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Order Policy

  • Invoice

    • Nalu Sweets will invoice the Client before the completion of the order. The Client agrees to pay the invoice(s) by the due date(s) specified. All orders require a 50% deposit to secure the date and booking. Final payment is due 7 days before the order date. Orders placed with less than 14 days' notice will require full payment due upfront. Unpaid or overdue invoices may result in suspension or termination of the order.

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  • Cancellation Policy

    • Cancellations are allowed up to 14 days before the order date. Cancellations with less than 14 days' notice will forfeit any deposit made due to supply purchases or preparation that has been done for the order.

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  • Cake Handling & Refunds

    • ​Once you or a designated party has picked up or accepted an order, it is considered "accepted". Refunds are only issued on a by-case basis.

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  • All products are the responsibility of the customer once it leaves our care. No refunds for cracks, smudges, melted frosting, etc. after acceptance. Photos are taken of our cakes before pick up/delivery for documentation. Persons picking up cakes agree to place cakes on the floorboards of cars or flat trunk space. Drivers agree to drive with caution and not make sudden turns or stops.

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  • The responsible party agrees to provide a sturdy and stable display and table for the cake or items ordered. You accept full responsibility for any damage done to cakes not being properly stored in an air-conditioned environment or refrigeration. Buttercream cakes must be refrigerated. They are safe at room temperature for 5-7 hours.

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  • Cake flavor and texture are subjective. If, for some reason, you are unsatisfied with your purchase and feel it does not match your expectations, please contact us by emailing hello@nalusweets.com WITHIN 2 DAYS of the date you picked up your order, and provide the following information: order number, photos of all angles including product and packaging, a detailed description of the issue and information on how your item was transported and stored. We will make every effort to address your concerns and make sure you are happy with your Nalu Sweets experience. Due to the perishable nature of our product, all claims submitted after the 48-hour pick-up window or without proper photos, order number, transportation, and storage information will not be eligible for re-order or credit.

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  • Modifications to Orders

    • It is important that you look over the design details of your order in the estimate or invoice. Changes to your order after the deposit is paid are limited to certain exceptions. Changes made to orders may be subject to an administration fee. Please make sure all details have been discussed and confirmed before accepting.

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  • Allergen Notice

    • Our products may come in contact with or contain allergens such as dairy, nuts, wheat, chocolate, and other allergens. You agree to notify your guests or consumers of our products of these allergen risks and hold us harmless against allergic reactions.

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