returns enquiries - how can we help?

We realise that you may occasionally have a question about returning a product that is not already answered in the Delivery & Returns page page and we are happy to help if we can.  Before going to the trouble of contacting us, please check the FAQs below as these may help answer your query right away and save you waiting for our reply

The information below is purely for those items where you have changed your mind and you would like to return the item for refund or credit.  For help with an incorrect or damaged item which you need replaced please see our My Order Enquiries page

Please note that some products are not eligible for returns under our Returns Policy.  In particular, we are unable to accept returns which do not meet our Food Safety Policy

Please note that we do not respond to messages that ask us to break our Food Safety Policy, Returns Policy or other policies

Can I return an item?

Which items can't I return?

Can I exchange an item?

How do I return the item?

How will you refund me?


Can I return an item?

Yes, most items can be returned but there are a few conditions - these are mainly concerned with Food Safety - please see below

If a product is not what you expected then under the Distance Selling Regulations and, from 13th June 2014, the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013, you have the legal right to return the item, providing it is new (unused), complete in all original packaging and that doing so allows us to stay within our Food Safety Policy

Please note these Regulations do not cover business-to-business transactions (eg trade customers).  Trade Customers and non-UK customers have no automatic right to return an item but we will always agree to the return where possible and where it does not breach our Food Safety Policy

Where you simply change your mind about a product, we may agree to you returning it providing it is new (unused), complete in all original packaging and that doing so allows us to stay within our Food Safety Policy, and will issue a credit to your Cake Stuff account


Which items can't I return?

Food Safety is our top priority - there are some items we would never sell after being returned from a customer.  For full details please see our Food Safety Policy

Sorry, but we cannot accept for return edible, food-contact, customized or personalized items, cut ribbon and items specially ordered or made for the customer

 

Can I exchange an item?

Sorry - no, but you are welcome to use the credit / refund to re-order another item


How do I return the item?

You must contact us within 7 days of receipt for a returns code and then return the item within 14 days.  The method of return is the responsibility of the customer but the item must arrive back with us unused, undamaged and complete in all original packaging.  Please do not write on or otherwise mark the packaging as we are unable to accept the return of items where the retail packaging is unusable - this applies especially to Napier cake stands, Agbay levellers, Mosser Glass cake stands and other larger products where we are unable to process your return unless the box / packaging are in pristine condition

We advise you to check the cost of return postage first, as in many cases the cost of the postage could be nearly as much as the value of the item.  Cake Stuff are unable to arrange a return on your behalf 

Enclose a copy of your order form or at least a note with your order number and returns code - this helps us identify you quickly and to arrange the credit or refund without any delay.  Items returned before first contacting us (ie without a returns code) cannot be processed for credit or refund


How will you refund me?

We would normally credit your Cake Stuff account (e-wallet) as this is the method most customers prefer but retail customers can opt for the amount to be refunded using the original payment method (eg debit card, credit card, PayPal) under certain conditions.  Trade Customers and non-UK customers have no automatic right to return an item but when we agree to allow this, a credit will be applied to your Cake Stuff account

When the item is returned our warehouse team will inspect it and if it is unused, undamaged and complete with all packaging, we will be able to process your credit or refund within 24 hours of receipt.  We cannot process a credit or refund for any used, damaged, incomplete item, including items where the original retail packaging is damaged or defaced

Please note that if you return an item for refund and this brings your order total below £75 then where free or discounted delivery has been applied, the original delivery charge will be payable.  The cost of delivery will be deducted from the value of any refund so in some cases this may mean that (when you include return postage costs) it may not always be worth returning an item.  Please remember this only applies to items being returned under the Distance Selling Regulations / the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013

Please see our Delivery & Returns page for more details

 


If you cannot find the answer to your question above, please complete the form below and one of our Customer Service team will reply as soon as possible

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