Refund policy

Returns and Refund Policy 

At Patisserie Valerie, we take great pride in crafting beautiful, high-quality products and providing exceptional service. We truly hope that every order brings you joy — but if something isn’t quite right, we’re here to help make it right.

Below you’ll find full details of our returns, refunds, and order change policies.

1. Returns (Non-Perishable ‘Dry’ Goods Only)

When shopping online, you’re entitled to a “cooling-off” period:

  • EU: 14 calendar days (Consumer Contracts Regulations)
  • UK: 30 calendar days (Consumer Rights Act 2015)

During this time, you can withdraw from your purchase — however, perishable items (such as cakes or desserts) are excluded due to their short shelf life.

If you wish to return any non-perishable goods:

  • Please notify us within 24 hours of delivery by emailing orders@patisserie-valerie.co.uk.
  • Return the items in their original condition within 7 days, at your own cost.

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.

2. Perishable Products and Reporting Issues with Your Order

 If your order arrives incomplete, incorrect, damaged, or not up to our usual standards, please let us know within 48 hours of receiving it.

Email orders@patisserie-valerie.co.uk with:

·       Your order number or Order Confirmation,

  • Clear photos showing the issue,
  • Retain all packaging and the product itself for inspection if necessary

Please note:

  • Our Letterbox Gifts (such as brownies, cake bites and macarons) are sent at ambient temperature and are not packed with dry ice.
  • These items are shipped via Royal Mail and require a signature.
  • Refunds may not be issued if no one is available to accept the delivery.

3. Refunds for Faulty or Damaged Items

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

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

Please note:

  • The refund or credit amount will reflect the extent of the issue.
  • Photographic evidence is required before any refund or credit can be processed. 

4. Colours and Handmade Products

Every Patisserie Valerie creation is handmade with care, meaning slight variations in design, shape, or colour may occur. These small differences are part of what makes each product unique and should not affect quality or enjoyment.

Please understand that:

  • Product photos are representative but may vary slightly due to the handmade process.
  • Refunds or returns cannot be accepted for minor variations in shade or appearance.

5. Order Changes and Cancellations

Please contact orders@patisserie-valerie.co.uk if you need to amend or cancel your order. 

Changes 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.

Please note that during busy periods amendments for next day deliveries may not always be possible however, we will always try our best to accommodate any changes.

Cancellation Refunds:

  • Cancellations must be requested at least 2 working days prior to delivery
  • Once your order has been fulfilled, we are unable to cancel the dispatch
  • After the specified time frames, changes or cancellations cannot be accommodated, and refunds will not be provided.

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.

6. Alcohol Purchases

To purchase alcohol, you must be 18 years or older.
Our delivery partner, DPD, operates a Challenge 25 policy — valid photo ID may be required.

If no one aged 18+ is available to receive the parcel or ID cannot be provided:

  • The delivery will not be completed, and
  • No refund or replacement will be issued.

We recommend downloading the DPD app for live tracking and delivery updates.

7. Delivery Issues and Postal Delays

DPD (UK Delivery)

All cakes and perishable products are shipped via DPD using a fully tracked delivery service with our insulated packaging designed to maintain product temperature during transit.

You’ll receive a 1-hour delivery window on the morning of your delivery and real-time updates throughout the day.
We recommend downloading the DPD app to:

  • Track your parcel live
  • Receive push notifications
  • Rearrange or redirect delivery
  • Add a nominated safe place if you won’t be home

DPD Delivery Services & Rates (UK Mainland)

  • Next Day Delivery: £10.95 (weekday) / £14.95 (weekend)
    • Order by 4pm weekdays or 2pm Saturdays for next-day delivery
    • No Monday deliveries
  • Nominated Day Delivery: £7.95 (weekday) / £14.95 (weekend)
    • Choose a delivery date that suits you
  • Pre-12pm Delivery: £22.95 (weekday or weekend)
  • Free Weekday Delivery: Orders over £65 (Tues–Fri, excluding weekends)

Please note:

  • Deliveries require a signature. You may nominate a neighbour to sign unless your order includes alcohol (which must be received by someone aged 18+).
  • Once Nominated Day Delivery is selected at checkout, it cannot be changed to Next Day Delivery.
  • DPD deliveries may arrive any time between 8am and 10pm depending on the courier route.

