Refund policy
Non-Returnable Items Due to the nature of our products, all goods sold by CakeDrop are non-returnable. We are unable to accept returns or exchanges for any items purchased through our online store.
Damaged Products In the unfortunate event that your order arrives damaged, we are happy to offer a refund or replacement should damage have occurred before delivery. However, we must be notified within 2 hours of delivery to qualify for a refund or replacement, with the exception of corporate gifts which can be reported within 48 hours of delivery. Please contact our customer service team immediately at hello@cakedrop.london with your order number, a description of the damage and clear photographs of the damaged items. We require photographs of the damage to assess the situation and process your refund or replacement promptly.
It's important to note that damage prior to delivery is very rare as our team perform checks upon dispatch and our couriers are trained in handling our packages with care. Damage typically occurs upon delivery due to mishandling by the recipient before boxes are opened. This mishandling includes stacking boxes or carrying them at an angle. This type of damage is often recognisable by signs such as treats being crushed or toppled, and unfortunately, we are unable to issue refunds in the case that damage was caused after delivery.
Products not as expected: Refunds and replacements for treats not meeting your expectations in terms of design or taste will be considered at our discretion. If you believe that the design or taste of your treats significantly deviates from what was represented on our website or in communications with us, please contact our customer service team within 2 hours of delivery with clear photographs and a detailed description of the discrepancy. This timeframe is extended to 48 hours if the product is a corporate gift. We will review your case on an individual basis and determine the appropriate course of action.
Refund Process Once we receive your notification and verify the cause of the damage, we will initiate the refund or replacement process. Refunds will be issued to the original payment method used for the purchase. Please allow 5-7 business days for the refund to reflect in your account.
Exceptions Refunds or replacements will not be granted for:
- Incorrect orders due to customer error during the ordering process.
- Delays in delivery caused by factors beyond our control, such as weather conditions or courier delays.
- Damage caused due to incorrect storage or mishandling after delivery
Contact Us If you have any questions or concerns about our refund policy, please feel free to contact us at hello@cakedrop.london. Our dedicated customer service team is here to assist you.
Changes to This Policy CakeDrop reserves the right to update or modify this refund policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.
By making a purchase from CakeDrop you agree to abide by the terms and conditions outlined in this refund policy.