TERMS AND CONDITIONS

Welcome to Velvet Crumbs – Cakes & Gifting House.

These Terms and Conditions govern all orders placed through our website and customer service channels, including WhatsApp, Instagram Direct, Facebook Messenger and telephone calls.

Please read these Terms and Conditions carefully before placing an order. By purchasing any product or service from Velvet Crumbs, you acknowledge that you have read, understood and agreed to the terms outlined below.

1. Ingredients and Allergens

Our cakes, fillings, icings and other baked products may contain or come into contact with common allergens, including dairy, wheat, soy, nuts and other allergenic ingredients.

• Customers are responsible for informing us of any allergies or dietary restrictions before confirming an order.
• While we take reasonable precautions when preparing our products, we cannot guarantee that any product is completely free from allergens.
• Customers are responsible for informing their guests or intended recipients about relevant allergen information.
• Velvet Crumbs shall not be held liable for allergic reactions arising from the consumption of our products where the relevant allergen information has been communicated or where cross-contamination cannot reasonably be ruled out.

For the best quality and freshness, all cakes and baked products should be consumed within 48 hours of delivery, unless otherwise specified. Customers should follow any storage instructions provided.

2. Order Placement and Confirmation

Orders may be placed through our website or any of our official customer service channels.

• An order is considered confirmed once the required order details have been provided and payment or the agreed deposit has been received.
• Customers must ensure that all order details, including product selection, flavours, inscriptions, delivery address, recipient contact information and preferred delivery date, are accurate.
• Velvet Crumbs reserves the right to decline or cancel an order where fulfilment is not possible, subject to applicable refund obligations.

3. Delivery Policy

We aim to deliver all orders safely and within the agreed delivery timeframe.

Deliveries will be made to the address provided by the customer during checkout or through our customer service team.

Velvet Crumbs will make one delivery attempt. If delivery cannot be completed due to circumstances attributable to the customer or recipient, additional delivery charges may apply for any subsequent attempt.

An order may be considered successfully delivered where:

1. The delivery address provided is incorrect or incomplete.
2. The recipient is unavailable at the agreed delivery time.
3. The premises are locked or inaccessible.
4. The telephone number provided is incorrect or unreachable.
5. The recipient declines to accept the delivery.
6. The product is received by an authorised person, such as a gate attendant, receptionist or neighbour, where appropriate.

Where delivery is unsuccessful, the customer may be required to arrange collection or pay an additional delivery fee.

4. Delivery Handling and Customer Responsibility

Velvet Crumbs takes reasonable care to ensure that products are packaged, transported and delivered in good condition.

Once a product has been handed over to the customer, recipient or an authorised representative in good condition, responsibility for its subsequent handling, storage and care transfers to the receiving party.

Customers are expected to follow the storage and handling instructions provided, particularly for cakes and other temperature-sensitive products.

Where a customer or recipient is unavailable at the agreed delivery time and cannot be reached, the product may be returned to our premises. The customer will then be responsible for arranging collection or a new delivery at an additional cost.

5. Product Appearance and Substitutions

We make every effort to ensure that our products match the descriptions and images displayed on our website and social media platforms.

However, slight variations may occur due to differences in ingredients, seasonal availability, production techniques and creative customisation.

In particular:

• Cake designs, icing details, colours and decorations may vary slightly from reference images.
• Flower arrangements may differ depending on seasonal availability and supplier stock.
• Where a particular ingredient, flower, decoration or packaging material is unavailable, we reserve the right to use a suitable substitute of equal or higher value.
• Any substitutions will, as far as reasonably possible, maintain the original design, theme, colour scheme and overall quality of the selected product.

Where a significant change to the requested product is necessary, we will endeavour to communicate with the customer before proceeding.

6. Flower Delivery and Substitution Policy

Flower arrangements are subject to seasonal availability and market supply.

Although we strive to maintain the appearance, style and colour scheme of the arrangements displayed on our website, exact replicas cannot always be guaranteed.

Where substitutions are necessary:

• Our florists will select flowers or containers of equal or greater value.
• We will endeavour to maintain the intended arrangement style, theme and colour combination.
• Where a specified flower or colour is unavailable, a suitable alternative may be used.

