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Policies & Terms

Refund Policy

We take pride in all our products. If you are unhappy with your order and/or purchase when picking up or within 24 hours of pick-up, working days, immediately notify us of your concern and return your complete order to us.

No refunds are given on any orders unless the complete order is returned. NO CASH refunds, only store credit.

The Queen Bakery is not responsible for orders once they leave our premises. We are not responsible for any damage occurring to the cake during transport, set-up or any time thereafter. You will be given instructions on how to carry, transport, and store your cake/ cupcake or other pastries upon pick up. If you do not receive these instructions, please ask our associate. Keep in mind that cakes/ cupcakes are very fragile and damages can happen if not handled properly, such as cracks, smudges, melted frosting, etc.

We only give refunds in accordance with the refund policies stated below.

Full refunds requested after the cake has been accepted and picked up will not be honored. You may qualify for a partial refund in the form of a store credit if the product is brought back and the quality of the cake is determined not to meet our standards. Cakes must be brought back to us within a timely manner, preferably within 24 hours of pick up - please call or email us promptly to let us know of the issue. Quality determination is solely at the discretion of Pastries by Design. Please understand that we cannot issue refunds for cakes that have already been eaten. *Store credit is based on how quickly the cake is returned, how much has been consumed, and what we determine the quality to be. Store credits of any kind will not be issued to customers who do not contact us within 48 hours.

Special orders that are not picked up will NOT be refunded.

The following scenario is the only instance when we may provide a partial refund in store credit:

If you come to our store for pick up or if upon delivery the cake does not meet your expectations (i.e. designer error), we will give you a refund (minus 25% handling/cancellation fee). This refund will be given as a store credit (no cash/money refunds will be given). NOTE: If we give you a refund, you CANNOT keep the cake. You can only get the refund if you refuse to “accept” the cake. We will NOT negotiate a partial refund if you keep the cake. This is a “take it, or leave it” policy. We are not responsible for any expense you may incur for replacing our cake.

***We do not give refunds under any other circumstances.

It is entirely up to The Queen Bakery discretion to change or otherwise offer any other options to the customer.

Care Guide

The Queen Bakery is no longer responsible for any damage to your order once you have collected it. Please check your order before leaving.

Please follow the instructions below:

  • Hold the box from the bottom.

  • When collecting your order, place the box on a flat surface for example (the pasaenger footwell or the car boot.

  • Keep you car cool when transporting


  • Buttercream cakes/cupcakes or other cakes with fresh cream should be stored in the fridge.

  • Cupcakes can be kept at room temperature on colder days.

  • Cheesecakes should be stored in the fridge as soon as you get to your destination.

  • Loaf cakes should be kept at room temperature, and in an airtight container once they have been sliced.

  • Cookies can be kept at room temperature in an airtight container, or you can freeze them for up to 3 months- to defrost the cookies, just leave them at room temperature for about 2 hours before serving.

Contact Us

If you have any questions about these Terms, please contact us at

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