Refunds & Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

Due to the perishable and personalised nature of our products, returns are not accepted and orders cannot be cancelled once printed or dispatched.

Personalised & Custom-Made Products (EU Consumer Rights)

In accordance with EU consumer law, the 14-day cooling-off period does not apply to personalised or custom-made products.
As all of our cake toppers are made to order, we do not accept returns or cancellations for change of mind.

Order Processing & Cancellations

  • Orders cannot be cancelled or amended once they have been printed or dispatched.

  • Please ensure all personalisation details (names, dates, wording, colours, and delivery address) are correct before placing your order. 

Delivery & Shipping Information

  • All delivery times provided are estimates only and do not constitute a guarantee of delivery by a specific date.

  • Orders placed with less than 5 business days’ notice are accepted at the customer’s risk.

  • We are not responsible for postal or courier delays, including delays caused by weather, strikes, holidays, customs processing, or other events outside our control.

  • Refunds are not issued for delayed deliveries once an order has been dispatched.

If an item is returned to us due to an incorrect or incomplete address provided by the customer, a new order will be required.

Refunds & Replacements

Refunds or replacements are offered only if:

  • The product arrives damaged, or

  • There is an error in wording or design caused by us

If there is sufficient time, we will offer a replacement.
If a replacement is not possible, a refund will be issued.

What Is Not Covered

We do not issue refunds or replacements for:

  • Postal or courier delays

  • Customs delays or fees

  • Incorrect delivery information provided by the customer

  • Customer spelling mistakes or incorrect personalisation details supplied at checkout

  • Change of mind

  • Late delivery once dispatched

Proof of Issue Required

To be eligible for a refund or replacement:

  • You must contact us within 7 days of receipt

  • Clear photographic evidence of the damage or error must be provided

Claims submitted without photo proof or outside the 7-day window may not be accepted.

Late or Missing Refunds

If you have been approved for a refund and have not yet received it:

  1. Please check your bank account again

  2. Contact your credit card provider — processing times can vary

  3. Contact your bank, as refunds may take several business days to appear

If you have completed all of the above and still have not received your refund, please contact us using the details below.

Need Help?

To request a refund or replacement, please email:

sales@caketop.ie

Include:

  • Your order number

  • A clear photo showing the issue

  • A brief description of the problem

Requests must be made within 7 days of delivery.

 

 

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