Terms of Service


Caffè Concerto cakes and products are hand-made. Therefore, there may be slight natural variations in appearance.

When placing an order for a cake that has fresh fruits or fresh flowers, please be mindful that fresh fruits and fresh flowers are seasonal, and we can't guarantee that the cake will be as the picture.

When placing an order for a cake that has icing flowers, please be mindful icing flowers are non edible decoration and should be removed from the cake before serving  and we can't guarantee that the cake will be as the picture.

We reserve the right to replace unavailable components with those of equal or better quality.

At the time of collection or delivery, you will be asked to check the appearance of the cake. Please take the time to inspect the order and contact us if there are any defects.

Our products are made in a busy environment where GLUTEN, EGG, SOYA, MILK, NUTS  and other ALLERGENIC ingredients are used. Due to the nature of our food operation, we cannot fully guarantee that any food will be 100% completely free from any allergens. Please note that we can’t guarantee our dishes or any product we serve are allergen-free.

Consequential Costs

Caffè Concerto will make every effort to create the cake you want and deliver it in perfect condition.

In the unlikely event that this does not occur, Caffè Concerto will take reasonable steps to rectify the situation and ensure you have a cake you are happy with.

However, Caffè Concerto does not accept any responsibility for consequential costs or emotional distress due to errors with products or delivery.

This does not affect your statutory rights.


Please note this cancellation policy only applies to orders placed on or after 01/01/2023.

We can only guarantee a full refund of your order up to 14 days prior to the collection or delivery date.

Please note that if you cancel between 14 days to 72hrs prior to delivery or collection date, you will receive a maximum of 50% of the order total.

In the event of cancellations within 72hrs of collection or delivery, Caffe Concerto reserves the right to retain the total value of the order to cover costs.

Please note if you place an order for collection or delivery within 72hrs, you are ordering it in a non-cancellation period. Therefore, Caffe Concerto reserves the right to retain the total value of the order to cover costs.

Orders placed for next-day delivery cannot be amended, altered or cancelled once placed.

Once your order has been fulfilled, no amendments or cancellations can be made.

Customer Complaints 

We work hard at Caffè Concerto to ensure your complete satisfaction with our products.

If you are not entirely satisfied with your purchase or the standard of our service from an in-store experience or product collected in-store, you should first speak to the manager of the Caffè Concerto branch.

Alternatively, you can contact us at Head Office via email: customerservices@caffeconcerto.co.uk

Caffè Concerto customer care team give all complaints urgent attention. Every complaint will be acknowledged within five working days, and we will endeavour to resolve the matter within 15 working days.

Afternoon Tea in Store Experience, Gift Vouchers and Gift Cards

Vouchers and Gift Cards are valid for a year from purchase. The gift voucher expiration date will be stated on them and cannot be used after that date. Gift Cards expiration date will be one year from the purchase date and cannot be used after that date.

Vouchers and Gift Cards cannot be replaced if lost, stolen, or destroyed.

Vouchers or Gift Cards cannot be refunded or exchanged for cash or other denominated vouchers.

Experience Vouchers are set to a specific activity, and no change will be given.

Vouchers cannot be used in conjunction with any special promotions, discount tokens, coupons, or cards.

Vouchers cannot be sold to any third parties without our consent. If we do give our consent, then such consent may be subject to any conditions which we impose. In any event, you may not sell the Vouchers through the internet without our express written consent, which you must obtain before making any such sale. We reserve the right at all times to refuse to permit any sale of Vouchers by you to a third party.

To be redeemed in-store only for an afternoon tea for two experiences. This cannot be redeemed against any other menu items in the store.

Vouchers and Gift Cards cannot be used online and can only be redeemed in Caffè Concerto stores.

Gift vouchers and Gift Cards will be shipped separately and not with bakery items.