GIFTED HEART CAKES AND DEALING WITH COVID
In light of the challenging times we are all facing with the outbreak of COVID-19 (Coronavirus), I wanted to update our valued customers and followers about how Gifted Heart Cakes are dealing with the ongoing situation.
All cake orders that remain on our books for 2021 will be honoured as contracted.
Having said that, we know that the situation is changing by the minute, and that additional cancellations or postponements are imminent.. We are following government advice and guidelines closely and monitoring each development. Caring for the health and safety of our customers and team.
REMOTE AND CONTACTLESS DELIVERY / COLLECTION SERVICE
Our cakes are produced in isolation and delivered and set up using appropriate gloves/mask/PPE. For collection we ask that you arrive with a clear boot area in your car. That the boot is opened for us. We will then place your cake box into the car for you for viewing. Payments are contactless online.
WE ARE HERE FOR OUR CUSTOMERS
We completely understand the disruption this pandemic has caused to everyone’s daily lives and the impact it may have on our customers’ plans and well being.
Our cancellation policy still applies (view full policy here), but we are offering as much flexibility as possible to our customers during these times.
GETTING IN TOUCH WITH US
Like most other small businesses, we are navigating an unprecedented and uncertain landscape, but with hope and positivity that we will eventually be back to full scale weddings and celebrations. Please feel free to get in touch with us if you have any worries at all. I have listed some helpful FAQs for you below:
1.1 WHAT DOES LIFE LOOK LIKE AT GIFTED HEART CAKES RIGHT NOW?
98% of our orders for 2020 and into the next 16 weeks have now been cancelled or postponed. The wedding industry has been hit massively hard by this pandemic, particularly since our livelihood depends on the very thing we can’t (and shouldn’t!) do right now — celebrate together in large social gatherings. Myself Stu and Alex are all housebound waiting for lockdown to be finally over!
Since we are not a retail location, we continue to operate on a remote basis.. We will be constantly re-evaluating our plans on a daily basis, and are listening carefully to all guidance and recommendations with regard to our operations.
1.2 HOW DOES BOOKING WORK DURING A PANDEMIC?
All of our bookings now follow our remote service option. We are happy to have an initial chat/exchange of emails with you regarding your cake and if you feel we are the right company for you and you decide you would like to book then there is an initial payment of £150 (Non-refundable as it covers the cost of the following: This secures your wedding date with us, provides you with a remote consultation session and design session, final cake designs that we computer generate for you a selection of delicious samples sent to you and email/telephone support) we then keep in touch along the way and your final balance is due the month before the wedding
1.3 WHAT HAPPENS IF WE NEED TO CANCEL OUR WEDDING DATE AND MOVE TO A NEW DATE?
If your wedding is unable to go ahead, or you negotiate with your venue to change to a date with hopefully less restrictions, please do not panic. We are more than happy to work with you and will be very happy to carry your initial payment of £150 across to book a new date for you. (As long as we have the date available) We do not charge rebooking fees.
1.4 WHAT HAPPENS IF WE NEED TO CANCEL OUR WEDDING BUT DONT WISH TO REBOOK?
We do understand how distressing this time has been to our couples and for some of you may be the last straw at the moment. If you have paid any monies over your initial payment, (Please see the above reasons (1.3) and our T and Cs for why this is not refundable due to the work we have carried out on your behalf) this will be refunded so long as you have cancelled the order in plenty of time so that further work on your cake has not yet begun. The key is communication and we will do everything we can to help, including an option to keep your order open, that will be valid for 3 years, so you have the option to come back and pick up whenever you are ready.
We are so incredibly grateful to all of our couples, industry friends, and personal friends of ours who have reached out to help and check in with us. Please remember that we are here to help and support you. It's a stressful time for us all, let's be kind to each other :)
Thank you so much for your love and support.
Emma, Stu, and Alex