This delivery and refund policy sets out how we handle refunds and order collections for our made-to-order cakes and food. This policy applies to all transactions made through our website or in person at any of our branches.
This policy is in accordance with the laws of the United Kingdom, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
We reserve the right to change this policy at any time. Any changes will be posted on our website and will take effect immediately. It is the responsibility of the customer to read and understand this policy before placing an order. Your statutory rights are not affected.
All orders are made available for collection only at one of our participating stores at no additional cost. Once an order is created, it is made by our team of chefs and then delivered to these stores using our internal refrigerated delivery network. We do not offer a home delivery service.
When placing an order, the customer must specify their preferred branch and time for collection. It is the customer’s responsibility to collect the order at the specified time and branch location. Please kindly consider how you will transport your items from our shops to their final location – some of the items are fragile or will perish quickly if left in unfavourable conditions.
We will endeavour to accommodate requests for variations to collection times or locations, but these will be subject to our ability to fulfil such requests and will not be guaranteed. Any variations must be requested in writing, and are not considered accepted until you receive a confirmation from us. We recommend not making changes to your order less than 48 hours before the specified collection time to increase the likelihood of accommodating the change.
Any orders not collected at the specified time will be held for a maximum of 24 hours. After this period, the order will be considered abandoned and will be disposed of. No refund or replacement will be offered for abandoned orders
As our products are perishable, made-to-order, and preparation commences as soon as an order is placed, we are unable to provide refunds or exchanges for change of mind or mistakes made during the order process.
Under the Consumer Rights Act 2015, if your goods are faulty or not as described, you have the right to request a refund. To qualify for a refund, please inspect your order upon collection. Any faults or discrepancies must be reported to us within 2 hours of collection. We may ask for photographic evidence or the return of the faulty goods.
All refunds will be processed to the original method of payment within 14 days of agreement to refund.
Due to the bespoke nature of our products, we cannot accept cancellations once the order has been confirmed and the preparation process has commenced.
On Display to Order
Sometimes we have display cakes available at our stores so that you can see these items before ordering them. Orders for display cakes can be placed with the help of our team and will be subject to the same delivery and refund processes and policies outlined on this page.