Returns & Refund Policy

At Patisserie Valerie, we take great pride in the quality of our products and the service we provide. We sincerely hope that you are delighted with your purchase. However, if there is an issue with your order, such as receiving the wrong item, an incomplete order, or a product that arrives damaged or of poor quality, we are here to help. Below, you will find all the details about our returns and refunds process.

Returns (‘Dry’ Non-Perishable Goods Only)

When shopping online, you have the right to a “cooling-off” period:

• 14 calendar days in the EU under the Consumer Contracts Regulations.
• 30 calendar days in the UK under the Consumer Rights Act 2015.

During this period, you may withdraw from the contract and return your purchases. However, perishable goods are excluded from this regulation due to their short shelf life.

If you wish to return any 'Dry' non-perishable products, please:

1. Notify us within 24 hours of receiving your delivery by emailing orders@patisserie-valerie.co.uk.
2. Return the items at your own cost within 7 days of receipt.

Please Note:

• We only accept returns of 'Dry' non-perishable products.
• We cannot accept returns of fresh or frozen products.
• Returned items must be in their original condition.

 

Perishable Products and Reporting Issues with Your Order

If you encounter any issues with your order upon collection or delivery (e.g., incorrect size, wording, flavour, incomplete items, or damage), please:

1. Notify us within 48 hours of receipt by emailing orders@patisserie-valerie.co.uk.
2. Provide:
• Your order number or a copy of your Order Confirmation.
• Clear photographs showing the issue with the product as received.
3. Retain all packaging and the product itself for potential inspection.

Refunds for Faulty or Damaged Items

If a product is damaged or does not match your Order Confirmation, we will:

• Provide a credit for future purchases, or
• Refund the purchase price to the original payment method.

Please Note:

• Refund or credit value will be proportionate to the level of damage incurred during transit.
• Refunds or returns cannot be processed without photographic evidence of the issue.

Handcrafted Products and Colour Variations

All our products are handcrafted, which may result in slight variations in design, colour, or shape. We ensure these variations do not affect quality or enjoyment. However:

• Product photos are accurate representations but may vary slightly due to handmade processes.
• Refunds or returns cannot be processed for variations in shade or appearance.

Accordingly, we cannot accept returns for items that do not match the shade or appearance you expected.

Important Notes

• Refunds are issued only to the original payment method used at checkout.
• Refunds or returns for personal taste preferences are not accepted.
• Items purchased in retail outlets must be returned directly to the store.
  

Order Changes and Cancellations

Changes or cancellations must be requested:

• Standard orders: At least 2 working days before delivery.
• Next-day delivery orders: No later than 12pm GMT the day before delivery.
• Orders with inscriptions: At least 2 working days before delivery.

Cancellation Refunds:

• For cancellations made 14 days to 72 hours prior to the delivery or collection date, a maximum refund of 50% of the order total will be issued.
• After the specified time frames, changes or cancellations cannot be accommodated, and refunds will not be provided.

Non-Cancellation Period:
If you place an order for collection or delivery within 72 hours, you are ordering within a non-cancellation period. Therefore, Patisserie Valerie reserves the right to retain the total value of the order to cover costs.

Special Circumstances:
If you need to amend or cancel your order due to unforeseen circumstances, please contact us as soon as possible at orders@patisserie-valerie.co.uk. While we cannot guarantee changes outside of the specified time frames, we will do our best to assist where possible.

Alcohol Purchases

Customers must be over the age of 18 to purchase alcohol. Our delivery partner, DPD, operates a Challenge 25 policy: if the recipient appears under the age of 25, they may be asked to provide valid photo identification upon delivery to verify their age.

Delivery Requirements:

• If no one is home, no one over the age of 18 is available to receive the parcel, or valid proof of age cannot be provided, the item will not be delivered.
• In such cases, no replacement or refund will be issued.
• It is the customer’s responsibility to ensure that these requirements are met.

We strongly recommend using the DPD app to receive live delivery updates and push notifications to help you track and manage your delivery effectively.

Delivery Issues and Postal Delays

• Refunds will not be issued for delays caused by known postal disruptions if you proceed with the order.
• Replacement orders may be arranged for incorrect delivery addresses, provided updated details are submitted 2 working days before delivery.
  
• Refunds will not be provided for delivery issues resulting from incorrect address information. Accurate and correct address information is the responsibility of the customer and is crucial for the timely delivery of perishable goods. Patisserie Valerie will not be held responsible for any delivery delays or product disposal due to customer error.

General Terms

• Refunds are processed only to the original credit or debit card account used for the purchase.
• Ownership of refunded goods reverts to us upon reimbursement.

This policy does not affect your statutory rights.

Variations to Terms and Conditions

We reserve the right to update this Returns and Refund Policy as needed to reflect changes in our business, technology, payment methods, legal requirements, or system capabilities. Any changes will apply to orders placed after the update or earlier if required by law.

For further assistance, please contact us at orders@patisserie-valerie.co.uk. We’re here to help ensure your experience with Patisserie Valerie is nothing short of delightful.