Customer Service

Our customer service personnel are available from Monday to Friday, 9am to 5pm. If you wish to discuss a new order, have a query regarding an existing order or would like to find out more about KTea’s Tearoom & Bespoke Cakes contact us by email at kteacakes@gmai.com or call +44 (0)1969 622 900.

Ordering

Cake and cupcake orders can be placed online. Information about customisation options, minimum orders and lead-times can be found in the relevant product description section on our online shop. Alternatively, you can call one of our team on +44 (0)1969 622 900 or send an email to kteascakes@gmail.com.

Click & Collect

Cakes and cupcakes orders can be collected from our in-store address, KTea’s Tearoom & Bespoke Cakes, 27 Market Place, Leyburn, North Yorkshire DL8 5AS. The Tearoom is open 7 days per week from 9.30am to 5pm (Mon – Sat) 10am to 4pm (Sunday). Simply choose ‘collection’ as well as your preferred date and time when placing your order online.
Customers are required to provide a valid order confirmation number and sign a disclaimer note upon collection to confirm that your order has been received in good condition. Once collected, the responsibility for any damage through transportation lies with the customer.
Should for any reason an order not be collected in time, we will retain it for 24 hours to allow you sufficient time to call our customer service team on +44 (0)1969 622 900 to re-arrange a new time for collection.  Please note that we do not offer refunds or replacements for orders that have not been collected within 24 hours after the agreed date and time.

Delivery

Freshly baked cakes and cupcakes are available for delivery by courier within the Wensleydale, Swaledale and Hambleton Areas (except on bank holidays).  Simply choose a delivery date and time slot when placing your order online. To find out if your postcode falls within our delivery area, please click here. Please provide clear delivery instructions and a contact number for our delivery driver. If, for any reason, the delivery cannot be accepted at the agreed time and location, our driver will take your order back and we will retain it for the next 24 hours during which time you can call us to request re-delivery at an additional charge or to arrange personal collection from the Tearoom.

Changes To Existing Orders

If you have spotted an error on your order confirmation or would like to make changes to an existing order, please notify us within:
6-inch layer cakes and cupcakes: 24 hours before delivery or collection.

All cakes larger than 6-inches, or any other cakes and cupcakes from our birthday and special occasion collections: 72 hours before delivery or collection.

Please note that any changes to your existing order may be chargeable.  We therefore recommend that customers always double check order details, such as dates, cake size and personal messages, before confirming their order as we may not able to offer refunds or replacements if incorrect information has been given.

Cancellation

If you wish to cancel your cake order you must give us the following minimum notice to qualify for a credit or refund:
6-inch layer cakes and cupcakes: 48 hours (2 working days) before delivery or collection
All personalised decorations, cakes larger than 6-inches, or any other cakes and cupcakes from our birthday and special occasion collections: 7 days before delivery or collection.

Refunds & Returns Policy

We will always do our best to prepare, pack and deliver your product(s) with the utmost care. Nevertheless, accidents can happen and so we ask that you check your order is correct before signing your delivery/disclaimer note. In the unlikely event that you find your order is incorrect, incomplete or damaged on delivery, please inform our customer service team immediately on +44 (0)1969 622 900 and we will do our best to send a replacement in time.
To claim a credit or refund, please return the item to us for inspection or provide photographic evidence together with a proof of purchase (till or online receipt) within 48 hours upon receipt. Unfortunately, we are not able to offer any refunds without the requested evidence and proof of purchase.
Please note that we can only credit a refund to the card used to purchase the item.