Returns and Exchanges for Shipping-related Issues

Created by Paula Whitworth, Modified on Sat, 20 May, 2023 at 5:20 PM by Paula Whitworth

We understand that sometimes issues can arise during the shipping process, resulting in damaged or lost packages. To ensure that our customers have a satisfactory experience with our cheese wedding cake shop, we have established guidelines on how to request returns or exchanges in case of shipping-related issues.

Requesting a Return or Exchange

1. Contact our customer support team: If you receive a damaged package or your package has not arrived within the expected delivery window, please contact our customer support team as soon as possible and/or the delivery company (check your emails for details). You can reach us by email at cakes@fdlcheeses.co.uk

2. Provide details and evidence: In your email, please provide your order number and a description of the issue. For damaged packages, it is helpful to include photographs of the damage to the packaging and the product. For lost packages, please provide the tracking number and any relevant information from the courier.

3. Wait for instructions: Our customer support team will review your request and provide further instructions on how to proceed. This may include providing additional information which we will pass onto the delivery company.

4. Return the product (if applicable): We do not accept returns of the cheese cakes/wheels.

5. Receive your refund or replacement: We do not provide a refund or free replacement. We can try to send you a cake/cheese wheels replacement if we have stock and can reach you in time by next day delivery, but this is a new paid cake purchase, including shipping cost.

Please note that we do not offer exchanges for our products, as each cheese wedding cake is made to order.

We appreciate your understanding and cooperation in following these guidelines. Our goal is to ensure that every customer has a positive experience with our cheese wedding cake shop and receives the high-quality products they expect.

If you have any further questions or concerns about our returns and exchanges process, please do not hesitate to contact our customer support team.