Cancellation & Refunds

Nothing at Frosting waits on a shelf — ingredients are bought and cakes are baked and decorated specifically for your order. That's why the earlier you tell us about a change or cancellation, the more we can do.

• Contact us on WhatsApp or by phone as soon as you know you need a change.
• Changes to the date, size, flavour, message or delivery details are usually possible before we start preparing your order.
• Once baking or decorating has begun, changes may not be possible, or may change the price — we'll always tell you before going ahead.

• You can cancel free of charge before we've started preparing your order.
• Orders already in preparation, and custom or wedding cakes whose ingredients and decorations have been prepared, may not be cancellable — or any advance paid may be kept to cover what's already been made.
• If we ever need to cancel your order, we'll let you know as early as possible and refund anything you've paid in full.

We check every cake before it leaves our kitchen, but if something isn't right, we want to know.

• Contact us on the day you receive your order, ideally with a photo of the cake and the box.
• Please keep the cake until we've spoken, so we can understand what happened.
• Depending on the issue, we'll offer a remake, a partial refund or a full refund.

Once a refund is agreed, we'll confirm the amount with you and arrange it in a way that suits you — usually the same way you paid. We aim to settle refunds as quickly as possible.

• Cakes damaged after delivery or collection, for example while being carried, stored or displayed.
• Small natural differences in colour or decoration from photos or reference images.
• Orders that couldn't be delivered because nobody was available at the agreed time or the address details were incorrect.
• Concerns raised after the cake has been mostly eaten.

See our Terms & Conditions and Delivery Policy for more details.