Freshly baked cake slices • Personalised printed cards • Beautiful gift boxes delivered with care
Freshly baked cake slices • Personalised printed cards • Beautiful gift boxes delivered with care
Because every Velvet Parcel is freshly prepared and carefully packed, we have a clear returns and refunds policy to help protect product freshness, quality and customer care.
Due to the perishable nature of our cakes and gift boxes, we are unable to accept returns once an order has been delivered or collected.
Orders cancelled more than 48 hours before the scheduled delivery or collection date may qualify for a full refund.
Damaged or incorrect orders must be reported within 24 hours of delivery, with photos of the product and packaging.
The Velvet Parcel products are freshly prepared and include perishable cake items. For this reason, we do not accept returns once an order has been successfully delivered or collected.
Once your parcel has been delivered or collected, responsibility for correct storage transfers to the customer. Please store your cake in a cool, dry place and follow any product label instructions provided.
For the best experience, our cakes should be enjoyed within 3–5 days of delivery.
Returns are not accepted due to the perishable nature of our products.
Customers must provide accurate delivery details when ordering.
Someone should be available to receive the parcel upon delivery.
Correct storage becomes the customer’s responsibility once delivered.
We understand that plans can change. Because our products are prepared fresh and may be personalised, cancellation timing is important.
Orders cancelled more than 48 hours before the scheduled delivery or collection date qualify for a full refund.
Orders cancelled within 48 hours may be eligible for store credit at management’s discretion.
Custom gift box orders may be subject to additional cancellation fees, depending on the work already completed.
If your gift box arrives damaged or you receive the incorrect item, please contact us within 24 hours of delivery so that we can review the issue and assist you as quickly as possible.
Email us as soon as possible after delivery if your order is damaged or incorrect.
Please provide photographs of both the product and the packaging.
After review, we may offer a replacement, store credit or refund where appropriate.
Our delivery partners do their utmost to deliver parcels on the requested delivery date, excluding weekends. Occasionally, delays can happen due to circumstances outside of our control.
Deliveries that arrive more than four working days late may qualify for a refund of the delivery fee. If your parcel is delayed, we will work closely with our delivery partner to arrange delivery on the next available working day.
If you have a question about a cancellation, damaged parcel, incorrect order or refund, please contact us and include your order details.
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