Delivery & Returns
Delivery Policy
At Heavenly Bakes, we strive to ensure that all of our products reach you in perfect condition and in a timely manner.
Shipping Method: We ship all orders via Royal Mail Tracked 24, ensuring a fast and reliable delivery service.
Dispatch Days: Orders are dispatched every Thursday.
Delivery Locations: We offer delivery throughout the UK.
Delivery Charges: A flat rate of £5.15 applies for delivery.
Please note that we cannot be held responsible for any delays once the parcel has been handed over to the courier. We always do our best to ensure that your order is delivered promptly.
Returns & Refunds Policy
At Heavenly Bakes, we take great pride in the quality of our products and ensure they are carefully packaged and dispatched to you with the utmost care. As all of our products are perishable and made fresh to order, we do not accept returns.
However, if your parcel arrives damaged, please contact us within 1-2 days of receiving the delivery. We will be happy to assist you and ensure that you are completely satisfied with your order. Please include any relevant photos of the damaged goods and packaging when reaching out to us, so we can address the issue promptly.
Terms & Conditions
By placing an order with Heavenly Bakes, you agree to the following terms and conditions:
Royal Mail Delivery
It is important your contact details are correct when ordering, if not this will prevent you from getting order delivery updates.
Please provide us with the correct email address & your mobile number.
Please check your email confirmation to make sure all details are correct (house number / postcode etc) and notify us of any changes that need to be made, a minimum of 48 hours prior to your dispatch date for preorder items ONLY.
Pick your own boxes we MUST know immediately if your address details are incorrect as we are dispatching the orders daily and on a strict schedule. Your email confirmation will be sent immediately after placing your order – if you have not received it, please check your junk folder. Please note once your order is placed we cannot guarantee we can change the delivery address.
If an delivery address is incorrect, we cannot be held responsible once the parcel leaves us.
The Royal Mail Tracked 24 service means that your parcel will not be posted through your letterbox (it wont fit). If you aren’t going to be at the shipping address, you can go on the tracking email / text you get from Royal Mail and select a ‘safe place’ a ‘neighbour’ or to re arrange a delivery or collect from your local collection point instead.
Further help please email
lisa@heavenly-bakes.co.uk
Delivery Locations
Royal Mail Tracked 24 delivery is charged to your location at the checkout page.
Nationwide Delivery Terms
Note: In the following points, ‘the delivery company’ refers to Royal Mail.
Once your order is dispatched, you will receive an email/SMS from the delivery company containing your tracking details. Email/SMS will be sent if you have provided the details at checkout.
If the parcel has been delivered as laid out by our terms, we do not accept any responsibility for the cost of the goods. If a proof of delivery is provided, we cannot make a claim.
The products will be your responsibility from the time you accept delivery of your parcel.
The customer is also responsible for ensuring that the provided delivery address can be delivered to by the delivery company.
Our products are shipped using the Tracked 24 delivery service so in 99% of cases, your parcel will arrive the day after dispatch. We are unable to accept any responsibility for any unforseen delays within the delivery company’s network which could slow down the delivery of your parcel.
Everything that leaves us is thoroughly checked and we make sure it meets our high standards in all ways. However, once your box leaves our premises and it is in transit, it is out of our hands. Treats and the packaging can sometimes get damaged during transit which we cannot be held responsible for.
Weather conditions can also affect the goods during transit. Chocolate and fillings melt in the warmer temperatures, which can effect the way the products look and can get more easily damaged. If you’re not happy with these terms please do not order as we cannot be held responsible.
Our deliveries are made according to the delivery company’s guidelines.
PLEASE NOTE – We can only make a claim with Royal mail once 7 WORKING DAYS has passed since the day your parcel was dispatched from us. We cannot physically do anything until this time has passed. We only have the same tracking information you do.