Overview
At Golden Flakes, we take pride in preparing fresh, high-quality baked goods every day. Because our products are made fresh and are perishable, we generally do not accept returns or exchanges once an order has been collected, delivered, or shipped.
If there is an issue with your order, we are committed to making it right whenever possible.
Refunds & Replacements
You may be eligible for a refund, replacement, or store credit if:
- You received the wrong item.
- Your order was incomplete.
- Your product arrived damaged.
- There was a quality issue with the product due to an error on our part.
To help us resolve the issue quickly, please contact us within 24 hours of receiving your order. Include your order number, a description of the problem, and photos of the product if applicable.
Approved refunds will be issued to the original method of payment within 5–10 business days, depending on your payment provider.
Non-Refundable Items
For food safety reasons, we cannot accept returns or offer refunds for:
- Products that have been consumed or partially consumed.
- Items that were not stored according to any provided storage instructions.
- Orders where the customer simply changed their mind.
- Products that were ordered incorrectly by the customer.
Order Cancellations
Orders may be cancelled for a full refund if cancellation is requested at least 24 hours before the scheduled pickup or delivery time.
Custom orders may require more notice. Deposits for large event orders may be non-refundable once work has begun or ingredients have been purchased.
Pickup & Delivery
Please inspect your order upon pickup or delivery. Any concerns should be reported within 24 hours.
We are not responsible for damage that occurs after the order has been picked up or delivered, including damage caused by improper handling, transportation, or storage.
Allergies & Dietary Requirements
Our products may contain or come into contact with common allergens, including wheat, dairy, eggs, soy, peanuts, tree nuts, and sesame.
While we take reasonable precautions, we cannot guarantee that any product is completely free of allergens. Customers with food allergies or dietary restrictions should contact us before placing an order.
Late or Missing Refunds
If your refund has been approved but you have not received it:
- Check your bank account.
- Contact your credit card provider, as refunds may take several business days to appear.
- Contact your bank if necessary.
If you still have not received your refund after these steps, please contact us.
Contact Us
If you have any questions about your order or this Refund & Returns Policy, please contact us:
Email: info@goldenflakes.co.uk
Phone: 020 8555 2253 / 07904 278 210
Address: Unit 15, Stratford Workshops, Burford Road, London E15 2SP
We value your business and will do our best to ensure you have a positive experience with every order.