policies, care & expectations.

all orders must be placed through our “shop” tab or “inquiry form”. orders are not accepted or confirmed through instagram direct message, text message, phone call, or in-store conversation..

if an inquiry form is submitted, one of our team members will respond within approximately 24–48 hours during business days. response times may vary during holidays, peak seasons, or high-volume periods.

customers are responsible for providing complete, accurate, and up-to-date information when placing an order, whether through our online catalogue, inquiry form, or email correspondence. this includes, but is not limited to, the event date, pickup date and time, product size, flavour, dietary modifications, colours, wording, spelling, quantities, theme, design details, reference images, and any special requests.

our team will produce each order based on the written information provided and confirmed. made by akb is not responsible for errors, omissions, misunderstandings, or unwanted results caused by incorrect, incomplete, or missing information submitted by the customer.

details that were not included when the order was placed cannot be assumed by our team and may not be accommodated once the order has been confirmed or production has begun.

these order policies serve as public notice of the terms that apply to purchases made with made by akb. customers are responsible for reviewing our current policies before placing or confirming an order. our team is not responsible for individually restating, explaining, or reconfirming each published policy with every customer prior to purchase.

if clarification regarding a policy, product, ingredient, design, or ordering requirement is needed, customers are encouraged to contact us before submitting payment or confirming their order.

we strongly encourage customers to place custom orders as early as possible — there is no such thing as too early! at minimum, we recommend placing orders at least 1 week in advance to allow our team adequate time for scheduling, sourcing materials, ordering custom décor, and preparing your order to our usual standards.

orders placed with 1–3 calendar days’ notice are considered rush orders and are subject up to a $15.00 rush-order fee.

rush-order availability is never guaranteed and depends on our existing production schedule, staffing, ingredient availability, design requirements, and the amount of notice provided.

the rush-order fee accounts for the additional scheduling, planning, sourcing, and production adjustments required to accommodate an order within a limited timeframe.

payment of a rush fee does not guarantee that every requested design element, decoration, colour, ingredient, topper, floral, edible image, acrylic piece, or specialty component will be available.

when accepting a rush order, design modifications, substitutions, or differences may be necessary due to the limited time available to order, source, produce, or outsource custom décor and specialty materials.

where possible, our pastry team will select the closest suitable alternative while maintaining the overall theme, colour palette, and intended style of the order.

same-day custom orders are generally unavailable. in the event our team is able to accommodate one, availability, design options, and any applicable additional fees will be determined on a case-by-case basis.

rush-order fees are non-refundable once the order has been accepted into our production schedule.

we always do our utmost to bring your vision to life based on the details and inspiration provided. however, because all products are handcrafted and custom in nature, differences are likely and all final designs are subject to the artistic and creative interpretation of our pastry team even if it is our design as some materials may be unavailable.

clients are encouraged to provide inspiration photos and reference content to communicate their preferred theme, colours, style, or overall vision. however, reference photos are used as inspiration only and are not treated as exact design specifications.

made by akb does not duplicate, reproduce, or guarantee an exact copy of a reference photograph or another artist’s work.

differences may occur in colour, placement, proportions, florals, piping, textures, writing, decorative elements, finishing techniques, and overall execution. these variations are a normal part of handcrafted work and should be expected.

all design decisions, modifications, substitutions, and methods of execution are ultimately determined by our pastry team.

our team may reasonably modify, reposition, substitute, simplify, or omit certain elements based on cake size, structure, stability, food safety, ingredient or décor availability, production limitations, intellectual property considerations, the amount of notice provided, or our professional judgment.

where modifications are necessary, our team will make every reasonable effort to preserve the overall theme, colour palette, and intended aesthetic of the order.

minor artistic differences or variations from a reference photo are not considered product defects.

by placing a custom order, clients acknowledge and accept made by akb’s individual style of work and trust our pastry team to interpret their requested design accordingly.

once an order has been confirmed, changes are not guaranteed.

requests to modify the flavour, sizing, dietary modification, colours, wording, pickup date or time, design, or decorative elements must be submitted as soon as possible.

depending on how close the request is to the scheduled production date, changes may be declined or may be subject to an additional fee.

changes cannot always be accommodated where ingredients, décor, toppers, florals, printed materials, or other custom components have already been ordered, outsourced, purchased, or produced.

details that were omitted from the original order form are considered new requests and are not automatically included in the confirmed order.

please ensure all order information is carefully reviewed before submitting your form and completing payment.

