1 Cancellation Policy
1.1 At Floria Cakehouse, all of our cakes and desserts are freshly prepared, and many are bespoke products made specifically to our customers’ requirements. For this reason, ingredients, production time, and design work are allocated in advance for each order.
1.2 To cancel an order or request a change to the collection or delivery date, we require at least 7 days’ notice before the scheduled collection or delivery date. Requests must be submitted by email to sales@floriacakehouse.co.uk.
1.3 If your cancellation is approved and made at least 7 days before the collection or delivery date, you may choose either:
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- An immediatestore credit for the full value of the order, which can be used towards any future purchase with Floria Cakehouse; or
- A full refundto your original payment method, subject to a 3% administration fee to cover payment processing charges. Please allow up to 10 working days for the refund to be processed and appear in your account, depending on your payment provider and bank.
1.4 For cancellations made less than 7 days but more than 48 hours before the scheduled collection or delivery date, 50% of the total order value will be retained to cover costs already incurred. The remaining 50% will be refunded to the original payment method. Please allow up to 10 working days for the refund to be processed and appear in your account, depending on your payment provider and bank.
1.5 Unfortunately, no refunds or credits can be provided, and 100% of the order value will be charged for cancellations made less than 48 hours before the scheduled collection or delivery date, as ingredients may have been purchased, production may have commenced, and capacity has been reserved specifically for your order. If any assistance is required, don’t hesitate to get in touch with us at sales@floriacakehouse.co.uk.
1.6 This policy applies to standard orders only. Bespoke and custom-designed orders are subject exclusively to the Bespoke Orders and Deposits Policy set out in section 3
2 Immediate Order Amendments and Cancellations
2.1 We understand that mistakes can happen when placing an order. If you need to amend or cancel your order due to an error, please contact us as soon as possible.
2.2 Orders may be amended or cancelled within 2 hours of placement, provided that production, preparation, or bespoke design work has not commenced.
2.3 For cancellations made within this period, customers may choose either:
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- An immediate store credit for the full value of the order, which can be used towards any future purchase with Floria Cakehouse; or
- A full refundto the original payment method. Please allow up to 10 working days for the refund to be processed and appear in your account, depending on your payment provider and bank.
2.4 Floria Cakehouse reserves the right to refuse amendments or refunds where production, preparation, or bespoke work has already commenced.
3 Wedding &Bespoke Orders and Deposits
3.1 All bespoke cakes, including but not limited to wedding cakes, birthday cakes, celebration cakes, corporate cakes and other custom-designed products, require a non-refundable deposit of 50%of the total order value to secure the booking.
3.2 As all bespoke cakes are made to order and require dedicated consultation, design work, planning and the reservation of production capacity, the deposit is used to cover these costs and to secure your requested date.
3.3 A 50% non-refundable deposit is required at the time of booking.
3.4 No order will be confirmed or production slot reserved until the deposit has been received.
3.5 The remaining 50% balance is payable no later than 48 hours before collection or delivery, unless otherwise agreed in writing. However, for wedding cakes, the outstanding balance must be paid in full no later than 7 days before the scheduled collection or delivery date.
3.6 The deposit of wedding, bespoke and custom-designed orders is non-refundable in the event of cancellation by the customer.
3.7 Unfortunately, no refunds, credits, or vouchers can be provided for cancellations made less than 48 hours before the scheduled collection or delivery date for bespoke cakes, or less than 7 days before the scheduled collection or delivery date for wedding cakes. In such cases, the customer remains liable for 100% of the order value, as ingredients may have been purchased, production may have commenced, and production capacity has been reserved specifically for the order.
3.8 Customers may request to change the collection or delivery date without losing their deposit, provided that the request is made at least 7 days before the original collection or delivery date and the new requested date is available.
3.9 Approval of date changes is subject to Floria Cakehouse’s production capacity and availability. Any approved change of collection or delivery date will not affect the non-refundable status of the deposit, which will be transferred to the new agreed date.
3.10 If Floria Cakehouse is unable to fulfil the order for any reason, all monies paid, including the deposit, will be refunded in full to the original payment method. Please allow up to 10 working days for the refund to be processed and appear in your account, depending on your payment provider and bank.
4 Non-Collection and Failed Deliveries
4.1 Cakes that are not collected within 48 hours of the agreed collection date and time may be disposed of due to their perishable nature. No refund or credit will be issued for uncollected orders.
4.2 Where delivery has been arranged, if delivery cannot be completed because the customer or recipient is unavailable at the delivery address, the order will be considered a failed delivery. No refund or credit will be issued in such circumstances. Any redelivery request may be subject to additional charges and availability, or the cake may be required to be collected from our store within 24-48 hours.
5 Returns, Refunds and Complaints
5.1 Due to the perishable and bespoke nature of our products, cakes and other food items are generally non-returnable and non-refundable. However, if a product is found to be faulty, not as described, or unfit for consumption, we will investigate the matter and, where appropriate, offer a replacement, partial refund, or full refund.
5.2 Any complaint regarding the design, quality, taste, or condition of a product must be reported within 4 hours of collection or delivery and supported by clear photographs where applicable. Complaints should be submitted by email to sales@floriacakehouse.co.uk or via WhatsApp on 07858 320108.
5.3 To enable a fair assessment, customers may be asked to return any uneaten portion of the product for inspection before a refund or replacement is considered.
5.4 Refunds, replacements, or credits will not normally be provided where damage occurs after collection or delivery as a result of customer mishandling, incorrect transportation, improper storage, exposure to unsuitable temperatures, or failure to follow any care instructions provided.
5.5 Minor variations in colour, decoration, design details, or handmade finishes may occur and do not constitute a fault, provided the overall design remains substantially consistent with the agreed order.
