1.0 Business hours:

While we don’t have a formal storefront, our website https://cocosweetsng.company.site/ is available to take orders 24/7. Other channels including WhatsApp, Phone calls, Twitter, Instagram, Google Maps and Facebook are available from 9am to 5pm (weekdays) and 11am to 4pm on Saturday. We do not take orders in the bakery on Sundays.

We do generally offer scheduled pick-ups from our bakery during our open hours as stated above. This can vary with seasonal changes, holidays, and our availability due to weddings or large custom orders.

Kindly reach out to schedule ahead if you will be picking up from the bakery. (Address: Flat 1, Block D, Moore road, off Herbert Macaulay way, Yaba, Lagos.

2.0 Communication/Questions:

Responses are usually within 24 hours if it’s a business day. For all orders placed on the website users will receive email updates on the status of the orders. All social media pages are also available for users that require more information while their order is in process.

3.0 Pricing Quotes:

All products on the website have a price quote and flavors/colors can vary based on current availability. In the event that there’s a need for changes we will reach out to you to update your order details. Prices are subject to change without notification, however all orders made before the price change will be fulfilled at the prevailing price when payment for the order was made.

4.0 Payments Policy:

All orders require 100% payment prior to pick up/delivery.

4.1 Website (Online Orders):

The online order system on the website displays available dates and time for deliveries and pick-ups. Payment is mandatory for checkout on the website. Payments can be made via the Bank transfer or card payment method; standard bank charges apply.

4.2 Regular Order (Other channels):

For regular orders made on other channels outside the website, 100% of the payment must come in 72hrs before delivery/pick-up date. Payment will be made via bank transfer to the company account after an invoice has been shared.

Orders made less than 72hrs to due date/time will be treated as express orders and will attract a 10% priority service charge. 100% payment must come in for express orders to be treated. However, a staff will confirm if the order can be fulfilled before sharing an invoice for payment. Invoices for express have to be paid up within 30mins of receipt for the order to be valid.

4.3 Custom Orders (Non website orders):

Custom orders made outside the website are required to be paid for in full at least 2 weeks in advance, and require a non-refundable deposit of N3,000 for consultation. Custom orders placed less than 2 weeks to due date will attract a 20% priority service charge and full payment has to be made to lock down the order. You will receive an invoice that can be paid through bank transfer.

4.4 Wedding Cakes:

Wedding cake orders are required to be paid in full at least 1 month in advance, and require an upfront non-refundable deposit of N5,000 for consultation wedding cake orders placed less than 1 month to due date will attract a 20% priority service charge and full payment has to be made to lock down the order.

You will receive an invoice that can be paid through bank transfer.

5.0 Changes to Orders (Website)

All orders placed through our website are considered final. Customers are responsible for reviewing and confirming the accuracy of all information provided prior to completing payment. By making payment, customers acknowledge that the details supplied are correct and confirmed.

Requests to modify an order after payment has been made will incur a 5% service charge and may only be accommodated at the sole discretion of the business. Please note that modifications may not always be possible, as orders could already be in the processing stage.

5.1 Changes to Orders (Non-Website Orders)

For custom orders placed outside the website, any modifications are subject to the sole discretion of the business. Changes may not always be possible, particularly if the order is already in processing.

Where a change is deemed necessary, the Coco Sweets team will provide the applicable cost adjustment, and a revised invoice will be issued. If the change results in an increased order value, full payment of the difference must be made by close of business on the same day the change request is submitted. Failure to make this payment will render the request invalid.

Please note that no changes are permitted for express orders.

6.0 Delivery & Pick up services

6.1 Delivery:

We deliver Mondays through Saturday and some public holidays from 6AM to 5PM. Delivery costs are available on the website for all locations and will also be shared for orders coming from social media pages. The delivery prices are subject to change without notice, however all payments made prior to the changes will remain valid. We ensure to keep to time for deliveries and if there’s a delay from our end we would notify you promptly.

For last minute changes in delivery location, the additional cost for delivery will be communicated and payment must be made before the package is sent to the new location. No show at delivery location will attract the cost of returning the cake to the bakery and cost to deliver to a new location.

Delivery of packages is subject to availability of our delivery service and is not guaranteed for all orders.

6.2 Pick-up:

We offer pick up services from 9am to 5pm on weekdays and selected public holidays, and 11am to 4pm on Saturdays.

