Refund policy

Everything we sell is baked to order in our kitchen in Brockley. This policy is built around one thing: once we've started baking your order, we can't un-bake it.

Cancelling a standard order

A standard order is anything you buy and pay for in full on our website.

  • Changed your mind? You can cancel for a full refund within 24 hours of placing your order, as long as your collection or delivery date is more than 3 days away.
  • Orders for 3 days' time or sooner: we get started straight away, so we can't refund these if you change your mind.
  • After 24 hours, your order is final and we can't refund it if you cancel.

To cancel, email hello@lasurabakery.co.uk or call 07891 731659 with your order number.

Bespoke and wedding cakes

The deposit you pay to book a bespoke or wedding cake is non-refundable.

The balance is due 7 days before your collection or delivery date. Once the balance is paid, we can't refund it if you cancel, because your cake is planned, the ingredients are bought and the time is booked.

If something is wrong with your order

If your order is damaged, isn't what you ordered, or isn't right, we'll refund or replace it. Please tell us at hello@lasurabakery.co.uk, with your order number and a photo if you're able to take one:

  • Collected orders: the same day you collect.
  • Delivered or posted orders: within 24 hours of delivery.

Fresh cake changes quickly, so the sooner you tell us, the sooner we can see what went wrong.

Returns

We can't take food back once it has been collected or delivered, unless something is wrong with it. The 14-day cancellation period for online orders doesn't apply to food that goes off quickly, or to cakes made to your own design.

None of this affects your statutory rights.

Treat box subscription

You can skip, pause or cancel your treat box at any time from your account. Cancel before your next billing date and you won't be charged again.

How refunds are paid

We'll refund you within 14 days, to the card or payment method you paid with. Your bank may take a few more days to show it.