Policies

Refunds and missed pickup

What happens when plans change.

Everything we bake is made to order for a named collection day. That shapes how refunds have to work — an uncollected loaf cannot be sold again the following week.

Changing or cancelling an order

Orders can be changed or cancelled up to the weekly cutoff — 3pm on Wednesday — for a full refund. After that the doughs are mixed and the bake is set. We will always try to accommodate a late change, but with natural fermentation it is not always possible to add or cut.

If you miss your collection

Get in touch as soon as you can and we will do what we can to sort it out. Bread is baked to order, so unclaimed loaves cannot always be held over.

If something is not right

We stand behind what we bake. If a loaf is not right, tell us what went wrong and return what is left of it, and we will refund you. The returned bread matters as much as the refund does — it is how we work out where the bake went wrong and stop it happening again.

How a refund is issued

Refunds go back the way they were paid: card payments are credited to the same card, cash is returned in cash. Card refunds are quick on our end, but the processor sets the pace — allow roughly 7 to 11 business days for the credit to appear on your statement.

Substitutions

We do not substitute one item for another on our own. If something cannot be baked, we will contact you and refund that item. If you would rather have a substitution, just say so and we will happily sort one out.