Refund policy

Please read our refund and return policy carefully:

1. Refunds:

Eligibility: Refunds are only available for orders that are incorrect on our part or not up to our quality standards. If you submit an order incorrectly and receive it as such that is not something we can be held accountable for.

Request Process: To request a refund, please contact us within 24 hours of receiving your order. Provide your order number, a detailed description of the issue, and photos if applicable.

Approval: Once we receive your request, we will review it and notify you of the approval or rejection of your refund. Approved refunds will be processed within 5-7 business days.

1. Returns:

Perishable Goods: Due to the perishable nature of our products, we do not accept returns.

Damaged/Incorrect Orders: If your order arrives damaged or is incorrect, please contact us within 24 hours. We will arrange for a replacement or issue a refund as per the situation.

1. Order Cancellations:

3.1 Cancellation Policy: Orders *can be cancelled up to 48 hours before the scheduled delivery or pick-up time. Cancellations made within this window are eligible for a refund(less processing fees),  or store credit. Le Gateau Bake Shop reserves the right to withhold any monies already incurred by Le Gateau Bake Shop in preparation for the order.  *not including fully custom cakes or wedding cakes.

3.2 Late Cancellations: Cancellations made less than 48 hours before the delivery or pick-up time are not eligible for a refund. 

1. Customization and Personalization:

Custom Orders: Custom and personalized cake orders are non-refundable unless there is a fault on our part. Please review all details of your custom order carefully before checking out and placing your order.

1. Contact Us:

Customer Support: For any issues or concerns regarding your order, please contact our team at tanya@legateaubakeshop.com. We are here to help!

1. Additional Policies:

Allergen Notice: Our goods are prepared in a kitchen that works with allergens such as nuts, gluten, dairy, and eggs. We cannot guarantee the complete absence of allergens in our products. Ordering from us is entirely at your own risk.

Handling Instructions: Once your cake has been collected or delivered, it is advisable to drive it in an air-conditioned vehicle, on the flattest surface, with a non-slip mat under the cake box. Upon delivery, please place the cake into the fridge until the recommended time prior to serving. We cannot be held responsible for any damage incurred once the cake has left our premises.

Buttercream:  We take great pride in using only the finest ingredients for our cakes, including 100% genuine, full-fat butter for our Italian meringue buttercream frosting. When butter is cold it is HARD, this bean you icing, and butter base cakes will also be hard when cold. We highly recommend you leave your cake out for 2-4 hours before serving to come to room temperature to soften the cake and improve the overall texture.

Refund Exceptions: In the case of unforeseen circumstances such as natural disasters or national restrictions beyond our control, we will fully refund the client the booking deposit and/or the full invoice amount after assessing accordingly.