Cake Policy

CONTACTING US

To order a cake, please call Vilma’s Bakery at (845)942-8200, we will take all CUSTOM cake orders on the phone or with a visit to our store at 29 Main St, Haverstraw, NY 10927.  You can order different pre-selected style cakes online, at www.vilmasbakery.com.  

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PAYMENTS

We accept Cash, Checks, Debit, and All Major Credit Cards.  

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ABOUT THE CAKE

Not all the pieces used to decorate the cake are edible, example flowers, images, toppers.  We recommend that before cutting the cake to serve to guests, to take off any pieces that are on the cake and only serve the cake portion. Please ask us if you have any questions about what is edible or not. 

If you wish to have fresh flowers arranged on your cake, we only supply fresh roses, if you wish to have different fresh flowers, it is your responsibility to supply the flowers (whether they are self-sourced or ordered through your event florist). In choosing to have fresh flowers arranged on your cake, you acknowledge that fresh flowers are not food products. If we have been informed prior to the event date that fresh flowers will be supplied for your cake, we will gladly arrange these flowers on your cake for you, upon our arrival on site. However, all responsibility for the freshness, color, overall condition, and cleanliness of the flowers rests with you (and/or the event florist).

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CAKE PACKAGING

We have a variety of different boxes to accommodate different size cakes.  We will try to make sure that each cake is boxed and properly closed, but please understand that many of the cakes are too big for the boxes and can not be properly closed, leaving the cake exposed.   We will best package the cake for transport and help you put the cake in your car to help with the transport . 

 

CLIENT RESPONSIBILITY/TRANSPORT

 *PLEASE NOTE: All of our cakes and cupcakes are stored in a cool area at the bakery.  They will be cool when you pick them up, as this allows for better and safer transport.  If you pick one day prior to the day you are cutting the cake, we recommend you store the cake in your refrigerator until about 2-3 hours prior to serving.  If you picked up the cake the same day you are cutting it, refrigeration is not required, but it is recommended.  

All products and cakes are the client’s responsibility upon leaving the bakery, unless it is being delivered by us.

Keep in mind that cakes are very fragile and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc.

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CAKE PICK UP INSTRUCTION

Important instructions for preparing your car and delivering your cake 

• The best way to transport your cake is in the back of a van, or SUV. If none of these options are available, it is possible to transport smaller sized cakes on the floorboard of a car, or carried by a person in your car.  

• Please prepare the vehicle in advance of picking up the cake by clearing out any loose objects and vacuuming/shaking out any debris.

• On warm days, it is imperative that your vehicle have a working cooling unit (air conditioning). Please run it before your pickup until your car’s interior is cool.

• Allowing pets to be in the car during a cake transport is strongly discouraged.

• Driver must take extreme caution, keeping the vehicle level at all times, especially when turning corners, and must avoid any sudden acceleration, cornering or aggressive braking.

• Upon arrival at the event venue, be sure to set up the cake in a cool display area away from sunlight (and away from anywhere sunlight might move to) without delay

• Please drive carefully, keep cake lying FLAT in the car.  If you need help with your car please let us know and we will help you set up the cake in your car. 

• Please come to the store with a clean car.  Having extra garbage or debris in the car can cause the cake to get damaged.  

If you are not sure of the proper transport and care of the cake, please ask. We will gladly help you set up the cake in your car for best transport.  

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RUSH FEES

Our custom order of cakes usually fills up 1-2 weeks in advance.  We understand that things happen and sometimes you desperately need a last minute custom cake.  We may, at our sole discretion, be able to get your order into the schedule and an extra fee may be applied depending on the timing of the cake order/availability.  

 

PAYMENT IN FULL POLICY

WE REQUIRE a 50% DEPOSIT PAYMENT for all custom orders or FULL Payment  TO BOOK ALL ORDERS.  THIS MEANS YOUR ORDER IS NOT BOOKED OR GUARANTEED UNTIL PAYMENT or DEPOSIT IS RECEIVED. Although we may discuss your order’s details, if you do not pay your invoice, we do NOT have your order confirmed and planned in our calendar.  It is important that you communicate with us should there be an issue with you making immediate payment to book your order.  Otherwise, you run the risk of losing availability. NO REFUNDS WILL BE GIVEN FOR CANCELLATIONS.  NO EXCEPTIONS.   

