Terms of service

1. Who we are

Aunty Snalex Bakery is a food business operated by Aleksandra Tzakovska, registered with the Dutch Chamber of Commerce (KvK) under number 88272141, based in Den Haag, the Netherlands. Contact and registration details are listed at the bottom of this page.

2. Our products

We currently make three things, and each one works a little differently:

Pie bars

Sold in boxes of 6, 12, or 18 pieces. Choose a single flavour, or a mixed box (also 6, 12, or 18 pieces) containing at least 3 of our 4 current flavours. Available through our online shop and in person at markets and pop-ups.

Cookies

Baked fresh in small batches and sold in boxes of 6, 12, or 18 pieces. Available through our online shop and in person at markets and pop-ups. Online cookie orders ship out twice a week, so what you receive is always recently baked rather than sitting in storage.

Custom cakes

Celebration and custom cakes are made to order, from scratch, based on what you request at the time of ordering. Because each one is personalised specifically for you, cakes are not stock items and can't be resold or reused if a plan changes.

3. Placing an order

• Pie bars & cookies: ordered directly through our online shop, or in person at markets and pop-ups.
• Custom cakes: start with a quote request or conversation about what you're after, followed by a 50% deposit to confirm and lock in your date. We'll always confirm your design and order details with you before we start baking.

An order is only confirmed once payment (or, for cakes, the deposit) has gone through.

4. Payment

Payment works differently depending on how you're ordering:

• Online orders (pie bars, cookies, and cakes): paid only through our website checkout or a payment link we send you. We're not able to accept cash for these.
• In-person sales at markets and pop-ups: cash or card/Tap to Pay.

Cake pickup payment

Custom cakes must be paid in full before the cake is handed over. On the day of your pickup, we'll send you a photo of your finished cake along with the payment instructions. If payment isn't completed, the cake won't be released.

5. Shipping & delivery

Pie bars & cookies

• Shipped within the Netherlands only, via PostNL.
• Cookie orders ship out twice a week.
• Free delivery within Den Haag on orders over €50.
• Free delivery within the Netherlands on orders over €75.
• Delivery times follow standard PostNL timelines once your order has shipped. We'll let you know when it's on its way.

Custom cakes

Cakes are collected or delivered locally within The Hague, as agreed with you when your order is confirmed. Delivery windows and any delivery fee will be confirmed at the time of booking. Cakes are not shipped by post.

6. Cancellations & refunds

Pie bars and cookies: all sales are final once an order is placed. Because these are made fresh in the quantities ordered, we're not able to offer cancellations or refunds for a change of mind.

Custom cakes: the 50% deposit is refundable if you cancel at least 7 days before your pickup date. This gives us time to hold off on buying ingredients specific to your order. Cancellations made within 7 days of pickup are non-refundable, as ingredients and time will already be committed to your cake.

7. If something's wrong with your order

"Final sale" doesn't mean we won't help if we've made a mistake. If your order arrives damaged in transit, is missing something, or isn't what you ordered, contact us within 24 hours of delivery/pickup with a photo, and we'll sort it out, whether that's a replacement, a partial refund, or another fair solution.

8. Allergens

All our products are made in a home kitchen that handles common allergens, including gluten, dairy, eggs, and nuts. Cross-contact is possible even where a specific product doesn't list an allergen as an ingredient. Full details are on our Allergens page. Please read it before ordering if you or the person you're buying for has an allergy or intolerance.

9. Intellectual property

All photos, recipes, artwork, branding, and written content on this site belong to Aunty Snalex Bakery unless stated otherwise. Please don't copy or reuse them without asking first. We're happy to chat if you'd like to feature or share something, just reach out.

10. Our liability

We take care in how we make and handle everything we sell. That said, nothing in these terms limits any right you have under Dutch consumer law that can't legally be excluded. Our liability for any claim is limited to the value of the order in question, except where liability can't be limited by law (for example, in cases of intent or gross negligence).

11. Changes to these terms

We may update this page from time to time as the business grows or things change. The version in place at the time you place an order is the one that applies to that order.

12. Governing law

These terms are governed by the laws of the Netherlands. Any disputes will be handled under Dutch jurisdiction.