Terms + conditions
Please make sure you’ve read and understood our Ts + Cs before you order.
Getting in touch
The best way to reach Den Bake Shop is via email, which is also how you’re most likely to hear from us. We might phone you using the number you’ve provided if that’s more appropriate.
Den Bake Shop is a one woman army - find out about Maxine here.
Placing your order
Den doesn’t have an online shopping cart - you can request a bake or a quote from us via the site, and your order will be confirmed via email. We take payment from you when your bake has been confirmed via email, and your bake will not be made until you have paid your invoice in full.
The price of the product will be the figure quoted to you by email - prices on this website are starting guidelines to help you budget your bake. Once your bake is confirmed, please pay securely via PayPal using your invoice, via the PayPal button in the footer of our site by entering the full balance of the agreed price, or by bank transfer to the details in your invoice. In the case of larger commissions like weddings and dessert tables, a 50% of the payment is taken upfront to secure the booking, and the remaining 50% balance is to be paid at least 14 days before collection/delivery date.
For wedding cakes, you can purchase a taster box for £25 (£15 redeemable against final balance if you choose Den to cater your special occasion) of your shortlisted flavours to be posted to you by special delivery. On ad hoc occasions, you can order postal tasting boxes directly from the website whenever they are advertised as available - we will always let you know when the next boxes will be on sale to be posted out.
If Den can’t take on your order, it’ll most likely be because the baking schedule is fully booked for the deadline you’ve requested (though Maxine does remember to take holiday every now and then, too).
Changing your mind or having to postpone/cancel
If you’d like to make a change to what you’ve ordered or to the date of your celebration, please get in touch immediately by email or telephone, using the details provided in your confirmation invoice. We’ll let you know as soon as we can if the change is possible, including any difference to our agreed price, collection/delivery times, then we’ll ask you to confirm whether you’d like to go ahead with the changes.
If you need to change your wedding date, you tell us over 28 days in advance, and we are unable to take on your new date, you will be eligible for an 80% refund on the full balance of your order. Wedding orders cancelled/changed to a date we cannot fulfil 5 - 28 days before their delivery/collection date will be eligible for a 50% refund on the full balance of your order.
Non-wedding orders cancelled/changed to a date we cannot fulfil more than 14 days before their delivery/collection date will be eligible for an 80% refund. Celebration cakes cancelled/changed to a date we cannot fulfil 5 - 14 days before their delivery/collection date will be eligible for an 50% refund.
Any order cancelled or changed to a date we cannot fulfil under 5 days before the scheduled delivery or collection date will not be eligible for a refund.
Den Bake Shop products
We will notify you of any product containing nuts either in the specific product’s web page description or when discussing the contents of custom bakes over email. It is your responsibility to let Den know of any allergies at the time of ordering, and to inform your guests as to any allergens in any Den products you share with them. We store nuts completely separately and take strict measures to control the allergens - gluten, dairy, nuts, soya, eggs - in our family kitchen environment. However, since our kitchen - including utensils, bakeware, storage and tools - is where all Den products are made, we cannot guarantee that traces of these will not be found in our products. Den Bake Shop therefore does not accept any liability for any damage to health or any distress caused to you or your guests by the consumption of such products.
As a small batch homebakery, all Den Bake Shop products are made by hand, by Maxine. Each bake is unique, so your products may vary from the pictures on our site and from any rough sketches provided during the custom bake process. We set out to be as accurate as possible, but all colours, sizes, dimensions and measurements indicated on our website have a degree of latitude to them.
From time to time, we might need to modify our products a little to account for seasonal ingredients such as fruit.
Delivery and collection of Den Bake Shop products
When you request a delivery with your order, you’ll receive a delivery price quote by email before your order is accepted. This will generally be the exact quote provided by our courier, or, in the case larger commissions requiring personal delivery and/or onsite assembly, the charge is calculated in distance (70p per mile) and travel time from and back to Den HQ in Harlesden, NW10 (at the London Living Wage of £10.55/hr). For orders under £100, we deliver within London only. For larger commissions, the first 3 miles are free, and we deliver where possible within London and the South East (excluding the Isle of Wight).
Letterbox brownies for non-specific day delivery are sent in batches via Royal Mail First Class, and will arrive within a few days of an order being placed, provided there is no disruption to Royal Mail services. Brownies for designated day delivery and tasting boxes are sent via Royal Mail Special Delivery service, meaning they will require a signature upon arrival. The service is a next-day delivery, so that your cake will be at its freshest upon the intended delivery. If Royal Mail can't get a signature, the box will be taken to their nearest depot and a Something For You card left in its place - Den Bake Shop cannot guarantee your tasting box or brownies' safety for consumption if you are unable to collect your box the following day. Only items sent by tracked mail services will be eligible for a replacement if lost in transit. One-off discounted brownies or other promotional packages will be sent out via the terms listed in the information advertised on this site or on Den Bake Shop social media channels.
If you have agreed to collect your Den bakes, collection must occur within a mutually convenient half-hour time slot, as agreed with us in advance. Den Bake Shop is run from a family home - if you’re not collecting your bakes yourself, please ensure you’ve let us know who to expect. If you find yourself unable to keep your collection/delivery time, please let us know in advance as soon as possible, preferably by telephone, using the number in your confirmation email. These things happen, we get it. We will always try to give you the next available collection slot and will inform you of any additional charges the courier might require due to waiting time, returning the bakes and/or cancellation.
If you miss your collection/delivery slot and we haven't heard from you in advance, your products will be retained by or returned to us. We will do our best to hold them in refrigeration for you, for up to 24 hours. During that time, you can get in touch to arrange a mutually convenient collection time, or pay for a new delivery slot. We will pass on any waiting time or cancellation charges from the courier to you; these must be paid before we can redeliver or release your products.
Early communication gives us the best chance of getting your cake to you in time for your event.
Every now and then, something extraordinary rears its ugly head which means we can't fulfil your order as agreed - for example, a broken limb, a communicable illness such as Coronavirus or, heaven forbid, a critically ill family member. We'll get in touch as soon as this becomes apparent, and we will commit to fulfilling the order as soon as is reasonably possible.
Den Bake Shop will not be under any liability for our inability to fulfil an order due to Force Majeure, which is to say in the event of fire, explosion, flood, lightning, Act of God, act of terrorism, war, rebellion, riot, sabotage, official strike or similar official labour dispute, or events or circumstances beyond our reasonable control.
If you're unhappy with your purchase, email or call Den as soon as you can - and within 24 hours of collection/delivery - so that we can do our best to resolve your concern. Wherever possible, we will collect the item and issue a refund if necessary after our assessment. Den Bake Shop is not be liable for any complaint after 24 hours of collection/delivery or for any item we have been unable to inspect. Taste is a very personal matter and entirely subjective; we cannot accept the return of any products simply because you do not like the taste. We do not take responsibility for any damage sustained to your purchases during transit by a third party.
How we use your personal information
We will use the personal information you provide to us:
• to supply your products to you
• to process your payment for Den Bake Shop products
• to tell you about upcoming Den Bake Shop offers
Protecting yourself online
We do not guarantee that our site will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform in order to access our site. You should use your own virus protection software.
You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
Ok, that all got a bit finger-waggy there, but we really, really don’t like deliberate attempts to hurt us. We might change our Ts + Cs to reflect any developments in our business, but we'll let you know about any material changes directly if you've placed an order with us before.
If you've made it all the way to the bottom of this page, you should probably think about rewarding yourself...with some cake, perhaps?