Returns & Refunds
Need help with a Cake Card order? Because our cake slices are baked fresh and packed for a named recipient, we have specific return guidelines. We still want to make delivery problems right wherever we can.
Fresh Food Orders
Cake Cards are made to order and include fresh cake slices, a selected card design, and a personal message. We cannot accept returns or offer refunds for change of mind once an order has been dispatched.
Damaged Deliveries
If your Cake Card arrives significantly damaged, please photograph the cake slices, card, and external shipping box immediately upon arrival and contact us within 24 hours. We review replacements or refunds case by case.
Order Cancellations
If you need to cancel your order, please email us within 12 hours of placing it. Once a card has been printed, cake slices have been prepared, or the parcel has entered packing, the order cannot usually be cancelled or modified.
Incorrect Shipping Addresses
We rely on the recipient details you provide at checkout. If an order is delayed, returned, or lost because the address was incomplete or incorrect, we cannot issue a refund. Reshipping is not possible, it requires a fresh order.
How to Request a Resolution
To report an issue with your delivery, please email us with the following details:
- Your full name and order number
- The recipient name and delivery suburb
- A brief description of the issue
- Clear photos of the affected items and the external shipping box