Terms and Conditions
The important details.
These Terms & Conditions apply to orders placed with Hestia Patisserie.
They are here to make sure we both know what to expect when an order is placed, from payment and changes to collection, delivery and cancellations.
Please read them before confirming your order. By placing an order and making the required payment, you agree to these Terms & Conditions alongside the details confirmed in your quotation, invoice or order correspondence.
Nothing in these Terms & Conditions affects your statutory rights as a consumer.
Orders and Bookings
All Hestia products are made to order and availability is limited.
Submitting an enquiry does not reserve a date. Your order is confirmed only once the details have been agreed and the required full payment or booking deposit has been received.
For ordinary private orders, payment in full is normally requested when your order is confirmed. Where a deposit has been specifically agreed, the remaining balance must be paid by the date stated on your invoice and no later than one week before collection or delivery.
For weddings and larger events, a booking deposit of £100 or 10% of the estimated order value, whichever is greater, is normally required to reserve the date. The remaining payment schedule will be confirmed as part of your booking, with final payment normally due one month before the event.
Unless otherwise agreed in writing, a date cannot be held without the required payment.
Pricing and payment.
Prices will be confirmed before your order is booked. Bespoke orders are individually quoted according to the products, quantities, design and services required.
Delivery, venue set-up, displayware hire and other additional services are not included unless specifically stated in your quotation.
Payment is made by bank transfer using the details provided on your Hestia invoice.
Any additional costs resulting from changes requested after booking will be agreed with you before those changes are confirmed.
If something needs to change.
Please let me know as soon as possible if you would like to change your order.
Changes requested less than seven days before collection or delivery cannot be guaranteed. Because Hestia products are made in small batches and production is planned around other orders, preparation for your order may begin several days before you receive it.
Changes to flavour, quantity, design or other agreed details may affect the final price. Any additional amount must be paid before the change is confirmed.
Where reasonable notice is given, an order may be moved to another date once, subject to Hestia's availability. Further date changes are at Hestia's discretion.
If you need to cancel.
Please contact Hestia as soon as possible if you need to cancel your order.
Cancellations made seven days or more before collection or delivery will normally receive a full refund of payments made.
For cancellations made less than seven days before collection or delivery, any refund will depend upon the work already undertaken and costs already committed to your order. This may include ingredients or materials purchased, preparation already completed or products already made.
Cancellations made less than 48 hours before collection or delivery are non-refundable, as production will have begun and the associated time and costs will already have been committed.
Where appropriate, Hestia will take reasonable steps to minimise losses arising from a cancellation.
Weddings and events.
Weddings and larger events involve advance planning and the reservation of limited diary space.
If you need to cancel a wedding or event booking, please contact Hestia as soon as possible.
Where a booking is cancelled, Hestia may retain from payments already made an amount reasonably reflecting work already undertaken and costs or losses incurred as a result of the cancellation. Depending on the stage of your booking, this may include planning and consultation work already undertaken, tastings already provided, ingredients or materials purchased, products already prepared and reasonable losses associated with reserving your event date.
Any payment received above the reasonable losses arising from the cancellation will be refunded.
Once final production has begun, these losses may represent a substantial proportion of the order value. Cancellations made after the final payment date will therefore be considered individually according to the work and costs already committed to the booking.
Any additional cancellation or payment arrangements specifically agreed for your event will be confirmed in writing.
Collecting your order.
Hestia Patisserie operates from a home kitchen in Wymondham, Norfolk. The full collection address and an agreed collection window will be provided once your order is confirmed.
Please arrive within your agreed collection window. If you're going to be early or late, please contact me as soon as possible.
Collections take place at the front door. As Hestia is also my home, please do not enter the property unless invited.
Where practicable, I will show you your order at collection so that its condition can be checked before you leave.
If you fail to collect your order without contacting Hestia, no refund will be due simply because the order was not collected. I will make reasonable efforts to contact you and, where the product remains safe and within its appropriate shelf life, may arrange an alternative collection time. Alternative collection cannot be guaranteed.
Taking your order home.
Once an order has been collected, you are responsible for transporting, handling and storing it appropriately and following any instructions provided by Hestia.
Cakes and delicate pâtisserie should be transported on a flat, stable surface, with the vehicle kept appropriately cool. They should not be transported on a seat or passenger's lap.
