CouplesOnCakes.com Returns Policy
What is your return policy?
We stand behind our products 100%. If you are not completely satisfied, you must contact us within 14 days of delivery for a refund. NO RETURNS WILL BE ACCEPTED WITHOUT PRIOR APPROVAL. Credit for the return will apply only to the purchase price of the product. Shipping and processing charges will not be refunded. To obtain an RMA number and return instructions, please email customer service [email protected]
No returns will be accepted on products without their original packaging, food/candy items or colored decorations such as streamers, candles, etc. Items personalized as per order cannot be returned. Customized Cake Toppers cannot be returned. Candles shipped by ground during the summer months cannot be returned. In certain circumstances we will authorize merchandise returns outside of the 14 day period, however, a restocking fee of 15-25% will be charged depending on the item(s) returned. All returns authorized beyond the 14 day period will be inspected, and if it has been determined the product has been used, the restocking fee will be adjusted to the total loss of the product.
Colors vary slightly due to the manufacturing process specific to each product. Although it is impossible to achieve an exact color match for every item, small variations in color serve to enhance the overall effect of your color scheme. Products seen on the online catalog do not always represent an identical color match. Color reproduction is limited by various situations beyond our control such as the hue/contrast settings on your monitor.
As mentioned about, Customized Cake Toppers cannot be returned. For certain returns regarding non-customized cake toppers, a restocking fee will apply. In order to create the unique poses and impressive details, each porcelain figurine begins as a series of separate elements. Much like a puzzle, the head, arms, flowers, etc. are carefully joined together by hand. Once assembled and painted, the figurine is fired in a kiln. The extremely high temperature permanently fuses the pieces together and converts the clay into porcelain. Because of this, each figurine will be slightly unique. Small variations from the images shown are simply unavoidable. As the topper is first painted by the manufacturer, any changes we make will be to paint over the existing color of the topper. Each topper is unique, so there may be slight imperfections that vary from topper to topper. We will not paint or change these imperfections and these do not make a topper damaged or defective.
What do I do with damaged, defective, or missing products?
All claims for damaged, defective, or missing products must be filed with CouplesOnCakes.com Customer Service within 7 days of receiving your order. Including your name, order number, and specific details will help expedite the replacement process. Please understand that no one at CouplesOnCakes.com intentionally sent you a damaged or defective product, and sometimes that these things happen. Don't sweat it, we're here to help, and we have found that nice emails usually get their replacements processed the same day! Please email our customer service department at [email protected] As all items shipped come with tracking and/or delivery confirmation, CouplesOnCakes.com is not responsible for missing packages and damaged products resulting from errors made by the shipping carrier. However, we will be happy to assist you in filing a claim with the appropriate party. Please keep all products in their original packaging until the claim is settled.
How do I change or cancel my order?
You may change or cancel your order at no additional cost as long as the order has not been processed. Most orders are processed within 24 hours, and in some rare cases, cancelation fees may apply. Please email the CouplesOnCakes.com Customer Service team at [email protected] with inquiries.
Have you received my returned products?
Before emailing, please check your tracking number to make sure your items have been delivered to our address, returns will not be processed before we receive the products. Once we receive the products, return credits are normally processed within 24 hours but can take up to 14 days to reflect on your statement. If you want to inquire about the status of your return please email the CouplesOnCakes.com Customer Service team at [email protected]