Return & Refund Policy
Order changes and cancellations
Should you need to cancel or amend any order, we require at least two working days’ notice before your chosen delivery or collection date to arrange this for you.
Please contact us by email, live chat or telephone as soon as possible. We will always do our best to accommodate any requested changes, but these will be subject to availability and may affect the price of your order.
Your cancellation or amendment is only confirmed once you have received confirmation from us.
If less than two working days’ notice is provided, we may already have started preparing, baking, sourcing or personalising your order. Under these circumstances, we may be unable to make the requested change, cancel the order or offer a refund.
Returns
As our products are made to order and many are perishable or personalised, we do not accept returns.
This includes cakes, cupcakes, brownies and any other food items, as well as merchandise once it has been prepared or dispatched as part of your order.
Damaged, faulty or incorrect orders
Should your order be damaged, faulty, incorrect or incomplete, this should be reported immediately via email, live chat or by calling us on 0330 058 9525.
Please provide your order number, an explanation of the issue and, where possible, clear photographs of the product and its packaging. Photographic evidence must be reviewed and approved by our team.
Once reviewed, we will work with you to put things right. This may include a replacement, partial refund, full refund or another appropriate resolution.
As our products are handmade and decorated by hand, slight variations in colour, appearance, decoration or finish are normal and will not be considered a fault.
Late or missing deliveries
If your order is late or has not arrived, please contact us as soon as possible so that we can investigate.
Depending on the circumstances, we may offer a replacement for the next available date, a refund or another suitable resolution.
If a delivery cannot be completed due to incorrect or incomplete delivery information, or because no one was available to receive the order, a refund will not normally be offered. Any redelivery or replacement may be subject to an additional charge. Please refer to our Shipping Policy for more information.
If we cancel your order
In the unlikely event that we are unable to fulfil your order, we will contact you as soon as possible.
Where appropriate, we may offer a suitable alternative. We will not make a substitution that materially changes your order without your agreement.
If an alternative cannot be agreed, we will refund the amount paid for the unavailable product or cancelled order to your original payment method.
Refunds
Any approved refund will be returned to the original payment method used to place the order.
Once processed by us, your bank or payment provider may take additional time to return the funds to your account.
Your legal rights
Nothing in this policy affects your legal rights as a consumer, including your rights where a product is faulty, damaged or not as described.
Contact us
If you need to request a change, cancellation or report an issue, please contact us and include your order number wherever possible.
Email: hello@lolascupcakes.com
Telephone: 0330 058 9525
Live chat is available via our Contact Us page.
