Refund policy

At The Cake Decorating Company, customer satisfaction is our top priority. We stand by our products, but we know there are some instances where a return will be necessary, and we aim to make that as straightforward as possible. 

All domestic web or tele sales have a 14 day return period. Unwanted goods can be returned to us in their original condition in this timeframe.  

We also accept returns of faulty goods for a period of 30 days from the date of receipt.  

Specific product exclusions are noted below – please read this list carefully before placing your order. 

Damaged/Incorrect/Missing Items 

To raise a return, please log in to your account and visit Your Orders page. Click on the order you'd like to return, then select the 'Request Return' button on the top right of the screen.

If you are returning a damaged product, please keep a hold of the item until we've confirmed your return/replacement - on occasion, our suppliers may want to have the item sent back to them. 
 
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 contact us immediately 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. 
 
If you believe you have been sent an incorrect item as part of your order (i.e. an item that differs to the one you ordered), please follow the same process and contact our Customer Services team on info@thecakedecoratingcompany.co.uk as soon as possible with a photograph of the incorrect item. Depending on the circumstances, we may ask you to return the item. In instances such as this, we will refund your return postage costs. 

If you do not receive all the items that you have ordered, please let us know so that we can investigate this further as the item may be arriving in a separate delivery. 

Return by mail 

Return Address: The Cake Decorating Co, Returns Department, Private Road No.8, Colwick Industrial Estate, Nottingham, NG4 2JX 

Please note (Disclaimer): 

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

  • 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 be refunded also. 

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

  • Only available within the United Kingdom 

  • Excludes edible or bespoke items and all edible items reduced in price and marked Expired or Low Date. 

Returning an item from a Multi-Buy Offer: 

You are entitled to return any single item purchased as part of an ongoing or short-term multi-buy offer. Please note, however, that this will cancel the promotion and your refund will be processed in line with the total price you paid, not the individual item price.  

e.g. if an item costs £5 at full price, but you purchased it as part of a 3 for £12 offer, you will be refunded £2. By returning one, the other two items reset to their original £5 cost, meaning you receive the remaining £2 as a refund. 

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.

Our warehouse team works very quickly to pick and pack your orders, and we have multiple mail collections each day. We work to this schedule to allow customers to benefit from the quick delivery we know they love. Therefore, it is likely that by the time you contact us, your order will already be dispatched.