Return Policy

Free exchange or return if the cake is the wrong design or damaged upon receipt. Please provide feedback within 2 hours of receiving the order. Contact 0765 858 486.

At Gifts by Stella, each cake is not merely a product, but a place to convey a story, an emotion, and a message of love that customers wish to share with their cherished ones. 

For this reason, we always value and are ready to listen to all customer feedback regarding any issues that arise with the product. With sincerity and dedication, Gifts by Stella is committed to working with customers to find the most suitable solution.

Applicable Customers

The exchange and return policy applies to all customers who order cakes online or purchase cakes directly at Gifts by Stella locations.

Cases Eligible for Exchange or Return

Gifts by Stella always strives to ensure that the final product meets the customer's original expectations. However, if an unintentional error occurs, Gifts by Stella will carefully inspect the issue and provide an appropriate solution in the following cases:

  • The cake does not match the confirmed order details: If the product received differs in design, style, flavor, size, or any requirements previously confirmed by Gifts by Stella, the customer will be supported with an exchange or return at no additional cost.

  • The product is affected during preparation or delivery: The cake is damaged, severely deformed, or no longer in its original condition upon delivery to the customer.

Important Note: Customers are requested to check the condition of the cake immediately upon receipt and provide feedback to Gifts by Stella within 2 hours of delivery. After this period, Gifts by Stella will unfortunately no longer be able to determine where the issue originated.

Cases Not Eligible for Exchange or Return

Because cakes are fresh products handcrafted to each order, Gifts by Stella unfortunately cannot support an exchange or return in the following cases:

  • The customer changes their preferences, design idea, or no longer needs the cake after it has been completed according to the original requirements.

  • The product has been used (cut or partially consumed) or the customer confirmed that it was in normal condition upon receipt.

  • The cake is shifted, decorative accessories are displaced, or the product's shape is affected due to transportation or storage after the customer has received it.

  • The issue arises because the customer provided incorrect delivery information (address, phone number) or due to force majeure factors beyond Gifts by Stella's control.

Exchange and Return Process

If there is an issue with the order, customers are requested to follow these steps for prompt processing:

  • Step 1: Receive and record feedback 

Customers contact the Hotline 0765 858 486 immediately upon discovering that the product does not meet the requirements.

  • Step 2: Check order information 

Customers send actual photos/videos of the product along with the order information so that Gifts by Stella can verify the issue accurately.

  • Step 3: Determine the cause and propose a solution 

Gifts by Stella will respond within 24 hours, coordinating with relevant departments to determine the cause and propose a suitable solution.

Solutions for Exchange or Return When an Issue Occurs

  • Minor errors (missing decorative accessories...): Gifts by Stella will send the missing items as soon as possible.

  • Serious impact on quality or user experience: Depending on the specific situation, Gifts by Stella will propose one of the following options: remaking the product, exchanging it for another product of equivalent value, or providing partial compensation for the order cost.

Gifts by Stella understands that every cake is associated with a special occasion and memorable emotions in the customer's journey of love. Therefore, all feedback, including areas of dissatisfaction, is a valuable gift that helps Gifts by Stella continuously improve, bringing even sweeter and more meticulous experiences with every product. Gifts by Stella sincerely thanks you!