refund policy

Freshly baked, thoughtfully handled.

At Ivory Cake House, every product is handmade to order with care, using the finest ingredients. Due to the perishable nature of our cookies and baked goods, we are unable to accept returns or issue refunds based on personal taste preferences or change of mind.

However, your satisfaction is very important to us — and we’re here to make it right if something goes wrong.

If your order arrives incorrect, please contact us within 24 hours of delivery. If we find that the order was incorrect, we will offer you one of the following:

• A replacement item (where possible)  
• A partial or full refund to your original payment method  
• A store credit for future use  

We use Royal Mail Tracked 24®, which aims for next-day delivery after dispatch. While delays are rare, they can happen and are beyond our control.

• If your parcel has not arrived within 3 working days of dispatch, please contact us so we can investigate and assist.  
• We are unable to refund or resend orders delayed due to incorrect address details or missed delivery attempts.

• Orders placed in error  
• Missed delivery or incorrect address provided  
• Dislike of flavour or texture (all cookies are described accurately and baked fresh)  
• Requests made more than 24 hours after delivery

Because our cookies are made to order, cancellations can only be accepted within 2 hours of placing your order, provided it has not already been baked or packed.

If you have any concerns about your order, please get in touch — we're always happy to help and want your experience with Ivory Cake House to be exceptional.