Question 1

Ordering

Accepted Answer

All products are made to order and personalised to your requirements.Orders are confirmed only once payment or the required deposit has been received (see Payment Terms below).We recommend placing orders at least 14 days in advance.Personalised orders placed within 14 days may be subject to a £10 rush order fee.

Question 2

Payments

Accepted Answer

Standard Orders (14 Days' Notice or More)A non-refundable 50% booking fee is required to secure your order.The remaining balance must be paid no later than 5 days before your collection or delivery date.Orders will not be completed or dispatched until full payment has been received.Short Notice Orders (Less Than 14 Days' Notice)Orders placed with less than 14 days' notice require full payment at the time of booking.As these orders are accepted at short notice, all payments are non-refundable.Personalised orders may be subject to a £10 rush order fee to cover express production and/or shipping costs.

Question 3

Cancellations

Accepted Answer

Standard OrdersThe 50% booking fee is non-refundable if you cancel your order.If you cancel after the final balance has been paid, refunds will be considered at The Icing Room's discretion, depending on how much work has already been completed and whether materials have been purchased.​Short Notice OrdersOrders placed with less than 14 days' notice are non-refundable once payment has been made.

Question 4

Changes to order

Accepted Answer

Minor changes may be accommodated where possible.Once production has begun, changes to colours, wording, designs or quantities may no longer be possible.Significant design changes may incur additional charges.

Question 5

Personalisation & Handmade Products

Accepted Answer

Customers are responsible for checking all names, spellings, dates and wording before confirming their order.All products are handmade to order. As a result, slight variations in colour, finish and decoration may occur.While every effort is made to match reference images and agreed designs as closely as possible, each order is individually handcrafted and therefore no two products will be exactly the same.Colours may vary slightly due to screen settings, lighting and the handmade decorating process.

Question 6

Collection

Accepted Answer

Collection is from Camberwell in South East London (SE5).Customers are responsible for collecting orders at the agreed date and time.Once an order has been collected, responsibility for the products transfers to the customer.The Icing Room cannot accept responsibility for damage occurring after collection.

Question 7

Delivery/Shipping

Accepted Answer

An estimated delivery date will be provided with your order. Orders will be dispatched with sufficient time to allow for delivery by the estimated date.The  Icing Room cannot be held responsible for delays caused by Royal Mail or any third-party courier.Customers are responsible for ensuring that the delivery address provided is correct. The Icing Room cannot be held responsible for orders sent to an incorrect address provided by the customer.Shipping starts from £3.65 via Royal Mail. Postage costs may vary depending on the size of the order and delivery service selected.

Question 8

Allergens

Accepted Answer

Products are prepared in a kitchen that handles common allergens including:Wheat (Gluten)EggsMilkSoyaNutsAlthough every effort is made to avoid cross-contamination, The Icing Room cannot guarantee any product is completely allergen-free.If you have any allergy concerns, please contact us before placing your order.

Question 9

Storage

Accepted Answer

Fondant CookiesStore in their heat-sealed bags or an airtight container.Keep at room temperature.Do not refrigerate/freeze unless advised.Best enjoyed within 2–3 week
NYC Cookies & Brownies Store in an airtight container. Best enjoyed within 5-7 daysCan last up to 10 days once refrigerated or 3 months once frozen. Cupcakes & Cheesecake Cups​​Refrigerate where advised.Consume by the date provided.

Question 10

Photography

Accepted Answer

The Icing Room reserves the right to photograph completed orders for use on our website and social media.If you would prefer your order not to be photographed, please let us know before collection or dispatch.

Question 11

Refunds

Accepted Answer

Due to the personalised nature of our products:Refunds cannot be offered for changes of mind.Refunds will not be issued where incorrect information has been supplied by the customer.If there is an issue with your order, please contact us within 24 hours of collection or delivery, including photographs where applicable, so we can investigate and resolve the matter.

Terms & Conditions