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Next Day Delivery - order by 6pm! ★ Over 22,000 orders baked and delivered nationwide ★ Customer satisfaction: 4.7/5.0! ★ The UK's best artisanal bakers ★ Free (or discounted) delivery on orders over £200 ★

Payment, Refunds & Cancellation

Important:
This page explains our refund and cancellation terms in plain English. It summarises the relevant sections of our Terms & Conditions. If there is any inconsistency between this page and our full Terms & Conditions, the Terms & Conditions will apply.

1. Cancelling Your Order

Changing your mind

Under UK law, perishable and made-to-order goods (like our cakes) are normally excluded from cancellation rights.

However, as part of our goodwill guarantee:

You may cancel your order up to 5 days before the delivery date and time and receive:

  • A full refund

  • Minus:

    • A 5% administration fee (of the total order value), and

    • Any reasonable costs already incurred

If you cancel fewer than 5 days before delivery, we are unable to offer a refund.

2. Deposits for Large Orders (£500+)

For orders over £500:

  • A 50% non-refundable deposit is required to confirm your booking.

  • The remaining 50% is due 4 weeks before delivery.

The deposit is non-refundable except where we are unable to fulfil your order (see Section 6 below).

If the final balance is not paid on time, we may cancel the order.

3. Bespoke & Personalised Cakes

Because the vast majority of our cakes are made fresh and to order:

  • We cannot offer refunds for:

    • Minor design variations

    • Colour differences

    • Natural flavour differences

    • Artistic interpretation of your brief

Images on our website are illustrative only.

You are responsible for ensuring that:

  • Any names, spellings, messages, measurements, and personalisation details you provide are correct.

4. Changing an Order

If you would like to change your order:

  • Email: orders@mybaker.co

  • Include your order number in the subject line

  • A £10 administration fee applies

We will do our best to accommodate changes, but cannot guarantee availability.

If changes are not possible and you wish to cancel, cancellation terms above apply.

5. Late Delivery

We aim to deliver within your selected time slot.

If your order is significantly delayed due to circumstances within our control, please contact us immediately.

If delivery is delayed due to events outside our control (e.g. severe traffic disruption, extreme weather, third-party issues):

  • We will contact you as soon as possible.

  • If there is a risk of substantial delay, you may choose to cancel and receive a refund for any products you have paid for but not received.

6. If We Cannot Fulfil Your Order

In rare cases, we may be unable to fulfil your order due to:

  • Baker availability

  • Supply issues

  • Delivery limitations

  • Events outside our control

If this happens, we will:

  • Offer an alternative date; or

  • Offer an alternative product; or

  • Provide a full refund if the alternatives are not suitable.

Beyond refunding your order value, we are not liable for additional losses.

7. Delivery Issues

If no one is available to receive delivery

Cakes are perishable items. It is your responsibility to ensure someone is available at the delivery address.

If no one is available:

  • We will attempt to contact you.

  • We may leave the order with a neighbour.

  • If delivery cannot be completed and we cannot contact you, we may end the contract.

In cases where delivery fails through no fault of ours, we are unable to offer a refund.

If you fail to rearrange delivery

If delivery fails and you do not rearrange delivery or collection, we may:

  • Charge storage costs

  • Charge redelivery costs

  • End the contract

Refunds are not available in these circumstances.

8. Collection Instead of Delivery

If we are unable to deliver to your address but collection is possible:

  • You may choose to collect your cake.

  • The delivery charge will be refunded.

If collection is not acceptable to you, we will issue a full refund.

9. Problems With Your Cake

Customer care is at the heart of what we do.

If there is a problem with your cake, you must:

  • Email hello@mybaker.co

  • Ideally within 24 hours

  • No later than 72 hours after delivery

Complaints received after 72 hours will not be considered.

We will assess all complaints in good faith.

At our discretion, we may offer:

  • A partial refund

  • A full refund

  • A discount off a future purchase

Important (Taste / Hygiene Complaints)

If your complaint relates to:

  • Taste

  • Texture

  • Hygiene concerns

You must:

  • Notify us as soon as possible

  • Preserve the cake

  • Allow us to collect it for inspection

We cannot offer refunds or compensation where we are not given the opportunity to investigate.

10. Allergies & Dietary Requirements

All cakes are made in kitchens that handle allergens, including nuts.

Even where a cake is labelled as “made without” a specific allergen, cross-contamination risk remains.

It is your responsibility to:

  • Review allergen information provided

  • Inform all consumers before consumption

Refunds cannot be provided due to allergic reactions where this guidance has not been followed.

If a selected dietary option becomes unavailable and we cannot agree on a suitable alternative, we will provide a full refund.

11. Payment Processing

Payments are processed through Shopify Payments, PayPal and Stripe.

We are not liable for issues arising from third-party payment providers.

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