F.A.Q | LuciasBakedDelights

F.A.Q.

LOCATION

Lucia’s Baked Delights is located in Oakley, CA.USA. We do not have a storefront open to the public. We operate solely as a home-based bakery. Our baked goods are made in a Home Kitchen.

CERTIFIED/PERMITS

Lucia's Baked Delights is fully licensed, certified, food safety approved and Insured. We follow all guidelines required by law and all permits, licenses and certificates are issued by the City of Oakley and Contra Costa County. We are Insured through the Food Liability Insurance Program(FLIP).

PREPARATIONS

Our baked goods and cakes are made to order and must be picked up on the agreed date. Orders are picked up at Lucia's Baked Delights location. Most orders will be given a one (1) to two (2) hour time frame to be picked up.

We normally begin preparations three days in advance for personal and small orders. Medium and large orders are started five days or more in advance. We calculate the time it takes to purchase items, bake and labor. Most baked goods and cakes can take approximately a minimum of two (2) to eight (8) hours to prepare and bake. For this reason, we ask that you provide us with ample time when considering an order. All our baked goods and cakes are made from scratch. NO baked goods are made ahead of time.

SUBMIT AN ORDER

We offer several options such as placing an order over the phone, in person, online and by email. Any questions prior to placing an order can be asked by calling us directly or by email at info@luciasbakeddelights.com

AFTER HOURS /WEEKENDS

Orders submitted after hours and during days we are closed will stand as pending until the next business day or until we have confirmed and processed payment. We will still make it a priority to contact the customer within 24 business hours from the time the order is received.

LAST MINUTE ORDERS

Last minute orders are orders that are submitted with in a short time frame. These orders are final and cannot be changed. No Refunds and No Credits will be honored.

BOOKING CAKE CONSULTATIONS

We recommend a minimum of two (2) to six (6) months in advance to book a consultation. Allow enough time to plan so we can have ample time to accommodate your order.

CONSULTATIONS

Consultations are arranged by email or phone. Customer’s submit an inquiry with their information, order details and images(if any) for us to review. We will reply by email to supply meeting information or call the customer. We want to accomplish the goal of answering questions, talking about your plans and ideas and explaining the pros and cons. This is done with the hope all details are understood and finalized. We will schedule a sit-down meeting (if allowed) and discuss the details, fees, payment, taste test and any further questions then end with a signed contract. Paying the deposit is required to secure your date.

PICK UP ORDERS

We strongly advise you to choose a time to pick up your order closest to the start time of your gathering. We advise placing baked goods on a flat surface in the vehicle to keep baked goods from being damaged. We suggest bringing additional help to carry the baked goods and help supervise during the travel or when you have reached your destination.

DELIVER ORDERS

All deliveries require a fee. Delivery fees are calculated by mileage and toll. We do not ship or mail orders.

DELIVERY CONDITIONS

Delivery charges are calculated by mileage and/ or toll basis. Alternatively, Baked Goods can be collected from our premises. If you choose delivery, it is our intention that your baked goods will be delivered in perfect condition prior to the start of your event. However, we ask for patience with factors that may be beyond our control (e.g. traffic conditions, weather conditions) as we cannot be held liable for any such delays. In some circumstances, we may recommend the baked goods be delivered one (1) day in advance. It is your responsibility to inform us of your correct location for the delivery. In the event of a late delivery, the maximum compensation will be a refund of the delivery price.

Lucia's Baked Delights will not be held liable for any damages that are rendered to the baked goods after we have left the premises.

Keep in mind, we require somebody responsible to check the baked goods before we leave.

LATE DELIVERY REQUEST

Late requests for delivery made after securing the booking, will be accommodated where possible but we cannot guarantee, as earlier delivery commitments must take priority.

BAKE GOODS ADVISORY

LUCIA’S BAKED DELIGHTS do not advise Baked Goods to be refrigerated before the start of your party or event. All Baked goods need to be placed in a cool area away from sunlight and heat to avoid melting and moisture buildup which can result in a risk of losing its texture, structure and/or becoming non-edible. Refrigeration is not advisable but, in the event that the edibles do need to be refrigerated please use your best judgment and allow baked goods to sit at room temperature for at least 30 minutes prior to serving

ALLERGIES & SPECIAL DIETARY REQUIREMENTS

Please discuss with us if you or any of your guests have food allergies or special dietary requirements. All Allergens are listed on our labels. We will make it a priority to make sure all food allergies are made a high factor throughout the baking process and table preparations.

