Refunds & Returns

Last updated: June 6, 2026

Overview

Naked Cakes takes care in preparing, finishing, packaging, and coordinating local delivery or pickup for cake orders. This policy explains how damaged, missing, delayed, undeliverable, substituted, customized, or otherwise disputed orders are reviewed, and outlines situations where refunds, replacements, credits, re-delivery, or other resolutions may not be available.

Cakes are perishable, fragile, time-sensitive, and presentation-sensitive products. Because orders may be prepared for a specific customer, recipient, date, message, delivery address, pickup time, or customization request, eligibility for a refund, replacement, credit, or other resolution depends on the order condition, delivery outcome, product type, order timing, customer instructions, and supporting documentation.

This policy applies to orders placed through this website. Orders placed through third-party delivery platforms may also be subject to the refund, cancellation, delivery, and support processes of those platforms.

Reporting an Issue

If an order arrives damaged, defective, materially incorrect, or missing an item, the purchaser or recipient should contact customer support as soon as possible.

  • Perishable cake orders: issues should be reported within 24 hours of delivery or pickup.
  • Same-day delivery orders: issues should be reported as soon as possible on the delivery date.
  • Pickup orders: customers should inspect the order at pickup where reasonably possible and report visible issues promptly.

Clear photos of the cake, packaging, label, and any visible issue may be required so customer support can properly assess the claim. In some cases, additional information may be requested, including the order number, delivery address, delivery time, pickup time, recipient details, or a description of how the product was stored or handled after receipt.

Once the required information is received, customer support will review the claim. Where appropriate, Naked Cakes may offer a replacement, partial replacement, store credit, refund, partial refund, re-delivery, or another resolution at its discretion.

Damaged or Incorrect Orders

If a cake is damaged before delivery, materially incorrect, or significantly different from the confirmed order in a way that is not the result of an approved substitution or natural product variation, Naked Cakes will review the issue based on the available information and supporting documentation.

Possible resolutions may include a replacement, partial replacement, credit, refund, partial refund, or other reasonable resolution depending on the circumstances.

Minor differences in decoration, colour tone, fruit placement, floral placement, buttercream texture, cake height appearance, packaging, or presentation may occur due to the handmade and perishable nature of cakes and are not automatically considered defects.

Product Variations and Substitutions

Because cakes may include fresh fruit, florals, buttercream finishes, fillings, decorative items, packaging materials, seasonal ingredients, or specialty components, substitutions may be made when necessary.

When substitutions are made, Naked Cakes aims to maintain the overall design intent, size, colour palette, value, and presentation of the selected product where reasonably possible.

Substitutions made in accordance with this standard are not considered defects when the overall intent, value, and presentation of the cake are reasonably maintained.

Refund, Replacement, or Credit Eligibility

Refunds, replacements, credits, or other resolutions may not be available in the following situations:

  • Issues reported after the applicable reporting timeframe for a perishable cake order.
  • Damage, melting, shifting, drying, spoilage, or deterioration that occurs after successful delivery or pickup.
  • Improper storage, handling, transport, refrigeration, room-temperature exposure, or care after receipt.
  • Incorrect, incomplete, or inaccessible delivery information provided by the purchaser.
  • Recipient unavailability, refused delivery, failed access, locked buildings, concierge restrictions, security restrictions, or unsafe delivery conditions.
  • Orders marked as delivered where delivery confirmation or proof of delivery is available.
  • Delays caused by weather, traffic, road conditions, building access limitations, courier delays, delivery partner delays, public emergencies, or other circumstances outside our reasonable control.
  • Change of mind after an order has been placed.
  • Personal taste preference, including preferences related to sweetness, texture, flavour, fruit, cream, or buttercream.
  • Customer-submitted spelling errors, date errors, message errors, recipient errors, address errors, or incorrect customization instructions.
  • Customized or personalized cakes once preparation, production, or fulfillment has begun.
  • Same-day orders that cannot be changed or cancelled after preparation or delivery coordination has begun.
  • Substitutions made in accordance with Naked Cakes substitution standards.
  • Orders placed through third-party delivery platforms where the platform’s refund, cancellation, or support process applies.

Returns

Cakes are prepared for specific orders and cannot be reused or resold once prepared, delivered, picked up, opened, handled, or partially consumed. As a result:

  • Perishable cake products cannot be returned.
  • Opened, handled, used, damaged after receipt, or partially consumed products cannot be returned.
  • Customized or personalized cakes may not be eligible for return, refund, replacement, or cancellation once preparation has begun.
  • Refused deliveries are treated as undeliverable orders and may not be eligible for refunds.
  • Pickup orders that are not collected on time may not be eligible for refunds due to the perishable nature of the product.

Re-Delivery

If an order cannot be delivered due to customer or recipient circumstances, re-delivery may be offered at the purchaser’s expense at Naked Cakes’ discretion.

  • Re-delivery is not guaranteed and depends on product condition, delivery timing, courier or delivery partner availability, and delivery area.
  • Additional re-delivery fees may apply.
  • Because cakes are perishable and fragile, some orders may need to be remade before re-delivery, and additional product or preparation costs may apply.
  • If re-delivery is not possible, the order may be treated as undeliverable.

Undeliverable Orders

An order may be considered undeliverable if the delivery address is incorrect, incomplete, inaccessible, unsafe, outside the available delivery area, or if the recipient is unavailable where receipt is required.

