Help

Returns & Refunds

I’m unhappy with my order. How do I get in touch?

If for any reason you’re unhappy with your Cakeshop order, please get in touch via our contact form. You’ll need to quote your order number, your email address and the details of the problem with the order.

When will I hear back from you regarding my complaint?

We aim to acknowledge any complaints within 1-2 days and will do our best to resolve the problem as quickly as possible. We may ask you to send a photo of the product to help us figure out the problem and to make sure it never happens again. If necessary, we’ll let you know how to return your item.

Can I return my toppers for a refund?

In the unlikely event that your cake toppers are faulty, we’ll ask you to return them to us within 3 days of receipt. Your right to return items to us in accordance with our terms and conditions is in addition to any other statutory rights you may have. If you’re eligible for a refund, we’ll reimburse the price you paid for the product(s) onto the credit or debit card that you paid with. Alternatively, we may offer to reprint and resend your toppers free of charge. Please note: it’s not our policy to offer both a refund and a replacement.

Why might I not qualify for a refund?

Refunds can’t be given if the fault is a result of your own actions such as product misuse, if personalised text is misspelt or if you uploaded a low resolution or small image. Please see section 3.3 (‘Personalising products’) of our terms and conditions for more information.