* Remember we DO NOT specialize in gluten free, sugar free, keto, or vegan diets.

PRICES

All baked goods orders are paid in full and non-negotiable. There are no set prices on cakes because all design is custom. All prices for packages are priced according to a design and the size of your package.

TAXES

We are not allowed to charge taxes on baked goods, All Packages have set fees. We pay all sales taxes on edible items.

DEPOSIT

A deposit is required for all cake orders to "secure a date" and are non-refundable. If a date changes the client is responsible to contact us. We will try to honor changes for a new date and transfer of deposit.

*Mandatory non refundable deposit is required for cake orders to "secure the date"

ORDER CHANGES

(THIS DOES NOT APPLY TO PERSONAL, SMALL AND LAST-MINUTE ORDERS)

It’s important to remember- We require 72 business hours’ notice for all changes. All orders will be given a date to cancel or make changes after submitting the order. No changes to size, flavor or decoration can be made after this time. We are happy to add small baked goods (cupcakes, cookies, etc.) to an order if you need to serve more guests. Most of our orders have a shelf life of three (3) to five (5) days. All Last-minute alterations or add-ons that require additional fees will need to be paid in full. NO Deposit, NO Refunds, NO Credits for this transaction

CANCELLATIONS (non-including parties and events).

We require written notice three (3) Business days’ prior to the agreed date via email or handwritten. Emails can be sent to cancellations@luciasbakeddelights.com. NO refunds will be honored if you cancel after the three (3) Business days’ deadline. All orders paid in full or partial payments made in advance can request a refund, yet refunds will be issued only for the unused funds. This is minus the non-refundable deposit and produce (food) purchases already made.

EMERGENCY CANCELLATIONS/CHANGES

ONLY for Emergencies; at the discretion of the owner, it will be decided if a portion of the deposit or unused funds may be issued as a refund. For date changes, we can transfer the non-refundable deposit to the new date along with unused funds applied as a credit. We will hold this date for a period of six (6) months from the date we are notified, unless alternative options are agreed upon by the owner and customer.

CELEBRATION AND WEDDING CAKE POLICY

Each cake design is custom, there are no set prices. If you'd like to place an order, I require a non-refundable "secure a date" deposit.

50% of the total cost needs to be paid first to start serves. Use the link to inquire about a quote. Prices vary and no orders are made the same. Changes to the cake tiers and layers will accrue additional fees which will be added and change the set total.

Cakes are sold separately from bake orders . Cake orders may also be sent to cakes@luciasbakeddelights.com

Allow two (2) months in advance for celebration cake and (6) months for Wedding cake orders. If you request additional tiers and layers, the baker has the right to add a non-refundable fee to be paid at the time of the new order. This is a separate payment from the original order.

A general time frame is as follows

Single tier cakes -prep time 3-5 days in advance

Multi tier cakes- 7-14 days in advance (with no orders pending)

*For Celebration Cakes - We request a minimum of at least 2 months in advance

** For Wedding Cakes- We require 3-6 months in advance.

PRICE

We can provide you with a quote for all cakes.

EDIBLE PAPER, WAFER(RICE) PAPER & INK PICTURES

We operate using our personally owned machine. We use icing sheets and wafer paper(aka rice paper).We use ink FDA certified GRAS (Generally Recognized as Safe (GRAS)). This meaning as having been adequately shown to be safe under the conditions of its intended use, or unless the use of the substance is otherwise excepted from the definition of a food additive.

CAKE TASTE TEST
There is a Mandatory fee of $50.00 for taste test boxes. We have custom cake flavor selections. Pick 6 different cake flavor combinations. This fee will cover the ingredients and must be paid at the time of scheduling your consultation.

Please make a secure decision, this is non-refundable.

PHOTOGRAPHY

On occasion we will photograph our tables ,baked goods and cakes. We reserve the right to use any photographs for display or promotion without compensation to you.

CAKE DESIGN AND PICTURE PIRACY

Copying someone else’s original cake design without their permission is also an act of copyright infringement. We are willing to use the design as inspiration but will have to put your own creative spin on it. We don't copy someone else’s art.