when requesting colour matching, especially for deep, bold, pastel, or darker shades, please understand that food colouring can sometimes be unpredictable and exact colour results cannot always be guaranteed.

lighting, screen displays, mixing, ingredients, temperature, and finishing techniques may all affect the final appearance of a colour.

to achieve darker tones, additional food colouring is often required. this may slightly alter the flavour, texture, or staining properties of certain components such as buttercream, fondant accents, fillings, or decorative elements.

our team will always aim to get as close as reasonably possible to the requested colour palette; however, variations are considered part of the custom and handcrafted nature of our products.

made by akb offers select egg-friendly, nut-friendly, and gluten-friendly options.

the term “friendly” does not mean or imply allergen-free.

when an egg-friendly, nut-friendly, or gluten-friendly option is selected, the recipe is modified so that the selected ingredient is not intentionally added where reasonably possible for that particular product.

however, made by akb is not a certified egg-free, nut-free, or gluten-free facility.

all products are prepared within a shared commercial kitchen where eggs, wheat/gluten, peanuts, tree nuts, dairy, soy, and other allergens may be handled. shared equipment, utensils, preparation areas, storage spaces, and ingredients are used throughout our kitchen, meaning cross-contact is possible.

certain ingredients purchased from third-party manufacturers or suppliers may also be produced or packaged in facilities that handle additional allergens.

for these reasons, we cannot guarantee the complete absence of any allergen in any made by akb product.

customers with severe or life-threatening allergies, celiac disease, or those requiring a certified allergen-free environment should carefully consider whether our products are appropriate for their individual needs.

customers are responsible for communicating all allergies, sensitivities, and dietary requirements before their order is confirmed.

allergen-friendly modifications may not be available for every cake flavour, filling, frosting, decoration, pastry, or product. our pastry team reserves the right to determine whether a requested modification can reasonably be accommodated.

please also understand that modifying our original recipes may result in differences in flavour, texture, appearance, moisture, structure, rise, or overall consistency. these differences are a normal result of ingredient substitutions and recipe modifications and are not considered product defects.

for any ingredient-related questions or concerns, please contact madebyakb@gmail.com prior to placing your order.

clients are encouraged to inspect their order at the time of pickup and before leaving our storefront.

if there is a visible concern with the order, please bring it to our team’s attention before accepting and transporting the product so we have an opportunity to review the concern and make reasonable adjustments where possible.

adjustments are not always possible and may depend on the type of concern, available materials, production schedule, and whether the requested change can be completed without compromising the structure or finished design.

if someone other than the individual who placed the order is collecting it, that person is considered the client’s authorized pickup person and is responsible for inspecting and accepting the order on their behalf.

once an order has been accepted and leaves our storefront, made by akb has limited ability to verify how the product has been transported, handled, stored, or displayed.

cakes and desserts should be transported on a flat, level surface in a cool vehicle and handled according to any care instructions provided by our team including but not limited to safe driving and cautious when going over bumps, turns and braking.

made by akb is not responsible for shifting, cracking, melting, leaning, breakage, deterioration, or other damage caused by transportation, temperature exposure, improper handling, storage, movement, or failure to follow provided care instructions after pickup.

due to the perishable, handmade, and custom nature of our products, all sales are considered final and we do not generally offer refunds, returns, or exchanges.

if for any reason you are unsatisfied with your order, please contact our customer service team at madebyakb@gmail.com within 24 hours of pickup or delivery.

inquiries should include:

* clear photographs of the product and packaging from multiple angles

* a detailed description of the concern

* information regarding how the product was transported, handled, and stored

* any other information reasonably required for our team to review the concern

if there is a visible design concern, clients are expected to notify our team prior to accepting and leaving with the order whenever reasonably possible so we have an opportunity to review the product and attempt adjustments.

where a concern relates to flavour, texture, freshness, or an internal quality issue, clients may be asked to retain the remaining product so our team can properly review it.

products that have been substantially consumed may not be eligible for compensation because our team must have a reasonable opportunity to assess the concern.

subjective preferences regarding sweetness, personal taste, artistic interpretation, minor colour differences, placement of decorative elements, or reasonable variations inherent to handcrafted products are not considered product defects.

any refund, partial refund, replacement, correction, or store credit offered will depend on the individual circumstances and our review of the order.

if an order is determined by our team to not meet made by akb’s quality standards in regard to flavour, texture, freshness, production, or overall condition, an appropriate resolution may be considered.

