Refund policy

🍰 Returns & Refund Policy

At Love Lily Cakes, customer satisfaction is at the heart of everything we do. We take great pride in the quality and freshness of our baked goods. We will always do our best to prepare, pack and deliver our bakes with the utmost care.

If something’s not quite right, we’re here to help.

🔁 Returns & Exchanges

Due to the perishable nature of our products, we do not accept returns. However, if there is an issue with your order, please contact us within 24 hours of collection or delivery so we can make it right.

We may offer a replacement, store credit, or partial/full refund in the following cases:

COLLECTION:

The wrong item was received
A product was missing from your order
There was a quality issue that does not meet our usual standards

We cannot be held responsible for the aesthetic condition of goods once they’ve left our premises. If you are collecting a cake we recommend it travels on a flat non slippery surface such as a boot or foot well. NOT on the seat of a car as they are slightly slanted and will make your cake slip in the box.

DELIVERY:

The wrong item was received
Your order arrived damaged or spoiled*
A product was missing from your order
There was a quality issue that does not meet our usual standards

*We cannot be held responsible for the condition of any product once it’s left our bakery. However, please tell us if you feel that your item has been damaged during delivery with our postal provider (Royal Mail). If your bakes are significantly damaged or squashed upon arrival due to mishandling during transit, we will assess the situation and consider placing a claim through our shipping partner, Royal Mail, to facilitate a refund for you. Please note that we will only process refunds for orders damaged to the extent that they are unsuitable for consumption. Minor cosmetic imperfections or slight damage that does not impact the integrity of the products will not qualify for a refund.

Address Errors: It is the responsibility of the customer to provide accurate shipping information at the time of placing the order. In the event that an incorrect address is provided and the parcel is unable to be delivered, we cannot be held responsible once the package has left our stores. We will not issue refunds for orders that are undeliverable due to incorrect address details provided by the customer.

📸 What We May Ask From You

To help us resolve the issue quickly, we may ask for:

A photo of the item
Your order number and pickup/delivery date
A brief description of the issue

❌ Non-Refundable Situations

We are unable to offer refunds or replacements for:

Items not reported within 24 hours of collection or delivery
Products that have been consumed
Custom orders cancelled with less than 72 hours' notice - you will be liable for any deductions with regards to any additional purchases made to fulfil the order such as bespoke toppers.
Subjective taste preferences

📞 How to Reach Us

To report an issue or ask about your order, please contact us at:

📧 hello@lovelily.uk
📞 01915654832
📍 Or stop by during business hours at Love Lily Bakery