FONDANT CAKE TOPPER - COPYRIGHT POLICY

Recreating a copyright product is illegal. We can offer custom fondant toppers to fit the theme of the cake or event.

The customer is responsible to collect permission from the rights owner. That means the artist, trademark owner, and granted permission for the use of their works in exchange for money. The customer may also provide purchased toys for cake decorations

SET UP CONDITIONS

We require a window frame of at least two (2) hours prior to the start time to set up the cake.

DEPOSIT

We require a non-refundable deposit of $50.00 for celebration cakes and $100.00 for Wedding cakes., 50% down payment before services can begin. This is not necessarily paid at the same time as the deposit but remember to plan accordingly. The total balance must be paid in full no later than 14 business days prior to the event date. If not paid by the agreed date the contract is voided

CAKE STAND RENTALS.

We require a $25 deposit fee for ALL rentals

BREAKAGE OR DAMAGES TO SUPPLIES AND RENTALS

Customers should report all breakages or damages found or created by the customer immediately. Breakages or damages to supplies provided by Lucia’s Baked Delights during the event that are fixable will result in a cost for repair. This fee is at the discretion of the owner. Breakages or Damages that are non-fixable will result in full replacement cost of the product.

PARTIAL PAYMENTS

We understand it can be expensive buying baked goods. Customers planning two (2) months or more in advance will have the option to split payments allowing the minimum of four (4) small payments. Orders need to be paid in full no later than 14 business days prior to the agreed date. If full payment is not made by the agreed date, the services will be voided. NO Refunds or Credits will be applied.

RESCHEDULE FOR A FUTURE DATE

Customers’ who need to reschedule for a future date, will only be given a time frame of no more than 6 months in advance. You may apply the deposit and down payments along with additional payments to a future date.

The customer will need to remember to email reschedule@luciasbakeddelights.com to give written notice no later than 14 business days prior to the agreed date and along with update information with a date plus any changes to details.

*Things to remember:

- The customer is responsible to contact outside vendors and all agreements made with the vendors.

- Deposits /down payment can be held and transfer for same party only; Deposits are non-refundable; unused funds can be held and applied to the new date if made within the next 6 months..

- No Credit issued for payments made toward purchases made for the event.

- NO Refunds or credits are honored if the customer does not notify us in a timely manners.

-Rentals included in contracts and deposits made for additional selections will be transferred over to the new date

CANCELLATION WITHOUT RESCHEDULING

Customers who need to cancel without rescheduling, will need to email a written notice to cancellations@luciasbakeddelights.com. The same details listed above apply.

-The customer is responsible to contact outside vendors and all agreements made with the vendors.

- Deposits are non-refundable; unused funds can be refunded with proper written notification.

- No Credit issued for payments made toward purchases made for the event.

- Rentals included in package agreements will be voided and deposits made for additional selections refunded.

ADVISORY

Customers who choose to reschedule for a date more than six (6) months in advance will need to cancel providing us written notice and re-contact us when it is closer to the new date.

IMPORTANT EMAILS

Customers are encouraged to communicate by email or phone. We encourage you to document all communications to eliminate misunderstanding. Email is best to express ideas and details by forwarding pictures and other attachments. We normally reply by email or phone within 24 hours. Here are the important emails to stay in touch with us.

General information or questions info@luciasbakeddelights.com

Cancellations for services cancellations@luciasbakeddelights.com

Request Consultations consults@luciasbakeddelights.com

Reschedule a date reschedule@luciasbakeddelights.com

Request services, info or questions events@luciasbakeddelights.com

Question, orders or general info cakes@luciasbakeddelights.com

Review our services or products review@luciasbakeddelights.com

PRICE UPDATES

We reserve the right to make changes to our prices as we see fit or needed. We review our prices and packages annually and adjust when the economy fluctuates. We may raise or lower prices on our menu but will never alter or affect a locked-in sale, contact or package with a paid deposit.

PAYMENT

Lucia’s Baked Delights is happy to offer the payment option of Cash, Credit/Debit cards and Personal Checks. The deposit and down payment must be made in full by cash or credit/debit and the payment method has cleared from the bank or franchise, the client will be able to give a check post dated for a future date and/ or fill out a Credit Card authorization form to hold on file for the future payments. We will deposit checks unless the customer notifies our business within 72 business hours prior to the original date to deposit payment and will be presenting a different payment method.

