Cake Sales Policy
By purchasing a cake from us, you are agreeing to the terms of our sales policy outlined below.
Portion Sizes:
Portion sizes are provided as a guide and will vary depending on how the cake is cut.
Allergy Information:
We offer gluten-free [flourless] and vegan [plant-based] cakes; however, they are made in the same environment as other cakes. While every effort is made to minimise cross-contamination, we cannot guarantee that these cakes are suitable for individuals with severe allergies.
Storage Instructions:
Cakes should be transported and stored in a cool, dark place on a flat, steady surface. If refrigeration is necessary, remove the cake from the fridge 2 hours before serving to allow it to reach room temperature.
Shelf Life:
Celebration and Birthday Cake: Best consumed within 3 days of the bake date.
Brownie and Traybake: Best consumed within 5 days of the bake date.
Baked Goods Policy
No refund, exchange, or cancellation can be offered for baked goods once they have been collected or delivered, except in cases where there is a proven fault with the product. Complaints or issues must be raised within 2 working days of collection or receipt, along with supporting evidence (e.g., photographs).
Non-Perishable Goods Policy
Non-food items can be returned or exchanged within 14 days of purchase if you are not satisfied. Returns do not apply to coffee beans or other perishable goods.
To return an item:
Email hello@luminarybakery.com with your order number and reason for the return.
Return items to:
FAO Client & Customer Relations Team
71-73 Allen Road,
London, N16 8RY
You are responsible for the cost and risk of returning items. We recommend using an insured and trackable mail service. Refunds will only be processed upon receipt of the returned items or proof of delivery.
Note: We are not liable for items damaged or lost during return shipping.
Refund, Cancellation, and Complaints Policy
Refunds:
Orders cancelled less than 2 working days prior to collection or delivery will not qualify for a refund.
Refunds will only be issued for the value of the product, excluding delivery charges.
Complaints:
Complaints are rare but taken seriously. Please email hello@luminarybakery.com within 2 working days of collection or delivery, including:
Your order number.
Details of the issue.
Supporting evidence, such as photographs.
In some cases, we may require the return of the product for investigation. We will always strive to rectify issues where possible. Compensation options may include a partial refund, store credit, or a discount on a future order, offered at our discretion.
Please note: Taste is subjective, and complaints based solely on personal preference will not qualify for refunds or credits.
Wedding Cake Terms & Conditions
Non-Refundable Deposits:
All wedding cake orders are non-refundable unless permitted under clause 4.
Amendments:
Amendments to your order (e.g., size, design, or flavours) must be requested at least 7 working days before the original delivery date. If amendments result in a lower cost, a gift card will be issued for the difference. No cash refunds will be provided.
Delivery Delays:
Requests to delay delivery must be made no less than 3 full days in advance. If a new delivery date is not confirmed at the time of the request, delivery can be put on hold indefinitely. When ready to reinstate delivery, 5 days' notice is required.
Cancellations:
Cancellations must be made at least 3 full days in advance of the delivery date.
Refunds will only be issues if your cancellation is made with 1 (one) months notice or more.
Additional Notes
Collection: Please check the cake upon collection to ensure you are satisfied with the decoration and any piped messages, as no alterations can be made after collection.
Third-Party Letterbox Shipping: For items shipped via third-party couriers (e.g., DHL):
Once your package has been collected by the courier and you have received a tracking email, we are no longer liable for any delays, damages, or loss during transit.
Please contact the courier directly for updates or to resolve any issues using the tracking information provided.
DHL can be contacted on: Customer Service: 024 7693 7777 | customerservice_ecsuk@dhl.com
DHL’s Customer Service team is ideally suited to quickly resolve many issues that may arise, including: consignment queries, failed collections and/or delivery problems.
Most customers are happy with the results they get from the Customer Service team. If you feel your matter has not been dealt with appropriately, the escalation team can help.
Customer Service Escalations: 024 7693 7777 | customerserviceescalations_ecsuk@dhl.com