Shipping policy

3. Accuracy of Shipping Address

It is the customer’s responsibility to ensure the shipping address provided at checkout is accurate and complete.

We are not responsible for any delays, losses, or failed deliveries resulting from incorrect, incomplete or undeliverable addresses provided by the customer.

Please double-check your address, postcode, flat number and building name before confirming your order.

4. Delivery Dates & Times

Once an order is placed, delivery dates and times cannot be changed if the order falls within one week of the scheduled delivery.

Choose the delivery date and time carefully; last-minute amendments may not be possible due to our scheduling, ingredient sourcing and preparation workflows.

5. Deliveries to Alternative Addresses & Recipient Availability

If you request delivery to an address other than your own (for example, as a gift), you must ensure the recipient will be available to accept delivery at the agreed time.

If the recipient is not present, or there is no one to accept the delivery, we are not required to return or redeliver. Refunds are not provided in these circumstances.

6. Customer Not Available at Delivery

If delivery is to your own address, you must be available at the agreed date and time to accept it. Customer are provided advance notice of delivery information when ordering. If no one is available to accept, delivery is deemed unsuccessful.

We are not obligated to make a redelivery, and no refunds will be given where delivery fails due to recipient unavailability.

7. Driver Waiting Time & Timeslot 

Our delivery drivers will wait a maximum of 5 minutes at the delivery address. If the order cannot be handed over within that time (for example, because no one answers the door), delivery will be marked as unsuccessful and the policies on failed delivery (no redelivery obligation, no refund) will apply.

We will aim to adhere to the selected delivery time slot; however, delivery times may vary by approximately ±15 minutes. This may be due to factors including, but not limited to, traffic conditions, delays with previous deliveries, or the driver being ahead of schedule.

8. Postal Shipping

Postal items are shipped with Royal Mail tracked service unless otherwise stated.

The standard postal shipping charge is £5.00.

Please note: with postal orders there may be variations in how products arrive compared to photos due to packaging, handling, and natural changes (for example shape, texture and freshness).

Additional postal information:

• Orders placed after Friday 12 pm will not be processed until Monday.
• Orders placed on the weekend will not be shipped until Tuesday (unless the weekend falls on a bank holiday, in which case they will be processed on Tuesday).
• If your chosen delivery date falls early in the week, we will do our best to match it. However, delivery dates are not guaranteed for orders placed over the weekend for delivery the following week. In such cases, please allow an additional 1–2 days for delivery.

9. Product Packaging & Conditions in Transit

Each product is individually wrapped and placed in protective packaging to minimise movement and damage in transit.

Nevertheless, once a parcel leaves our premises, we, Cupcake Charls, cannot fully control how couriers handle the order or how items are stored/environments they are exposed to (for example temperature or humidity).

There is a small risk of damage which we aim to minimise but cannot entirely eliminate.

Due to the circumstances of parcels handled by external couriers outlined above, it is under the buyers discretion to go forth with postal ordering and accept when purchasing that Cupcake Charls are not liable for any damages caused once parcels are with the couriers. 

By choosing postal delivery you accept this risk.

10. What Happens with Delayed or Missed Postal Deliveries

If your postal delivery is delayed, please allow an extra 1–2 days beyond the expected delivery date, particularly for orders placed over weekends or after cut-off times.

We will assist by tracking your parcel with the courier but are not liable for delays caused by third parties once the parcel is in transit.

If the parcel is lost in transit, we will work with you and the courier to resolve the situation in line with the courier’s terms.

11. Refusals, Returns & Refunds

If a delivery attempt fails (for example due to recipient not being present or an incorrect address) we do not provide refunds.

 If you refuse to accept a delivery without valid reason, this also does not entitle you to a refund.

Where an item is delivered successfully (signed for, etc.) we consider delivery fulfilled.

12. Change to Policy & Exceptional Circumstances

We reserve the right to amend this policy at any time without prior notice. The version in force when you place your order will apply.

 In exceptional circumstances (bad weather, courier disruption, ingredient unavailability, etc.) we may need to alter delivery times or dates. We will inform you as soon as possible if this occurs and offer options (rescheduling, refund) where feasible.