Refund policy

Returns & 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 can only accept returns for dry, non-perishable items.

  • We cannot accept returns for fresh or frozen goods.

2. Perishable Products & Reporting Issues

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,

  • The product and packaging retained for inspection if needed.

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, require a signature, and cost £3.95.

  • Refunds cannot be issued if no one is available to accept the delivery.

3. Refunds for Faulty or Damaged Items

If your product is faulty, damaged, or not as described, we will:

  • Offer a credit note for future use, or

  • Provide a refund to your 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. Handmade Products & Colour Variations

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 & Cancellations

We understand plans can change and will always try to help where possible.

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

  • Standard orders: at least 2 working days before delivery

  • Next-day delivery orders: by 12pm GMT the day before

  • Orders with inscriptions: at least 2 working days before delivery

If unforeseen circumstances arise, please contact us as soon as possible.
Once your order has been fulfilled or dispatched, we’re unable to make changes or offer refunds.

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 & Postal Delays

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.

8. 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.

9. 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.