METHOD

We are happy to offer the option to pay with Cash and Personal Checks submitted in person. Please make Checks payable to: Lucia's Baked Delights. We accept credit card( VISA, MasterCard, Discover, American Express),Venmo and Zelle as a payment method.

Customers who want to pay using Venmo or Zelle, must notify us first to inform the method of payment . If the customer wishes to order online select the Manual Payment during the check out process. The payment will be added as an offline /manual transaction.

REFUNDS

A refund will only be honored with the approval of the owner. Only with a written notice, for a cancellation turned in three (3) business days prior to the agreed date via email or handwritten. See the Cancellations Condition section above. Refunds will be returned in the same form they are received. Email info@luciasbakeddelights.com for additional questions or concerns

PROMOTIONS/SALES

Offer will only be honored on baked goods. Not allowed to use on table Packages. Offer may not be combined with any other sale, promotion, discount, code, coupon and/or offer. Promotions have no cash value. Promotions and sales are subject to a limited time and /or year. Offer valid on items only. No rain checks issued. Promotions can not be used on other items not listed. No returns or credit/ refunds accepted. Do not honor credits toward purchase for another or future purchase. Other restrictions may apply. Cash Value 1/10¢.

DISCOUNTS /COUPONS

Offer will only be honored on baked goods. Not allowed to use on table Packages. Sales tax, shipping & handling do not qualify for discounts. Offers are not redeemable for cash or gift cards, nor is it valid toward previous purchases. Offer may not be combined with any other coupons, discounts, offers, or promotions. Void if altered, copied, transferred, auctioned or sold. Offer valid on items only. No rain checks issued. Other restrictions may apply. Cash Value 1/10¢.

LOYALTY REWARDS POINTS

Purchases you make online, social share you engage in or birthday you celebrate with us, you will collect points automatically that translate into exclusive discounts. Offline payments such as in-person purchase for custom orders and custom cakes will gain points but will be manually adjusted once orders or invoices are paid in full. All customers must enroll in order to use points at check out. All Points will expire 1 Year from the date it was added.

GIFT CARDS / CERTIFICATE

Customers must present the gift card or certificate at the time of purchase to receive the dollar or discount amount off the orders total price. The GC/Certificate may not be redeemable for cash. Can not be combined with other GC/certificates, coupons, discounts, offers, or promotions. Not refundable or transferable. Void if altered, copied, transferred, auctioned or sold. Offer valid on items only. No rain checks issued. Other restrictions may apply. Cash Value 1/10¢.

RETURNED CHECK

It is understood by all persons the responsibility of the debt remains with the check-writer until the collection process is completed. Customers present a check payment and are not considered paid until the check clears the bank or franchise.

Requirements for writing a check:

correct name as inputted at the branch the check was issued
Government ID/ Driver’s license number
current address and phone number

RETURNED CHECK CONDITIONS

Persons who submit checks for payment that are returned due to insufficient funds, stopped payments, inability to locate, etc. will be responsible for paying the full amount of the check that was returned as well as a MANDATORY $35.00 returned check fee,

We will allow one (1) additional attempt and ONLY acceptable forms of payments for returned check/s are cash, cashier’s check or Credit/Debit card. We accept VISA, MasterCard and AMEX, we will also allow PayPal. Payment MUST be received within Ten (10) business days of being notified of a returned check or the contract and services will be voided.

DECLINED CREDIT/DEBIT CARDS CONDITIONS

Persons who submit Credit cards or Debit cards for payment that are declined will be responsible to contact the bank or franchise to ask what issues occurred for the declined transaction. We will allow one (1) additional attempt of payment. You may use another Credit / Debit card or form of payment such as cash, cashier's check, or personal check.

THANK YOU FOR YOUR TIME

Lucia’s Baked Delights will like to thank you for your patience as you took time to read through the policy/terms and conditions. All Associates appreciate your business and customer satisfaction is very important to us. Please keep us included with all changes made on your side and/or changes that need to be adjusted on our side. We understand your time is sensitive and equally important. We hope this policy has answered questions or has given a better understanding to your thoughts. We look forward to having you as a

ANNAMARIA K. ROSTRAN, FOUNDER/OWNER

*We reserve the right to revise or make changes to the Terms and Condition when and as needed.

Rewards Points