Returns Policy
Effective Date: Jan 2025
At Lucy Claire Bakes we take great pride in creating custom cakes and baked goods to meet your expectations. Due to the perishable and custom-made nature of our products, we have the following returns and refund policy:
1. Custom and Bespoke Cakes
• Non-Refundable: Custom and bespoke cakes are made to your specific requirements, including design and flavour. Once the order is confirmed, refunds are not available unless there is an error on our part.
• Changes to Orders: Changes to designs, flavours, or specifications must be requested at least 7 days before the delivery or collection date. Additional charges may apply.
• Cancellation Policy- includes bespoke cake and wedding cakes
• Orders cancelled more than 30 days before the event date may be eligible for a partial refund (minus any non-refundable deposits).
• Orders cancelled within 30 days of the event date are non-refundable.
2. Pre-Made Cakes and Bakery Items
• Non-Refundable: Due to health and safety regulations, all pre-made cakes and baked goods are non-refundable and cannot be returned unless the product is faulty or damaged upon delivery/collection.
• Customer Satisfactions Guarantee:
Should you be unhappy with the cake we will do everything we can to rectify the matter before the event. If you are still unsatisfied then we will refund the price of cake in return for the product.
If there is a design problem the cake is to be photographed and e-mailed within 48 hours of the cake being collected or delivered. Situations where the cake is eaten, and therefore not returned, vouchers may be offered.
If you have a complaint about the taste of the cake then a sample is to be provided within 24 hours.
3. Allergen Information
We take great care to accommodate dietary requirements; however, our products are made in a kitchen that handles allergens such as nuts, dairy, and gluten. It is your responsibility to inform us of any allergies or intolerances before placing an order. We cannot offer refunds due to allergen-related issues if we were not informed in advance.
4. Delivery and Collection
• Delivery: When a cake is to be delivered it remains the responsibility of the company while in transit. Where any damage occurs then it is the sole responsibility of the company to make good any damage. If this is not possible, for whatever reason, then a full refund will be given.
For wedding cakes, a set-up fee is charged, as cakes are assembled on site due to the delicate nature of their designs this takes time. This includes any additional features added after assembly, including floral arrangements, stands and cake toppers.
• Collection Responsibility: As you will appreciate that once the cake leaves the studio then responsibility then passes to the customer and the company is not liable for any damage in transit. Please be aware that a flat surface is required to retain the stability of the cake and should be secured where possible to remove the risk of movement in transit.
If you are unsure ask a member of staff.
5. Refund Process
• Refunds are issued only for confirmed faults, errors, or damages directly caused by us.
• Approved refunds will be processed within 7 business days to the original payment method.
6. How to Contact Us
If you have concerns about your order or would like to request a refund, please contact us:
• Email: info@lucyclairebakes.co.uk
We value our customers and aim to resolve any concerns as quickly as possible.
7. Exclusions
Please note the following exclusions:
• Refunds will not be issued for personal taste preferences.
• Refunds will not be provided for incorrect details or specifications given by the customer (e.g., wrong date, spelling, or design requests).
By placing an order with Lucy Claire Bakes Ltd. you agree to this Returns Policy.