order is placed through the website itself. When you click “Send order on WhatsApp”, WhatsApp opens with your items written into a message. You must press send in WhatsApp for us to receive it.

An order is only confirmed when we reply in WhatsApp to say so. Until then, it’s an enquiry, not a commitment. We may decline an order if:

• An item is sold out
• We can’t meet the requested date or time
• The delivery address is outside our delivery area
• We believe the order is fraudulent or in bad faith

Pricing and payment

Prices shown on this website are guide prices. The final total for your order is confirmed by us in WhatsApp. Guide prices are in the local currency and include applicable taxes unless stated otherwise.

Delivery fees and minimums are set out on the How to Order page. These may change; the version in effect at the time you place an order applies.

We accept:

• Cash on pickup — paid when you collect
• Mobile Money — details shared in WhatsApp after order confirmation

We do not take card payments on this website, and we do not store payment information. Orders are not released for delivery until payment is received in full.

Pickup and delivery

Pickup is free and available during business hours at 142 Maple Street, Downtown. Delivery is available within 5 km of the bakery for a flat $8, free on orders over $75, with a $30 minimum.

Time windows are confirmed in WhatsApp. For delivery, the window is typically 9:00 AM to 2:00 PM. We will make one delivery attempt at the agreed address and time. If no one is available to receive the order, we will contact you via WhatsApp. We may charge a second delivery fee for a repeat attempt.

Risk in the goods passes to you on delivery or collection. Please inspect your order on receipt.

Cancellations and refunds

Standard items (croissants, macarons, tarts, cakes, espresso drinks): You may cancel free of charge up to 24 hours before your agreed pickup or delivery time. Cancellations inside 24 hours may be subject to the full price, because we bake to order.

Custom cakes: Cancellations must be made at least 7 days before your event date to receive a refund of your deposit, less any costs already incurred for specialty ingredients or design work. Inside 7 days, deposits are non-refundable.

Catering platters: Cancellations must be made at least 72 hours before your delivery time. Inside 72 hours, we may charge up to 50% of the order total.

If we fail to fulfil a confirmed order — for example, because we sold out or couldn’t deliver — we will offer a full refund or a replacement, whichever you prefer.

Refunds are issued via the same method you paid, within 5 business days.

Custom cakes

Custom cake orders require a 50% deposit to confirm. The deposit is applied to the final total. The balance is due on collection or delivery.

Design descriptions, quotes, and reference images exchanged in WhatsApp form part of the agreement. If you need to change the design after the quote is approved, we’ll provide an updated quote. We can only accommodate design changes up to 72 hours before the agreed date.

Colours and decorations may vary slightly from any reference images due to the handmade nature of the work. We will always aim to match the spirit of the design.

Allergens

Our kitchen handles wheat, dairy, eggs, nuts, and soy. While we take cross-contamination seriously, we cannot guarantee that any item is completely free of these allergens, including items marked vegan or gluten-friendly.

Full allergen information is available on the Menu page and can be confirmed in WhatsApp before ordering. If you have a severe allergy, please tell us before placing your order so we can advise on the safest options.

Liability

We’ll do our best to make sure every order meets our standard. If something isn’t right, contact us within 24 hours of receiving your order and we’ll sort it out. Our liability for any order is limited to the value of that order.

We are not liable for losses arising from delays caused by events beyond our reasonable control — including weather, transport disruptions, or supplier failures — though we’ll always communicate promptly and offer a reasonable remedy.

Nothing in these terms limits any rights you have under consumer law that cannot legally be excluded.

Changes to these terms

We may update these terms from time to time. The version in effect at the time you place an order applies to that order. If we make a significant change, we’ll update the “last updated” date at the top of this page.

Contact us

Questions about these terms or about an existing order? Reach us here: