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Delivery & Returns
When will my order arrive?
Please allow 5 to 7 business days from your order date for delivery. However, some products may take longer to arrive due to size, weight, location, weather conditions etc.
How will my order be delivered?
All orders will be posted via Hermes.
What are your postage and packaging charges?
We charge a flat rate of £2.95 for delivery within the UK.
Shipping outside of the UK to the EU will include an additional fee, based on the weight of the order. Upon placing your order, you will be charged the UK postage rate but we will contact you before dispatching your order with any additional charges. Orders to countries outside of the EU may be subject to an additional customers clearance charge (Duty).
*Please note, this charge applies to the majority of purchases, but there may be exceptions, such as for larger/heavier items or more expensive items, where higher shipping charges may apply.
Can I track my order?
Orders can be tracked through the Hermes website, instructions of how to do so will be included in your Order Dispatch Confirmation email.
Can I send items to multiple addresses with the same order?
Not at this time. To ship items to different addresses, please make separate orders for each address.
We want you to be happy with your purchase!
Cake Crafting is committed to selling quality products which we hope you will love. However, we understand that there may be a time when you need to return something you have bought. Please follow our simple Returns Procedure as detailed below. If you require assistance you may contact us by email at email@example.com
If you are unhappy with your goods, you can return them in a saleable condition within 28 days of receipt for a full refund, in line with The Consumer Protection (Distance Selling) Regulations 2000. The buyer is responsible for the cost of the return postage. We recommend that returns are sent by recorded delivery as we cannot accept responsibility should your returns go missing. Please note that some items are non-returnable as detailed below.
We typically process returns within 3 business days after we receive the item. Once we have received and processed your return, we will credit your refund to your original method of payment, however the credit may not appear on your card billing statement right away. You will receive a return confirmation email once your return has been processed.
To return an item, please send the item with the order form, highlighting the item you are returning, with a covering letter explaining why you are returning the item. We request that items are returned in their original packaging, and packed securely to avoid transit damage. Remember to include all accessories, parts and pieces for a full refund. Customers are responsible for paying return postage (unless otherwise stated). We recommend using a recorded delivery service for all items, and an insured service for high value goods. It is advisable to retain any proof of postage/ tracking details of your returned item(s) in case of loss in transit.
We also recommend that you keep your Packing Slip, or note the order number (which can be found on your Packing Slip) as you might need this information as proof of purchase in the event of any after-sales queries.
In order for us to process your return expeditiously and ensure a swift refund, we recommend that you do not return items from different orders together. However, any items that were shipped together can be returned together in the same box.
If a product is damaged or defective, or the wrong item has been sent to you please contact customer service at firstname.lastname@example.org. Our Customer Service team will provide you with a refund of the shipping cost if your returned product is damaged or defective. Please note that if you return goods to us that are found not to be faulty on inspection by us, we reserve the right to deduct the shipping costs from your refund.
Items not eligible for return or refund:
- Edible items cannot be refunded unless faulty
- There may be other select items which cannot be refunded. When applicable, you will be advised of this.