Terms & Conditions

1. Ordering Policy

• 1.1 Order Notice Periods
  • To ensure the quality of our handcrafted products, the following notice periods apply:
  • Shortcakes
    Must be ordered at least 48 hours in advance.
  • Orders with Decoration Add-ons
    Must be placed at least 48 hours in advance.
  • Other Cakes and Desserts
    Most items are available for next day collection or delivery, subject to availability. Orders must be placed by midnight the day before.
  • If you require an order sooner, please call 020 7589 2260 and we will do our best to assist.
• 1.2 Bespoke and Custom Orders
  • For bespoke cakes and event orders, please contact mei@sakurado.co.uk.
    Collection or delivery arrangements for custom cakes will be agreed case by case.
• 1.3 Collection by Another Person
  • If another person is collecting your order, they must provide the order number as proof of purchase.
• 1.4 Third Party Collection
  • You may arrange collection through a courier, including ride-share services such as Uber. The courier must provide the order number and check the condition of the order before leaving the shop. Sakurado is not responsible for loss or damage once the order has been collected.

2. Delivery Policy

• 2.1 Delivery Areas
  • Delivery availability depends on your location. Customers can use our Delivery Area Checker to determine whether their address qualifies for London delivery or Nationwide delivery.
• 2.2 London Delivery
  • Same-day delivery
    Available through UberEats, Deliveroo or HungryPanda.
  • Next-day delivery
    Available between 8 am and 5 pm in hourly slots. Orders must be placed by midnight the night before.
• 2.3 Nationwide Delivery
  • Nationwide delivery is available for selected products only.
    The following conditions apply:
  • Orders must be placed at least 48 hours in advance.
    Delivery is fulfilled by DPD.
    Decorations and delicate toppings cannot be included on nationwide orders due to movement in transit.
    Sakurado is not responsible for minor cosmetic damage caused during courier transport.
• 2.4 Products Not Eligible for Nationwide Delivery
  • The items listed below cannot be delivered nationwide, as they contain fresh fruit or are too delicate for travel. These products are available for Local (London) delivery or in-store collection only:
  • Fresh fruit mochi
    All shortcakes
    Hokkaido Snow Cakes
    Choux pastries
• 2.5 Delivery Fees
  • Delivery fees are calculated automatically at checkout based on the delivery postcode. There is no minimum order requirement.
• 2.6 Cold-Chain Packaging for Nationwide Deliveries
  • Some nationwide orders may be shipped in insulated packaging containing ice packs or dry ice to maintain temperature.
    Dry ice should never be handled with bare skin. Do not consume dry ice. Allow any remaining dry ice to evaporate in a well ventilated area, away from children and pets.

3. Collection (In-Store Pick Up)

• 3.1 Next-Day Collection
  • Available at all branches for orders placed by midnight the day before.
    Collection is offered from 1 pm to 10 pm in half hour slots.
• 3.2 Collection Beyond Next Day
  • For dates more than one day ahead, customers may select any half hour slot between 8 am and 10 pm.

4. Ingredients and Allergens

• 4.1 Allergen Information
  • All Sakurado products are prepared in kitchens that handle the following allergens:
    dairy, eggs, gluten (wheat), tree nuts, peanuts, sesame, soya and sulphites.
  • Although strict procedures are in place to minimise cross-contact, our kitchens do not operate segregated production lines.
    If you have a severe allergy or a condition that could cause a major reaction, the safest option is not to consume our products.
• 4.2 Dietary Standards
  • Our desserts contain no alcohol and are made using halal-certified gelatine.
• 4.3 Seasonal Decorations
  • Fruit toppings and decorative elements may vary according to seasonal availability.
    Customers with specific decoration requests may contact orders@sakurado.co.uk.

5. Storage and Serving

• 5.1 Refrigerated Storage
  • Store products in the refrigerator. Avoid leaving items out of the refrigerator for longer than 30 minutes.
• 5.2 Serving
  • For products containing fresh cream, we recommend allowing approximately 20 minutes at room temperature before serving.
• 5.3 Frozen Shipments and Defrosting
  • Some delivered orders may arrive frozen.
    If your cake arrives frozen:
  • Store it in the refrigerator.
    Allow 8 to 12 hours to defrost before serving.
    Do not refreeze once defrosted.
    For best quality, consume within 48 hours after defrosting.

6. Cancellations, Amendments and Refunds

• 6.1 Order Cancellations
  • Orders can be cancelled up to 72 hours before the collection or delivery date.
    Refunds are not issued. Store credit will be provided for the full value of the cancelled order.
• 6.2 Changing Order Type
  • Requests to switch from collection to delivery, or from delivery to collection, must be made at least 48 hours in advance by emailing deliveries@sakurado.co.uk.
• 6.3 Other Amendments
  • Any other order changes must be requested at least 72 hours in advance. Contact orders@sakurado.co.uk or call 020 7589 2260
• 6.4 Refund Policy
  • Due to the nature of our products, we do not offer refunds on completed purchases, either in store or online.
  • Customers must inspect their order at the time of collection or upon delivery.
    Any concerns or quality issues must be reported within 24 hours.
• 6.5 Circumstances Not Eligible for Refund
  • Sakurado is not responsible for:
    • incorrect or incomplete delivery addresses
    • loss or theft after delivery
    • delays caused by couriers, weather conditions or peak seasons
    • damage occurring after collection
    • spoilage due to improper storage by the customer
• 6.6 Urgent Changes by Phone
  • For urgent amendments, please call +44 20 7589 2260.
    Office hours are Monday to Friday, 10 am to 5 pm.
    We will do our best to accommodate last minute changes where possible.

7. E-Gift Vouchers

• 7.1 Usage
  • E-gift vouchers can be used for online orders or in-store purchases.
• 7.2 Redemption
  • For in-store purchases, present the voucher barcode at checkout.
• 7.3 Expiry
  • E-gift vouchers cannot be extended, so customers are encouraged to redeem them before the expiry date.

8. Peak Seasons

• During peak seasons such as Christmas and New Year, delivery capacity may be limited.
  Orders may be capped to ensure product quality and service reliability.
  Customers are encouraged to order early.

9. Contact Information

• For all queries, please contact: orders@sakurado.co.uk
  020 7589 2260 (10 am to 6 pm)