Refunds Policy

refunds

Refunds requests are dealt with on a case by case basis. We require the following information in order to raise a case with DPD, without these images we are unable to refund you for your damaged goods.

Please email dollysdessertscustomerhelp@gmail.com within 48 hours of your delivery with your order number and the following images:

  1. Photo of the outer package
  2. Photo of the inner package
  3. Photo of the damage to the products
  4. Photo of the label

Refunds can take 1-10 days to process depending on the bank.

Returns

We understand that you may wish to return your products to us, however as we sell food products and these cannot be sold once being dispatched.

All freshly baked goods are perishable items and therefore exempt from cancellation rights.

Therefore we are unable to accept product returns.

issues or faults

Our team will try their best to resolve any issue which may arise with your order.

Please email dollysdessertscustomerhelp@gmail.com within 48 hours of your delivery with:

  1. Your order number
  2. Image of the issue

All issues are dealt with on a case by case basis.

cancellations

If you wish to cancel your order, you must inform us within 24 hours of your order being placed.

Unfortunately, we cannot cancel orders which have already been sent out to you.

We cannot offer refunds or replacements of items which have been ordered incorrectly if your order has already been sent out to you.

We will hold 10% of your order cost as an admin fee*.

*This covers the transaction costs charged by the payment providers.

Failed Delivery Attemps

If a delivery attempt is made and the parcel is returned to us due to an unsuccessful or failed delivery (e.g. incorrect address or no one available to receive the parcel), we will issue a refund for the cost of the items purchased.

Please note that the refund will exclude the cost of delivery, as this service was still fulfilled by the courier. The refund will be processed once the parcel has been returned to us.

If you would like to receive your order again, a new purchase will need to be made, including the applicable delivery charges.

shipping

We do not offer refunds for delayed shipping/delivery.

We aim for orders to arrive at your door within 10 workings days* from when the order has been placed, however there may be external factors which delay this e.g. bad weather conditions slowing couriers delivery times.

*This excludes weekends and bank holidays