Our Policy

This policy applies to all customers with purchases and orders.

Custom Order Policy

Orders must be placed 7 days in advance. Accepting an order comes down to our availability on the desired date. Last-minute orders will be considered based on availability. For custom orders, a 50% non-refundable deposit is due when the order is placed. The remaining balance is due 3-5 days prior to the order due date, depending on the size of your order. 

Changes to Orders

Any change must be submitted by phone or email no later than 5 days prior to the scheduled pick up date. All changes are subject to price increases and availability. There will be no changes to the design within less than 5  days from the scheduled event date.

Matching Colors

We make every possible effort to match event, wedding or picture colors but are not able to ensure the exact shade or lighting and sight may affect color.

Dark Colors Disclaimer

Dark food coloring on desserts has the potential to stain linens, clothing, furniture, teeth and skin upon contact. The Conche Studio cannot be held liable for issues resulting from my choice of dark color(s). The Studio will strive to accurately match color choices, however some color tones, especially but not excluded to, deep reds, vibrant blues, and violet tones, may not make an exact match due to the natural base colors of cake, frosting and decorating ingredients. Deep colors require a significant amount of food coloring, which may adversely affect the flavor and quality of desserts.

Chocolate Policy

All products are the responsibility of the customer once it leaves our Studio. We are not responsible for any damage occurring to the chocolates during transportation, set-up or any time thereafter. For custom orders, your order will not be placed until we receive payment.

It's the client's responsibility to ensure that the chocolates will be kept in an area that is climate controlled to ensure that they remain intact and retain their original condition. Extremely high temperatures and humidity may affect the condition of the chocolate.

All sales are final. If you believe there was an error on our end, please reach out to us immediately so we may evaluate the concern.

Refund Policy

Due to the perishable nature of our products, we do not offer returns/exchanges/refunds unless an unintended mistake was made by The Conche Studio (missing or damaged treat). All products are the responsibility of the customer once it leaves our Studio. We are not responsible for any damage occurring to the cake during transportation, set-up or any time thereafter. In this case please contact us immediately upon receipt of your order. All sales are final. There are no refunds for custom orders, completed orders and deposits. If you believe there was an error on our end, please reach out to us immediately so we may evaluate the concern.

Cancellation Policy

We bake every order from scratch, customized specifically for your unique requests (flavors, colors, designs, quantities, etc.). Therefore, once the product is made, we are generally unable to use it for any other purpose and cannot offer a cancellation or refund. In some circumstances, if your order is not already in production, we may be able to offer a refund or delay your order to a future delivery date.  We will do our best to accommodate any changes. Please note that if your order is already in production, we are unable to accommodate your cancellation or offer a refund.

Allergen Warning

The Conche Chocolate and Cake Studio is a facility that uses products containing Soy, Dairy, Eggs, Wheat, Sesame, Tree Nuts (Hazelnuts, Almonds), and Peanuts. Please be aware that our food may contain or come into contact with these common allergens. If you have a food allergy please notify our pastry team so we can take the appropriate measures to fill your order.

Stand Rentals

Rentals are available upon request for dessert orders that exceed $500 at a fee of $50 with a $200 refundable deposit upon return. We allow one week past the event date for return to receive the full deposit back. The client is responsible to return the stand The deposit will also be used to cover any damages that may occur.

Cake Care

It's the client's responsibility to ensure that the cake will be set up in an area that is climate controlled to ensure that the cake, desserts or chocolates remains intact and retains its original condition. Extremely high temperature and humidity may affect the condition of the cake or products.

For a wedding cake with more than two tiers, there are no wedding cake pickups, deliveries are required.

Read more about cake care here

Chocolate Care

It's the client's responsibility to ensure that the chocolates will be kept in an area that is climate controlled to ensure that they remain intact and retain their original condition. Extremely high temperatures and humidity may affect the condition of the chocolate.

Read more about chocolate care here

Contact

Speak with a pastry team member so we can best assist you in accommodating any changes to your order.

Call 703-779-1800 or use our contact form.