Quality

Patisserie Valerie cakes are hand-made. Therefore, there may be slight natural variations in appearance.

We reserve the right to replace unavailable components with those of equal or better quality.

At the time of collection or delivery you will be asked to check the appearance of the cake. Please take the time to inspect the order and contact us if there are any defects.

Consequential Costs

Patisserie Valerie will make every effort to create the cake you want and deliver it in perfect condition.

In the unlikely event that this does not occur, Patisserie Valerie will take reasonable steps to rectify the situation and ensure you have a cake you are happy with.

However, Patisserie Valerie does not accept any responsibility for consequential costs or emotional distress due to errors with products or delivery.

This does not affect your statutory rights.

Cancellations

Please note this cancellation policy only applies to orders placed on or after 14th February 2019.

We can only guarantee a full refund of your order up to 14 days prior to the collection or delivery date.

Please note that if you cancel between 14 days to 72hrs prior to delivery or collection date you will receive a maximum of 50% of the order total.

In the event of cancellations within 72hrs of collection or delivery, Patisserie Valerie reserves the right to retain the total value of the order to cover costs.

Please note if you place an order for collection or delivery within 72hrs you are ordering it in a non-cancellation period. Therefore, Patisserie Valerie reserves the right to retain the total value of the order to cover costs.

Orders placed for next day delivery cannot be amended, altered or cancelled once placed.

Once your order has been fulfilled, no amendments or cancellations can be made.

Order Cut-off Times

Order cut off time for next day delivery will be clearly shown during the checkout process.

Orders and payments not completed by the cut off time for next day delivery will be delivered the following day.

Customer Complaints 

We work hard at Patisserie Valerie to ensure your complete satisfaction with our products.

If you are not entirely satisfied with your purchase or the standard of our service from an in-store experience or product collected in store, you should first speak to the manager of the Patisserie Valerie branch.

Alternatively, you can contact us at Head Office via post, email or Contact Form.

Customer Service Department
Patisserie Valerie
146-156 Sarehole Rd
Hall Green
Birmingham
B28 8DT

Email: orders@patisserie-valerie.co.uk

Patisserie Valerie customer care team give all complaints urgent attention. Every complaint will be acknowledged within 5 working days and we will endeavour to resolve the matter within 15 working days.

Klarna 

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:
-  Pay Later 30
-  Pay in 3 instalments
-  Pay Now
Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.

Afternoon Tea In Store Experience Gift Card

Vouchers are valid for a year from purchase. The gift voucher expiration date will be stated on them and can not be used after that date.

Vouchers cannot be replaced if lost, stolen or destroyed.

Vouchers cannot be refunded or exchanged for cash or other denominated vouchers.

Experience Vouchers are set to a specific activity and no change will be given.

Vouchers cannot be used in conjunction with any special promotions, discount tokens, coupons or cards.

Vouchers cannot be sold to any third parties without our consent. If we do give our consent then such consent may be subject to any conditions which we impose. In any event you may not sell the Vouchers through the internet without our express written consent, which you must obtain before making any such sale. We reserve the right at all times to refuse to permit any sale of Vouchers by you to a third party.

To be redeemed in store online only for an afternoon tea for 2 experience (value of 38.95). This cannot be redeemed against any other menu items in store.

Voucher cannot be used online and can only be redeemed in Patisserie Valerie stores- check out Patisserie Finder for your nearest branch.

Gift vouchers will be shipped separately and not with bakery items.

Discount Codes

Only one discount can be redeemed per order. Discount codes cannot be used on Click & Collect orders. 

Mobile Terms of Service

Last updated: Aug. 7, 2023

The Patisserie Valerie mobile message service (the "Service") is operated by Patisserie Valerie Production Limited (“Patisserie Valerie”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

By consenting to Patisserie Valerie’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Patisserie Valerie through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).

You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Patisserie Valerie. Your participation in this program is completely voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

You may opt-out of the Service at any time. Text the single keyword command STOP to Patisserie or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Patisserie Valerie mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

For Service support or assistance, text HELP to Patisserie or email orders@patisserie-valerie.co.uk.

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.