Refund and Returns Policy

We automatically accept returns if the goods are faulty, for a full refund within 3 days of receipt of order.

If you ordered the wrong goods and advise us within 3 days of receipt of goods, we will consider a refund/exchange at our discretion. The package should be unopened and in a “as new” re-saleable condition. It is advisable to use a recorded delivery service or obtain a proof of posting at the post office in the unlikely event the goods are lost in transit.

We regret we cannot refund mailing costs incurred in returning unwanted goods.

Goods should be returned to:

Cake Boxes Direct Ltd
Unit 1
Parklands Farm

Damaged Goods

If your goods are damaged in transit will replace the item free of charge. We may ask for proof of the damage (photo) so we can proceed with a compensation claim against the courier.

Part Delivered

If you receive part of your order, please inform within 3 days of receipt of order via email: [email protected] or telephone: 01245 471115. Courier companies experience high volumes of parcels daily and some goods may be classed as Part Delivered. Some goods may arrive at different time of the day, or on another day, we apologise for the delay and we thank you for your patience. 

Missing Goods

If your goods do not arrive within a couple of days, please inform us via email: [email protected] or telephone: 01245 471115. We need to contact the courier companies to find out more information about your parcel/s. If the goods are lost within the courier companies’ system, then we will ask for you to complete a courier disclaimer form in order for us to claim for the missing goods against the courier. If the goods are classed as missing we will send replacements. 

Misrouted Goods

Some goods may unfortunately be misrouted through the courier system through no fault of our own, so you may expect a day or two delay, we can only apologise on their behalf for this error and thank you for their patience. The courier companies usually advise us if the goods are misrouted and we will contact you to advise you of the delay. Once the correct depot has received the goods, they will then deliver. 

Customer Services Contact Information

Tel: 01245 471115

Email: [email protected] 

9.00am – 5.00pm GMT – Monday to Thursday.
9.00am – 4.30pm Friday (CLOSED WEEKENDS)