Refund policy

Because our products are food items, freshly prepared goods, and in some cases customised or made to order, we are unable to accept returns once an order has been delivered.

We do, however, want every order to reach you in the right condition. If something is damaged, incorrect, or not as expected, please contact us as soon as you receive your order so our team can review the issue and help make it right.

For any return, exchange, or refund question, you can contact us at info@flourgirlbakeries.com.

Damages and issues

Please inspect your order upon delivery. If your item arrives damaged, if you receive the wrong product, or if there is an issue with your order, contact us immediately at info@flourgirlbakeries.com.

To help us assess the issue properly, please include your order number, a short explanation of the problem, and clear photos of the item and packaging where relevant.

Once reviewed, we will let you know the best next step, which may include a replacement, exchange, store credit, or refund, depending on the situation.

Non-returnable items

For hygiene, food safety, and freshness reasons, we cannot accept returns on:

Freshly prepared food products  
Baked goods, desserts, dates, chocolates, bars, energy balls, and other edible items  
Customised cakes or made-to-order products  
Corporate gifts, private label orders, or personalised items  
Products that have been opened, handled, consumed, or stored after delivery  

We also cannot accept returns or refunds for items where the issue is related to personal taste preference, change of mind, or incorrect information provided at the time of ordering.

Custom and made-to-order products

Customised cakes, special orders, branded products, corporate gifts, and private label items are prepared specifically for each order. Because of this, they cannot be cancelled, returned, exchanged, or refunded once production has started, unless there is an error or quality issue on our side.

Exchanges

Exchanges may be offered only when an item is damaged, incorrect, or where Flour Girl confirms that an exchange is appropriate after reviewing the issue.

If an exchange is approved, our team will guide you through the next steps.

Refunds

If a refund is approved, it will be processed back to your original payment method where possible. Please note that it may take several business days for your bank or card provider to process and reflect the refund.

If more than 15 business days have passed since we confirmed your refund, please contact us at order@flourgirlbakeries.com.