When something needs putting right
Everything is baked to order, so this works differently from sending back a jumper. Here is what happens in each case, plainly.
Changing or cancelling
Call or write before we start on it and we will change it or cancel it, and refund you in full.
For pickup and local delivery that means up to two days before your date. For a shipped order it means up to the day before it leaves. After that the ingredients are bought and the baking has begun, and there is nothing to take back.
If it arrives damaged
Send us a photograph within two days of it landing. We will bake it again on the next run or refund it, whichever you would rather.
Keep the box if you can. The carrier sometimes asks, and we can take it up with them directly.
If it arrives late
Boxes travel on a two to three day service and carriers occasionally miss. If yours arrives after the day it was promised and is no longer good, tell us. It is handled the same way: baked again or refunded.
You do not need to prove it was the carrier. That is our argument to have, not yours.
If we got it wrong
The wrong item, a missing item, or something that is not what the page described. Tell us and we will put it right. No photograph needed.
If a pickup order is not collected
We hold it for three days past your date, and longer if you call and ask. After that we cannot keep it, and we cannot refund it, because it was baked and it was yours.
Weather, and things nobody controls
Storms close roads and ground planes here more than in most places. If we cannot bake, or a carrier cannot fly, we will tell you as soon as we know and you can choose a new date or a refund.
How a refund reaches you
Back to the card that paid it, within a few working days of us agreeing it. How quickly it shows is your bank’s decision.
On a gift, the refund goes to whoever paid. We will not tell the recipient there was one.