Terms of service

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.

Please ensure you inspect your cake as soon as it arrives and contact us promptly if there are any issues or 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 & Amendments

We completely understand that plans can change, and we’ll always do our best to help where we can.

If you need to cancel or amend your order, please let us know as soon as possible. As a guide, we ask for at least 2 working days’ notice before your delivery date to give us the best chance of making changes.

For next-day delivery orders, these are processed quickly by our bakery team, so we’re unable to guarantee changes once placed. That said, if you get in touch before 12pm (GMT) the day before delivery, we’ll always try our best to assist—especially outside of peak periods.

Once an order has been prepared and fulfilled, we’re no longer able to make changes or cancellations. If you’re unsure, it’s always best to contact us as early as you can, and we’ll do everything we can to help.

Thank you so much for your understanding

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 phone, post, email, live chat or Contact Form.

Customer Service Department

Patisserie Valerie

146-156 Sarehole Rd

Hall Green

Birmingham

B28 8DT

Email: orders@patisserie-valerie.co.uk

Phone: UK Orders: 0121 728 6496. Ireland Orders: +353 1 233 9001.

Our customer care team will acknowledge complaints within 5 working days and aim to resolve them within 15 working days.

Klarna

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer the following payment options:

Pay Later 30

Pay in 3 instalments

Pay Now

Further information and Klarna’s user terms can be found on their website. Personal data is handled in accordance with applicable data protection law and Klarna’s privacy statement.

Virtual Gift Cards & Vouchers

Virtual gift cards and vouchers are valid for one year from the date of purchase. The expiry date will be stated on the voucher email and cannot be extended.

Virtual vouchers cannot be replaced if lost, stolen, or deleted.

Virtual vouchers cannot be refunded or exchanged for cash or other denominations.

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

Vouchers must not be resold or transferred for commercial purposes without our consent.

Discount Codes

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

Free delivery on orders over £65 is for weekday delivery only and cannot be used in conjunction with any other offer.

Offers are subject to availability and may be withdrawn at any time without notice. Cannot be combined with any other promotion or discount.

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”).

By consenting to SMS/text messaging, you agree to receive recurring messages including order updates and promotions. Message frequency may vary. Message and data rates may apply.

You can opt out at any time by texting STOP or using the unsubscribe link provided.

For assistance, text HELP or email orders@patisserie-valerie.co.uk.

We respect your privacy. Please refer to our Privacy Notice for details on how your data is handled.

Delivery

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.

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