Refund policy

Refund & Delivery Policy

At Cream Dream, we take great care in preparing and packaging our products so they arrive in perfect condition. As our products are fresh food items, certain limitations apply to refunds and returns.

1. Returns & Refunds

Due to the perishable nature of our products, we do not accept returns and items are non-refundable once dispatched.

However, if you receive an item with a quality issue or defect, we will issue a full refund or replacement at our own discretion.

To report a quality issue, please contact us within 48 hours of delivery and include:

- your order number

- photos of the product

- a short description of the issue

Requests submitted after this period may not be eligible for a refund.

2. Custom Cake Policy 

- We work with 100% upfront payment for all cake orders. As every cake is made to order, once production has started, orders cannot be cancelled or refunded.

- Design changes are only possible before work begins and may incur additional charges.

- Please collect your cake on the agreed date. If you’re unable to do so, contact us as soon as possible. Storage may be available depending on the cake and cannot be guaranteed.

- Please note that minor variations in handmade cakes, including slight differences in colour, decoration, size or details, are not considered defects and do not qualify for a refund. This also applies to designs based on reference images, including AI-generated images, which cannot be replicated exactly.

- Please check all names, messages and spellings carefully before submitting your order. Our pastry chefs follow the instructions exactly as provided, including punctuation, symbols and special characters. While we may contact you to confirm any unclear wording, we cannot accept responsibility for customer spelling mistakes once the cake has been completed.

- Refunds or compensation cannot be provided where instructions, colours, wording or design details were not provided clearly by the customer at the time of ordering, or where the final cake follows the information provided. If an issue occurs, we will review each case individually. 

- If your requested design, flavour or collection time cannot be accommodated, we may offer an alternative. If no suitable option is available, we reserve the right to cancel the order and issue a full refund.

- If required information is missing and we cannot reach you in time, we reserve the right to cancel your order and refund you.

- If you notice any issues with your cake after receiving it, please contact us immediately and provide clear photos or videos showing the problem. Please note that without clear photo or video evidence, we may not be able to investigate the issue or offer a solution. Our team will review the evidence and assess the issue in accordance with our policies and industry standards. Providing photos or videos does not automatically entitle you to a refund or compensation. We always aim to resolve issues in a way that is satisfactory and fair for both sides.

- Please inform us of any allergies or dietary requirements before ordering. Custom flavours and special requests are subject to availability, especially for short-notice orders.

- Please ensure you read and follow the product description, instructions and notes provided under each cake description, as they contain important ordering information and form part of these terms.

- By placing an order with us, you confirm that you have read and accepted our policies 

2.1 Cake Delivery 

- Cakes are professionally packaged for transport. Once collected or dispatched, we are not responsible for damage caused during transport, incorrect handling or improper storage. Please follow the cake care instructions provided, and contact us if you have any questions about storing or transporting your cake.

- If you originally selected collection but later require delivery, our private courier service is subject to availability. Alternatively, we may arrange a third-party courier (e.g. Uber Courier) at the customer’s own risk. We cannot guarantee courier availability at short notice, and additional delivery charges may apply. 
- Once a cake has been collected or accepted by the customer, it is deemed accepted unless a concern is reported immediately in accordance with this policy.

3. Delivery

All orders are shipped using third-party courier services.

While we do our best to ensure smooth delivery, Cream Dream is not responsible for delays, damage, or delivery issues caused by the courier service. This includes:

  • late delivery

  • mishandling during transit

  • damaged parcels caused during transport

If a delivery issue occurs, we will do our best to assist and help find a fair solution, but responsibility ultimately lies with the courier provider.

4. Missed Deliveries or Uncollected Parcels

Our products are perishable and require prompt collection.

If a parcel is delivered but not collected or accepted by the customer, or if the courier is unable to deliver due to incorrect information or absence, we cannot issue refunds or replacements for products that spoil as a result.

Please ensure someone is available to receive the delivery at the provided address.

5. Our Commitment

We care deeply about our customers and always aim to provide the best experience possible. If something goes wrong with your order, please contact us and we will do our best to find a solution that works for everyone.

If you have any questions regarding your order, please contact us at:

Email: hello@creamdream.uk
Brand: Cream Dream