Refund & Returns Policy
Last updated: 6 October 2026. This version applies to orders placed from this date.
This policy applies to purchases from Dreamy Cake Shop, operated by Dreamy Cake Studio Ltd (Company No. 16145675). Contact: shop@dreamycake.co.uk. It does not limit your statutory consumer rights. The version published when you placed your order applies to that order.
Cancelling an eligible UK order
For eligible standard goods, tell us that you wish to cancel within 14 days after receiving your order. You then have a further 14 days to send the goods back. Email shop@dreamycake.co.uk with your order number and cancellation statement. You do not need to give a reason. Contacting us helps us provide return instructions; your statutory cancellation does not depend on discretionary approval.
You pay return postage for a change-of-mind return. We do not charge a cancellation or restocking fee. Keep proof of posting. Please return goods with their original packaging where possible and pack them securely.
You may inspect goods as you reasonably would in a shop. Where legally permitted, we may deduct a demonstrable reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and function. Opening ordinary packaging does not automatically remove cancellation rights.
Personalised and other exempt goods
Change-of-mind cancellation does not apply to goods made to your individual specifications or clearly personalised, such as your own name, text, photograph or logo. It also does not apply to goods liable to deteriorate or expire rapidly. These exceptions do not remove your rights if goods are faulty, incorrect or not as described.
Producing a standard catalogue design after an order is placed does not, by itself, make it exempt. Any applicable exception for sealed goods unsuitable for return for health or hygiene reasons must be identified accurately before purchase; such an exception applies after the protective seal is broken following delivery.
Faulty, damaged or incorrect goods
Contact us promptly with your order number and a description of the problem. Photographs of the item and packaging help us assess damage. We cover reasonable return costs where the goods are faulty, damaged in transit, incorrect or not as described. Refund, replacement or repair will be provided as required by your applicable consumer rights. Replacement is not imposed where you have a legal right to choose a refund. No 14-day reporting rule or original-packaging requirement limits those rights.
Refunds
For eligible cancellation returns, we refund without undue delay and no later than 14 days after receiving the goods or evidence that you have sent them back, whichever is earlier. For cancellation of the whole order, we also refund the cost of our least expensive standard delivery option where required. An additional charge for an upgraded delivery option need not be refunded under change-of-mind cancellation rules.
Refunds use the original payment method unless another method is expressly agreed. For UK goods rejected under applicable faulty-goods rights, refunds are made without undue delay and within 14 days after we agree that you are entitled to a refund. Your payment provider may take additional time to show the credit.
Delayed or missing deliveries
If your order has not arrived by the estimated delivery window, contact us. We will investigate with the carrier and arrange the remedy required by your rights. A replacement can be agreed as an alternative to a refund. We do not require you to pursue our carrier claim yourself or wait for our compensation claim to finish before exercising your legal rights.
International orders
Applicable mandatory consumer rights in your destination country remain in force. Eligible standard orders delivered to EU consumers are subject to applicable withdrawal rights, generally 14 days to notify cancellation followed by 14 days to send the goods back. Change-of-mind return postage is paid by the buyer, subject to applicable law. Personalised and other legally exempt goods are excluded where the relevant exception applies.
Outside the UK and EU, we do not offer an additional voluntary change-of-mind return service. This does not exclude mandatory cancellation rights or remedies for faulty, damaged, incorrect, misdescribed or undelivered goods.
3D printed products and acceptable variation
Many of our products are 3D printed or handmade in small batches. Minor cosmetic variations may occur between items.
This may include small layer lines, slight surface texture, tiny colour variations or minor differences from product photos.
These normal characteristics of 3D printed or handmade production are not considered faults, provided the item is usable, safe for its intended purpose and matches the product description.
However, broken parts, missing details, incorrect personalisation, major defects, unusable items or items that materially differ from the product description should be reported to us.
Personalisation details and customer responsibility
Please check all names, dates, text, spellings, sizes, design choices, artwork and order details carefully before placing your order.
We produce personalised and custom items using the information provided at checkout or through your communication with us.
We are not responsible for errors caused by incorrect information supplied by the customer.
If you notice a mistake after placing an order, contact us immediately at shop@dreamycake.co.uk. We will do our best to help, but we cannot guarantee changes or cancellations once production has started.
How to notify cancellation
You may email us with any clear statement of cancellation. If helpful, use: “I wish to cancel my purchase of [goods], order number [number], ordered on [date] and received on [date]. My name is [name] and my address is [address].” This wording is optional.
For USA delivery and prepaid import duties, and for processing times and Saturday dispatch, see our Shipping Information.