The quantity and overall presentation of the arrangement will be maintained as closely as reasonably possible.

7. Money Gift Delivery

Where offered, money gifting services refer to the transfer of monetary gifts to designated recipients facilitated by Velvet Crumbs.

The following conditions apply:

• Money gifts may only be sent to and received by individuals aged 18 years and above.
• A service commission of 5% may apply to each money gift transaction to cover applicable handling and administrative costs.
• The recipient will receive the net amount after deduction of the applicable commission.
• Recipients may use the funds received to make purchases through our website or official customer service channels, subject to the applicable service terms.
• Completed money gift transactions are non-refundable.
• Where a transaction is cancelled before completion, any eligible refund will be processed after deduction of applicable non-refundable charges.

Velvet Crumbs reserves the right to request additional information or documentation to verify the legitimacy of money gift transactions.

We do not support money laundering, fraud or any other unlawful financial activity. Suspicious transactions may be declined or reported to the relevant authorities in accordance with applicable Kenyan laws.

8. Wedding Cake Orders and Deliveries

Wedding cakes and other large event orders require special coordination.

Customers are encouraged to place wedding cake orders well in advance to allow sufficient time for planning, preparation and delivery arrangements.

For wedding venue deliveries:

• We will contact the venue in advance, where necessary, to coordinate a suitable delivery time.
• Where Velvet Crumbs is responsible for setting up the cake, we will endeavour to photograph the completed setup before leaving.
• Where possible, we will obtain confirmation from the venue representative that the cake has been received in good condition.
• If the venue is responsible for setting up the cake, we will provide the necessary handling and display instructions and, where possible, obtain acknowledgement of receipt.

Once the cake has been handed over in good condition, Velvet Crumbs shall not be responsible for subsequent damage resulting from improper handling, storage, movement or failure to follow the instructions provided.

9. Delivery Timings

Our standard delivery hours are 8:30 a.m. to 7:00 p.m.

For same-day orders, customers should place their orders before 3:00 p.m. to allow sufficient preparation and delivery time.

Orders received after this time will be assessed based on availability and operational capacity. Where same-day delivery is not possible, delivery may be arranged for the following day.

Customers may indicate preferred delivery times in the special instructions section when placing an order. However, specific delivery times are subject to availability and confirmation.

We cannot guarantee deliveries very early in the morning or late in the evening unless expressly agreed in advance.

Delivery delays may occur during circumstances beyond our reasonable control, including:

• Severe weather conditions.
• Traffic congestion and road closures.
• Public demonstrations, riots or strikes.
• Elections and other major public events.
• Peak gifting periods such as Valentine's Day, Mother's Day, Christmas and New Year's Eve.

We will make reasonable efforts to communicate any significant delivery delays to affected customers.

10. Change of Delivery Address

Customers may request a change of delivery address.

• Address changes requested at least 24 hours before the scheduled delivery may be accommodated without an additional address-change fee.
• Requests made less than 24 hours before delivery may attract an additional convenience or delivery charge.
• Any additional costs resulting from a change in delivery location will be communicated to the customer.

All address changes are subject to operational feasibility and confirmation by Velvet Crumbs.

11. Order Amendments and Modifications

Customers may request changes to their orders within a reasonable timeframe.

To allow adequate preparation time, all changes should ideally be communicated at least 24 hours before the scheduled delivery date and time.

The following conditions apply:

• Changes to flavours, designs, quantities, inscriptions and other order details are subject to availability.
• Where an amendment increases the order value, the customer will be required to pay the additional amount.
• Substitutions will generally be accommodated using products of equal or higher value.
• Where an amendment reduces the original order value, the difference will not automatically qualify for a cash refund once production or preparation has commenced.
• Changes to delivery locations may attract additional charges.

Velvet Crumbs reserves the right to decline amendments that cannot reasonably be accommodated due to production schedules or product availability.

12. Delivery Charges

Delivery charges are calculated based on the destination, distance and applicable delivery arrangements.

Our delivery coverage may include:

• Nairobi Central Business District (CBD).
• Nairobi and its surrounding areas.
• Other towns and locations within Kenya, subject to availability.

