Returns & Refunds

Please report a problem as soon as possible, preferably within 12 hours of delivery or collection. Please provide your order number, a description of the issue, and clear photographs or a video where relevant.

Prompt reports help us assess a perishable product before its handling or storage conditions change. If an issue was not reasonably discoverable within that time, contact us when you discover it. This reporting request does not remove rights or remedies available under applicable law. Do not eat food you suspect is unsafe or send it back without our instructions.

We may approve a replacement, store credit, partial refund, or full refund when:

• The wrong product was delivered.
• The order arrived damaged or unusable.
• An item was missing from the delivered order.
• The product was spoiled or clearly not fresh at the time of delivery.

A refund or replacement will normally not be offered when:

• You changed your mind after the order was prepared.
• The delivery address or contact information provided was incorrect.
• The product was stored improperly after delivery.
• Minor differences in shape, color, decoration, or appearance of handmade products.

You may request cancellation before we begin preparing your order. Once baking, packaging, or dispatch has started, the order may no longer be cancelled because the products are made fresh specifically for you.

Approved cancellations will be refunded using the original payment method, where applicable.

To change a scheduled date, switch between pickup and delivery, or cancel, contact us with the order number. A request is not confirmed until our team accepts it. If NOISETTE cannot fulfil and cancels your order, we will arrange a refund of the amount paid for the unfulfilled order, including its delivery charge.

Once a refund is approved, we will begin processing it as soon as reasonably possible. The time required for the amount to appear depends on your bank, wallet, or payment provider.

For a partially paid order, a refund relates to money actually received, not an unpaid balance. We will confirm the amount and method with you; store credit or a replacement will not be substituted for an agreed refund without your agreement.

If delivery fails because the customer is unavailable, cannot be contacted, refuses the order without a valid product issue, or provides an incorrect address, delivery charges and preparation costs may remain non-refundable.

If the problem was caused by NOISETTE or our delivery arrangement, we will review the case and provide an appropriate resolution.

Customized products, branded packaging, corporate orders, and bulk orders are not refundable once preparation has started, unless the delivered products are incorrect, damaged, or materially different from the confirmed order.