Policies and General Information

Location

625 E Roosevelt Rd, Lombard IL 60148

Business hours

Sun-Thu 10am-830pm

Fri-Sat 10am-10pm

Cake Consultant Business Hours Mon-Fri 9am-2pm & 4pm-7pm

Holiday Hours vary

Communication

You can reach us via phone (331) 899-4899 or email orders@sweetreservebakery.com. We do not take orders via social media (instagram, facebook, etc), since we have found that it is easier to accidentally forget to respond or miss an order with those methods of communication.

Our cake consultant is not always able to answer the phone due to the constant demand for custom orders. However, if you leave a message they will be able to contact you as soon as they become available. Any in-person consultations must be scheduled prior. To ensure your spot on our call list, please fill out the online custom cake order form on our website to the best of your ability. This form is sent directly to our cake consultant and filling out this form beforehand gives the consultant a head start on the ordering process.

Responses can take up to 72 hours and we respond in order of retrieval. When planning on making a custom order, it is important to keep this response time in mind. Most bakeries have a 2-3 week order-in-advance timeframe. The Sweet Reserve bakery requires at least 1 week. If your event is upcoming and requires priority attention, we will be sure to respond accordingly.

If you’re emailing, add us to your contacts to better avoid any of our emails ending up in spam folders.

Pricing Quotes and Custom Orders

When inquiring about a price quote or a custom order, please provide us with as much information as possible (flavor(s), guest count, size of cake, date and time needed, colors, names, ages, any writing, photos, theme, inside or outside event etc.) via the online form that you can fill out at our website. If you have any pictures of what you would like, please include those but keep in mind that we do not replicate other people’s work. We can use it as a general guide and inspiration when decorating your desserts.

Quotes can take up to 72 hours for us to create; this can include any phone calls or scheduled appointments. Please keep this in mind when ordering with us.

General Orders

For all non-custom orders you can use our online ordering system at sweetreservebakery.com and select your pick up date and time.

Payments

All phone orders must be paid in full at point of sale.

For custom orders, there is a 50% deposit that is non-refundable. The deposit is to secure your date for your custom order and to purchase any additional items or ingredients. All custom orders must be paid in full 2 weeks prior to your event date. If the balance is not paid in full 2 weeks prior to the event, the contract is null and void. The Sweet Reserve Bakery will no longer assume any further responsibility. If your order was taken before the 2 week allotment, then your order must be paid in full at the time the order was placed.

This does not include weddings, large events, or any contracted orders.

Delivery

We have very limited availability for delivery and charge based on mileage due to not having dedicated delivery drivers. For custom orders and catering orders over $500 and up to 50 miles, there is a flat fee of $125. For custom orders and catering orders over $125 and up to $499 and up to 50 miles, there is a flat rate of $50. For large orders and custom orders that involve careful transportation, we respectfully suggest that our bakery deliver to your event. If you opt for pick up for an order that is extra delicate or large, we require that a waiver be signed.

0-5 miles $15
5-10 miles $20
10-20 miles $30
20-35 miles $35
35-50 miles $50

Changes in Orders

We understand that life is unpredictable and last minute changes might need to be made with your order. We will always try to be as accommodating as possible.

For custom orders, we accept changes (flavors, fillings and some designs) for your order up to 7 days before the due date. This does not apply for wedding orders or large events or cakes with very intricate designs. This is because for some designs (such as sugar flowers or 3D characters) we may need more than 10 days in advance to start working on the decoration of your cake or have already purchased specific supplies for your cake. If your custom order was capable of being taken before the 7 day allotment then no changes will be able to be made.

All changes must be handled and confirmed directly with the cake consultant.

Order Cancellations

For custom orders we accept cancellation no earlier than 7 days prior to your event date or pick up date with 50% non-refundable charge. This does not include weddings, large events, or any contracted orders.

It is entirely up to The Sweet Reserve Bakery’s discretion to change or otherwise offer any other options to the customer.

Refund Policy

We take a lot of pride and put a lot of care in all our products. All sales are final, with the exception of custom orders canceled within the policy discussed above or any additional changes and charges that are made within the policy discussed above.

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, color shade, or general design will not be honored 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 has been signed for.

When an order is picked up, all products are the responsibility of the customer once it leaves our shop. We are not responsible for any damage occurring to the cake or products 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, melted frosting, etc.

Cake flavor and texture is subjective. Full refunds requested due to flavor or texture after the cake has been accepted and picked up will not be honored. You may qualify for a percentage of a store credit if the product is brought back and the quality of the cake flavor 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 The Sweet Reserve Bakery. Please understand that we cannot issue refunds for cakes that have already been completely eaten. *Store credit percentages are based on how quickly the cake is returned, how much has been consumed, and what we determine the quality to be. Store credits of any kind will not be issued to customers who do not contact us within 48 hours.

Any orders that are not picked up will NOT be refunded.

Picking Up Your Order

When picking up your order, you will be required to show Sweet Reserve staff the invoice that was emailed to you by one of the members of the cake consulting team. This is to ensure that you receive the correct item(s) and there are no discrepancies in communication between the time you placed your order and the time you pick it up. If you made a purchase online via our website then a copy of your receipt will be required upon pick up.

Guarantee / Disclaimer

We always put in our best efforts to make sure that your order is decorated to the specification on your written order form. 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 (by 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 not enough information is provided. 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.

The Sweet Reserve Bakery is not responsible for any damage done to the product after it has been delivered and set-up or picked up by the customer. The customer assumes full responsibility arranging for the caterer/servers to cut, serve, and remove all existing supports inside of the cake. All cake supports used are made of non-toxic products. The Sweet Reserve Bakery is not responsible for any injuries that may occur due to failure to remove the necessary supports. The Sweet Reserve Bakery is not responsible for any damage the product may suffer due to the environmental conditions in which the cake or desserts are stored or displayed (location, temperature, weather, etc). An extended period without refrigeration will deteriorate the cake as well as the decorations.

All orders are subject to these policies listed above.