Applicable delivery charges will be displayed during checkout or communicated by our customer service team before order confirmation.

Any additional charges arising from changes to the delivery destination or unsuccessful delivery attempts will be communicated to the customer.

13. Damaged or Incorrect Deliveries

We take reasonable precautions to ensure that all products leave our premises in good condition.

Customers are advised to inspect their orders immediately upon receipt.

Any concerns involving damaged, incorrect or defective products must be reported within 24 hours of delivery.

Reports should include clear photographs or other reasonable evidence showing the nature of the damage or issue.

Where a third party collects an order on behalf of the customer, that person may be required to acknowledge receipt and confirm that the product was received in good condition.

Once a product has been accepted in good condition, Velvet Crumbs will not be responsible for damage arising from subsequent handling, transportation, storage or misuse by the customer or recipient.

Each complaint will be reviewed individually, and appropriate remedies, where applicable, will be determined based on the circumstances and applicable consumer protection laws.

14. Payment Terms and Accepted Payment Methods

All transactions conducted through the Velvet Crumbs website are processed in Kenyan Shillings (KES), unless otherwise stated.

We may accept payments through available payment channels, including:

• M-Pesa.
• Visa.
• Mastercard.
• Other payment methods made available at checkout.

Where payments are made in foreign currencies, the applicable payment provider or financial institution may determine the exchange rate and conversion charges.

Payments processed through third-party payment providers are subject to their respective terms, conditions, exchange rates and processing timelines.

Velvet Crumbs shall not be responsible for delays or transaction failures caused by third-party payment service providers, although we will endeavour to assist customers in resolving payment-related issues.

Orders requiring advance payment or deposits will only be confirmed once the agreed payment has been received.

15. Cancellations and Refunds

Customers who wish to cancel an order should contact Velvet Crumbs as soon as possible through our official communication channels.

Cancellation and refund requests will be assessed based on the order type, preparation stage and any costs already incurred.

• Orders cancelled before preparation or production begins may qualify for a refund, subject to any applicable non-refundable transaction charges.
• Customised cakes, personalised gifts and special event orders may not qualify for a full refund once production or preparation has commenced.
• Where Velvet Crumbs is unable to fulfil a confirmed order, an appropriate refund or alternative arrangement will be communicated to the customer.
• Refunds, where approved, will be processed through an appropriate payment channel within a reasonable timeframe.

Nothing in this policy limits any rights or remedies available to customers under applicable Kenyan consumer protection laws.

16. Links to Third-Party Websites

Our website may contain links to third-party websites, platforms or services for convenience.

These external websites are not operated or controlled by Velvet Crumbs. We are therefore not responsible for their content, privacy practices, accuracy, availability or terms of use.

The inclusion of any third-party link does not necessarily imply endorsement, approval or affiliation with the website or its operators.

Customers who access external websites do so at their own discretion and are encouraged to review the applicable terms and privacy policies.

17. Limitation of Liability

Velvet Crumbs takes reasonable care in preparing, packaging and delivering its products.

However, to the extent permitted by applicable law, we shall not be held responsible for losses or damages arising from circumstances beyond our reasonable control, including incorrect information supplied by the customer, recipient unavailability, improper handling after delivery or failure to follow product storage instructions.

Nothing in these Terms and Conditions shall exclude or restrict any liability that cannot lawfully be excluded or restricted under Kenyan law.

18. Privacy and Customer Information

Information provided by customers during order placement, payment and delivery arrangements will be used for purposes such as processing orders, arranging deliveries, communicating with customers and providing customer support.

We will take reasonable steps to safeguard customer information and handle it in accordance with applicable data protection laws in Kenya.

Customer information will not be used for unrelated purposes without an appropriate legal basis or consent where required.

19. Changes to These Terms and Conditions

Velvet Crumbs reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in our services, business operations or applicable laws.

Any updated terms will be published on our website. Customers are encouraged to review this page periodically.

The terms applicable to an order will be those in effect at the time the order is confirmed, subject to applicable law.

We appreciate your trust in Velvet Crumbs and look forward to making your celebrations sweeter and your gifting moments more memorable.