Saffron Slice Bakery: Ordering and Policy Guidelines

1. Ordering and Confirmation

Policy	Details
Order Lead Time	We require 3-4 working days notice for standard cakes, and one week for all wedding cakes. Highly skilled cake artists are a valuable resource, and we recommend ordering as early as possible to secure your date.
Urgent Orders	Occasionally we can accommodate rush orders (1 day notice), but this is not guaranteed.
Refusal Right	We reserve the right to refuse any order if we determine we cannot meet the required deadline or quality standards.
Confirmation	All orders must be confirmed by phone. If we are unable to reach you after multiple attempts, your order will not be confirmed or processed.
Order Check	Please thoroughly check your order details before submitting payment. For bespoke designs, our decorators create based on the written order, and we cannot guarantee exact specifications, only a close graphical representation.
Discretion	If an inscription color or other design choice is left blank, we will use our professional discretion to complete the design.
Payment	Full payment is required in advance via online card payment or bank transfer.

2. Cake Details and Structure

Policy	Details
Serving Sizes	Most novelty and shape cakes generally feed 25-30 people. We focus on creating cakes that have a great visual impact. We do not provide exact dimensions as each cake is uniquely hand-crafted.
Internal Supports (IMPORTANT)	For safety, please be aware:
	• 3D Shape Cakes: Non-edible supports (like styrofoam, wood, or plastic dowel rods) are used in the heads and bodies for stability. Please ensure these are removed before cutting and serving, especially to children.
	• Multi-Tier Cakes: These use wooden/plastic dowel rods and plates for internal support. These must be carefully removed when cutting each tier.
Sugar Decorations	• Sugar Flowers: Often contain non-edible metal wires for support.
	• Sugar Figures: May be supported by toothpicks. Please exercise caution, especially around children.
Edible Images	We can scan and print almost any image onto your cake. For the best result, please provide the highest quality digital picture possible, as quality naturally degrades during the scanning/printing process.

3. Pickup and Delivery

Policy	Details
Delivery Time	Delivery is highly subject to traffic congestion in the UAE. To ensure you have your cake on time, please order delivery a few hours before you actually need it. Delivery slots are subject to availability.
Delivery Area	We deliver everywhere in the UAE. All cakes are delivered safely boxed.
Pickup Risk	Many cakes are delicate and difficult to transport. We are not responsible for any damage that occurs to a cake after it has been picked up from our store and signed for in proper condition.
Checking Your Order	Whether picking up or receiving a delivery, please thoroughly check the cake and only sign the receipt if it is in perfect condition. Once the delivery person leaves, we cannot accept complaints about transit damage.

4. Storage and Shelf Life

Policy	Details
Serving Day	We strongly recommend ordering your cake for the same day it will be cut.
Overnight Storage	If the cake must be kept overnight, it must be refrigerated.
Shelf Life	Once cut, a sponge cake will maintain its quality for 24 hours when kept in the fridge.
Temperature	Never store your cake in a hot environment. Ensure the cake is refrigerated if it will not be served immediately.

5. Refunds, Cancellations, and Complaints

Policy	Details
Refund Eligibility	Refunds (full or partial) are only issued if: the wrong product was delivered, the product is defective, or the product was damaged during shipping (must be noted before the driver leaves).
Refund Processing	Refunds will be processed solely through the Original Mode of Payment. Please allow up to 45 days for credit card refunds to reflect.
Cancellation	There will be no refund for any paid cake canceled less than 3 days (72 hours) prior to the scheduled collection or delivery time.
Change of Date	A 50% charge applies for changing the delivery date less than 72 hours prior to the confirmed time. (Note: Any change request sent after 6:00 PM will be considered as received on the next working day.)
Complaints/Repairs	If there is an issue (e.g., an inscription mistake), you must notify us within one hour of accepting the cake to allow us the opportunity to correct or repair it on the same day.
Assessment	To assess a complaint fairly, the entire cake (or the damaged part) must be returned to the bakery within the same day.
Maximum Liability	The maximum refund we offer is the total value of the cake and delivery fee. Further compensation is not available.