Shipping policy

We want your Katy's Cakery treats to arrive as fresh and delicious as possible, so all of our postal orders are sent using Royal Mail Tracked 24.

Dispatch

Everything at Katy's Cakery is handmade in small batches, so your order needs a little time with us before it heads out into the world.

The expected dispatch date or timeframe will be shown on the relevant product page when you order.

Once your order has been dispatched, you'll receive confirmation along with tracking information where available.

Delivery

All orders are sent using Royal Mail Tracked 24.

Royal Mail aims to deliver Tracked 24 parcels on the next working day after dispatch, but this is a delivery aim rather than a guaranteed next-day service.

Please bear this in mind when ordering for a particular date or occasion.

Tracking your order

Once your parcel has been dispatched, you'll receive tracking information so you can follow its journey.

Please keep an eye on your tracking and make sure your parcel is collected or brought inside as soon as possible after delivery. Our bakes are freshly made, perishable products and don't particularly fancy spending the weekend on your doorstep. ♡

Delivery addresses

Please check your delivery address carefully before completing your order.

If you spot a mistake, contact us at hello@katyscakery.com as soon as possible.

We'll always try to help where we can, but once an order has been dispatched we cannot guarantee that the delivery address can be changed.

If an order cannot be delivered because an incorrect or incomplete address was provided at checkout, we may be unable to offer a replacement or refund.

Delivery delays

Occasionally, parcels can be delayed once they've left us.

Royal Mail Tracked 24 is not a guaranteed next-day delivery service, so a parcel arriving later than expected does not automatically mean it has been lost.

If your tracking hasn't updated or you're concerned about your delivery, email hello@katyscakery.com with your order number and we'll look into it for you.

Where a delivery issue is our responsibility or that of our delivery provider, we'll handle it in accordance with your statutory rights.

Damaged parcels

We carefully package every order to give your bakes the best possible chance of arriving safely.

If your order arrives significantly damaged, please contact hello@katyscakery.com as soon as reasonably possible with your order number and photographs of:

the products;
the inside of the parcel; and
the external packaging.

This helps us understand what happened, raise any necessary issues with the delivery provider and continue improving our postal packaging.

A little movement or minor cosmetic change can sometimes happen to handmade bakes during delivery. Significant damage will always be assessed fairly and your statutory rights aren't affected.

Missed deliveries

Royal Mail may leave your parcel in a safe place, with a neighbour or provide instructions for redelivery or collection, depending on the delivery options available.

Because our products are perishable, please arrange collection or redelivery as soon as possible.

We cannot accept responsibility for deterioration caused by an order being left uncollected or not stored appropriately following a successful delivery or attempted delivery where the circumstances are outside our control. This does not affect your statutory rights.