Terms & Conditions
Grenville Kitchen respects the privacy of our customers, business partners, employees and job applicants and other visitors to our websites who may choose to provide personal information. We recognize the need for appropriate protections and management of personal information that you provide to us. This Privacy Statement will assist you in understanding what types of information we may collect, how that information may be used, and with whom the information may be shared.
All custom decorated orders are to be paid in full when the order is placed either by emailed invoice, or in person at the restaurant. All online orders for In-Store pickup are paid in advance in full online when order is placed on .
We take pride in our food, desserts and cakes. If you are unhappy with your order and/or purchase, immediately notify us (within 24 hours of pick-up) of your concern and return your order to us. We will give you credit for the amount returned for use toward a future purchase. You must bring receipt of purchase with you.
Order Cancellation Policy
Grenville Kitchen understands that plans change and we will gladly assist you in making changes to your order date and time whenever possible. We accept weekday cancellations by phone or email () prior to 2:00 pm, 2 business days before your event. All changes must be handled directly with a representative of Grenville Kitchen and confirmed. Grenville Kitchen reserves the right to charge a cancellation fee if insufficient time is given, as stated above, due to costs incurred in the purchase, priority and preparation of the order. Charges for cancellations after the above time will be as follows: 25% of the entire order will be charged for cancellations 24 hours prior to the event and 100% of the entire order will be charged for canceling the order after that time. It is entirely up to Grenville Kitchen's discretion, to change or otherwise offer any other options to the customer. Special orders that are not picked up will NOT be refunded. Orders that require delivery and cannot be delivered due to customer’s wrong information or availability will be taken back to Grenville Kitchen and stored until further notice from customer. Should you require a future delivery date, you will be held responsible for an additional delivery charge. Because of the nature of our business and our quality and freshness assurance, we will dispose of any food, cake, cupcake, baked item that is not picked up or delivered within 48 hours after the due time and you will NOT be refunded due to the above rules.
Wedding & Grooms Cake Cancellation Policy
Wedding deposits are non-refundable & non-transferable (Deposit is deducted from the wedding cake balance only). Any Wedding or Groom’s cake orders cancelled 2 weeks prior to your wedding date will receive only a 55% refund on any payments made after the deposit. Any Wedding or Groom’s cake orders cancelled less than 1 week prior to your wedding date will receive a no refunds on any payments made after the deposit.
You have the option to make changes to your design or flavors up to two weeks before your event at no charge. However, there will be a $25 Change Order fee for any changes that are requested there after or within 24 hours of the time required for your event.
Highly Decorated Cake Orders
Highly decorated cakes include wedding cakes, grooms cakes, sculpted cakes and cut-out cakes. The latest time available to order a Highly Decorated cake is the Wednesday prior to the weekend required at noon. The above Order Cancellation Policy will apply for those situations. During peak holiday season Grenville Kitchen reserves the right to adjust the cut-off date if orders have exceeded our production capabilities.
Decorations and Coloring
We have a highly skilled decorator. We will do our best to match any requested color or design. We are limited to the fact that we are dealing with icing that can fade do to light and temperature so we do not guarantee an exact match. Also do to the nature of drawings, we will make our best representation of what is requested but are again limited by the nature of our product.
Edible Images and Copyrights
· We do not offer touch up or color adjustments. Minor cropping may occur in order to fit image to cake/space available.
· Copyright images will not be printed. In order for copyright images to be reproduced, authoritative letters from governing body to whom the image has been copyrighted to will be requested and needed upon placement of order.
· Image will be printed as on a “what is given” basis.
· Images are reproduced using edible ink food colors and therefore some distortion in the color from the original image is possible
· Edible image quality will depend on the image size and quality of the original photo provided
· Please bring in copy of image. We cannot guarantee return of image in exact condition. If image is lost or damaged we claim no responsibility for replacement or restoration of original image.
Grenville Kitchen takes great pride in Products.
Please be advised that UPS DOES NOT deliver to APO/FPO or other Military addresses.
The person you are shipping to can expect their Product to arrive by 3:00pm or 4:30pm the next business day to commercial destinations if requested to ship UPS Red. End of day to residential locations. Friday Shippers for a Saturday delivery require an additional $15 charge added at checkout! Place Orders to multiple locations separately. PLEASE INFORM THE RECIPIENT TO EXPECT SHIPMENT! Delays resulting from inclement weather are not covered. Once a delivery has been attempted (a call tag left) delays resulting from setting up a second delivery attempt or pick-up are not covered.
We offer two options for delays resulting from the shipper. Please be mindful that if the bakery runs into issues baking your product in time for UPS delivery we may have to ship on the next available ship day.
1) Refund shipping charges if you wish to keep the Product or
2) Product reshipped if you wish to return the delayed cake but not necessary due to possible spoilage.