depending on the circumstances, this may include a correction, replacement, partial refund, or store credit.

all concerns are reviewed on a case-by-case basis. factors considered may include the nature and severity of the concern, how quickly it was reported, the amount of product consumed, whether the product is available for assessment, transportation and storage conditions, and the supporting photographs or evidence provided.

made by akb reserves the right to decline compensation requests where sufficient information cannot be provided to reasonably assess the concern or where the issue appears to have occurred after the order left our care.

we always encourage clients to contact our team as soon as possible if there is a concern so we have an appropriate opportunity to review and address the situation.

made by akb dessert shop ltd. is responsible for reasonably handling and transporting an order until delivery has been completed at the agreed delivery location.

upon successful delivery and acceptance, responsibility for retrieval, refrigeration, transportation, handling, and storage transfers to the client or recipient.

made by akb is not responsible for damage, shifting, melting, cracking, spoilage, deterioration, or other product-related issues that occur after delivery has been successfully completed as a result of temperature exposure, delayed retrieval, improper handling, unsuitable storage conditions, uneven surfaces, or movement of the product.

clients are responsible for ensuring that someone is available to receive time-sensitive or perishable orders where required.

weather conditions, temperature exposure, uneven surfaces, extended travel times, and other environmental factors may affect the condition of cakes and desserts following delivery.

delivery times are scheduled as close as reasonably possible to the selected or agreed-upon delivery time. however, delivery times are estimates and cannot be guaranteed to the exact minute.

traffic conditions, road closures, accidents, construction, weather, vehicle issues, emergencies, delays at previous delivery stops, building or venue access, parking limitations, incorrect or incomplete delivery information, and other circumstances beyond our reasonable control may result in delays.

we kindly recommend allowing flexibility around your selected delivery time, particularly for weddings, events, or time-sensitive occasions. made by akb will make every reasonable effort to communicate significant delays and complete your delivery as safely and promptly as possible.

customers are responsible for providing accurate delivery information, including the full address, unit or venue details, contact information, access instructions, and any applicable parking or loading information. delays resulting from incorrect, incomplete, or inaccessible delivery information are outside of made by akb’s control.

a delayed arrival caused by circumstances beyond our reasonable control does not constitute a missed or failed delivery and does not automatically qualify for a refund or delivery-fee reimbursement.

we understand that plans, events, and circumstances can change, and our team will always do our best to accommodate modifications where reasonably possible while remaining within made by akb’s policies, production timelines, and availability.

all cancellation and rescheduling requests must be submitted to madebyakb@gmail.com as soon as possible.

payments made toward confirmed custom orders are generally considered non-refundable because production space is reserved in advance and ingredients, décor, materials, and preparation may be scheduled or purchased specifically for the order.

cancellation requests for custom cakes and catalogue cakes submitted at least 7 days prior to the event date may be reviewed on a case-by-case basis for a partial refund, transfer, or store credit.

any custom materials, outsourced décor, specialty items, ingredients, or other costs already incurred specifically for the order may be deducted from any approved refund or credit.

if an order is cancelled with less than 7 days’ notice and production has not yet begun, store credit may be considered for a future purchase.

once production, preparation, sourcing or ordering of custom materials, or baking has begun, refunds, credits, or transfers may no longer be available.

in certain circumstances, an approved order may be transferred to an alternative date subject to availability. approved transfers must generally be rescheduled within 90 days of the original order date.

for wedding cakes, dessert tables, event catering, and other contract-based bookings, the cancellation, deposit, and payment terms outlined within the applicable signed agreement will apply.

by submitting an inquiry, ordering from our catalogue, confirming an order through email, placing an online order, approving an invoice, or sending payment to made by akb dessert shop ltd., clients acknowledge that they have reviewed and accepted our current order policies.

these policies are publicly available and apply to all applicable orders regardless of whether each individual policy was specifically discussed or repeated during the ordering process.

customers are responsible for reviewing our current policies, product descriptions, flavour information, frequently asked questions, allergen information, and all order details before completing their purchase.

made by akb is not responsible for individually reminding customers of published policies or reconfirming information that is already clearly provided through our website, catalogue, inquiry forms, order correspondence, or other official ordering materials.

customers are also responsible for reviewing the accuracy of the information they submit. once an order is confirmed, our team will proceed according to the written information provided to us.

if clarification regarding a product, allergy, dietary modification, design, timeline, order detail, or policy is required, please contact madebyakb@gmail.com prior to placing or confirming your order.