How do we deliver your products?
I use Royal Mail first class to deliver my products and this is included in the price. The delivery usually takes 1-3 days depending upon circumstances at the time of posting.
What if there’s an issue with my delivery?
Unfortunately delays or lost parcels can happen and if there is any issue please contact me as I will try help where I can. Your tracking number is provided to you so you can track your parcel yourself. It is your responsibility to ensure you are available for a delivery and if it’s missed please follow the appropriate steps with Royal Mail. A parcel is only considered ‘lost’ by Royal Mail after 10 working days and only then I’ll be able to make a case for a complaint.
Do you post internationally?
Not currently but we do deliver to Ireland and Northern Ireland.
Do you offer local delivery?
Yes, I can deliver locally in Leeds or Bradford for free for items purchased via the website, please request this at the time of purchase and this will only be done if I am able. I make and send everything fresh and I will aim to get local deliveries with you the same day or the next day depending on time and availability.
Please note that every effort will be made to deliver when stated, please let me know if you are not going to be in and we can make alternative arrangements.
For custom cakes we can offer curbside collection from BD4 8HE so please message or call to book this. Local delivery to the Leeds and Bradford areas can be made for a charge, Dm to enquire for prices.
Do I need to be in to receive the delivery?
Yes you will need to be in as the parcel doesn’t currently fit through the letterbox. Please use the tracking information provided to make sure you receive your order, this is your responsibility. If you miss your delivery please follow the instructions from Royal Mail.
How can I make an order or arrange a collection?
You can order via the website: www.luxvegancakes.co.uk, call Lux on: 07553544521 or DM me on Instagram at @luxvegancakes. You can also go to the Facebook page for more information and to order your cakes and bakes.
I ask for full payment at the time of ordering and take bank transfer or cash.
Refunds will not be issued under any circumstances.
Do we offer refunds?
All products are made and packed with care with the aim of them reaching the customer in optimum condition. However, if any damage occurs during transit you must notify Lux Vegan Cakes within 24 hours of receipt and provide photographic evidence.
A replacement will be offered if deemed appropriate and a refund will be offered if products are damaged beyond a reasonable state and photographic evidence will need to be provided. You will not receive a refund if it is down to personal taste and not a legitimate reason.
Please note Lux Vegan Cakes will not issue refunds or replacements for parcels that have been ‘signed for’ by someone other than the recipient.
Lux Vegan Cakes cannot be held responsible for any loss or delays due to mis sorting, strikes and delays due to strikes with Royal Mail or at the Post office or delays due to inclement weather or ‘Acts of God’.
I have an allergy/ intolerance to an ingredient. What can I do?
Please advise at the time of ordering any allergies or intolerance and if any alternative ingredients are needed. Whilst every care is taken in the kitchen and during packing the products are produced in a space that uses wheat, gluten, soya, dairy and nuts and may contain traces of the aforementioned.
Allergies or intolerances can be catered for such as nut free, gluten free, alcohol free etc but please get In touch for more information. No liability will be taken if you do not state your needs at the time of ordering.
When I receive the item how should I store it?
I recommend eating your goods on arrival. If you have any left, please transfer your goods to an airtight container in order to preserve the freshness for longer. Everything is made using ingredients without preservatives so won’t last forever, generally eat within a week.
The goods can also be frozen for up to a month. Defrost and serve at room temperature.
If it’s a heatwave and your product is affected by the heat please use your common sense and place in the fridge and enjoy as normal.
What do you use to pack the products?
I take great care in using biodegradable and recyclable products for deliveries I use cardboard boxes that can be recycled, and any packaging used inside is recyclable also. Any glass jars used can be washed and reused too.
I package my products in a way to make sure they get to the customer in their intended state. Whilst every care is taken, I cannot be held responsible for any mishandling in the postage process.
Do you offer wholesale or catering services?
Yes, we can do this and please contact us for wholesale prices and to order.
Do you make custom orders and how do I place a custom order?
Yes, we offer a handmade custom ordering service. This includes birthday and occasion cakes, gluten free cakes, large orders, cupcakes, dairy free, egg free, wheat free, nut free etc orders. Please call or DM us for more details.
