Refund policy

Changing or cancelling an order

Call us at (613) 422-5924 as soon as you can, with your order number.

• Drinks and pastry: we can cancel and refund in full until we start preparing your order. For orders placed ahead for a later time, that is up to 30 minutes before pickup.
• Orders by weight and cookie boxes: full refund if you cancel at least 2 hours before pickup.
• Whole cakes: full refund if you cancel at least 24 hours before pickup.
• We are happy to move a pickup time when we can. Just ask.

If something is not right

If an item is missing, wrong or not up to our standard, tell us on the same day, at the counter or by phone, with your order number. We will make it again or refund that item.

Missed pickups

We hold orders until closing time on the pickup day. Orders not collected by then are not refunded. If you are running late, call us and we will keep it for you as long as we are open.

How refunds are paid

• Refunds go back to the way you paid, through Square. Card refunds usually appear within 5 to 10 business days, depending on your bank.
• Any part paid with a gift card goes back onto that gift card.
• When an order is refunded in full, the tip is refunded too.
• If you used a CremaClub reward on a cancelled order, we return the points to your account.

Gift cards, bookings and catering

• Gift cards cannot be refunded once bought, except where the law requires it. They never expire.
• Table bookings are free, so there is nothing to refund. Please cancel if you cannot make it.
• Catering and private events follow the terms in the quote we agree with you.