Refund & Returns Policy
Last updated: 20 August 2026
We hope you are delighted with your order from The Cambridge Confectionery Company. If something is not right, please contact us and we will do our best to resolve it.
Cancelling an order
If you wish to cancel or change your order, please contact us as soon as possible.
We cannot guarantee that an order can be changed or cancelled once it has entered production, been personalised or been dispatched.
If we are able to cancel your order before it is dispatched, we will issue a full refund to your original payment method.
Change-of-mind returns
If you change your mind, you may request a return within 14 days of receiving an eligible product. You then have a further 14 days to return it.
To qualify for a return, products must be:
- Unopened and unused
- In their original sealed packaging
- In a condition suitable for resale
- Returned with the order number or proof of purchase
We cannot accept change-of-mind returns for:
- Opened food or confectionery
- Products with damaged or broken seals
- Personalised or custom-made products
- Products made specifically to your requirements
- Products that are liable to deteriorate or expire rapidly
- Gift cards
You are responsible for the cost of returning unwanted products.
If you return only part of an order, the original delivery charge will not be refunded.
If you cancel and return your entire eligible order, we will refund the cost of our standard delivery service where required by law. Any additional amount paid for express or upgraded delivery will not be refunded.
This does not affect your rights if a product is damaged, faulty, incorrect or not as described.
Damaged, faulty or incorrect products
If your order arrives damaged, faulty, incomplete or different from what you ordered, please contact us as soon as possible.
Where possible, please contact us within 48 hours of delivery so that we can investigate promptly.
Please provide:
- Your name and order number
- A description of the problem
- Clear photographs of the product and its packaging, where relevant
Depending on the circumstances, we will offer an appropriate replacement or refund.
We will cover any reasonable return costs if we ask you to return a damaged, faulty or incorrect product.
Please do not dispose of or return a product until we have confirmed what to do.
Asking customers to contact us within 48 hours does not limit their statutory consumer rights.
Missing or undelivered orders
If your order has not arrived within the estimated delivery period, please contact us.
We will investigate the delivery with the courier and arrange an appropriate replacement or refund if the parcel is confirmed as lost.
How to make a return
Please contact us before returning a product:
Email: info@cambridgeconfectionerycompany.co.uk
Telephone: 01353 741661
Once your return has been approved, it should be sent to:
The Cambridge Confectionery Company
Unit 4, Arthur Park
Thorby Avenue
March
Cambridgeshire
PE15 0AZ
United Kingdom
Please use a secure and trackable postal service. You remain responsible for returned products until they are received by us.
Returns sent without contacting us first may take longer to process.
Refunds
We will let you know when your return has been received and assessed.
Approved refunds will be issued to the original payment method within 14 days of receiving the returned product or receiving evidence that it has been sent back, where applicable.
Once we have processed the refund, it may take a further 5–10 working days to appear in your account. This depends on your bank or payment provider.
We do not charge a restocking fee.
Your statutory rights
Nothing in this policy affects your statutory rights under UK consumer law. Products must be as described, of satisfactory quality and fit for purpose.
The Cambridge Confectionery Company is a Calico Cottage brand. Calico Cottage is the trading name of N J Marketing Ltd, company registration number 02416042.