Refund Policy

Returns and Refunds

Item/s must be new, unopened in their original packaging and in a saleable condition. It must also include your invoice order number and be sent to us with the delivery slip so that we receive it within 14 working days of your order being delivered to you. In the case of large items delivered by our specialist couriers, contact our customer services using the contact page within 14 working days of delivery to discuss the return. We will also pay the return shipping costs if the return is a result of our error.

Cancelling an Order

Under the Consumer Contract Regulations 2014, you have up until 14 days after purchase to cancel an order. You can cancel your order prior to processing for shipment and we will refund the full cost of the order, including any shipping costs.

However, we aim to process orders as quickly and efficiently as possible. Therefore, we cannot guarantee that you will be able to cancel an order before it has been processed for shipment. Crucially, we advise that you call our customer services immediately on 0121 630 3306 to notify us of a cancellation.

100% Money Back Guarantee *

Please retain your proof of purchase. The 100% Money Back Guarantee offer is only available with any of our 8” cakes. Returns will only be accepted if the cake is returned in the same condition as received on the same day minus the delivery cost and cost of £4.99 for return.
The cake will not be accepted if more than one normal slice of cake has been removed from the cake
A normal cake slice would be approx. 1/10th of the entire cake. .
For example an 8 inch cake would slice 8-10 pieces.
All our edible items will only be refunded if the packaging is intact.

Please note: Edible product types are strictly non-refundable due to food safety regulations. Please note: Edible prints are not refundable

You must contact us within 48 hours of receipt of your goods and return the item within 3 days of contacting us. If the goods are faulty or not fit for purpose then the cost of return postage will be refunded. In all other circumstances, the return postage costs are payable by the customer.

For Fresh Cream Cake orders which are cancelled 48 hours before delivery will be subject to a 30% cancellation charge.

In order to return goods, please email info@freshcreamcakes.com with details of your name, contact phone number, order number, date of order, items to be returned and the reason for returning. When returning goods to us, please enclose a copy of your invoice along with details of which items are being returned and the reason for returning. We will then process a refund for the goods unless stated otherwise.

Please Note: Customised or personalised items are excluded from the regulations and cannot be returned.