Refund policy
Every box is baked to order and most carry your own message, photo or logo. Because they're personalised and perishable, there's no 14-day cancellation period and we can't take returns if you change your mind. This doesn't affect your statutory rights.
Cancelling or changing an order
More than three working days before your delivery date, you can cancel or change your order. Cancellations are refunded minus £2, which covers the payment provider's fees.
Inside three working days (Monday to Friday) we can't cancel or change it, because the work has already started.
We can usually change the delivery address until the afternoon before your delivery date. Email us as soon as you spot it.
If something's wrong with your order
Email within 24 hours of delivery with your order number and a photo of the problem. If you think the flavour is wrong, photograph the bottom of the brownies, or a sliced piece for a slab.
Depending on what went wrong, we'll send a replacement, give you credit or refund you. We may ask you to send the product back, and a manager reviews every refund.
If it's late or lost
If your order is more than a day late, email us and we'll chase Royal Mail. If tracking hasn't moved for two working days, or Royal Mail can't find the parcel, we'll bake and send a replacement.
If the address was wrong
Before your order ships, we email you twice: your order confirmation, then a second email to double-check the address and delivery date. If it's wrong or incomplete after dispatch, we can't redirect the parcel or refund it. As a goodwill gesture, we can bake your order again for £7 towards shipping and packaging.
How refunds are paid
Refunds go back to your original payment method. Your bank can take 5 to 10 working days to show it.