Hestia cannot accept responsibility for damage or deterioration caused after collection by unsuitable transport, handling or storage.
This does not affect your rights if there was a problem with the product when it was supplied.
When Hestia comes to you.
Delivery is available subject to location and availability and will be quoted separately unless expressly included in your order.
You are responsible for providing accurate delivery details and ensuring that somebody is available to receive the order at the agreed place and time.
If nobody is available, I will make reasonable efforts to contact you. Additional waiting time, a further journey or redelivery may incur an additional reasonable charge where necessary. Because Hestia products are perishable and deliveries are scheduled around other commitments, redelivery cannot be guaranteed.
Where Hestia has agreed to deliver and/or set up an order, responsibility for its safe transport remains with Hestia until the order has been delivered or set up as agreed.
Once an event order has been safely handed over or set up at the venue, responsibility for its subsequent storage, handling and service passes to the customer or venue as appropriate.
Made by hand.
Every Hestia product is made and finished by hand. Small variations in appearance, colour, finish and decoration are therefore a natural part of handmade pâtisserie.
Photographs, sketches and inspiration images may be used to establish the overall direction of a bespoke design but do not constitute a promise of an exact replica.
Seasonal ingredients, fresh fruit, flowers and other natural decorations may vary in size, colour and appearance according to availability. Where a substitution or significant design change is necessary, I will use reasonable care to preserve the agreed overall style of your order.
Flowers and other supplied items.
Where flowers, decorations, cake toppers or other items are supplied by a florist, venue, customer or another third party, Hestia is not responsible for their quality, condition, availability or suitability when supplied.
I will take reasonable care when working with third-party items that I have agreed to use. However, I reserve the right not to place or use an item where I reasonably believe it is unsuitable, unsafe or could compromise the food or finished product.
Hestia cannot be responsible for a change to the finished appearance caused by third-party items being unavailable, unsuitable or materially different from those expected.
Displayware.
Hestia displayware may be hired for weddings, dessert tables and other events, subject to availability.
Hire charges are based on the scale and quantity of displayware required and will be confirmed as part of your quotation.
A £150 refundable security deposit is required when hiring Hestia displayware unless otherwise agreed.
All hired displayware must be returned safely to Wymondham within one week of the event, unless another arrangement has been agreed in writing.
The security deposit will be refunded following the safe and complete return of the hired items. Reasonable costs associated with lost, missing, damaged or broken items may be deducted from the deposit. Where the reasonable cost of repair or replacement exceeds the deposit, the additional amount may also be charged.
Unless collection has been included in your quotation, returning the displayware is the customer's responsibility. If Hestia is required to make an additional journey to collect displayware that has not been returned as agreed, reasonable additional collection and travel charges may apply.
Allergens.
You must tell Hestia about any food allergies, intolerances, coeliac disease or other dietary requirements before your order is confirmed, even if you have ordered from Hestia previously.
Hestia operates from a shared home kitchen in which multiple regulated allergens are handled. While careful working and cleaning practices are used to reduce the risk of accidental cross-contamination, Hestia cannot guarantee that products will be completely free from traces of allergens handled within the kitchen.
Full ingredient and allergen information is provided with your order.
Please read the Allergen Information page before ordering if you or anyone eating your order has a food allergy.
If something isn’t right.
I take great care with every Hestia order. If you believe there is a problem with something you have received, please contact me as soon as reasonably possible so that I can investigate and try to put things right.
Where appropriate, I may ask you to provide photographs and to retain the product or remaining portion so that the issue can be assessed.
Nothing in these Terms & Conditions limits or excludes your statutory rights in relation to goods or services that are faulty, not as described or otherwise do not meet the standards required by law.
If I can’t fulfill your order.
In the unlikely event that illness, emergency or another circumstance means Hestia cannot fulfil all or part of your order, I will contact you as soon as reasonably possible.
Any payment made for goods or services that Hestia is unable to provide will be refunded.
Where practical, I may also try to help you identify an alternative supplier, but I cannot guarantee that an alternative will be available.
Questions?
These Terms & Conditions should be read alongside the details agreed for your individual order, including your quotation, invoice and any written order confirmation.
Where a specific arrangement has been agreed with you in writing for your booking, that agreement will apply alongside these Terms & Conditions.
If anything here is unclear or you have a question before ordering, please get in touch.
Last updated: September 2026