If the product is damaged in shipping, we will gladly process a damage claim with UPS. Claims must be made within 5 days of receipt. The shipping company may require that the damaged product, box & all items included in package be picked up for inspection; so please do not discard the box, product or any of its contents. Damage & unsuccessful deliveries are not common – ONLY 1 – 1.5 % claims are processed per season from all of the cakes that we ship. No refunds are given for incomplete or wrong addresses. Packages left at the door – sometimes a shipper will leave the package at the door if they determine it is safe. Apartments, Condos, Dormitories, Hotels, Hospitals – shipments are usually directed to a complex office or receiving department which may result in delays. We recommend letting the recipient know they will be receiving a package so they can be on the look-out for it. No refunds are given due to this delay. No deliveries are accepted at Military Bases or P.O. Boxes. Deliveries to extended delivery areas are not guaranteed. International deliveries are not recommended because of the distance of travel for a perishable item. Products are perishable food items and therefore cannot be returned. Credit card authorization and verification must be received prior to processing an order. UPS shipments occur Tuesday through Friday, excluding holidays for Next Day Air delivery unless otherwise noted i.e, Ground Shipment. Additional questions or problems may be directed to our shipping department and will be handled on individual basis according to our store policy.
PLEASE NOTE: Out of state orders WILL NOT be charged sales tax.
Out of Stock Policy
Our stock fluctuates throughout the day with sales demand. If an item you ordered is out of stock, we will first try to contact the customer either by phone or via email. We will give you other comparable choices to choose from.
· What personal information does Grenville Kitchen collect?
Personal Information is information that can be used to identify or contact a specific individual, such as a name, address, telephone number or email address. Grenville Kitchen may collect certain personal information from customers, business partners, employees and candidates for employment. Grenville Kitchen does not collect personal information when you visit the Grenville Kitchen website unless you choose to provide such personal information. No credit card information is stored on the website. Credit card information is not taken by phone, you have the option to receive an emailed invoice or to make payment in store.
· How does Grenville Kitchen use personal information?
Grenville Kitchen will use personal information to provide customers and business partners with information and services and to help us better understand your needs and interests. Specifically, we use your information to help you complete a transaction or order, to communicate with you, to deliver products/services to you, to bill you for products/services you purchased, and to provide ongoing service and support. Occasionally we may use your information to contact you for marketing and quality assurance purposes. Personal information collected online may be combined with information you provide to the bakery through other sources such as trade shows and/or our advertising campaigns.
· With whom does Grenville Kitchen share personal information?
Grenville Kitchen will not share personal information with third parties. Grenville Kitchen will not sell, trade or lease your personal information to others. We respect and are committed to protecting your privacy. We may collect personally identifiable information when you visit our site. We also automatically receive and record on our server logs from your browser including your IP address, cookie information and the page(s) you visited. We will not sell your personally identifiable information to anyone.
Choice and Consent
Grenville Kitchen does not require that customers, business partners or visitors to Grenville Kitchen websites provide any personal information. The decision to provide personal information is voluntary. In some instances, if you do not wish to provide the personal information requested, you may not be able to proceed with the activity or receive the benefit for which the personal information is being requested.
Security of Personal Information
Other Information/Logging and Cookies
Like many other web sites, we use “cookie” technology to improve your experience at our site. Cookies are small pieces of data that are placed in your computer’s browser to store your preferences. When you visit a web site, a message is sent back to the web server by the browser accessing the web site. You may elect not to accept cookies by changing the designated settings on your web browser. However, not utilizing cookies may prevent you from using certain functions and features of web sites.
Links to Non-Grenville Kitchen Web Sites and Third Parties
On-Line Policy Only
Children Under 13
Access and Opting Out
You may, at any time, remove your personal identifying information from our current customer database. If you have submitted personal identifying information to us and you wish to have it removed from our records, if you have other questions about this policy, the information you have provided to us, or wish to notify us that you do not want your information shared with unaffiliated third parties, please contact us at:
311 W Ashley St
Jacksonville, FL, 32202
Or via our contact page. So that we can process your requests, include both a detailed explanation and, in the subject line of your message, either indicate “Delete Information,” “General Privacy Question,” “Access to Personal Information,” or “Opt Out of Sharing.” We will respond to all reasonable requests as soon as feasible.
Any questions regarding this Privacy Statement or if you believe that the privacy of your personal information has not been respected, you may make a written submission to the attention of Chef Jenielle Frith.
311 W Ashley St
Jacksonville, FL, 32202
or via email by clicking the contact page or sending to m.
Changes to this Statement
Please note that this Policy may be subject to modifications from time to time. Any significant changes to this policy will be posted here. Grenville Kitchen encourages you to periodically review this policy to be informed of how we collect, use and protect your information.