Refund policy

 

CAKES & PERISHABLE ITEMS 

As a company policy, we do not offer full refunds for our bakes unless there is found to be an issue where we are at fault.

 

If you are unsatisfied with your bake, please get in touch with a member of management through hello@colnsny.com within 24 hours of your collected/delivered bake with the reasons why you are unsatisfied and any photographic evidence of issues with the bake. It is then at our discretion whether you are offered a percentage off of your next order, money back, or store credit to be used against a future purchase with us. As taste and texture are subjective, we would not offer credit, money back, or a percentage off for these as reasons.

 

We cannot be held liable for any damages to bakes once confirmation of delivery has been sent to us. We receive an email confirmation of all delivered bakes.

 

If you collect your bake from us, we cannot be held liable for any damages to the cake or products once they have left our premises. When you collect a bake, please ensure that your vehicle has a flat surface and is clean and tidy. Our cakes can be very fragile, so we advise you to drive slowly and ensure that your cake cannot move around in the vehicle.

 

We will always endeavour to deliver within the given time slot, however as we use a third party delivery service, delivery timings can not be guaranteed. Refunds will not be given for delayed deliveries and any delivery complaints will be forwarded to our delivery service provider.

 

NON-FOOD ITEMS

Non-food items can be returned or exchanged within 30 days if you are not satisfied with your purchase.

 

Please email hello@colnsny.com with your order number to confirm that you are returning your item and the reasons why.

 

You are responsible for the cost and risk of returning items to us. You should send the items to the following address, with your order number clearly included within the package (for us to match the order number to refund):

 

FAO Operations Manager, Luminary Bakery Ltd, 47 Chalk Farm Road, London, NW1 8AJ

 

We cannot be held responsible for items damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the items or proof of received return delivery.

 



CANCELLATION POLICY


 

We understand that plans can change and will always strive to help you to make changes to your order date/time whenever possible.

 

All cancellations must be made via email to hello@colnsny.com prior to 2 pm, 3 business days before your event or scheduled bake. Cancellations left on our voicemail will not be counted. Cancellation fees are as follows:

  • Less than 3 business days notice you will be charged 100% of the order value (no delivery fee will be charged)

  • 24 hours notice you will be charged 100% of the order value and the delivery fee.

 

To ensure the quality and freshness of bakes remains to our high Luminary standard we will dispose of any cake or baked item that is not picked up within 48 hours after the due time and you will be liable for the full amount of your order.

Cakes that are not collected will NOT be refunded. Orders that require delivery and cannot be delivered due to customer’s wrong information or availability will be taken back to Luminary Bakery and stored there until notice from the customer. The customer is liable for the re-delivery fee.


WEDDINGS & EVENTS

Life is unpredictable, wherever possible we will happily reschedule your wedding cake for a later date.

 

If you would like to cancel your wedding/event, the following applies:

  • More than four weeks notice we will return the deposit fee 

  • Less than four weeks notice we keep the deposit

  • Less than two weeks notice you will be liable for 100% of the remaining balance