Delivery and returns
Your consumer right of return and refund
As our Products contain fresh and perishable food, you are not entitled to the "normal" right to return goods within 14 days after the day you receive them, simply if you change your mind. This is because the food is likely to have a best before date within only a few days of delivery of the Products.
Right to cancel an order if you notify us before midnight on Wednesday before delivery on a Friday: If you have ordered Products for delivery on Tuesday and then change your mind or decide for any reason that you do not want to receive a Product, you can notify us of your decision (see "How to contact us" below) and cancel your order before midnight on the Friday before the following Tuesday delivery. We agree to cancel your order and will not charge you for it.
Right of return and refund if the Product is defective or not as described: Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. You have legal rights in relation to Products that are defective or not as described. If the Products we deliver to you are defective or are not as described on our Website, you should contact us and report such defect or misdescription as soon as possible (we ask that this is within 2 days from delivery of the Products and if possible we ask that you send us a photograph as evidence of the defective or misdescribed Product – this will assist in processing your refund quickly).
We will ask you to safely dispose of such Product and if we agree that it is defective or misdescribed (acting reasonably) we will offer you the choice of either a replacement delivery on our next available delivery run or a refund of the price of the Product in full.
We will refund you within 14 days after the day on which (whichever is the earlier of):
We try our best to ensure that our Products are perfect 100% of time, but we are sure you will agree that this is not always possible. In the event of a minor error (for example, failing to include one ingredient which is not the main ingredient, or substituting a red pepper for a yellow pepper) we reserve the right to use our discretion as to whether a full refund is applicable or not. We will act reasonably and may offer you a partial refund or a voucher. We will refund you by the method used by you to pay.
- the day on which you provide us with acceptable evidence that the Product is defective or misdescribed and we have agreed for you to throw the Product away safely.
- the day on which you provide us with acceptable evidence that you have sent the Product back to us; or
- the day we receive the Product back from you;
We want to get you baking as quickly as possible that’s why we offer Free Next-Day Express Delivery and that includes Sat on any order, no min spend, no £15 for sat delivery FREE MEANS FREE and you can order up to the 3pm for same day shipping.
You order can only be singed for by a member of your household and cannot be left anywhere else as the box contains ingredients and we want to ensure that they get to you safe and sound.
The cut-off time for dispatching on the same day 12 noon for DHL and 3pm (will go by Fedex) Any Friday orders will be shipped for Sat Delivery Hermes. orders after 12pm will be dispatched the following weekday. Next Day Delivery will be delivered between 07.00 to 21.00 and the same on Saturday unlike others we don’t charge £15, Orders that have been placed during the weekend Friday Saturday and Sunday are going to be dispatched on Monday and are due to arrive on Tuesday.
Trade/Bespoke/Orders/Boxes up to 25 boxes are send out same day. Bespoke
We are aiming to dispatch custom orders on the same day they come in to offer a Next Day delivery across the UK. However, this is not always possible as custom orders need to be assembled on the day they come in instead of using prepared stock. On days with a particularly high volume of sales, it might happen that custom orders get dispatched the following day.
RETURNS (PLEASE NOTE IN REGARDS FRESH FOOD AS IT IS NOT PART OF THIE POLICY
We want to make sure you’re totally happy with your purchase, so we offer a 30-day free returns window.
- Chat in the shop or write an email to firstname.lastname@example.org
- We send you the returns label
- Pack everything into a box large enough for the pack
- Please make sure is packed nearly.We can only issues a refund on our bakeware and Baking Treats we can only refund unused items or items that were faulty at the time of delivery. In addition, we are unable to refund any extra delivery fees that have been paid eg. for deliveries to Northern Ireland. Deliveries to mainland UK are free of charge and are not affected.
Because of the complexity of the returns process it is not possible to return partial orders at this time and we can only accept entire orders to be returned (exception for faulty or damaged items).
There’s no hidden extra costs for returning your goods within this time window - we promise!
Your refund will be processed on the original payment method used to place the order, within 3 days of us receiving your returned items.
If you used a debit card, you should see the money in your bank account within 3 working days. This can take a little longer for credit cards, and you should see your money return within 7 working days.
Paypal can take up to 2 working days
If payment was made using our financing option, the money will typically be refunded within three working days. However, it may take a little longer.