Undeliverable orders may not be eligible for refunds, replacements, or credits. Naked Cakes may, at its discretion, attempt to contact the purchaser or recipient using the information provided with the order.

Because cakes are perishable, failed delivery attempts may affect product condition and availability for later delivery or pickup.

Office, Building, and Managed Property Deliveries

For offices, apartments, condominiums, hotels, hospitals, institutions, gated communities, commercial buildings, and other managed properties, delivery may be completed at a reception desk, concierge desk, security desk, front desk, mailroom, loading area, lobby, or other location accepted by the building or delivery partner.

Once an order has been accepted by building staff, concierge, reception, security, or another authorized receiving point, the order may be considered delivered.

Naked Cakes is not responsible for delays, loss, damage, temperature exposure, or handling issues that occur after an order has been delivered to a building-approved receiving location.

Pickup Orders

Pickup orders should be collected at the selected or confirmed pickup time. Cakes should be transported carefully and stored according to any care instructions provided.

Naked Cakes is not responsible for damage, shifting, melting, deterioration, or presentation issues that occur after a pickup order has been received by the customer or an authorized pickup person.

Missed or late pickup may affect product quality due to the perishable nature of cakes and may not be eligible for refund, replacement, or credit.

Same-Day Orders

Same-day cake delivery may be available only for select cakes, dates, delivery areas, and order times. Same-day availability depends on the selected cake, daily cutoff, preparation capacity, delivery address, and delivery partner availability.

Same-day orders may have limited product choices, limited customization, and reduced flexibility for changes or cancellations.

Once a same-day order has been accepted, preparation or delivery coordination may begin quickly. Cancellation, address changes, product changes, or message changes cannot be guaranteed.

Customized and Personalized Cakes

Customized and personalized cakes may include cake messages, flavour selections, size selections, colour preferences, finishing requests, decoration requests, or other custom details.

Customers are responsible for reviewing all custom details before submitting an order. This includes names, spelling, dates, messages, delivery information, recipient information, and special instructions.

Once preparation has begun, customized or personalized cakes may not be eligible for cancellation, refund, replacement, or changes unless Naked Cakes determines that an issue occurred due to our error.

Order Changes and Cancellations

Orders begin processing after payment is submitted. Customers should contact customer support promptly if an address correction, delivery update, pickup update, cancellation, product change, message correction, or other order update is needed.

  • Changes cannot be guaranteed once preparation, fulfillment, or delivery coordination has begun.
  • Same-day orders may have very limited cancellation or change availability.
  • Customized or personalized orders may not be cancellable once preparation has begun.
  • During peak periods, holidays, weekends, or high-volume dates, additional notice may be required and changes may not be available.

If a cancellation is approved, any refund or credit will be determined based on order status, preparation progress, customization, product type, and payment processing considerations.

Delivery Delays

Delivery windows and delivery estimates are not guaranteed unless expressly stated otherwise in writing by Naked Cakes.

Delivery delays may occur due to traffic, weather, road conditions, courier availability, delivery partner issues, building access, recipient availability, order volume, public emergencies, or other circumstances outside our reasonable control.

Delivery delays do not automatically qualify an order for refund, replacement, credit, or cancellation. Naked Cakes will review delivery-related issues based on the specific circumstances.

Third-Party Delivery Platforms

Naked Cakes may be available through third-party delivery platforms, such as Uber Eats or DoorDash, in select local delivery areas.

Orders placed through third-party delivery platforms may be subject to that platform’s delivery terms, refund rules, cancellation process, fees, courier tracking, customer support procedures, and dispute process.

If your order was placed through a third-party delivery platform, you may need to contact that platform first for delivery status, courier issues, refund requests, cancellation requests, or platform-specific support.

Alcohol and Restricted Products

Naked Cakes does not offer alcohol or regulated alcoholic products through this website unless expressly stated otherwise on a product page or checkout page.

If any regulated, restricted, or age-restricted item is made available in the future, additional requirements may apply, including recipient eligibility, age verification, delivery restrictions, and compliance with applicable law.

Events Beyond Our Control

Naked Cakes is not responsible for refunds, replacements, credits, delays, failed delivery, non-delivery, service interruption, product deterioration, or delivery issues caused by circumstances beyond our reasonable control.

These circumstances may include weather, traffic, road closures, accidents, natural disasters, public emergencies, labour disruptions, power outages, technology outages, third-party platform interruptions, courier disruptions, building access limitations, security restrictions, incorrect customer information, recipient unavailability, or other force majeure events.

How Claims Are Reviewed

Refund, replacement, credit, and delivery issue requests are reviewed on a case-by-case basis. Naked Cakes may consider the following:

  • Order type and product type.
  • Whether the product was perishable, customized, or same-day eligible.
  • Delivery or pickup status.
  • Photos or other supporting documentation.
  • Time elapsed between delivery or pickup and the issue report.
  • Recipient availability and delivery access.
  • Customer-submitted order details and instructions.
  • Courier, delivery partner, or third-party platform information.
  • Whether the issue was caused before or after successful delivery or pickup.

Naked Cakes reserves the right to determine the appropriate resolution, if any, based on the circumstances and applicable law.

Questions or Support

For assistance with an order, delivery issue, pickup issue, damaged product, missing item, or refund or replacement request, please contact customer support through the support methods listed on this website.

For existing orders, please have your order number and any relevant photos or delivery details ready. Additional delivery-related questions may also be answered through the order tracking page, Contact Us page, or FAQ page on this website.