Refund policy
Because our products are freshly baked and perishable, we don’t accept returns on baked goods. However, if your order arrives damaged beyond being edible, incorrect, or missing, we’ll offer a refund and/or replacement as appropriate. This policy does not affect your legal rights.
1) Perishable baked goods: no returns or change-of-mind cancellations after delivery
Our baked goods are perishable items that deteriorate or expire rapidly, so the usual change-of-mind cancellation right for online orders does not apply once delivered. For food items, we therefore do not accept returns.
2) If something’s wrong with your order (damage, wrong item, missing item)
If your order arrives with an issue, please email hello@thegooey.co within 24 hours of delivery so we can help quickly (items are time-sensitive and this helps us investigate with the courier).
Please include:
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Your order number
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Delivery postcode
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A short description of the issue
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Clear photos of:
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the outer shipping box/packaging
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the shipping label
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the product(s) showing the problem
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Important: Please don’t return baked goods to us. In most cases we won’t ask for them back, but we may ask you to keep the packaging until your claim is resolved.
3) What we’ll offer (refunds and/or replacements)
If we confirm your order arrived damaged beyond being edible, incorrect, or missing, we’ll offer one of the following:
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Replacement (where feasible and time/stock allows), and/or
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Full refund (including delivery where the whole order is unusable), and/or
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Partial refund (for affected item(s) only).
Refunds are made to your original payment method.
4) Delivery, “safe place” and missing parcels
Our courier may deliver to a safe place if nobody is available.
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If you authorise delivery to a safe place (either via courier instructions, delivery preferences, or checkout options), and the parcel is then missing, responsibility may sit with you rather than us.
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If the parcel was not delivered to an agreed safe place, contact us and we’ll investigate and resolve it.
5) What we can’t refund for
We can’t offer refunds/replacements for:
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Minor cosmetic differences (handmade products vary)
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Issues caused by incorrect storage after delivery
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Failed delivery due to an incorrect address provided at checkout
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Parcels left in a safe place you authorised that are later affected by weather/temperature or go missing (we’ll still review case-by-case, but outcomes may be limited)
6) Contact
Email: hello@thegooey.co
Please include your order number and photos where relevant.
Last updated: 1 December 2025