Refund policy

Cancellations and changes of mind

Our bakes are perishable, and custom cakes are made to your requirements. The usual 14-day change-of-mind cancellation right does not apply to perishable or personalised goods. We do not offer change-of-mind returns.

If you need to cancel or change an order, contact Lucie as soon as possible. Changes cannot be guaranteed. Any amount retained for a cancellation before fulfilment will reflect reasonable costs and losses already incurred, rather than an automatic charge of the full order value.

If Lucie needs to cancel

If Lucie cannot fulfil your order and cancels it, you will receive a full refund for the cancelled order.

A problem with your order

If you are unhappy with your order when it arrives or you collect it, contact Lucie directly at luciebakes@hotmail.com. Include your order number, a description of the issue and photographs where helpful so she can investigate and arrange the appropriate resolution.

Your legal rights still apply if goods are faulty, unsafe, not as described or otherwise do not meet the required standard. This policy does not exclude any refund or other remedy you are legally entitled to.

After collection or delivery

Please follow the transport, storage and handling advice supplied with your order. We are not responsible for damage caused by your handling, transport or storage after handover. This does not exclude responsibility for a fault that was already present when the order was handed over.