7.0 Order Cancellations:

Order cancellations are permitted solely at the discretion of the business. We reserve the right to apply a cancellation fee if adequate notice is not provided, in line with the conditions stated above. This is to cover costs already incurred in the purchase of materials, preparation, and prioritization of the order.

In the event that the business is able to accommodate a cancellation request, any applicable fees will be communicated to the customer, and any refund due (if eligible) will be processed in accordance with our refund policy. Refunds are issued within five (5) working days of approval of the cancellation request.

Charges for cancellations will be as follows:

· In a situation where you have to cancel an event cancellation your payment (minus any non-refundable deposits) is refundable up to 30 days prior to the scheduled event date and will be issued within 14 days of event cancellation notice.

· If your event is cancelled between 15-29 days prior to the scheduled event date a 75% refund will be issued within 14 days of event cancellation notice, minus the cost of any item specifically purchased for the order.

· If your event is cancelled between 8-14 days prior to the scheduled event date a 50% refund will be issued within 14 days of event cancellation notice, minus the cost of any item specifically purchased for the order.

· There are no refunds applicable for event cancellations within 7 days of the scheduled event date.

8.0 Refund Policy:

We take a lot of pride in all our products. All sales are final, with the exception of orders cancelled with sufficient notice (discussed above). In the unlikely event that you are not happy with your order, please let us know as soon as possible so that we can fix any errors. Kindly return the uneaten portion within 24 hours. Partial or full refunds are decided on a case-by-case basis, but please note that we do not provide refunds in cases where an item was prepared correctly but a flavour or texture did not meet a personal preference.

We only give refunds in accordance with the refund policies stated below.

· Due to the tedious, handcrafted nature of our products, we are unable to provide refunds or exchanges for most custom orders

· Once you or a designated party has picked up an order and left the premise, it is considered "accepted" – we will ask to make sure that everything is correct such as the design, spelling, etc. Refunds requested due to decorating style, writing, colour shade, or general design will not be honoured after leaving with your cake. In some instances, you may bring the cake back in for design adjustments but this is an additional charge if the cake acceptance form has been signed.

All products are the responsibility of the customer once it leaves our shop. We are not responsible for any damage occurring to the cake during transport, set-up or any time thereafter. Keep in mind that cakes are very fragile and damages can happen if not handled properly – such as cracks, smudges, and melted frosting.

Cake flavour and texture is subjective. Full refunds requested due to flavour or texture after the cake has been accepted and picked up will not be honored. You may qualify for a discount on your next order if the product is brought back and the quality of the cake flavour or texture is determined to not meet our standards.

Cakes must be brought back to us within 24 hours of pick up - please call or email us promptly to let us know of the issue.

Quality determination is solely at the discretion of Coco Sweets. Please understand that we cannot issue refunds for cakes that have already been completely eaten. Issuing coupons/discount codes are based on how quickly the cake is returned, how much has been consumed, and what we determine the quality to be.

· Any orders that are not picked up or no show at the delivery location will NOT be refunded. For each day the cake is stored in our facilities a cost of N1,000 will be incurred. After 14 days the cake will be disposed off and Coco Sweets bears no liability for the order.

· If you come to our store for pick up or if upon delivery the cake does not meet your expectations, we will give you a refund (minus 25% handling/cancellation fee). For weddings, if you will not be present for the delivery we must be notified 6 hours before delivery times made. This refund will be given as a discount coupon (no cash/money refunds will be given)

NOTE: If we give you a refund, you CANNOT keep the cake. You can only get the refund if you refuse to “accept” the cake. We will NOT negotiate a partial refund if you keep the cake. This is a “take it, or leave it” policy. We are not responsible for any expense you may incur for replacing our cake.

9.0 Guarantee / Disclaimer:

We always put in our best efforts to make sure that your order is decorated to the specification on your invoice and channel of ordering. If for some reason something is not decorated correctly as stated on your order, we can usually make necessary changes right away.

Every order is hand-made. Decorative finishes are done by hand and are subject to the artistic interpretation of our expert 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 other cake decorators.

Please note that creating your order always requires a lot of details and information to avoid any possible errors. If you are trying to order a highly decorated cake over the phone, you should provide us with a sketch or picture on any of our social media channels or via email. Please note that we cannot read your mind and there are a lot of chances that the design of your cake will be different than what you are expecting if you do not provide enough information. We will do our best to follow up with the appropriate amount of questions but assumptions will be made. We do not take responsibility if the color of the decoration is a different shade than you had in mind.

All orders are subject to the policies listed above.