Last updated: 8 August 2026
This policy applies to online cake orders placed with ENOTEP UK LTD trading as Pettone.
Collection only
Online cake orders are currently available for collection only. We do not currently provide delivery or postal shipping through pettone.co.uk.
Collection location
Please collect your order from:
Pettone
5 Bakers Lane
Lichfield
England
WS13 6NF
The collection date and time confirmed in your order confirmation apply to your order. Website opening hours do not replace a specifically confirmed collection arrangement.
Before you collect
Please check your confirmation carefully, including:
- the collection date and time;
- cake size, flavour and options;
- personalisation and spelling; and
- allergen and storage information.
Contact us promptly if anything appears incorrect. Changes are only agreed when we confirm them and may not be possible once preparation has begun.
What to bring
Please bring your order confirmation or be ready to provide the name and order number used for the purchase.
Another person may collect for you. They must be able to identify the order and should know any handling or storage instructions that apply. We may ask for reasonable evidence of identity or authority where necessary to prevent fraud or protect customer information.
Late collection
If you expect to be late or are unable to collect your order within your selected collection time, please contact us as soon as possible at info@pettone.co.uk.
We will always do our best to accommodate reasonable changes where our opening arrangements, food safety and product quality allow. However, we cannot guarantee collection outside the agreed collection time or our opening hours.
Uncollected orders
Our cakes and food items are freshly made to order in small batches and contain no added preservatives. Many of our products are perishable and require refrigerated storage.
If an order is not collected during the selected collection time, we will keep it refrigerated, where appropriate, until the end of the following business day.
If you have not collected your order within this period and have not made an alternative arrangement with us, we may no longer be able to safely store or guarantee the quality of the order.
Orders that remain uncollected after this period may be disposed of. As the products have already been freshly prepared specifically for your order, any refund or replacement for an uncollected order will be subject to our Cake Cancellation & Refund Policy.
Where a completed made-to-order cake cannot be resold or safely held, our reasonable loss may equal the full order value.
Changes to collection
If you know in advance that you will be unable to collect on your selected date or time, please contact Pettone as early as possible.
Where sufficient notice is given, we will do our best to arrange an alternative collection time. However, changes may not always be possible once preparation of a made-to-order item has begun.
Food quality & freshness
Once an order has passed its originally selected collection time, Pettone cannot guarantee that the product will remain at its best quality for the same length of time as an order collected as scheduled.
For the best quality and freshness, we strongly recommend collecting and enjoying your order on the originally selected collection date.
Checking your order
We encourage you or your authorised collector to check the order at collection where reasonably possible. Tell us promptly if there is an obvious problem so we can try to help before the cake is transported.
Checking at collection does not remove your legal rights in relation to faults or issues that were not reasonably apparent at that time.
Transport after collection
The risk of accidental loss or damage passes to you when you or your authorised collector takes physical possession of the cake.
After collection:
- keep the cake level and secure during transport;
- follow all storage, refrigeration, serving and use-by instructions supplied with it;
- do not leave it in a hot vehicle or in direct sunlight;
- protect it from contamination and physical damage; and
- for pet products, follow the product’s feeding and storage information.
We are not responsible for deterioration or damage caused after collection by unsuitable transport, handling or storage, except to the extent that the problem was caused by a fault already present when the product was supplied.
Allergen information at collection
For human cakes, allergen information is made available before you complete your order and is provided again with or at collection. If you are collecting for someone with an allergy, intolerance or coeliac disease, make sure you obtain and pass on that information before the product is eaten.
Dog cakes are pet food and are not for human consumption. Their label or accompanying information will identify the intended species and provide the composition, feeding, storage and use-by information, together with any other feed information required by law.
If the information differs from what you were given before ordering, do not consume or serve the product and contact us immediately.
Contact
Email: info@pettone.co.uk