Refund Policy

At Cupcake Charls, all of our products are freshly made to order using perishable ingredients.

For this reason, we do not accept returns. Refunds are only available in line with the conditions below.

Faulty or Damaged Items

If your order arrives damaged, faulty, or not as described, you must notify us within 24 hours of delivery.

Please provide photographs and details of the issue so we can assess it.

Where appropriate, we will offer either a replacement, repair, or refund. We cannot accept claims made after this period.

Order Changes & Cancellations

Changes to Orders

• Changes (such as design, flavour, or delivery date) can be requested up to 7 days before delivery.
• Requests made within 7 days of delivery will not be accepted due to ingredient ordering and scheduling.

Cancellations by the Customer

Notice Period	Large / Bespoke / Celebration / Wedding Cakes	Cupcakes, biscuits, cakesicles & standard boxes
1 week or more	Full refund (excluding deposit)	Full refund
72 hours – 1 week	50% refund (excluding deposit)	50% refund
Less than 72 hours	No refund	No refund

Deposits are priced at £30

 
*Refunds exclude costs for any personalised items already produced or ingredients already purchased.

Non-Acceptance or Non-Collection

• If an order is not collected or accepted at the agreed time, this does not entitle the customer to a refund.
• We are not required to attempt redelivery. If sending to someone else’s address, it is the customer’s responsibility to ensure the recipient is available.

Refund Method & Processing

Approved refunds will be made using the same payment method used for the original purchase. Refunds are processed within 7–14 business days of approval.

Abuse of Refund Policy

We reserve the right to refuse refunds where the policy is being abused (e.g. frequent cancellations, misleading or false claims). Additional evidence may be requested to support refund claims.

When We Cannot Fulfil Your Order

In the rare event that we cannot fulfil your order due to circumstances beyond our control, we will notify you promptly and offer a full refund or the option to reschedule.

How to Request a Refund or Report a Fault

Please contact us with your order number, details of the issue, and any supporting evidence. We will respond within 3-5 business days with next steps.