Royal Mail (UK Delivery – Letterbox Gifts)

Our Letterbox Gifts — including Brownies, Cake Bites, and Macarons — are sent via Royal Mail using a 24–48-hour service.

These items are sent at ambient temperature, without dry ice or coolant packs, and are designed to fit neatly through most letterboxes.

  • Cost:
    £3.95 - Standard Nominated Day Delivery
    £5.95 - Next Day Delivery (Weekday)
    £8.95 - Next Day Delivery (Weekend)
  • Service: Royal Mail Tracked 24/48 (signature required)
  • Coverage: UK only

Please note:

  • Refunds may not be available if the delivery attempt fails due to the recipient not being available to receive the parcel or if delivery is delayed by postal disruption.
  • For time-sensitive gifts, we recommend ordering early to allow for any potential delays.

DPD (Ireland Delivery)

We proudly deliver to both the Republic of Ireland and Northern Ireland from Tuesday to Saturday
(no deliveries on Sundays, Mondays, or Bank Holidays).

Delivery Options

  • DPD Nominated Day: €6.95 (Tues–Fri) / €30 (Sat)
  • DPD Next Day: €10.95 (Tues–Fri) / €30 (Sat)
  • Letterbox Deliveries €6.95 (Tues-Fri)/ €30 (Sat)

Please note:

  • Due to DPD’s Irish collection schedules, next-day delivery cannot always be guaranteed, though all orders will arrive within 2 working days.
  • For special occasions, we recommend ordering 2–3 days in advance to allow for unexpected courier delays.

Cakes are shipped frozen to preserve freshness and can be stored:

  • Up to 6 months in the freezer, or
  • Up to 4 days in the fridge once defrosted.

Letterbox items sent to Ireland cost €6.95, are shipped ambient, and may require a signature unless a safe place or neighbour delivery is selected.

.
Refunds may not be available if the delivery attempt fails due to the recipient not being available to receive the parcel.

Please note:

  • Refunds cannot be issued for known postal delays if you choose to proceed with your order.
  • Incorrect delivery addresses may result in failed or delayed delivery, for which refunds cannot be provided.
  • Please double-check your address details carefully before checkout.

Delivery schedules may vary during bank holidays. Refunds will not be issued for orders placed with incorrect delivery dates or information entered in error.

If your parcel is lost or stolen after confirmed delivery, we unfortunately cannot issue a refund.
To ensure safe delivery, please:

  • Use the DPD app or website to add delivery instructions or a safe place, and
  • Ensure someone is available to accept the parcel.

9. Scotland Deliveries

We're delighted to deliver to Scotland. However, due to the perishable nature of our products, there are a small number of postcodes within the Scottish Highlands and UK Islands that we're unfortunately unable to service. We work within a strict 24-hour delivery window to ensure every order arrives as fresh as possible, and there are some areas where our courier, DPD, cannot guarantee this. Please also be aware that pre-midday delivery is not available in all locations and may be subject to postcode restrictions.

The easiest way to check whether we can deliver to your address is to enter your postcode at checkout — if your postcode falls within a non-serviceable area, you will be notified before completing your order.

If you're unsure or would like any help before placing your order, our Customer Service team is happy to assist. Simply email us at orders@patisserie-valerie.co.uk and we'll be delighted to help.

9. General Terms

  • Refunds are processed only to the original payment method used.
  • Ownership of refunded goods reverts to Patisserie Valerie upon reimbursement.
  • Refunds cannot be offered for personal taste preferences.
  • Items bought in our retail stores must be returned directly to the store.

This policy does not affect your statutory rights.

10. Updates to This Policy

We may update this Returns & Refund Policy from time to time to reflect changes in our business, technology, or legal requirements. Any updates will apply to new orders placed after the effective date of change.

💌 Need a hand?

If you have any questions or need support with your order, please contact our friendly Customer Service team at orders@patisserie-valerie.co.uk — we’re here to ensure your experience with us is as delightful as every slice of cake.