Returns

If you wish to return an item please contact us within 7 days of the date it was delivered. We also accept returns for faulty goods, returns must be delivered to us within 14 days from the date of purchase. Customers pay return postage on all returned items unless we state otherwise.  See specific product exclusions and disclaimers below

Please ensure you contact us prior to returning your items, as we will need to provide you with a Return Authorisation Code to include within your package. Without this, we will be unable to process your return.

The returned item remains your property until we receive it and as such, we cannot accept responsibility for the safe return of the item and advise customers to return goods by recorded delivery (with the appropriate insurance) and keep proof of postage. 

The right to return goods does not apply to Edible / perishable goods (ie. Sugarpaste/Fondant icing and other edibles) and these cannot be returned once dispatched.

All returns and refunds are subject to our Returns Policy and must be received strictly within 14 days from placing your order.  

Return by mail

Please Call: 01795713441 or Email: supplies@chrissiecakesandsupplies.co.uk . For faster processing, please reply to the order confirmation email you received when you placed your order.

Please ensure you contact us prior to returning your items, as we will need to provide you with a Return Authorisation Code to include within your package. Without this, we will be unable to process your return.

Please note (Disclaimer):

• Securely package the item(s) in the sealed original packaging as received, including documentation, manuals, warranty information, registration, etc.

• Please include your Return Authorisation Code within your package (we'll provide this to you via email or phone when you contact us to arrange the return).

• We are not responsible for lost or damaged packages.

• Refunds are made to the original method of payment used for your order usually within 10 business days of package receipt, excluding postage costs. If the item is returned due to faulty goods then the postage will also be refunded.

• If returned items bring the total of your order below the free delivery threshold and delivery wasn't paid previously then the appropriate delivery cost will be deducted from your refund before being processed. Shipping cost will not be refunded on all orders for any reason.
  

• Additional fees will be charged for any product missing the original box, packaging material, contents, accessories, and/or manuals (i.e. any product not in “resellable” condition).

• Only available within the United Kingdom

• Excludes edible or bespoke items.

Order Amendment or Cancellation

We're sorry to advise that in most circumstances, it is not possible to make changes to or cancel your order once it is placed. This includes making changes to delivery addresses, cancelling your order due to late delivery by our courier or failed deliveries. 
Our warehouse works very quickly to pick and pack your orders and we have multiple mail collections each day, so you benefit from the quick delivery our customers tell us they love. It's likely that by the time you contact us, your order will already have been processed/dispatched. We cannot cancel and refund your order because you missed your delivery by our courier thereby leading to a delayed delivery of your order or you not collecting your order from our courier depot within the stipulated time. Please always track your order with the tracking details provided to avoid dissappointments.  

Damaged/Incorrect/Missing Items

If you have a problem please contact us within 24 hours of receiving your order via email ensuring you send us photographic proof of the issue and keep all packaging. 

Please ensure you contact us prior to returning your items, as we will need to provide you with a Return Authorisation Code to include within your package. Without this, we will be unable to process your return.

Although we do everything possible to ensure items are sent out in perfect condition, very occasionally items may get damaged during transit.  If an item in your order is damaged upon delivery, please get in touch with us 24 hours of delivery stating that the item in question is faulty, and send us a photograph of the item clearly showing the damage, so that we can resolve this for you.

Where goods are damaged in transit, we will replace the item free of charge. We ask for proof of the damage and a written statement so that we can proceed with a compensation claim against the courier. Please contact us via email and or phone to advise of damages on the day of delivery and this must be received strictly within 24 hours of your parcel being delivered by our courier. Please include pictures of the shipping box your order was received in and include pictures of damaged items.  Chrissie Cakes and Supplies will not accept liability for damages caused to your order when the shipping address stated is to a mail forwarding agent as damages along the onward forwarding of your delivery is not our liability but that of the company used.

If you believe you have been sent an incorrect item as part of your order (i.e. an item that differs from the one you ordered), please follow the same process and contact our Customer Services team at supplies@chrissiecakesandsupplies.co.uk  or reply to the order confirmation email you receive as soon as possible with a photograph of the incorrect item. If you did not receive all of the items that you have ordered, please let us know so that we can look into this further to see if this may be arriving in a separate delivery. Depending on the circumstances we may ask you to return the item(s). In instances such as this, we will refund your return postage costs (2nd class standard post via Royalmail or equivalent).