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Victoria Yum Bakery | Bakery in Wivenhoe, Essex | Doughnuts, Buns & Cake | Delivery & Collection
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Refund policy

 

 

 

CAKE ORDER - RETURNS & REFUNDS

All our cakes are baked to order, and we do not accept returns.

Refunds, gift cards, or a replacement order to the same value will be given only in the event that you receive the incorrect product.

Taste is a personal and subjective, we will not accept returns of any products merely because you do not like the taste. We have made every effort to display accurately as possible the colours of our products that appear on our site We also try to ensure that colours on screen are as close as possible to the colours of the actual product. Please note all colours are hand mixed and there may be a slight variation in shade on each cake. The colour of the actual product you see on your screen will depend on your monitor, screen settings, and resolution. We will not accept the return of any cake because it does not match the colour you were expecting from viewing your screen display.

If you need to change the date or details of your order or cancel it altogether, please contact us as far in advance as possible. Online orders cancelled 5 days or more before the collection date will receive a full refund on the order total. Those cancelled within 3 days of collection will be entitled to a 50% refund. Those cancelled within 24 hours of the order date will not be entitled to a refund (although refunds and gift cards may still be provided at our discretion).

COLLECTING YOUR CAKE & TRAVEL

Our cakes are boxed safely for transportation but do note that they are delicate and larger tiered cakes in particular can be heavy so we do recommend planning your travel accordingly.

Your cake will have been prepared in advance and refrigerated until the time in which you collect. 

  • We ALWAYS show you your cake at the time of collection
  • We ALWAYS box your cake in front of you so you know what you are carrying
  • We advise that you keep your cake FLAT
  • Do not tip and do not stack anything on top
  • Do NOT travel with your cake sat on the seat of your car, these are often slanted and your cake MAY slide, the footwell or the boot are preferred as both are flat.

Once cakes have left our premises, we cannot be held liable for any damage that occurs in transit

ORDERS SENT 'BY POST'

Deliveries are made by post by courier (We use DPD and Royal Mail) and are dispatched on the date specified on your order.  Your order may occasionally be subjected to delays by the courier, this may be due to busy times of the year (Christmas), bad weather, traffic accidents etc.

Please note that we cannot accept any liability for the treatment of your order or mishandling once a delivery has been handed over to the delivery company.

The only products suitable to be sent by post are those listed in the 'By Post' section and labelled individually .....by post. We are not responsible for items selected outside of this category (such as cupcakes and whole cakes) and postal options selected at the checkout, your order will be refunded instantly, no questions asked. 

Delivery Options include

By EXPRESS DELIVERY - £9.95
* You will receive a one hour delivery timeslot, notified in advance by SMS or email
* You can track your parcel all the way to the door
* DPD next day delivery is not guaranteed but they do have a very high success rate

By STANDARD DELIVERY - £5.20
* You will receive a dispatch notification in advance by SMS or email
* Royal Mail standard delivery is 2-3 days but not guaranteed (is anything!?)

ADDRESS
If you are sending as a gift, please ensure you have entered the correct 'Shipping Address', ensure the details are correct, particularly the postcode.

We are not responsible for any failed deliveries due to incorrect delivery information. 

PLEASE NOTE
Your order is too large to fit through a letterbox.

Due to local delays in service, your delivery may take longer than usual, if you have not received your order after 5 days, please email cake@victoriayum.com and we will investigate.

We are are not responsible for deliveries returned to us due to 'failed deliveries' or because your delivery has been missed, this includes you opting to have your parcel delivered to a 'safe place'

You will get notification text/emails from DPD in regards to the delivery of your order. You will get sent a one hour time slot on the morning of your delivery. From here you can choose to leave your delivery in a safe place if you are not in.

If your order is severely damaged please contact us (cake@victoriayum.com) within 24 hours of delivery.  Detailed pictures of the damaged product/s will be required, and Refunds cannot be guaranteed.

Please note slight imperfections may occur during transit. We will not accept liability for any complaints made after this time.