Full payment is required at the time of ordering to confirm your booking. Event and corporate catering orders vary, and may be secured with an agreed deposit with the balance due before delivery. Personalised cupcake orders are charged only once you have accepted the quoted price.

• Refunds will only be considered where there is a genuine issue with your order that is due to a fault on our part.
• Where a discretionary refund is approved for a cancelled or changed order, 50% of the total is refunded. The remaining 50% is non-refundable as it covers ingredients, preparation time and other costs already incurred.
• Once an order has been collected or delivered and has left our premises, we cannot be held responsible for damage, storage issues or mishandling.
• As all items are freshly made and perishable, refunds cannot be given for a change of mind or personal taste preference.

Nothing in this policy affects your legal rights. Under the Consumer Rights Act 2015, if an order is faulty, not as described, or not of satisfactory quality, you are entitled to an appropriate remedy — which may be a full or partial refund — and the 50% limit above does not apply in those circumstances.

Because our products are perishable and made to your order, the 14-day cooling-off right for distance sales under the Consumer Contracts Regulations 2013 does not apply.

If a delivery could not be completed because nobody was available at the agreed address and time, the order is treated as fulfilled and is not refundable. If we fail to deliver at the agreed time through our own fault, we will put it right or refund you in full.

Please contact us within 24 hours of collection or delivery at LaPatisserieVerte@gmail.com, with photographs where possible and any of the order remaining. We will respond within 5 working days. Approved refunds are issued to the original payment method within 14 days.

If you experience an issue after collection or delivery, we will always be happy to offer guidance or advice to help resolve the problem where we can. Please see also our Terms & Conditions. Thank you for your understanding.