DELIVERY AND RETURNS
DELIVERY
The options vary from baker to baker. Shipping methods may also depend on your region and the baker’s location. Depending on what the baker has decided to offer, you may have more than a single shipping method to pick from. If a shipping method you would like is not available, you should contact the baker and ask if they would be prepared to offer the alternative shipping method and add it to their listing. For instance, if you are close to the baker and would prefer to directly ick your goodies up.
Is it possible to do express delivery?
While some of us like to plan, some of us are spontaneous. The bakers that sell on bakeddesires.co.uk understand this, and so some of them offer express delivery as part of their shipping options. Depending on how customised the baked good you want is, it is possible that many bakers can provide express delivery. If this is not an option on the goodies you want, we recommend you reach out to the baker directly through the ”contact seller” button on the product page to ask the seller directly about express delivery. Several bakers are more flexible than you think, so feel free to ask.
How do I update my address?
Log into your bakeddesires.co.uk account and click through to addresses. There you will have the option of adding a billing address or a shipping address, or both. You can select “add” to add a new address or “edit’ to change an existing address.
How long will delivery take?
This will depend on the delivery method that the baker has provided or that you have chosen, as well as where the item is being delivered from or to. We encourage bakers to have specified the estimated delivery times on the shipping details section on their listing. You would also find additional details on shipping times when completing the payment for the baked desires you have purchased.
Most of our bakers deliver nationwide withing the UK. Some bakers use shipping services that will allow you to track the delivery. If you want more information, we encourage you to contact the baker by clicking on the contact button on their store front or on the “contact seller” button on any of their items for sale.
Be aware that if ordering more than one baked goods, it may be that the bakers are different, and therefore your goodies may arrive separately.
How do I track an existing order?
If you have already placed an order, you can check the status of the order by signing into your account and clicking on “order” to view the status of your order. If you haven’t yet done so, we encourage you to open an account when ordering to speed up the process of tracking your order.
My item is yet to arrive. What should I do?
If it happens that your item is not delivered by the expected delivery date, we recommend you to contact the baker directly by clicking on contact seller through the relevant order page. You can then follow up with the baker on your order and ask for any tracking information that will help locate your order. If you don’t receive a response after a reasonable period of time then you can escalate the matter by using PayPal dispute through your PayPal resolution centre if you made payment through PayPal. If you paid directly with your credit or debit card and if the issue remains unresolved after you have exhausted all other methods of escalation (such as a PayPal dispute), then it is time for us to step in. You can forward your purchase confirmation email to hello@bakeddesires.co.uk and we will investigate to ensure that you get a fair resolution.
REFUNDS & RETURNS
Bakers go above and beyond to meet your expectations and maintain our 100% customer satisfaction rate, so we really hope that you enjoy every taste of your baked desires. We continually share best practices with our bakers as we evolve, so that we can consistently serve you better.
Despite, no one is perfect, and sometimes bakers get it wrong for inevitable reasons. goodies. As the products sold on bakeddesires.co.uk are bespoke and made to order, you may only be able to cancel the order provided that the baker has not begun the process of preparing it. If you are unsatisfied with the baked goods when you receive it for any reason, you must inform the baker in writing:
- Within 48hrs of when your goodies are delivered.
- You may use the contact form to let the baker know exactly what the issue with the item is
Due to the freshly made to order baked products sold on bakeddesires.co.uk, returns are not possible. Please be aware The Distance Selling Regulations Act of 2000 does not apply to “personalised goods or goods made to a specification”. The baker will however investigate the matter to determine if a refund should be issued. Please note that refunds are only issued in exceptional cases such as incorrect or faulty products. In the case of a refund, the baker will process your refund to your original payment method (PayPal or credit/debit card).
Before placing your order, please be careful to read through the details on the product page to ensure that it is what you want. If you have any further questions on returns, refunds or cancellations please contact the baker directly.
Product concerns
If you have any concerns with your baked goods, customers are to reach out to the sellers immediately. This needs to be done within 48 hours of receiving the goodies.
If a baked good has been made and produced according to your exact requests, the baker is under no obligation to provide a refund, however we recommend that you message the baker to discuss your individual case as some may be happy to provide an attractive resolution.
If an item is incorrect, the customer is entitled to query a refund within 48 hrs of receiving an order. The customer must provide a full description of the issue together with photographic evidence and contact the baker immediately. Once the baker has reviewed this information, any decision to honour a refund is at their discretion and based on the evidence provided by the customer.
Exchanges
Due to the bespoke made to order and freshly made edible natures on the goodies on bakedddesires.co.uk, exchanges cannot be made i.e. if you will not be able to return your baked desires for another one. If you want another item from a baker, you would need to place a new order for such item.
About shipping costs on refunds
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 any standard shipping charges that you have paid to receive your purchase will be included as part of your refund, in the exceptional case that you are due a refund. When a baker has agreed to refund a customer, the baker can refund the item alone or the item and the shipping. The baker must advise the customer which of these options they will be refunding and how the original delivery fees will be sent.
What should I do if a baker refuses to accept a refund that is not my fault?
If a baker will not accept a refund that you believe you are entitled to, you should escalate the matter. If you have exhausted other methods of escalation, such as a PayPal dispute, but the issue remains unresolved, then it is time for us to step in. You can forward your purchase confirmation email to info@bakeddesires.co.uk and we will investigate to ensure that you get a fair resolution.
CANCELLING ORDERS
Can I cancel my order?
Bakers would usually aim for the shortest possible delivery time when it comes to your order. To achieve this, they move very quickly as soon as they receive your order, which means that unfortunately it is not always possible to cancel your order.
Expenses are likely incurred once your baker picks up your order, including picking up ingredients depending on how bespoke your order is. Therefore, aside our policies, bakers may have specific cancellation and refund policies. So, you should always check on the product page to clarify the rules for each product before placing your order.
You can cancel your orders within 24hrs of making payment. If an order is cancelled once placed, bakers reserve the right to charge for irrecoverable fees, restocking costs and any other expenses incurred between the time they receive your payment, and the cancellation request was received. If you need to cancel orders after 24hrs of making payment, you can contact the baker if they have any flexibilities to allow such cancelation.
How do I cancel an order?
Go to My Account > Orders. Here you can see the status of your orders and you may cancel any order before the seller begins the baking process or within 24hrs of placing the order, whichever is the earliest. You are also required to notify the baker of your cancellation as soon as possible.
What happens when I cancel an order?
When you cancel an order the baker will be informed that you have cancelled the order so they know not to initiate the baking process of your items. Once the seller approves the refund, the money will be refunded to the account you used to pay.