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No refunds will be processed for any cancellations that are made in less than 6 days for Fresh Cream Cakes and 7 days for Fondant Cakes before the delivery date. Please email hello@cakesandbakes.co.uk, if you need any assistance.
If there are any damages or misspelled on your cakes, it needs to be emailed and kept informed via WhatsApp, call or email with pictures of all sides of the cake within 5 hours of the delivery made by the driver. Our customer service agent will be available between 10am – 10pm to resolve any issues. All cakes will be tested by our quality analyst before dispatching on the day. If you have any concern regarding the quality of the cake it needs to be returned with minimum of 90% size of the cake with original box if not refund will not be made. The product can be returned at any of our stores.
If a cake is dropped at a Cakes & Bakes store for investigation purposes and if the conducted investigation confirms that Cakes & Bakes is not at fault, no refunds will be processed.
Should you have any inquiries or complaints regarding a refund, we kindly request that you direct your communication via email to hello@cakesandbakes.co.uk. Please be advised that they solely retain the right to process any refunds
In the event of a pricing-related glitch on our website, we reserve the right to contact the customer to collect the balance amount based on the selected size, sponge, and filling at the time of order placement. If our customer service team successfully collects the balance amount, and the payment is settled, we will confirm and process the order. However, if the balance amount is refused, we reserve the right to cancel the order and issue a full refund. This policy applies only in cases where a pricing error occurs on the website during the online order process at checkout or post payment.
Standard delivery will be between 9am and 9pm by our company drivers and priority delivery will be between 10am - 3pm , 3pm - 8pm & 6pm – 10pm and 10pm – 2am. Please be advised 99% of deliveries are made on the correct day & time, sometimes there may be external factors like (traffic, breakdown, accidents, weather etc) which can delay your cake delivery. We are unable to offer compensation for late deliveries which is not over 2 hours of lateness to the time you have chosen.
Due to parking restrictions and charges with some areas, we request customers who live in apartments or flat to collect from the driver outside your building unless you require some special assistance for those who are disabled which need to be informed to us after placing an order.
*Free delivery and coupon code are applicable only for Online Delivery & Collection.
We kindly remind our customers that cancellation requests for bespoke cakes must be communicated to us at least 20 days before the scheduled delivery date. This policy enables us to fulfill all orders to the highest standard and make necessary arrangements for our team and resources