Refund policy

Order Cancellations

- Orders may be cancelled up to 48 hours before the scheduled delivery date for a full refund.

- Cancellations made within 24–48 hours of the scheduled delivery may be eligible for a 50% refund, depending on production already completed.

- Orders cancelled less than 24 hours before the scheduled delivery are non-refundable, as ingredients have been prepared and production has already commenced.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the incorrect items, please contact us within 2 hours of delivery.

Please provide:

- Your order number

- Clear photographs of the product and packaging

- A brief description of the issue

After reviewing your claim, The Velvet Orchard may, at its discretion, offer:

- A replacement product

- Store credit

- A partial or full refund

Food Safety

Our desserts are delivered fresh and should be refrigerated immediately upon arrival.

The Velvet Orchard cannot accept responsibility for products that have been left unattended after delivery, stored incorrectly, or consumed after the recommended use-by date.

Delivery

The Velvet Orchard currently offers delivery only. Delivery areas, fees and estimated delivery times are displayed during checkout. Please ensure that someone is available at the delivery address to receive your order.

If a delivery cannot be completed due to an incorrect address, no one being available to accept the order, or the customer being unreachable, additional delivery charges may apply. Due to the perishable nature of our products, refunds cannot be issued for failed deliveries caused by incorrect customer information or the inability to complete delivery.