Refund, Cancellation & Returns Policy

Confirming Your Order

Full payment is required to confirm an order. Once confirmed, orders cannot be cancelled for a refund, because each cake is made to order and cannot be resold.

Requests to change a design, date or delivery arrangement are subject to feasibility and our written confirmation. Any additional charges will be agreed before changes proceed.

Perishable and Personalised Products

We do not accept change-of-mind returns of cakes, food or personalised products.

Unused non-food gift items (such as bears, plushies and gift add-ons) may be exchanged within 7 days if unopened.

This does not affect your rights where an order is defective, incorrect or otherwise fails to meet applicable consumer requirements.

Damaged, Incorrect or Missing Items

Please inspect your order when it arrives or is collected. Contact us immediately, preferably within two hours of receipt, with:

Your order number and contact details
A description of the problem
Clear photographs of the product, packaging and any damage

For an issue discovered later, contact us promptly after discovery. We will consider the circumstances rather than automatically rejecting a genuine complaint because two hours have passed.

Please retain the product and packaging where reasonably possible and safe. Do not consume food you suspect is unsafe. Contact us before returning any item.

How We Resolve Problems

If the problem arose from our preparation or delivery arrangements, we will assess an appropriate remedy. This may include repair, replacement, a partial refund or a full refund. Replacement depends on available time and feasibility.

Personal taste preferences alone do not establish a defect. Handmade cakes may have reasonable variations from reference images, but should reflect the agreed description and material design details.

Third-Party Orders and Couriers

For orders purchased through a delivery platform, report problems through that platform’s support process. We can assist with relevant order and handover information.

For direct orders delivered by a courier we arrange, contact us so we can investigate.

If you independently arrange collection by your own courier, subsequent transport and handling are managed by you and that provider. Applicable consumer rights remain unaffected.

Approved Refunds

Direct PayNow refunds are issued within seven calendar days after approval, normally to the original payer.

For Qashier payments, we initiate approved refunds within five calendar days after confirming approval, normally through the original payment method. The time taken to appear in your account depends on the payment provider and bank; we will provide available processing information.

We do not deduct processing fees when refunding an error attributable to us. If we cannot fulfil your order and no alternative is agreed, we will refund the unfulfilled order.