Refunds & Returns Policy

We want you to enjoy your Mariella’s order every time. Because our products are freshly made and perishable, this policy explains when we can and cannot offer refunds or replacements.

If you have any questions, please contact us at hello@mariellas.co.uk.

1. Perishable Goods

All of our cakes, Pearls and baked goods are perishable and made to order. This means we cannot accept returns for:

change of mind
personal preference
ordering the wrong item
deciding you no longer want the order

This follows UK consumer regulations for perishable food products.

2. Damaged or Incorrect Items

If your order arrives damaged, incomplete or incorrect, please email hello@mariellas.co.uk within 48 hours of delivery with:

your order number
a description of the issue
clear photos of the product and packaging

Once we receive this information, we will offer:

a replacement, or
a partial or full refund, depending on the issue

We may ask you to keep the product until the investigation is complete.

3. Delivery Issues

You must provide the correct delivery address at checkout.

We cannot refund or replace orders when:

the address entered was incorrect
the courier was unable to deliver due to access issues
delivery was missed or refused

If the courier delays your order due to circumstances outside our control, such as weather, strikes or routing issues, we will assess the situation case by case.

4. Cancellations

Because our products are made fresh:

orders can only be cancelled up to 2 working days before your selected delivery date
once preparation has begun, we cannot cancel or refund the order

If you need to cancel, email hello@mariellas.co.uk as soon as possible.

5. Quality Concerns

If you believe something is wrong with your order, please contact us within 48 hours of delivery. We may need photos and details so we can investigate and improve our processes.

We cannot offer a refund if:

products were not stored correctly
items were consumed after the recommended date
items were handled in a way that affected quality

6. Allergens and Ingredients

We provide full allergen and ingredient information on our website and packaging. Customers are responsible for checking this information before placing an order.

We cannot issue refunds for allergen or dietary issues if the product was made correctly to the published specification.

7. Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash unless required by law.

8. How to Contact Us

If you need help with an order, contact us at:

hello@mariellas.co.uk
Unit 6, Wessex Road
Bourne End
Buckinghamshire
SL8 5DT