The terms that apply when you make an enquiry or place an order with Baked by Franny.
Last updated 13 July 2026
Baked by Franny is a sole trader business operated by Frances Ewurasi Hutchful, trading as "Baked by Franny," based in Leeds, West Yorkshire, United Kingdom. You can contact us at baked@byfranny.com. Our full trading address is available on request.
All order requests must be submitted via our Order Request form.
A pro forma invoice will be sent by email to the address provided in the Order Request form.
Submitting an Order Request does not create a contract between us. A contract is formed, and your order is confirmed, only once we have received full payment in line with the pro forma invoice. Fulfilment work begins only after that point.
Once confirmed, you will receive an order confirmation email and a calendar invite confirming the delivery or collection date.
Full payment is required to secure your order. Submitting the Order Request form does not, by itself, place an order, particularly for customised orders.
Full payment must be made at least 5 working days before the fulfilment date. Any order request where full payment has not been received by the end of that window is automatically cancelled and no contract is formed.
If you make payment after that 5-working-day window has closed but we're still able to accommodate the order, additional costs may apply, including express sourcing or shipping fees, and increased supplier costs that weren't applicable when the original invoice was issued.
Orders that don't require customisation but are paid for after the 5-working-day window will incur a £5 late fee. Orders paid for after that window cannot include customised toppers unless you agree to cover all express charges and additional sourcing time.
We do not accept orders with less than 3 days' notice, under any circumstances.
Cakes are made to your specification and are perishable, so the standard 14-day cooling off right under the Consumer Contracts Regulations 2013 does not apply to confirmed orders (regulation 28, goods made to a consumer's specification and goods liable to deteriorate). Instead, the following cancellation and refund terms apply to any confirmed, paid order.
| Cancellation notice before fulfilment date | Refund |
|---|---|
| More than 14 days | Full refund |
| 7 to 14 days (inclusive) | 50% refund |
| Within 5 working days | No refund, order is final |
Confirmed orders cannot be cancelled within 5 working days of the fulfilment date.
If toppers, decorations, or accessories have already been purchased for your order, their cost will be deducted from any eligible refund. In addition, we may retain up to 20% of the total order value, reflecting the time typically spent on consultation, design, sourcing, and administration by the point of cancellation.
If Baked by Franny is unable to fulfil a confirmed order due to illness, emergency, equipment failure, supply issues, or other circumstances beyond our reasonable control, you'll receive a full refund of everything paid. Our liability is limited to the amount you paid for the order, we're not responsible for indirect or consequential costs you incur as a result.
Inspiration photos are welcome. Exact replicas are never guaranteed. We'll take inspiration from your reference images, but every cake is made in our own style and is a unique creation.
Free delivery is available within 5 miles, or for collection from our Leeds studio.
Beyond 5 miles, delivery is charged at £2 per mile over the first 5 (10 miles works out at £10, 15 miles at £20). Beyond 15 miles, delivery is still available, the cost simply continues to depend on distance at that same rate.
On-site setup is charged separately.
Once a cake has been collected or delivered, responsibility for it transfers to you.
On fulfilment of your order, you'll receive one short video, three photos of your cake for personal or social use, an optional feedback form, and your final invoice.
We regularly photograph and film cakes in our own kitchen before they're delivered or collected, for our portfolio and social channels. This doesn't require your consent, it's a photo of the finished cake alone, on our own premises, and doesn't involve or identify you.
We'd also love to photograph or record your cake at the delivery or collection location. We'll ask you first. If you're happy for us to do this, let us know when you place your order (or at delivery); if you'd rather we didn't, that's fine too, there's no charge either way. Any media we do share is about the cake itself and isn't presented in a way that identifies you personally.
Standard ingredients may include flour, sugar, baking powder, eggs, unsalted butter, semi-skimmed milk, evaporated milk, salt, vegetable oil, vanilla essence, and tap water.
Gluten, milk, and eggs are present in all our cakes.
Fillings and additional ingredients may include salted caramel, jam, Oreo cookies and cream, Nutella, cream cheese, white chocolate, double cream, and ganache.
We operate in a kitchen that handles common allergens and cannot guarantee any product is completely free of them. Please tell us about any allergies when you order, and if you have a severe allergy, let us know so we can talk through whether we can safely accommodate it before you pay.
Changes to an order (design, size, flavour, or collection/delivery details) must be requested in writing and are subject to availability and, in some cases, additional charges. We can't guarantee a change once production has begun.
We're not liable for damage to the cake after it's been collected or delivered, including damage caused by transport, handling, storage, weather, or the venue.
We won't be held responsible for a failure or delay in fulfilling an order caused by circumstances beyond our reasonable control, including severe weather, supplier failure, accidents, illness, or similar force majeure events. Where this happens, we'll do our best to communicate with you and offer a fair resolution.
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded or limited under English law (for example, liability arising from an allergic reaction caused by our failure to follow the allergen information you gave us).
If something's gone wrong, contact us at baked@byfranny.com and we'll aim to acknowledge your message within 48 hours. Most issues can be sorted out directly; if we can't resolve something between us, you can contact your local Trading Standards service or Citizens Advice for guidance.
These terms are governed by the law of England and Wales. Disputes may be brought in the courts of England and Wales, or in the courts of the part of the UK where you live if that's different.
By submitting an order request and making payment, you confirm that you agree to these Terms of Service in full.