FAQs

We’ve all got questions from time to time. Please take a look through the following frequently asked questions – just click the question to reveal the answer. If you can’t find the answer you’re looking for, we’d be delighted for you to contact us.


How quickly do you ship items?

If ordered before noon we aim to dispatch same day using 1st class delivery with Royal Mail. Items are usually delivered within 2-3 days, but it can sometimes take longer so if an item is needed for a particular day we strongly recommend you select Special Delivery as this is the only guaranteed next day delivery option with Royal Mail. You can also select Recorded delivery if the item is not needed urgently (it is no faster than 1st class) but you want more assurance that it will be delivered by Royal Mail.

My item arrived after the party, what can I do now?

Unfortunately if items are delivered after the party due to Royal Mail we cannot refund you, so if an item is needed urgently (or for a particular date) we strongly recommend you use Special Delivery option as this is the only guaranteed service with Royal Mail.

I’ve ordered an item but now I’ve changed my mind, what shall I do?

Please contact us ASAP. If your item has not yet been posted (remember if ordered before noon we post same day so you need to be quick!) we will cancel your order and refund you. Unfortunately if the item has been shipped we can not cancel the order and you are unable to return the item for a refund because it represents personalised and perishable goods. These types of goods are non-returnable under the Distance Selling Regulations.

Can I return my item for a refund?

Not all items can be returned. Perishable and/or personalised goods (such as toppers, inks and icing packs) are non returnable under the Distance Selling Regulations. Other items (glitter, cup cake cases), as long as they’re unused, unopened and in original packaging can be returned for a refund.

How do I return an item?

Please see above to decide if your item is eligible for return. If so, please send to Holly’s Cake Toppers Ltd, Holly Hill, Compton Abdale, Cheltenham, GL54 4DN. It is suggested you send Recorded as items lost in the post back to us can not be refunded. It is with regret that we can not refund your postal costs unless you received the wrong item or it is faulty (if you want to check, please contact us first). Make sure you include your details so we know who you are, in addition to the reason for the return so we can process your refund as quickly as possible.

I need an item tomorrow, can you help?

YES! If it is before noon please order what you require and select Special Delivery. Under normal circumstances your item will be delivered before 1pm the next day.

Do you accept card payments or cheques/Postal Orders?

Unfortunately at the moment we can only accept PayPal payments.

My item hasn’t arrived, what can I do?

For 1st class and Recorded mail please allow up to 15 days as Royal Mail will not class an item as lost until that time. For Special Delivery please allow 10 days. For tracked items (Recorded and Special Delivery) you can contact us for the tracking number. Until the item is offically classed as lost it is with regret that we can not replace or refund items as they may still turn up. However, after this time has passed we will happily resolve the issue for you so please contact us. If you need the item and can’t wait for the 15 days as the party will have been and gone we can only suggest you reorder and select Special Delivery as that is the best way to guarantee delivery. If the first item still doesn’t turn up we will resolve the issue for you.

Do you make a profit on the P&P charges?

No. What you pay is what it costs us to post your items.