Refund policy

Thank you for ordering from WOLK Cakes. Everything we sell is freshly
baked to order, so we operate a clear collection and refund policy to
protect product quality and to be fair to both sides.

1. Collection Only

All orders are for collection only from:
16 Hill Rise, Richmond, London TW10 6UA
Open Monday – Sunday, 07:30 – 17:30

We do not deliver. You will choose your collection date and time slot at
checkout, and we will email you when your order is ready.

2. Uncollected Orders

Your order will be ready on the date and within the time slot you select.
Please collect it within 24 hours of that date.

Because every item is made fresh specifically for you and cannot be
resold, orders not collected within 24 hours cannot be refunded, remade,
or rescheduled.

If you are running late or cannot collect on the day, contact us as soon
as possible on hello@wolkcakes.co.uk and we will do our best to help.
This is why we ask for a contact telephone number at checkout.

3. Cancellations

Orders may be cancelled up to 48 hours before your chosen collection date
for a full refund.

Cancellations made less than 48 hours before collection are
non-refundable, as ingredient preparation and baking will already have
begun. Same-day orders cannot be cancelled once confirmed.

To cancel, email hello@wolkcakes.co.uk as early as you can.

4. Problems With Your Order

We check every order before it leaves our kitchen. If something is not
right — the item is damaged, incorrect, or something is missing — please
tell a member of our team at the counter when you collect, or email us
within 24 hours of collection with clear photographs of the product and
its packaging.

Where a fault is confirmed, we will offer a replacement, a partial
refund, or a full refund, depending on what suits you best.

5. What We Cannot Refund

For food safety and hygiene reasons we are unable to accept returns or
offer refunds for:

- A change of mind after collection
- The wrong flavour or size chosen by the customer at checkout
- Products stored incorrectly after collection
- Minor differences in decoration or appearance, as every cake is
  finished by hand

6. Handmade Products

All of our cakes are baked and assembled by hand in our Richmond kitchen.
Small variations in colour, height, and decoration are a natural part of
that and are not considered faults.

7. Refund Processing

Approved refunds are returned to your original payment method within
5–10 working days.

8. Your Statutory Rights

Freshly baked, perishable goods are exempt from the 14-day right to
cancel that applies to most online purchases. This policy does not affect
your statutory rights in relation to faulty goods.

Questions? Email hello@wolkcakes.co.uk and we will come back to you the
same day.