Refund & Returns Policy
Effective date: 10 June 2026
Last updated: 10 June 2026
This Refund & Returns Policy applies to purchases made from Dreamy Cake Shop, operated by Dreamy Cake Studio Ltd, a company registered in England and Wales under Company No. 16145675.
Contact email: shop@dreamycake.co.uk
By placing an order on our website, you agree to this policy. This policy does not affect your statutory rights.
1. Made-to-order, personalised and food-contact products
Most products sold by Dreamy Cake Shop are made to order, custom-made, personalised and/or intended for use with food or food preparation.
This includes, but is not limited to:
- cookie cutters;
- cookie stamps and embossers;
- fondant stamps and embossers;
- personalised stamps;
- cake toppers;
- custom 3D printed items;
- printed edible or decorative sheets where applicable;
- baking, cake decorating and food-contact accessories.
Because these items are made specifically for your order, personalised, custom-produced or supplied for hygiene-sensitive use, we generally cannot accept returns or cancellations simply because you have changed your mind, no longer need the item, ordered the wrong design, entered incorrect personalisation details, or selected a delivery method that did not arrive in time for your event.
2. Standard non-personalised items
Some products may be standard, non-personalised, non-custom-made items and not hygiene-sensitive or food-contact items.
Where a product is eligible for return, you must contact us within 14 days of receiving your order.
The item must be unused, unopened where relevant, in its original condition and packaging, and suitable for resale.
Return postage costs are the customer’s responsibility unless the item is faulty, damaged, incorrect or not as described.
Please contact us before sending anything back. Unauthorised returns may not be accepted.
3. Items that cannot be returned unless faulty
Unless faulty, damaged, incorrect or not as described, we do not accept returns for:
- personalised or custom-made products;
- made-to-order 3D printed products;
- products made using your chosen text, name, logo, artwork, size, colour, design or other custom option;
- products intended for food contact or food preparation where hygiene may be affected;
- opened, used or handled items that cannot be safely resold;
- items damaged through misuse, incorrect washing, incorrect storage, heat exposure or accidental damage;
- items ordered for a specific date or event where the selected delivery method was not guaranteed to arrive by that date.
4. Faulty, damaged or incorrect items
If your item arrives faulty, damaged, incomplete or incorrect, please contact us as soon as possible at:
Please include:
- your order number;
- a clear description of the issue;
- photos of the product, packaging and any damage or defect;
- photos showing any missing, broken or incorrect parts, where applicable.
Once we have reviewed the issue, we may offer one of the following remedies depending on the circumstances:
- a replacement item;
- a repair or remake;
- a partial refund;
- a full refund.
Please do not return any item before contacting us and receiving instructions.
5. 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.
6. 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.
7. Delivery delays and event dates
We aim to dispatch most orders within 1–2 working days, unless otherwise stated on the product page or during busy periods.
We are responsible for preparing and dispatching your order using the delivery method selected at checkout.
Delivery times are estimates unless a guaranteed delivery service has been selected and confirmed.
We are not responsible for delays caused by postal services, couriers, customs, incorrect addresses, local delivery issues or circumstances outside our control.
If you need an item for a specific event, please choose an appropriate delivery method and order in good time.
We cannot offer refunds simply because an item arrived later than expected but still within a reasonable delivery window for the selected delivery method.
8. Lost parcels
If your parcel appears to be lost, please contact us at:
Please include your order number.
We may need to wait until the delivery provider considers the parcel lost before we can offer a replacement or refund. The exact timeframe may depend on the delivery provider, service used and destination country.
If a parcel is confirmed as lost, we will work with you to resolve the issue, which may include sending a replacement or issuing a refund.
9. Refund processing
Approved refunds will be issued to the original payment method where possible.
Once a refund has been approved, it will usually be processed within 5–7 working days.
Your bank, card provider or payment service may take additional time to make the funds available.
Original delivery costs may not be refunded unless required by law or unless the item was faulty, damaged, incorrect or not as described.
10. International orders
For international orders, customers are responsible for any customs duties, import VAT, taxes, handling charges or local fees that may apply in their country.
We are not responsible for delays caused by customs checks, import processing or local postal services.
If an international parcel is returned to us due to unpaid customs charges, refusal of delivery, incorrect address or failure to collect, we may deduct original shipping costs, return shipping costs and any related fees from any refund where permitted by law.
11. How to request a return, replacement or refund
To request help with an order, please email:
Please include your order number and all relevant details.
For damaged, faulty or incorrect items, please include clear photos so we can review the issue quickly.
12. Changes to this policy
We may update this Refund & Returns Policy from time to time. Any changes will be posted on this page.
The policy that applies to your order is the version published on our website at the time you placed your order.