Payments are nonrefundable. 

However, IF there is an issue after you have paid for your order, we will give you store credit as follows:

• If you cancel a celebration cake at least a week prior to scheduled pick up day, we will credit 100% of purchase price toward a future order.

• If you cancel a celebration cake less than 72 hours prior to scheduled pick up day, NO REFUND will be given. 

 

HOURS AND PICK UP TIME

Our hours for CAKE PICK UP are Monday-Saturday 8:00am - 7:00pm, and Sunday 8:00am - 3:00pm. 

We may ask for an approximate pick up time.  This allows us to plan our strict schedule of the order in which to complete our cake orders each day.  If you need to pick up much earlier than you planned, please contact us right away and we will try to accommodate, but we can not promise a change on time.  

 Please make sure to pick your cake up PRIOR to our closing time. We do understand that emergencies arise, and are willing to accommodate those times, as much as possible. However, we cannot guarantee the availability of staff for an after-hours pick up.  It is YOUR responsibility to pick up the cake, we will try to get in contact a few hours before closing time.  

 

REFUNDS

We promise to do our best to provide the best tasting and best looking cakes to every client. Custom orders are created with love by our talented staff just for you.  Please keep in mind that no two pieces of art made by people are ever exactly alike. Every order is hand-made. Decorative finishes are done by hand and are subject to the artistic interpretation of our trained cake decorators. You may provide us with a photograph for inspiration and duplication; however, we make no claims for exact duplication of the work done by another cake artist.

 

Once an item has been picked up by You or Your Designated Party, it is considered “Accepted”.  Accepted means that you, the client (or your designated party), has looked at the item and was satisfied with it.  Once the cake leaves our store, the cake is considered “accepted” as is and then the cake becomes the responsibility of the client.  We ensure to show the cake to all customers before leaving the store.  

In the event that we have made a major mistake to the design theme (butterflies instead of dinosaurs for example), and you alert us at the time of pickup, every attempt will be made to correct this error in a timely manner, before you leave. We will deal with all refunds depending on each scenario, refunds can be given as store credit or getting money back.  

 

While it makes us very sad to make mistakes, and we will never knowingly disappoint you, please remember that people, not machines, are designing your cakes.

No refunds will be given for minor color or design discrepancies/variations.

If you pick up your cake, and you notice any issues/errors that you want to get corrected, it is your responsibility to speak to us about it at pick up, so we can discuss how we can correct the mistake.  Once the cake leaves the store the cake is your responsibility.  

 

If a major mistake in flavor is found after leaving with the cake (at the time of cutting it), please notify us immediately.  If it is found that we served you an entirely incorrect flavor, you will be credited a portion of what you paid (amount depends on size) for the portion of the cake that was an incorrect flavor.  

All details for your cake must be provided to us at the time of ordering the cake.  NO CHANGES TO DESIGN, SIZES OR FLAVORS ARE PERMITTED within 4 days of the pick up date.  If possible we will try to accommodate the change as much as we can, but we ask that it be done 4 days prior to the pick up date.  

 

PROCESSING OF REFUNDS

In the event a refund is deemed appropriate, it will be issued by electronic refund if you paid with a credit/debit card, or if you paid with cash, you will need to pick up the cash at our store.  Refunds to your card will be issued within 14 days. 

 

NO SHOWS AND UNCLAIMED ORDERS

In the event you fail to pick up your order, the same rules apply:  It is YOUR responsibility, not ours, that you make arrangements to pick up during normal business hours.  These hours are posted on several pages of our website, on Google, Facebook, and the bakery doors.  There will be NO REFUND made for any orders that were not picked up.  Further, we reserve the right to resell the items.  In cases in which a deposit was the only payment received, we will likely resell the items.  

 

DAMAGED CAKE REPAIRS

If you bring a cake back to us, we may be able to repair it, depending on availability of staff; but you may incur a minimum $50 repair charge. Depending on the extent of the damage, the original cake may not be suitable for repairs and may need to be replaced. In such instances, additional charges may apply. 

Photographs of Your Cake – We reserve the right to take and use our own photos of your cake(s) to use for marketing and promotional purposes without compensation to you. We may also request photographs from your photographer for the same purpose, although we would credit the photographer in our marketing (if the photographer agrees thereto)