Refund policy

Refund & Cancellation Policy – Artisan Cakes London

At Artisan Cakes, we take pride in creating freshly baked cakes, cupcakes, and desserts for every order. As a small business, every order is prepared with care and attention to detail. We understand that issues can occasionally happen, and we are always here to help resolve them as quickly as possible.

We kindly encourage all customers to review our refund and cancellation terms before completing a purchase to ensure a smooth and transparent ordering experience with Artisan Cakes

Refund Eligibility

48-Hour Cancellation Policy

Due to the time-sensitive nature of cake preparation and delivery, we operate a strict 48-hour cancellation policy.

  • Orders with a delivery date or collection time less than 48 hours away are not eligible for cancellation or refund.
  • Same-day cake delivery and next-day cake delivery orders cannot be cancelled once confirmed.

Perishable & Custom Products

As our products are freshly made and perishable, the following items are non-refundable and non-returnable:

  • Cakes
  • Cupcakes
  • Baked goods
  • Personalized cakes
  • Custom cake orders
  • Handwritten or special-order items

Because taste preferences are subjective, Artisan Cakes does not offer refunds based on personal taste opinions once the order has been delivered.

Damaged or Incorrect Orders

We kindly ask customers to inspect their order upon delivery to ensure everything is correct and in good condition

If you receive:

  • A damaged cake
  • Incorrect items
  • Missing products

Please notify the delivery driver immediately. In most cases, we will:

  • Replace the order
  • Correct the issue
  • We are committed to arranging a suitable resolution as quickly as possible

If there is an issue with your order, please contact us within 1 hour of delivery via:

  • Phone
  • Email
  • Live chat

Reporting issues promptly allows us to offer the best possible solution.

Complaint Timeframe

Reporting Order Issues & Resolution Timeframe

  • All order-related issues must be reported within 6 hours of delivery.
  • Complaints made after this period may not be eligible for resolution or compensation.

Late Delivery Policy

London traffic and busy delivery schedules can occasionally cause delays. At Artisan Cakes, we currently maintain an 87% on-time delivery success rate and continuously work to improve our service.

Delivery Fee Refund

If your order arrives more than 1 hour later than your selected delivery window and the order is still accepted by the recipient:

  • Your delivery fee will be refunded.

Order Cancellation Due to Delay

If your order is running over 1 hour late, you reserve the right to cancel the order before delivery.

In this case:

  • A full refund will be issued.

Missing Add-On Items

If any add-on items are missing from your order, such as:

  • Candles
  • Cake toppers
  • Greeting cards
  • Extras

Please notify the delivery driver immediately or contact our support team. Any missing add-on items will be refunded accordingly.

Refund Processing

Once we receive and review your refund request, we will notify you whether your refund has been approved.

If approved:

  • Refunds will be processed to your original payment method within 10 business days (excluding weekends and bank holidays).

Please note:

  • Banks and credit card providers may require additional processing time before the refund appears in your account.

If more than 15 business days have passed since your refund was approved, please contact us through:

  • Email
  • Phone
  • Live chat

Contact Artisan Cakes

For any questions regarding your order, delivery, cancellations, or refunds, please visit:

www.artisancakes.co